A Message from NCTracks on Behalf of NC Medicaid NC Medicaid Ombudsman Program Transition

A Message from NCTracks on Behalf of NC Medicaid

An important update regarding the NC Medicaid Ombudsman Program (Member Ombudsman).

The Member Ombudsman contract with Legal Aid of North Carolina (LANC) will conclude December 31, 2025, and will not be renewed. While this marks the end of LANC’s role, the essential functions implemented by the Member Ombudsman will continue with reduced services. Beginning January 2, 2026, operations will transition to the North Carolina Department of Health and Human Services, Division of Health Benefits (NC Medicaid).

What to Expect:

• The Member Ombudsman phone number (877-201-3750) will remain the same.
• The current website will redirect to a new page on the NC Medicaid website.
• NCDHHS Member Ombudsman agents will not refer beneficiaries and families directly to social needs programs (such as food, housing, utilities). Instead, the agents will connect beneficiaries to their health plan for care management support.

We understand this program intersects with many areas of your work. If you have questions or concerns about how this transition may affect your organization, please contact Medicaid.NCEngagement@dhhs.nc.gov.

Your input is essential to ensuring a seamless and inclusive transition. We appreciate your continued partnership and commitment to serving North Carolina’s Medicaid beneficiaries. Please stay tuned for additional updates as we move forward.