Now, more than a week later, the new system has processed more than 2 million claims, according to DHHS, and the major kinks are being worked out. Hold times are still long at the Call Center, and new glitches seem to be uncovered each day. CSC and DHHS staff have been working around the clock and over the July 4 holiday to address the problems as they come up.
To advocate for NCMS members experiencing problems with the system, NCMS developed an on-line “Trouble Log” prior to the launch day. Members are asked to log their issues and NCMS staff is then able to pick out patterns of problems to relay to CSC for correction. DHHS Chief Information Officer Joe Cooper expressed his department’s appreciation for our help in a letter to Conor Brockett, NCMS Associate General Counsel on July 2.
So far, the Trouble Log is receiving between 20 and 30 entries each day. Members are encouraged to contact CSC’s Call Center directly at 1-800-688-6696 for correction of their specific complaint, and to log it on the NCMS Trouble Log, so we are able to aggregate the most common issues and report them as a group to CSC.