DHHS Secretary Aldona Wos was taking no chances as she prepared providers, stakeholders, citizens, legislators and news media for the launch of NCTracks, the state’s new Medicaid claims processing system.

Television interviews, news releases and op-ed pieces in newspapers were all part of efforts to keep the information streaming from DHHS to citizens, and providers in particular. Meetings with providers of health care services and even a trip to the NCTracks Call Center were all gauged to build awareness and to educate anyone who would read, watch and listen to news reports about the change that is coming to Medicaid billing as well as the longer-term need to reform a costly system.

She also took time to offer thanks and gratitude to Joe Cooper, DHHS Chief Information Officer, and to teams of employees that have worked extra hours over the past months to push the switchover to NCTracks over the goal line on time. 

The call center has added staff who will be working expanded hours to help with an anticipated influx of calls in the first several weeks as providers get used to using the new system. DHHS will be monitoring the system’s performance on a real-time basis and will be making adjustments to stay ahead of the claims processing load.

Last month two leading newspapers published op-ed articles written by DHHS leadership.. The Winston-Salem Journal published an op-ed from Secretary Wos focusing on Medicaid reform. The Fayetteville Observer published an op-ed from Medicaid Director Carol Steckel that focused on comments made June 19 by Gov. Pat McCrory to Medicaid employees. The Governor emphasized the importance to the state budget of their accurately projecting Medicaid claims and working collaboratively to reduce errors and share knowledge.