A team of 25 DHHS employees is pitching in to help healthcare providers navigate the NC Tracks system to assure their processed claim reimbursements reach their accounts.
Operating from the Harvey Building on the Dorothea Dix campus, the team is led by Kristy Craig, part of the staff of Secretary Aldona Wos and Dena Parrish, part of the MMIS staff.
Providers known to have experienced difficulties connecting their accounts to the new system are called by the employees who have scripts that assure a connection before the call is completed.
“We’re getting a lot of positive feedback,” Craig said. “Comments range from ‘Thank you for reaching out to us to correct these problems’ from a billing contractor, to a comment from a practice administrator who said, ‘…I really appreciate the efforts from the EFT Call Center. Pearl (Floyd) walked us through the process and answered our questions. We are now up and running….’”
Since our volunteers made it through the entire list we will not need to go into a second week. While not all issues were corrected, those that did not need to be elevated were resolved. With that being said, the DHHS volunteers knocked out two weeks’ worth of calls in one week!