NCTracks Support During Inclement Weather

Due to recent inclement weather, providers may experience a longer than normal hold time for the NCTracks Call Center and/or the Pharmacy Prior Approval Unit. Providers are encouraged to take advantage of several alternatives for receiving support from NCTracks, which may be faster than waiting on the phone.

 

NCTracks Secure Provider Portal

The secure NCTracks portal gives providers access to almost all the same information available from the Call Center, including eligibility status, claim inquiry, checkwrite information, and prior approval. In fact, the recommended method for submitting a prior approval (PA) request is to key it directly into the secure NCTracks provider portal. Requesting medications or other services via the portal is the fastest and most efficient method for obtaining prior approval. Providers should upload and attach any supporting documentation when required. If you are not familiar with how to submit a PA on the portal, refer to the resources under the Prior Approval heading on the Provider User Guides and Training webpage.

 

Contact Us Link

Another alternative for communicating with NCTracks is the “Contact Us” link found in the footer of every NCTracks webpage. This link takes the user to the Contact Us form, which allows you to enter NPI, name, phone number, and email address, as well as a description of the problem or question. Note that Protected Health Information (PHI) or Personally Identifiable Information (PII) about recipients should not be included in the Contact Us form.

 

Fax and Email

Fax and email are also reliable methods of communication with NCTracks. When sending a fax, use the appropriate telephone number based on the chart below and include a cover sheet with the provider NPI.

Main Fax Number	855-710-1965
Pharmacy Prior Approval Fax Number	855-710-1969
Non-Pharmacy Prior Approval Fax Number	855-710-1964

Emails to NCTracks should be directed to NCTracksProvider@nctracks.com.

 

72-Hour Emergency Supply Available for Drugs Requiring PA

During inclement weather, pharmacy providers are encouraged to use the 72-hour emergency supply allowed for drugs requiring prior approval. Use of this emergency supply will ensure access to medically necessary medications. The system will bypass the prior approval requirement if an emergency supply is indicated. Use a “3” in the Level of Service field (418-DI) to indicate that the transaction is an emergency fill. There is no limit on the number of uses of the emergency supply.

Using one or more of the alternatives above for receiving support from NCTracks may provide a faster response and enable providers to meet the needs of their patients during inclement weather.