Additional Gender-Affirming Guidance and Assistance

Find links to gender-affirming care MassHealth guidelines, guidance on how and when to change your name as well as how to reach out with questions or concerns.

How and When to Change Your Name with MassHealth

Before making a name change with MassHealth and your health plan, you must first change your name through the Social Security Administration (SSA). If your name in the MassHealth system does not match the name on file with SSA, it could impact your coverage.

Once you have changed your name with SSA, you can report this change to MassHealth by calling MassHealth Customer Service, and MassHealth will send this information to your health plan. It is also important to report changes in your circumstances, such as address, income, and household members. This will ensure that we have the latest information on file and that you are getting the right benefit.

Note: You may receive MassHealth because you receive public assistance from another agency, such as the Department of Transitional Assistance (DTA) or Department of Children and Families (DCF). In these cases, the information that MassHealth has about you comes directly from that agency. To make changes with another agency, including your name, you must call that agency. This information will then be sent to MassHealth electronically.

Nondiscrimination Statement

MassHealth is committed to ensuring that transgender and gender-diverse members have access to all MassHealth-covered benefits without unlawful discrimination. Providers must comply in all respects with 130 CMR 450.202: Nondiscrimination and all other applicable federal and state nondiscrimination laws and regulations.  If you feel you have been discriminated against, visit Nondiscrimination Statement | Mass.gov for information on how to file a grievance.

Additionally, MassHealth emphasizes that except as otherwise provided in 130 CMR 450.130: Copayments Required by the MassHealth Agency, providers may not bill a member for any services that are payable under MassHealth. If you believe you have received a bill in error, please contact MassHealth Customer Service.

My Ombudsman

The My Ombudsman program is an independent, free service that can help you if you have questions, concerns, or problems related to your MassHealth health plan. The My Ombudsman program serves MassHealth members of all ages, abilities, and identities who are enrolled in a MassHealth health plan, and is committed to promoting health equity by working to ensure that all MassHealth members can access the care and services available to them through their plans.

If you need help understanding your MassHealth health plan benefits or working with your health plan, contact My Ombudsman in any of the following ways.

 

HelpLine             855-781-9898

Videophone       339-224-6831

Email                   [e-mail]

You can also visit Myombudsman.org to learn more.

MassHealth Customer Service Center

Phone

[phone]

Self-service available 24 hrs/day in English and Spanish.

Other services available Monday–Friday, 8 a.m.–5 p.m. Interpreter service available.

TTY: [phone]

Self-service available 24 hrs/day in English and Spanish.

Other services available Monday–Friday, 8 a.m.–5 p.m. Interpreter service available.

Helpful Links

• Medical Necessity Determination for Gender-Affirming Surgery
• Medical Necessity Guidelines for Hair Removal
• MassHealth Guidelines for Medical Necessity Determination for Speech and Language Therapy.
• MassHealth Health Plans | Mass.gov
• Massachusetts law about gender identity or expression | Mass.gov