Common Error: Faxes Sent to the Incorrect Number

One of the most common errors in submitting information to NCTracks via fax is using the incorrect fax number. Misdirected faxes, including Prior Approval (PA) Notice of Request for Additional Information and Requests for PA Certificate of Medical Necessity (CMN), are often being sent to the NC Department of Health and Human Services (DHHS) instead of NCTracks.

When responding to a PA request for additional information, uploading the documents to the provider portal is the quickest submission. However, fax is an acceptable means of submission for various forms and supporting documentation. Using the correct fax number will ensure the information is received by the intended group in a timely fashion, so it can be acted upon more quickly.

There are two key actions that will help get faxes to the correct party:

• Use the fax number provided on the form. For example, the CSRA PA Attachment Cover Sheet includes both the NCTracks mailing address and fax number. Do not use the fax number that appears in the footer of letters bearing the NC DHHS logo.
• Download the most recent version of the form from the NCTracks website. Misdirected faxes are often the result of using an older, outdated version of the form.

If you are uncertain regarding which fax number to use, consult the NCTracks Contact Information document under Quick Links on the NCTracks provider portal home page. The valid NCTracks fax numbers are:

Main Fax Number: 855-710-1965

Pharmacy Prior Approval: 855-710-1969

Non-Pharmacy Prior Approval: 855-710-1964