Identification Required by 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 two of the following five pieces of information:

 

  1. National Provider Identifier (NPI)
  1. Atypical Provider ID
  1. Address and Phone Number
  1. Provider Legal Name
  1. Primary Email


In addition, if the caller is not the provider, the CSAs are required to record the first and last name of the caller, telephone number, and relationship to the provider.  (See the December 6, 2013, newsletter.)  Callers that cannot verify two pieces of information or do not provide the required contact information will not be assisted.

Note that with the recent update to organization name on provider records, 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.