NCTracks, the state’s new Medicaid billing system, launched successfully July 1 with customer service representatives standing by to assist providers. Built and operated by Computer Sciences Corp. (CSC), NCTracks replaces North Carolina’s 35-year-old Medicaid Management Information System with the nation’s first Medicaid-based multi-payer system.

“This very complex system has been 10 years in the making, but seeing it through to today’s launch is an example of our commitment to enhancing technology to improve efficiencies in the department,” Secretary Aldona Wos said on launch day. “We anticipate that NCTracks will save the state $35 million each year in operating costs while making it easier for providers to submit claims and receive more accurate reimbursements.”

With NCTracks, Medicaid providers can submit claims using an online portal.

“Based on conversations with other states that made similar, successful system conversions, we anticipate two primary sources of disruption during the first 60 to 90 days: expected technical issues and a learning curve for users,” said Joe Cooper, DHHS Chief Information Officer. “We have established a call center with expanded hours and staff to manage the expected increase in call volume, as well as a centralized command structure with a 24/7 response team that is resolving technical difficulties as swiftly as possible.”

Providers who call DHHS staff for assistance are to be redirected to the Call Center at 1-800-688-6696 for the most accurate answers to their questions.

“The best way to avoid potential issues and delayed payments is to undergo training in the new system,” added Cooper. “We continue to urge providers to take advantage of online and instructor-led training opportunities to understand how to use the new system features and enhancements.”

Gov. Pat McCrory joined Secretary Wos and DHHS CIO Joe Cooper July 9 to visit the NCTracks call center and command center. McCrory congratulated DHHS, and its vendor CSC, on NCTracks’ successes that include processing more than 4 million claims since July 1 and paying many Medicaid claims a full week ahead of schedule. McCrory also thanked the teams for their work in helping North Carolina providers through this transition period.

Each year, NCTracks will process 88 million claims from more than 70,000 healthcare providers totaling $12 billion that cover the services provided to more than 1.5 million Medicaid beneficiaries. The system will also promote information sharing and efficiencies by consolidating several other aging computer systems in Public Health, Mental Health and Rural Health, which will:

• Decrease the likelihood of fraud and abuse by making available more provider, recipient and claims data.
• Improve operations for the state, providers and recipients by switching providers from a paper to a digital submission process. (At least 57 forms have been eliminated.)
• Accelerate processing/adjudication times.
• Improve cash flow. (Providers will be paid 50 times a year, almost weekly; up from 42.)
• Provide for electronic submissions for claims, prior authorization, enrollment, inquiry options, and attachments - saving money and time.