For Providers
Trillium Business System platform, Provider Direct Portal, and SFTP Integrations
Beginning Thursday, July 3, at 5 p.m. through Monday, July 7, at 8 a.m., the Trillium Business System platform, Provider Direct Portal, and SFTP Integrations will be unavailable. This upgrade will not impact any other platforms or provider portals. During this time, you will not be able to access, submit, or interact with the Trillium Production environment. We will provide notification when all systems are restored and available to continue normal activities.
Claims must be submitted prior to 5:00 pm on July 2, 2025, to be included in the July 9, 2025, check-write. All claims submitted after 5 PM Wednesday, July 2, 2025 will be processed once the system is restored on Monday, July 7, 2025.
To ensure continued access to the Trillium Health Resources SFTP environment, we are reminding organizations that IP addressing is subject to change. If your organization is connecting to Trillium Health Resources SFTP environment, you should ensure you are using the URL (sftp.ncinno.org). If your organization participates in ‘Allow Listing’, please ensure you are allowing based on URL (sftp.ncinno.org) rather than IP address.
If you have questions or concerns about how this may impact you, please submit a ticket to NetworkServicesSupport@TrilliumNC.org.
Trillium's Provider Network
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 that 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 (MH), substance Use (SU), and Intellectual/Developmental Disabilities (I/DD). 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.
IT Service Desk
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.
Provider Direct
Claim Ticket System
Assist providers with their claims-related questions or issues: Claimssupport@TrilliumNC.org.
Secure Email for Providers
For providers to create and send secure emails to Trillium staff. A comprehensive list of browsers that support TLS 1.2 is available here: Qualys, SSL Lab.
Providers Manual
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).
Provider Manual
Provider Contact Information and Portal
Find provider contact information, portals, and other resources.
