Extended hours for Non-Pharmacy PA questions

The NCTracks Call Center offers extended hours for questions related to non-pharmacy prior approval (PA), according to the following schedule:

7:00 a.m. to 8:00 a.m. Monday through Friday
5:00 p.m. to 7:00 p.m. Monday through Friday

8:00 a.m. to 5:00 p.m. Saturday

When calling regarding non-pharmacy PA during extended hours, providers should choose the option for Pharmacy PA (option #1) to get their question answered. (During extended hours, the Call Center menu is different than during regular business hours.)

This service is specifically for questions related to non-pharmacy PA. The Call Center is not able to address any other questions during the extended hours. This does not affect Pharmacy PA support, which continues to be provided as it is today.

These extended hours for non-pharmacy PA questions are in addition to the regular Call Center hours, which are outlined in the Contact Information document under Quick Links on the Provider Portal home page. (See link below.) Regular and extended hours are subject to change on holidays.

To contact the Call Center regarding non-pharmacy PA questions during extended hours, dial 1-800-688-6696 and select option 1.