Office Administrator, User Setup & Maintenance FAQs

Information about an OA Change Application is available here. The process requires the NCID and password of the new OA as well as the NPI/Atypical ID and associated authorization code. NCTracks has implemented a process for requesting the authorization code when unknown. Providers should call the NCTracks Call Center (800-688-6696) prepared to offer the information required to verify the caller’s identity and relationship to an NCTracks provider. Providers should also note that effective Jan. 30, 2022, an email notification will be sent to the existing OA, the provider and all officers associated with the NPI referenced on the request when the OA Change Application is submitted and subsequently when it is approved.

You will need a NPI authorization code.

To prevent unauthorized users from accessing the NCTracks Provider Record without provisioning, NCTracks implemented a process for requesting an NPI authorization code.

In order to request the authorization code associated with an NPI, providers should call the NCTracks Call Center (800-688-6696) prepared to offer the information required to verify the caller’s identity and relationship to an NCTracks provider. More information may be found here.

Upon submission and subsequently upon approval, an email notification will be sent to the new OA, existing OA, the provider and all officers associated with the NPI referenced on the request.

IMPORTANT: This FAQ only applies to the office administrator (OA) for individual and organization accounts.

If you are the office administrator and have forgotten your NCID password and are unable to reset it, you will need to request a new NCID. To register for a new NCID, please visit the NCID website at https://ncid.nc.gov. At the bottom of the page, click the Register button. You will need to select a different NCID. However, you may use the same email address.

Once you have registered your new NCID, complete an OA Change Application to request that the NPIs be updated with the new OA NCID in NCTracks. You will need to follow the instructions on the OA Change Process webpage.

IMPORTANT: This FAQ only applies to individual providers.

Note: If you are an individual provider set up as a user for your NPI, you will already have access to your provider record. Otherwise, you must submit a Change OA Application to become your own OA.
If your office administrator is no longer available and you do not have access to your NCTracks individual provider record, you will need to request a change to the OA by completing the NPI Authorization Code Request Process.

Providers are allowed to request an update to an office administrator even if the NCTracks record is in a terminated status. The process for updating the OA on a terminated record is exactly the same as an active record.

According to the NCID FAQ webpage, two NCID accounts can point to the same email address: "When entering an email address, NCID displays a message if an existing account(s) is using the same email address, but you will be able to continue to create the account."

An email notification will be sent to the existing OA, the new OA, the provider and all officers associated with the NPI referenced on the request when the OA Change Application is submitted and subsequently when it is approved.

The OA must be a provider, a managing employee, or an owner.

Authorization codes are designed to increase security by preventing unauthorized users from accessing the NCTracks provider record without provisioning. Authorization codes are required to complete the Currently Enrolled Provider (CEP) Registration process and OA Change Application. To request the authorization code associated with an NPI, providers should call the NCTracks Call Center (800-688-6696) prepared to offer the information required to verify the caller’s identity and relationship to an NCTracks provider.

Office administrators (OAs):

• Can submit applications on behalf of the provider
• Can add, maintain, and delete user administrators, general users, MR users and enrollment specialists
• Can add and edit User Groups

User administrators:

• Can add, maintain, and delete general users

General users:

• Can be assigned roles for the duties they have access to perform

Managing relationship (MR) users (Can be a user administrator or a general user):

• Can submit applications on behalf of the provider

Enrollment specialist (Can be a user administrator or a general user):

• Can complete, but not submit, applications on behalf of the provider

 

For more information, please see the Reminder of User Types and Roles in NCTracks.

The User Management page in the secure NCTracks portal allows OAs and user administrators to view and edit all user roles on the provider record. They may also filter by active users to review all currently active roles for that profile. Any users  no longer associated with the provider record should be deleted. To close a user on the User Management page, select Closed from the User Status drop down and click the Save button.

Regardless of answering yes or no, all existing owners and managing employee users will remain associated with this NPI. Selecting yes means other users will remain associated with the NPI. Selecting no means that other users will NOT remain associated with the NPI. Please see the following FAQs for more details on each option. Specific examples/scenarios and more information may be found in the communication Office Administrator (OA) Change Tips: How to Answer “Do you want the existing user to continue to have access to this NPI”?

When yes is selected, the user administrators, general users, MR users and/or enrollment specialists of the previous OA will be transferred to the new OA.

The previous OA and MR users will still have access to the NPI on the Status and Management page because they are still an owner/managing employee. The previous OA is still able to submit manage change requests (MCRs), re-verification and re-enrollment applications on behalf of the provider. The new OA must complete an MCR to end-date all owner/managing employee relationships that are no longer associated with the NPI. If the new OA wishes to terminate a user’s access to the NPI, they can update the user’s access via the User Maintenance function.

Specific examples/scenarios and more information may be found in the communication Office Administrator (OA) Change Tips: How to Answer “Do you want the existing user to continue to have access to this NPI”?

When no is selected, only the previous OA and any MR users for that NPI will be transferred to the new OA. No other previous users will be transferred to the new OA. The previous OA and MR will still have access to the NPI on the Status and Management page because they are still an owner/managing employee. The previous OA is still able to submit MCRs, re-verification and re-enrollment applications on behalf of the provider. The new OA must complete an MCR to end-date all owner/managing employee relationships that are no longer associated with the NPI. If the new OA wishes to terminate a user’s access to the NPI, they can update the user’s access via the User Maintenance function.

Specific examples/scenarios and more information may be found in the communication Office Administrator (OA) Change Tips: How to Answer “Do you want the existing user to continue to have access to this NPI”?

The new OA must complete an MCR to end-date all owner/managing employee relationships that are no longer associated with the NPI. In addition, the new OA can update any user’s access via the User Maintenance function.