Some glitches as NC debuts costly new Medicaid process - WSLS 10 NBC in Roanoke/Lynchburg Va

Some glitches as NC debuts costly new Medicaid process

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North Carolina has made a major change in how it handles Medicaid claims.

The "NC Tracks" computer system went online Monday morning, despite some challenges along the way.

In May, a report by the State Auditor raised serious questions about the system. The report said critical tests hadn't been performed and the software failed in some areas.

The system came in over budget - costing the state nearly half a billion dollars.

Meanwhile, 70,000 medical providers across the state will depend on the new system to file Medicaid claims

DHHS said Monday they were seeing minor glitches that was leading to high call volumes.

The new system replaces a 35-year old one and is supposed to modernize the Medicaid billing process by cutting  out the paper bills and streamlining  how providers get paid.

The system, which resulted from the most expensive contract in state history, is expected to save $35 million dollars a year.

DHHS said they have 500 employees working around the clock to handle any issues that come up during the transition period. 

"As we get them, we are addressing them one after another," said Joe Cooper, chief information officer at DHHS. "But with something this large there's always going to be some things that fall through the cracks. We are experiencing that now to some extent and we are addressing that as we go."

DHHS expects the adjustment period to last about two months.

The high volume of calls could mean longer waits, but you can track wait times on the "NC Tracks" web page.

The phone number for technical issues is 1-800-688-6696.

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