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DHHS Continues to Help Providers Learn NCTracks System


For Immediate Release
Thursday, July 17, 2013

Raleigh, N.C. -Three weeks after the launch of NCTracks, the Department of Health and Human Services and its vendor, CSC, continue to work closely with North Carolina health care providers, associations and societies to answer specific questions and help users adjust to using the new claims processing system. Since NCTracks went live on July 1, more than 9.3 million claims have been processed and $351.5 million has been paid to health care professionals.

"We understand the importance of timely reimbursement to providers and expected that there would be a learning curve after switching from a 35-year-old system," said DHHS chief information officer Joe Cooper. "For instance, applying the correct taxonomy codes during the claims submission process continues to be a challenge for many providers. We are directly calling the providers who are having the most difficultly using taxonomy and are actively working with health care associations and societies to help users adjust."

Taxonomy codes are used to designate the correct provider specialty for the services rendered to patients and is based on a national system that is widely used by other states' Medicaid programs. Taxonomy code sets have defined levels for provider type, classification, and area of specialization. Claims submitted with incorrect or no taxonomy are automatically denied. In other words, the system won't pay for a dentist doing brain surgery.

"We know from the calls and emails that we have received, the other primary reason a provider may not get paid is that providers did not complete entering in their bank account information," said Cooper. "Until our provider partners are comfortable with system operations, call volumes and wait times are likely to remain elevated in the near term. We continue to urge providers to take advantage of online and instructor-led training opportunities."

Help for providers comes from several sources:

  • Scheduled training workshops continue around the state for healthcare providers. Providers can scan see the schedule and register here:
  • At the same web site, providers can get comprehensive online training and view recorded webinars.
  • Frequently asked questions and announcements are posted on the NCTracks portal as well.
  • Members of the NCTracks response team are specifically designated to educate billing clearinghouses/trading partners, healthcare associations and societies about taxonomy post go-live.
  • The Department of Health and Human Services and its vendor, CSC, are calling providers directly who are having the most difficultly using taxonomy.
  • The NCTracks Call Center (800-688-6696) continues to provide help to providers with specific questions.

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