Reminder: Call Center Cannot Disclose PA or Claim Info to Recipients

Some recipients have been contacting the NCTracks Call Centers, including the Pharmacy Prior Approval Unit, regarding pending or denied prior approval (PA) requests and claims. The Call Centers are not allowed to discuss information regarding PA or claims with a recipient. The only information that the Call Centers may disclose to recipients pertains to their own eligibility, as reflected in NCTracks.

NCTracks can only discuss PA and claim information with providers.  A provider should keep the recipient informed of the status of any PA requests.  Providers should not refer a recipient to NCTracks for this information.