Reminder: Required Identification for Assistance from the NCTracks Contact Center

To comply with HIPAA guidelines and protect the privacy of recipients of services from the N.C. Department of Health and Human Services (DHHS), the NCTracks Contact Center is required to verify the identity of all callers.

In order for the Contact Center to provide any information to a caller, Customer Service Agents (CSAs) are required to verify at least two of the following five pieces of information:

• National Provider Identifier (NPI)
• Atypical provider ID
• Provider address and phone number
• Provider legal name
• Provider primary email

Callers must also provide their NCID*, and, if the caller is not the provider, the first and last name of the caller, telephone number and relationship to the provider. Callers that cannot verify the required information cannot be assisted. Providers may still access the provider portal or AVRS system to gain additional information on claims or eligibility status.

Please note that for organizations, callers must remember to provide the legal name for NPIs that share the same Taxpayer Identification Number (TIN), as reflected on the provider record in NCTracks.

*Who in my organization needs to have an NCID?

All staff who are provisioned to access a provider's record, view recipient eligibility, access training, have view/update rights on the provider record, and/or submit claims and prior approvals in the NCTracks Provider Portal will need to acquire their own North Carolina Identity (NCID) Management-issued user ID and password. For more general questions on NCID requirements, please see the General FAQ page.