Notices and Alerts

The NC HIEA’s technical partner, SAS, has transitioned from Sirius to ServiceNow CSM as their ticketing system. Please continue to send your requests to hiesupport@sas.com to create a ticket.

Confirmation of the request you submitted now includes a case number that begins with HIE (i.e., Case: HIE0000123 instead of SAS 76138#####). Confirmation emails will also be shorter, with a removal of numerous SAS links.

This is a sample of what the new ticket confirmation will look like:

Other emails could be sent to participants from the new ServiceNow CSM with familiar subject/messaging:

• Automatic reminder emails when the Help Desk requested more information from the participant and they haven't responded to the email.
• The case was resolved by the Help Desk, and participants have the opportunity to confirm it was fully resolved or they could re-open the case via email.
• Once the participant confirms the issue is resolved, the case is closed.

If you have any questions about the new ticketing system, please contact hiesupport@sas.com.

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.