New NCTracks Feature – Provider Void of Existing PAs

Providers may need to void an existing prior approval (PA) for a variety of reasons such as having submitted the PA with an incorrect NPI, procedure code, service code, Health Plan, or PA type; wanting to use a different procedure code than what was originally submitted; recipient receiving service from another provider or recipient canceling the service or equipment request; or an unnecessary submission.

Currently, the provider must contact the NCTracks Call Center and request that the PA be voided. Beginning May 13, 2018 providers will be able to void their own PAs in NCTracks.

With this new feature, PAs can be voided under the following conditions:

  • Only a user associated with the provider (NPI or Atypical ID) who requested the PA may void it
  • The PA must have a header status of Suspended, Pending, Pend Al 1, Pend Al 2, Approved, Reduced, or Modified Approved
  • No claims may have been paid against the PA; the used amount and used units must both be zero for each detail line
  • Only PAs for NC Division of Medical Assistance services are eligible

If these conditions are met, when the provider looks up the PA on the NCTracks secure provider portal, a button labeled “Void PA Request” will be visible in the lower left corner of the screen. (If the PA is not eligible to void, the button will not be present.)

Clicking on the “Void PA Request” button will void the PA. (There is no warning message before the PA is voided.) A confirmation page will appear with a message indicating that the PA has been voided.

When a PA is voided by a provider, all lines are set to the status of Void. Once a provider voids a PA, the void status cannot be changed. If the voided services are needed, a new PA must be submitted.

Please note that for Visual Aid PAs, if the PA status is Approved, Reduced or Modified Approved, the PA can only be voided on the same day it was submitted.

Long-term care PA requests and PAs submitted through State-contracted vendors are excluded from the void option.

Participant User Guides (PUGs) PA341 PA Medical Provider and PA371 Prior Approvals Dental Orthodontic are being updated with more information on voiding PAs. The updates to these PUGs will be available in Skillport soon.