Provider Contact Information and Portals
How We Can Help You?
Provider Phone Numbers:
Provider Support Services: 1-855-250-1539.
Specialized staff can assist with your questions, or will contact the appropriate department to answer all inquiries.
Email Provider Support: NetworkServicesSupport@TrilliumNC.org.
Provider also can submit questions via this email.
NC Medicaid Provider Ombudsman: 1-866-304-7062 and 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 primary health providers (PHPs). The Ombudsman will provide resources and assist providers with issues through resolution.
Other vendors can call the Administrative & Business Matters 1-866-998-2597 (Toll-Free) for general questions and business matters.
Behavioral Health I/DD Provider Portal (Provider Direct)
A secure platform for mental health, I/DD, and substance use providers to access for the following:
- Enter or upload Treatment Authorization Requests (TARs) to obtain prior authorization
- Upload Person-Centered Plans and Individual Service Plans (ISPs)
- Access and file claims
- Submit complaints/grievances
- Access the Provider Manual
Please see the instructions on how to access Provider Direct. All providers must complete the required training and paperwork to access Provider Direct.
BH/IDD Tailored Plan Provider Manual
Provider Manual
BH/IDD Tailored Plan Provider Manual
Please note requirements covered for the Trillium Tailored Plan are not effective until Tailored Plan is launched
Trillium’s Provider Manual includes important information including the following:
- How to file claims.
- Member rights, including filing appeals and grievances.
- Provider responsibilities.
Providers have the right to appeal certain actions that Trillium takes against them. Trillium outlines our Provider appeals processes in the Provider Manual. Trillium provides written notice of a Provider’s appeal rights with the notice of decision giving rise to the Provider’s right to appeal. Trillium allows Providers to submit a written appeal request through Trillium’s online provider portal, Provider Direct, or by mailing a copy of the request, via certified mail, to Trillium (201 West 1st. St., Greenville, NC 27858).
For more information on provider appeals, please refer to the Provider Manual, or contact Trillium’s Appeals Coordinator (1-855-250-1539) or email Appeals@TrilliumNC.org.
Provider 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 training videos, quizzes, evaluations, certificates, and a record-keeping system.
To create your account and access courses, please fill out the Provider My Learning Campus User Agreement form.
Important Links
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.
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.
Trillium partners with medical and clinical professionals from our Network Provider organizations, as well as with members, their family members, and community stakeholders.
(new version will be posted soon)
Includes details on pharmacy clinical coverage, prior authorization criteria, and more.
Members may request help from providers to remain with Trillium if they are placed in the Standard Plan; NC Medicaid shares forms on this page for providers to complete and submit on member’s behalf if requested.
Assist providers with their claims-related questions or issues: Claimssupport@TrilliumNC.org.