(This is an excerpt from the September 2013 Medicaid Bulletin)

Attention: All Providers and NC Health Choice Providers

NCTracks Contact Information

NCTracks has replaced the legacy Medicaid Management Information System (MMIS) for processing Medicaid claims. The NCTracks system consolidates several claims processing platforms into a single solution for multiple divisions within the N.C. Department of Health and Human Services (DHHS). These divisions are:

• Division of Medical Assistance (DMA);
• Division of Mental Health, Developmental Disabilities and Substance Abuse Services (DMH/DD/SAS);
• Division of Public Health (DPH); and,
• Office of Rural Health and Community Care (ORHCC)

CSC is the state contractor for NCTracks and assumed many of the telephone numbers and post office boxes previously used by legacy vendors. The following list outlines how best to contact CSC for various topic areas.

Internet Communications:

General:

The NCTracks Website address is www.nctracks.nc.gov/. There is a “Contact Us” link at the bottom of every Web page.

Information on Provider Enrollment:

Enrollment functionality previously associated with the CSC Enrollment, Verification and Credentialing (EVC) Website is now available through the new NCTracks Provider Portal, at www.nctracks.nc.gov. For more information, see https://www.nctracks.nc.gov/content/public/providers/provider-enrollment.html.

Email Correspondence:

Emails related to NCTracks should be directed to NCTracksProvider@nctracks.com.

Medicaid Email Alerts:

Refer to the article titled Receiving Email Alerts Through NCTracks in this bulletin to learn more about receiving email alerts regarding important Medicaid information between monthly cycles of the general Medicaid Provider Bulletin.

Telephone Numbers:

NCTracks Automated Voice Response System (AVRS): 1-800-723-4337 

NCTracks Call Center

• Main Call Center Number: 1-800-688-6696 
• Prior Approval Unit (Medical and Dental): 1-800-688-6696 
• Prior Approval Unit (Pharmacy): 1-866-246-8505 
• Provider Enrollment: 1-800-688-6696 
• Trading Partner Agreements: 1-800-688-6696

NCTracks Fax Numbers:

• Main Fax Number: 919-851-4014
• Pharmacy Prior Approval: 866-246-8507
• Non-Pharmacy Prior Approval: 919-816-3139 
• CA Overrides: 919-816-4420 

Mailing Information:

General Correspondence:

CSC
P.O. Box 300009
Raleigh, NC 27622-8009

Prior Approval Requests:

CSC
P.O. Box 31188
Raleigh, NC 27622-1188

Provider Enrollment Supplemental Information:

CSC
Provider EVC Unit
P. O. Box 300020
Raleigh, NC 27622-8020

Courier Deliveries – UPS or Federal Express:

CSC
[Name of CSC Employee or Department]
Suite 102
2610 Wycliff Road
Raleigh, NC 27607-3073

It is highly recommended that overpayments be handled by submitting a replacement claim to NCTracks, which will result in the fastest application of refunds.  However, if a refund check is sent, it should be mailed to one of the following addresses:

Refunds to Medicaid

Misc. Medicaid Payments
PO Box 602885
Charlotte, NC  28260-2885

Overnight Address for Medicaid Refunds

Misc. Medicaid Payments
Lockbox Services (602885)
1525 West  W.T. Harris Blvd. - 2C2
Charlotte, NC   28262

Refunds to Public Health

Misc. DPH Payments
PO Box 602879
Charlotte, NC  28260-2879

Overnight Address for DPH Refunds

Misc. DPH Payments
Lockbox Services (602879)
1525 West  W.T. Harris Blvd. - 2C2
Charlotte, NC   28262

All claims are expected to be submitted electronically through NCTracks. However, if paper versions of claims are permitted under State policy, they should be mailed to:

CSC
P.O. Box 30968
Raleigh, NC 27622-0968

NCTracks Call Center Hours of Operation

General:

Monday through Friday: 8:00 a.m. to 5:00 p.m.

Pharmacy Prior Approval:

Monday through Friday: 7:00 a.m. to 11:00 p.m.
Saturday and Sunday: 7:00 a.m. to 6:00 p.m.

Non Pharmacy Prior Approval:

Monday through Friday: 7:00 a.m. to 7:00 p.m.
Saturday and Sunday: 8:00 a.m. to 5:00 p.m. 

For up-to-date information, click here to go directly to NC Tracks.