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 of the provider record needing an update, and the 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 an email notification will be sent to the existing OA, the provider and all officers associated with the NPI when the OA Change Application is submitted and subsequently when it is approved.

You will need the authorization code association with the NPI on the request.

Authorization codes are designed to increase security by preventing unauthorized users from accessing the NCTracks provider record without provisioning. Sent in the provider’s Welcome Letter at the time of application approval, 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.

The authorization code is included in the Welcome Letter sent to newly approved providers.  To prevent unauthorized users from accessing the NCTracks Provider Record without provisioning, NCTracks implemented a process for requesting an NPI authorization code when the Welcome Letter is unavailable and the authorization code is unknown.

 

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.

If the new OA is an active OA of another NCTracks record, the OA change request will process within 24-48 hours.  If the new OA is not an active OA of another NCTracks record, a decision will be rendered when credentialing is complete.

 

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.

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.

If your office administrator is no longer available and you do not have access to your NCTracks individual or organization provider record, you will need to request a change to the OA by completing the OA Change. Begin this OA Change process by visiting the OA Change Process webpage. For additional assistance, contact NCTracks at 1-800-688-6696.

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.

No.  The email address must be unique to each NCID. If a user tries to register with an email address that is already associated with an existing NCID account, the system will prevent the user from registering with that duplicate email address. Existing accounts with duplicate email addresses are grandfathered in, but a unique email address will be required for new account registrations.

An email notification will be sent to the existing OA, the new OA, the provider (if any individual record) and all officers associated with the NPI 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. The OA must be listed on the NCTracks provider enrollment record with a Managing Relationship, or as the Provider (individual record) or an Owner.

Office administrators (OAs):

• Initiate provider enrollment, re-enrollment and reverification applications, and submit updates to the provider record through the available manage change request (MCR) applications.
• Primary authorized contact for the NCTracks provider record and can perform any type of enrollment or data maintenance required on the provider record, including:
  • Signing enrollment applications
  • Submitting Electronic Fund Transfer (EFT) updates
  • Provisioning additional users within their practice, which may include adding, maintaining, and deleting user roles for individual staff, or establishing and editing User Groups

User administrators:

• User Administrators (UAs) are designated by the OA and then can:
  • provision General Users for Access Rights/Roles
  • have their own Access Rights/Roles as designated by the OA.  

General users:

• Have system access as needed to fulfill their job responsibilities, such as checking eligibility, submitting claims, requesting Prior Approval, etc.
• Assigned Access Rights/Roles, and cannot add or modify user roles. These users are not required to be listed with a Managing Relationship on the NCTracks provider record. 

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

• Designated by the OA and can have abilities that most closely resemble the OA, including the ability to initiate and submit provider enrollment related applications. 
• Must also be designated as a User Administrator (UA), giving them the ability to provision others.
• Must be listed on the NCTracks provider enrollment record with a Managing Relationship or as the Provider (individual record) or an Owner.
• May have their own Access Rights/Roles as designated by the OA.  
• Do not have the ability to submit EFT updates to the NCTracks provider record. This is the only difference between an OA and an MR User.  

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

• Complete initial enrollment, re-enrollment, re-verification, maintain eligibility and MCR applications.
• Note: the ES must send the completed application to the OA or MR User for electronic signature and submission.

• Complete and submit abbreviated MCR applications (except the abbreviated EFT application).   

For more information, please see the NCTracks announcement Utilizing the Managing Relationship (MR) User Role 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 user 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.

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.