Issues with LTC Prior Approval Submission

When submitting a prior approval (PA) request for Long Term Care (LTC) in the NCTracks secure provider portal, some providers have reported receiving the error message 'Submitted Recipient ID not enrolled in the selected Health Plan'. This issue is currently being researched. An update will be provided when more information is available.
 
In the meantime, below are two options that may correct the issue:
 
 1. It has come to our attention that providers enter the Recipient ID (RID) on the LTC PA screen to confirm whether the RID is eligible or pending. When doing this and it is determined the RID is pending, you must be sure to first delete the RID entered and then mark YES to the question 'Is the recipient pending eligibility?' (The user needs to delete the RID before selecting YES for the pending eligibility question.)
 
2. If you have completed step 1 and it did not resolve the error and you are working from a draft, start over with a new PA rather than complete the draft. If the eligibility is pending, do not enter the RID but mark YES to the question 'Is the recipient pending eligibility?'