Commonwealth of Massachusetts
Executive Office of Health and Human Services
Office of Medicaid
600 Washington Street
Boston, MA  02111
www.mass.gov/masshealth	
	MassHealth
	All Provider Bulletin 144
	May 2005

	TO:	All Providers Participating in MassHealth

	FROM:	Beth Waldman, Medicaid Director

	RE:	Expanded Customer Services for MassHealth Providers and Members

New MassHealth	As part of the Commonwealth’s commitment to streamlining access to 
Customer Services	administrative services, MassHealth is pleased to introduce expanded,
Team	integrated MassHealth customer services for both providers and members.  These expanded services, which include a range of new Web-based self-service options and a consolidated MassHealth Customer Service Center, will dramatically improve the delivery of administrative services to both providers and members.

	MassHealth has assembled a new customer services team, which consists of three companies:  MAXIMUS, EDS, and Vecna.  This team, which brings significant technical and functional expertise to MassHealth, will provide expanded customer services beginning July 1, 2005.  As of July 1, 2005, Unisys will no longer support provider services for MassHealth.

	This bulletin outlines some of the more significant changes surrounding the implementation and provides important information about how the changes may affect you.  

Electronic Submission	Our first enhancement is secure, Web-based claims submission provided
of Claims	through the mass.gov Web site.  Effective June 23, 2005, MassHealth will discontinue the Bulletin Board System (BBS) as a means for submitting electronic claims.  (There will be no change to the HIPAA-compliant 837 file format that MassHealth currently accepts.)

Current BBS users received notice of this change last week.  In addition, we will call all current BBS users to schedule a date by which they must test their submission to the new site.  

You will continue to use your existing BBS user ID, but will receive a new password by mail.  The customer services team will work closely with you to help you prepare for this transition.  If you have not spoken with a customer services representative by May 16, 2005, please call 1‑800‑441-0323 or e‑mail us at edi@mahealth.net.

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User Guide for	By May 16, 2005, you will be able to download the User Guide for Web-
Web-Based MassHealth	Based MassHealth Transactions from the “News & Updates” section of 
Transactions	our Web site at www.mass.gov/masshealth.  This reference tool details how to submit claims via the Web, and provides a quick reference guide on how to test your claims submissions through the new Web site.

New Contact Information	Effective July 1, 2005, there will be new contact information for a number of MassHealth processes and contacts.  Please review the attached MassHealth Provider Quick Reference Directory for the new contact information.  Your current business processes and contacts will stay the same through June 30, 2005, except for the submission of claims to the BBS as noted above.  Please continue to use the current addresses and telephone numbers through June 30, 2005.  We encourage you to begin using the new toll-free number beginning on July 1, 2005.   Please note, however, that the toll-free telephone numbers that you currently use will also be answered by the new Customer Services Center to ensure continuity of service.  In addition, any mail that you currently send or that is delivered to the current MassHealth addresses in Somerville, MA after July 1, 2005, will be forwarded to the customer services team for a transition period.

Statewide Educational	MassHealth is conducting a series of statewide educational sessions 
Sessions	during May and June to explain the transition and new service options that will now be available to you. The forums will also include information about the enhancements to provider services and details about electronic claims submission through the mass.gov Web site.  We look forward to this opportunity to answer your questions and provide you with more detailed information.  Please see the attached schedule of dates, times, and locations.  Please call 1‑800-441-0323 to register for a forum near you.

Additional New Services	Over the next several months, we will offer more Web-based services 
  	that will significantly improve the way MassHealth supports you.  These services, which will be accessible at www.mass.gov/masshealth, will include:
•	online provider enrollment;
•	online maintenance of provider profile file demographic information (address, phone number, and contact information);
•	online, chat-style customer support for MassHealth providers and members; and
•	online training courses for new providers.
	
	Information about the availability of these services and how to use them can be found at the “News & Updates” section of our Web site as the options are implemented.

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Updated Information	We will continue to provide you with updated information through links to current information from the “News & Updates” section of our Web site at www.mass.gov/masshealth, remittance advice messages, e-mail, and by partnering with provider professional associations.

Questions	If you have any questions about the information in this bulletin, please call us at 1-800-441-0323.  Please note that this phone number is only to be used for questions about the information described in this bulletin.  Providers should use the applicable phone numbers listed in the attached Quick Reference Directory for all other information.

Information	Through June 30, 2005	July 1, 2005, and after	
Billing and policy questions	1-800-325-5231, 617-628-4141	1-800-841-2900 (phone); providersupport@mahealth.net  	
Provider enrollment	1-800-322-2909, 617-576-4424	1-800-841-2900 (phone); providersupport@mahealth.net  	
Provider training and outreach	703-917-4942 (fax)	1-800-841-2900 (phone); providersupport@mahealth.net  	
Provider Claims Submission 
Software (PCSS)	1-888-848-5068	1-800-841-2900 (phone); pcsssupport@mahealth.net  	
HIPAA transactions support	1-888-848-5068	1-800-841-2900 (phone); 
hipaasupport@mahealth.net  	
Publication requests	703-917-4943 (fax) (for transmittal letters, bulletins, and billing instructions)
703-917-4937 (fax) (for claim forms, PA forms, and other forms)	1-800-841-2900 (phone); 
publications@mahealth.net  	
Member support	1-800-841-2900 	1-800-841-2900 (no change); membersupport@mahealth.net  	
Retail pharmacy claims	1-866-246-8503	1-866-246-8503 (no change)	
REVS – MassHealth 
eligibility verification	1-800-462-7738	1-800-462-7738 (no change)	
APAS (Automated Prior 
Authorization System) Help Desk	1-866-378-3789	1-866-378-3789 (no change)	
MassHealth Prior Authorization 
Unit (for paper PA requests)	1-800-862-8341	1-800-862-8341 (no change)	

Self-service 	Through June 22, 2005	June 23, 2005, and after	
Electronic claims submission by file transfer
•	Submission of 837 transactions	Submit using BBS through 
June 22, 2005	www.mass.gov/masshealth  
Note:  835 remittance advices and 997 acknowledgements are available. Providers may continue to receive these by current methods.	
Eligibility determinations and claim status
•	WebREVS (270/271 and 276/277 transactions)	www.massrevs.eds.com  	www.massrevs.eds.com  
(no change)	
Automated Prior Authorization System
•	APAS (278 transactions)	www.masshealth-apas.com  	www.masshealth-apas.com   
(no change)	

Claim submissions	Through June 22, 2005	June 23, 2005, and after	
Paper and electronic claims sent by US mail 	MassHealth Provider Services
P.O. Box 9101
Somerville, MA  02145
	MassHealth Customer Service
Attention: Claims 
P.O. Box 9118
Hingham, MA  02043
Note: CD-ROMs will be accepted.	
Hand-delivered paper and electronic claims (for example, by UPS, FedEx, courier, or drop-off).	MassHealth Provider Services
5 Middlesex Avenue
Somerville, MA  02145	MassHealth Customer Service
75 Sgt. William B. Terry Drive
Hingham, MA  02043	
06/05
Customer Services Educational Sessions

MassHealth is conducting a series of educational sessions statewide during May and June to explain the transition of customer service functions and the new service options that will now be available to you. Below is the schedule of these educational sessions.  Please call 1-800-441-0323 to register for a session.  See the “News & Updates” section of mass.gov/masshealth for directions to each location or you can request them when you call to register for a session.

Date	City	Presentation Time*	Location	
Wed., May 18, 2005	Boston	9:30 AM to 11:30 AM
1:30 PM to 3:30 PM	Hyatt Regency
One Avenue de Lafayette
Boston, MA  02111	
Fri., May 20, 2005	Woburn	9:30 AM to 11:30 AM
1:30 PM to 3:30 PM	Radisson Hotel
15 Middlesex Canal Park Road     
Woburn, MA  01801	
Wed., May 25, 2005	Waltham	9:30 AM to 11:30 AM
1:30 PM to 3:30 PM	DoubleTree Guest Suites
550 Winter Street
Waltham MA  02451	
Wed., May 25, 2005	Danvers	9:30 AM to 11:30 AM
1:30 PM to 3:30 PM	Sheraton Ferncroft
50 Ferncroft Road 
Danvers, MA  01923	
Thurs. May 26, 2005	Worcester	9:30 AM to 11:30 AM
1:30 PM to 3:30 PM	Holiday Inn
500 Lincoln Street 
Worcester, MA  01605	
Thurs., June 2, 2005	Pittsfield	9:30 AM to 11:30 AM
1:30 PM to 3:30 PM	Crowne Plaza
Route 7 & West St on Park Sq.
Pittsfield, MA  01201	
Thurs., June 2, 2005	Springfield	9:30 AM to 11:30 AM
1:30 PM to 3:30 PM	Holiday Inn
711 Dwight Street
Springfield, MA  01104	
Tues., June 7, 2005	Brockton	9:30 AM to 11:30 AM
1:30 PM to 3:30 PM	Radisson (formerly Holiday Inn)
195 Westgate Drive     
Brockton, MA  02301	
Tues., June 14, 2005	Tyngsboro	9:30 AM to 11:30 AM	BU Conference Center Wang Auditorium
72 Tyng Road
Tyngsboro, MA  01879	
Tues., June 14, 2005	Greenfield	9:30 AM to 11:30 AM	Greenfield Inn
125 Mohawk Trail
Greenfield, MA  01301	
Tues., June 14, 2005	Amherst	1:30 PM to 3:30 PM	UMass Campus Center
1 Campus Center Way
Amherst, MA  01003-9243	
Wed., June 15, 2005	Hyannis	9:30 AM to 11:30 AM	Sheraton Four Points
35 Scudder Avenue
Hyannis, MA  02601	
Wed., June 15, 2005	Westport	9:30 AM to 11:30 AM
1:30 PM to 3:30 PM	White's of Westport
66 State Road
Westport, MA  02790	

 	Registration begins 30 minutes before the time indicated.