TRILLIUM'S PROVIDER NETWORK
You can access the Provider Manual through the Provider Direct or Provider Learning Campus
Partnering to support well-being.
We are proud to work together with a network of incredible health care providers to offer the right, individualized care for the people we serve. Our collective community-based approach focuses on meeting people’s unique needs. Trillium recognizes our success in managing these services depends upon the providers in our network.
We will not compromise the quality of services for serious mental health, substance use, and intellectual/developmental disabilities. We fully recognize our success in managing these services depends upon you and other providers in our network to ensure access to high-quality, medically necessary care.
The information on these pages is designed to support you with easy access to the tools, information, and resources you need. Note the following quick links:
| LINK | DESCRIPTION |
|---|---|
| Provider Direct | Platform to enter or upload Treatment Authorization Requests (TARs); Person-Centered Plans (PCPs); Individual Service Plans (ISPs); Claims. |
| My Learning Campus | Web-based training/education site to access recorded modules on topics Trillium deems important for Providers to complete. Available 24/7, including videos, tests, evaluations, certificates, and record-keeping system. To create your account and access courses, please fill out the Provider Learning Campus User Agreement form. |
| Provider Support Service Line toll-free number 1-855-250-1539 Monday - Saturday, 7 a.m. - 6 p.m. |
Our Provider Support Service Line is available for our network serving our populations in North Carolina. |
| Clinical Practice Guidelines | Providers are expected to maintain and/or advance the quality of services through the demonstration of practice consistent with pertinent Clinical Practice Guidelines and Best Practices. |
| IT Service Desk Email (PDSupport@TrilliumNC.org) |
IT assistance with logins, passwords, access to platforms, and other technical system issues. |
| Network Services NetworkServicesSupport@TrilliumNC.org |
Network Services Ticket System for all questions, concerns, comments, and requests. |
| Zixmail Secure for Providers | For providers to create and send secure emails to Trillium staff. As of June 3, 2018, all internet browsers used to access Zixmail must support TSL 1.2 or higher. A comprehensive list of browsers that support TLS 1.2 is available here: Qualys, SSL Lab. |
| Committees | Trillium partners with medical and clinical professionals from our Network Provider organizations, as well as with members, their family members, and community stakeholders. |
| Provider Ombudsman 919-527-6666 (Medicaid.ProviderOmbudsman@dhhs.nc.gov) |
The Division of Health Benefits (DHB) has created a Provider Ombudsman to represent the interests of the provider community by receiving and responding to inquiries and complaints regarding PHPs. The Ombudsman will provide resources and assist providers with issues through resolution. |
| NC Medicaid Enrollment Broker | Members may request help from providers to remain with Trillium if they are placed on the Standard Plan; NC Medicaid shares forms on this page for providers to complete and submit on member’s behalf if requested. |
Thank you for being our partner in providing high-quality, medically necessary services.
Permanent Supportive Housing Training Requirements and the Transitions to Community Living Initiative
North Carolina, entering the sixth year of the Transitions to Community Living Initiative (TCLI), coordinates with the Technical Assistance Collaborative (TAC) on the development of comprehensive Permanent Supportive Housing (PSH) training. The PSH training is based on the Substance Abuse Mental Health Services Administration (SAMHSA) Evidence-Based Practices Toolkit and supports the use of best practices in supporting individuals with mental illness in independent, community housing. Effective July 1, 2020, the DHHS-approved Tenancy Supports Training is the PSH training.
The PSH training is required for Community Support Team (CST) staff. Both Assertive Community Treatment (ACT) teams and Transition Management Services (TMS) teams also provide critical housing support to individuals participating in TCLI.
- Per the current ACT policy and the attached TMS service definition, staff must complete the DHHS-approved Tenancy Supports training.
- To support North Carolina in successfully placing and supporting individuals in independent, community housing, DHHS is requiring all ACT Housing Specialists and TMS Team Leads to complete the PSH training. All ACT teams and TMS teams must meet this requirement no later than March 1, 2021.
The training must be facilitated by approved trainers to meet the requirements. Qualified trainers include:
- The UNC Institute for Best Practices and Peer Voice NC
- Point of Contact - Stacy L. Smith at stacy_smith@med.unc.edu
- Alliance Health
- Point of Contact –providernetwork@alliancbhc.org
- Partners Behavioral Health Management
- Point of Contact - Training@partnersbhm.org
- Vaya Health
- Points of Contact - Lindsay Locklear provider.traning@vayahealth.com
If you have questions, please contact Saarah Waleed at 984-236-5060 or saarah.waleed@dhhs.nc.gov.
Network Adequacy & Accessibility Reports (former Gaps & Needs Analysis)
The Network Adequacy & Accessibility Report is an annual study of our catchment area and the people who live there. It also looks at where services are available and how people use them. Ultimately, the analysis serves as a roadmap for determining future growth based on current capacity and identified needs.
DHHS Provider Satisfaction Survey
The Carolinas Center for Medical Excellence (CCME) was contracted to conduct a satisfaction survey of the providers participating in the 1915(b)/(c) Medicaid Waiver program. This survey allows the State and the health plans to measure how well they are meeting providers’ expectations and needs. The purpose of the survey is to assess provider perceptions of the LME/MCOs in North Carolina.
The results from this survey allow DHB to assess the LME/MCOs’ ability in the following three areas:
- Interacting with their network providers
- Providing training and support to their providers
- Providing Medicaid Waiver materials to help their providers strengthen their practice
2020 Provider Satisfaction Survey Report
Trillium requires priority admission to all women who are pregnant and injecting drugs, pregnant and using substances and other individuals who are injecting drugs.
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