Notices and Alerts

The NC HIEA’s technical partner, SAS, will be transitioning from Sirius to ServiceNow CSM as their ticketing system in mid-January. Please continue to send your requests to hiesupport@sas.com to create a ticket. After the transition to CSM, confirmation of the request you submitted will include a case number that begins with HIE (for example, Case: HIE0000123).

There will be a delay in updating of pharmacy dispense data while we perform necessary system maintenance due to the most recent upgrade. This data will not be updated after Thursday, November 7, 2024, for a period of approximately 6-10 weeks. We will update participants as soon as this maintenance is completed or if there are any delays.
This delay will not impact participants’ compliance with the HIE Act.
If you have a Full Participation Agreement and access to the NC HealthConnex Clinical Portal:
You may still view pharmacy reports within the NC HealthConnex Clinical Portal under the Patient Reports   section, however, this data will not be current after November 7, 2024.
If you are a pharmacy live and submitting data to NC HealthConnex:
Please continue to submit all pharmacy data. This data will be queued while we perform system maintenance and will begin to flow once again to the Clinical Portal once the maintenance is completed.
If you are a pharmacy with a participation agreement with the NC HIEA who has not yet been connected:
We will continue working on your connection project in the background. If your facility goes live during the maintenance period, please continue to submit data. This data will be visible in the Clinical Portal once the process is completed.
If you have additional questions, please contact the NC HealthConnex Provider Relations team at (919) 754-6912. 
 

The NC HealthConnex team is committed to supporting those most in need in western North Carolina impacted by Hurricane Helene. The NC HealthConnex Clinical Portal is a web-based application that allows providers to access critical clinical information such as medical history, medications and treatment plans for displaced patients.

Here are some steps you need to take to gain access based on your current participation status with the NC HIEA.

If you currently have a Full Participation Agreement:

• A Full Participation Agreement and login credentials are required to utilize this service.
• Current participants can request credentials by contacting the NC HealthConnex Help Desk at HIESupport@sas.com. For after hours or weekend support, please call 919-531-2700 for immediate assistance.
• Providers with credentials can access the portal from any web browser by visiting https://portal.nchealthconnex.net.
• After searching for a patient, you will need to click “Declare Patient Relationship” to look up patients with whom you do not have a previous treatment relationship. This action will attest that you have a reason to be accessing this patient’s information.
• To get started using the NC HealthConnex Clinical Portal, please see this Quick Start Reference Guide or view this demonstration video.

Providers who do not have internet access at the site from which they are working:

• If part of your organization has internet access, relay of information from within the Clinical Portal is at the discretion of your organization’s policies, so long as it adheres to the NC HIEA participation agreement.

If you have a Submission Only Participation Agreement:

• You will need a Full Participation Agreement in order to gain access to the NC HealthConnex Clinical Portal. A Submission Only agreement is not sufficient.
• In order to switch to a Full Participation Agreement, please contact the NC HIEA Provider Relations team via email at hiea@nc.gov or via phone at 919-754-6912.
• In order to facilitate timely patient care, the provider relations team is prepared to expedite requests for affected providers.

If you do not have an agreement on file with the NC HIEA:

• The NC HIEA can expedite enrollment for new providers in the western part of the state and can provide training on the use of systems, etc. Please contact the NC HIEA Provider Relations team via email at hiea@nc.gov or via phone at 919-754-6912.

If you are a user of the NC HealthConnex Clinical Portal and experience any issues over the weekend, you will need to call the Help Desk at 919-531-2700.

Notice: The Atrium Health data connection is back to full capacity. The individual Atrium Health hospitals will be defined in the Facility Place of Service field under the Atrium Health organization in the notifications. As a reminder, Atrium Health is sending North Carolina mandated data for state funded services only and not all patient data.

Below you will find participants that we are actively working with to resolve any disruption(s) to their connection to NC HealthConnex. The purpose of this table is to keep NC HealthConnex participants informed of interruptions to data feeds.

As a result of these temporary downtimes, other NC HealthConnex participants might experience missing data, or data fields they usually see in some of our outbound services. Examples of services that may be missing data from these facilities include NC*Notify (ADT alerts) and the Provider Clinical Portal.

Please reach out to hiea@nc.gov with any questions or concerns regarding the resolution progress or service degradation that you may be experiencing because of this temporary delay. This page is updated on a regular basis for your awareness. We appreciate your patience while we work diligently to keep us all connected.