Medicaid processing system ends flawed first week - WSLS 10 NBC in Roanoke/Lynchburg Va

Medicaid processing system ends flawed first week

Posted: Updated:
RALEIGH, N.C. -

The new system processing Medicaid claims in North Carolina (NCTRACKS) ends its first week in operation with mixed reviews.  Providers in the east tell "9 on your side" that processing claims has been a nightmare with the system crashing and long wait times to get help on the phone.  Some have complained that once they wait an hour to get a call center employee on the phone, often they discover that person can't answer their question.

The North Carolina Department of Health and Human Services (DHHS) announced today the NCTRACKS system is working and officially processed its one-millionth claim.

"The system is operational. We are processing claims," said Joe Cooper, Chief Information Officer for DHHS. "Although providers are experiencing some issues with the web portal and long wait times at the call center, these types of issues are expected with any transition of a system this large and complex. We appreciate the patience and cooperation of the provider community as our 24/7 response team works diligently to resolve technical issues as quickly as possible."

Cooper points out that other states that have made similar transitions also experienced hundreds of technical issues out of the gate.  Computer Science Corporation (CSC), the new fiscal agent for DHHS, added system capacity and applied system fixes to help address some of the performance issues providers experienced this week.  Cooper says users should no longer encounter system maintenance messages erroneously and the response times on the web portal continue to improve.

DHHS says another contributor to the troubles this week is lack of training.  Cooper points out one of the reasons so many people need to call for help is that they didn't attend the offered training session.  He points out only 20% of providers attended the sessions prior to the July 1st launch.

"Until our provider partners are comfortable with system operations, call volumes and wait times are likely to remain elevated," added Cooper. "We continue to urge providers to take advantage of online and instructor-led training opportunities in the next couple of weeks to help avoid delayed payments and long waits on hold."

DHHS and CSC will hold a series of scheduled interactive information sessions over the next few weeks and regional training sessions beginning July 16. Provider Representatives will lead each session to walk providers through the key features of the new NCTracks system and the steps they need to take to submit claims and get paid. Providers can find a complete schedule of topics on the NCTracks portal, www.nctracks.nc.gov.

  • Iraq's top Shiite cleric appeals to politicians

    Iraq's top Shiite cleric appeals to politicians

    Friday, August 1 2014 7:38 AM EDT2014-08-01 11:38:15 GMT
    The United Nations says 1,737 people, mostly civilians, were killed in Iraq in July, marking a dramatic decline from the previous month, when some 2,400 people were killed as Sunni militants swept across large...
    Iraq's most influential Shiite cleric is appealing to politicians not to be "an obstacle" in the process of transition as Iraq nears a deadline to select its next prime minister.
  • 35 killed, soldier missing as Gaza truce unravels

    35 killed, soldier missing as Gaza truce unravels

    Friday, August 1 2014 7:22 AM EDT2014-08-01 11:22:40 GMT
    A three-day cease-fire in the Gaza Strip has gone into effect following heavy Israel-Hamas fighting.
    A Gaza cease-fire quickly unraveled Friday as violence erupted in and around the southern town of Rafah, with 35 Palestinians killed by Israeli shelling and the military saying one of its soldiers may have been abducted.
  • Large expert team reaches Ukraine crash site

    Large expert team reaches Ukraine crash site

    Friday, August 1 2014 6:33 AM EDT2014-08-01 10:33:39 GMT
    Ukrainian authorities said Friday that at least 10 government troops were killed in an ambush by pro-Russian separatists in an area near the wreckage of Malaysia Airlines Flight 17, but international inspectors...
    A team of several dozen international investigators descended Friday on the Malaysia Airlines Flight 17 crash site in eastern Ukraine to begin combing an area now designated as a crime scene.
Powered by WorldNow

WSLS 10, P.O. Box 10
Roanoke, VA 24022-0010

Telephone: 540.981.9110
Fax: 540.343.3157
Email: news@wsls.com

Can't find something?
Powered by WorldNow
All content © Copyright 2000 - 2014 Media General Communications Holdings, LLC. A Media General Company.