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.
Providers may also submit questions via email.
Pharmacy Benefits Manager: 1-855-662-0277
- Pharmacy providers can call to ask about prior authorization forms, inquire about the formulary, and more.
Non-Emergency Medical Transportation (NEMT) (for Tailored Plan Medicaid Members only): 1-855-397-3606
- To inquire about transportation for members to appointments, providers can use this number. *Note: State-funded recipients are not eligible for this service. NC Medicaid Direct members still need to call their local Department of Social Services to arrange transportation.
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 (PCPs) 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.
Physical Health Provider Portal
A secure platform for physical health care providers to access for do the following:
- Enter physical health service authorizations.
- Submit physical health claims for appropriate primary medical ICD-10 diagnosis codes; see Claims Submission Protocol Table for more information.
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.
Physical Health Provider Manual
The Physical Health Provider Manual includes important information including the following:
Member Rights, including filing appeals and grievances
Provider Responsibilities
Medical Management
For information on billing Physical Health claims, please visit the Billing Manual located on the same page.
Pharmacy Portal (PerformRx)
Includes prior authorization request forms for pharmacy use, Drug Utilization Review Program, and more.
*Providers will access the pharmacy portal using the CCH portal link
Providers can also view Trillium’s Pharmacy Services and Drug Formulary page for more information.
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.