Due to power and internet circuit outages caused by Hurricane Helene, Vaya is temporarily unable to incorporate member eligibility update files from the NC Department of Health and Human Services (NCDHHS). Member eligibility files are current through Sept. 26, 2024.
To facilitate member care, providers should continue to utilize the latest eligibility information provided as of September 26, 2024 in all operational systems. This includes systems that receive an X12 Electronic Data Interchange (EDI) 834 and/or 270/271 and eligibility checked via the Vaya Provider Portal. Any clarifications needed on a member’s eligibility should be checked via the NCTracks portal or by calling Vaya’s Member and Recipient Call Line at 1-800-962-9003 (Monday-Saturday, 7 a.m. – 6 p.m.).
All Vaya service lines are operational, staffed, and taking calls. However, due to potential limitations on staff resources caused by phone outages across Western North Carolina, providers calling the Provider Support Line (1-866-990-9712) may need to leave a message and have staff return the call.
The Vaya Health Behavioral Health Crisis Line is available 24/7 for callers who are in crisis. It will be answered by a live agent. Call 1-800-849-6127 or TTY 711.