Backup NCTracks Office Administrator Role Available Effective May 17

Effective May 17, 2026, a new enhancement was implemented in NCTracks for NC Medicaid providers that allows the Office Administrator (OA) to assign one Backup Provider Office Administrator. This will establish two OA roles: one Primary OA and one Backup OA.

With this change, an Office Administrator may provision one Managing Relationship User (an owner, managing employee or provider), the role of a Backup Provider Office Administrator with the same user privileges and access rights as the primary Office Administrator for an existing approved provider application when the user has no adverse findings and without changing the access or privileges currently defined for all other NCTracks provider portal user roles. Once provisioned, the Backup Provider OA will also receive notice of all communications sent to the primary OA.

Newly Enrolling Providers

An initial enrollment application can only be signed and submitted by the primary OA. However, in the initial enrollment application, the primary OA can assign a Backup Provider OA to one of the Managing Relationship individuals or Owner listed in the application. For additional information, see the NCTracks User Guide for the type of application submitted.

Currently Enrolled Providers

An existing provider may assign a Backup Provider OA through the OA Change Request process, which has been modified to include this option. The OA Change Request credentialing and approval process remains unchanged.  

Please note:

  • The Backup Provider OA assignment will only apply to the record identified in the OA Change Request application, not to all records which the primary OA manages. A separate OA Change Request application must be submitted for each record intending to assign a Backup Provider OA.
  • The assignment of an individual as a primary and Backup Provider OA does not change automatically. For example, when the primary Provider OA is end-dated, the Backup Provider OA does not automatically assume the role of primary OA of the NCTracks record. 
  • When a change is needed, the OA Change Request process must be used to modify the assignment of the primary or Backup Provider OA.
  • All existing Office Administrator change application rules will also apply to Backup Provider OA requests.
  • Billing Agent applications do not capture Managing Relationship User information, so Backup OA functionality will not be available for Billing Agents.
  • This update applies to NC Medicaid providers only. Providers associated only with Division of Mental Health, Developmental Disabilities and Substance Use Services (DMHDDSUS) health plans are not impacted.