Get help communicating with MassHealth
Disability accommodations
Free aids and services are available to people with disabilities to communicate effectively with MassHealth, such as
- Qualified sign language interpreters
- Large print
- Braille
- Accessible electronic formats
If you need these services, review the sections of this webpage for more details or contact MassHealth Customer Service at (800) 841-2900 (TDD/TTY: 711).
Do you need additional help navigating MassHealth as a person with a disability? Learn about the MassHealth Disability Accommodations Ombudsman.
Language assistance
Free language services are available when interacting with MassHealth, such as
- Qualified interpreters
- Information written in other languages
If you need these services, review the sections of this webpage for more details or contact MassHealth Customer Service at (800) 841-2900 (TDD/TTY: 711).
MassHealth Customer Service Language Options: When calling customer service, select one of the language options or press 0 for additional assistance. If an English-speaking representative answers the call, say the language you need, and they will request an interpreter.
Learn more about MassHealth language assistance.
When applying to MassHealth or renewing coverage
Call MassHealth
Our customer service representatives can help you with your MassHealth application and answer general questions. They can connect you with language interpreters and help with translating documents from MassHealth. You can also request information in large print and braille.
Phone: (800) 841-2900, TDD/TTY: 711
Get help at a MassHealth Enrollment Center
At a MassHealth Enrollment Center (MEC), you can get help with MassHealth applications. A MEC representative can also answer questions about the status of your application and answer eligibility questions. You can get help over the phone and in-person at MEC locations. Language interpretation is available. Each branch location has Video Remote Interpreting (VRI) and Assistive Listening Devices (ALDs) available by request. We recommend using the online appointment scheduler to schedule a meeting.
Find local help
Enrollment Assisters, such as Navigators and Certified Application Counselors (CACs) are trained and certified individuals at organizations in your area that can help you apply for coverage, shop for plans, answer your questions about your eligibility, payments, plan details, and health care reform rules and requirements. Help from an Enrollment Assister is free for people of any income level. Languages spoken and accessibility options will vary by organization. Find an enrollment assister.
Create a MA Login Account
If you are younger than 65 and do not need long-term-care services, you can create an online MA Login Account to easily stay connected to MassHealth.
Using an MA Login account is the fastest way to get information about your MassHealth or Health Connector coverage.
An MA Login Account allows you to do the following.
- Apply for coverage
- Renew your coverage
- Report household changes
- Submit requested information, and more
When enrolling in a health plan
Learn about MassHealth plans and enrollment
Once you have been approved for MassHealth coverage, it's important to choose a health plan for you and your family. The MassHealth Enrollment Guide and additional resources are available in several languages and alternative formats. Learn more about choosing a health plan.
If you need further assistance with enrollment, translations, or alternative formats, contact MassHealth Customer Service at (800) 841-2900 (TDD/TTY: 711).
Get help enrolling in a health plan
Our customer service representatives can help enroll you in a health plan, replace your MassHealth card, and answer questions about MassHealth and Children’s Medical Security Plan premiums. Language interpretation is available. They also help with translation of MassHealth documents into other languages, requests for large print and braille.
Phone: (800) 841-2900, TDD/TTY: 711
Getting MassHealth updates and notifications
Check out MyServices
MyServices is an easy-to-use web tool and mobile app for all MassHealth members. This tool is available in six languages: English, Spanish, Brazilian Portuguese, Simplified Chinese, Vietnamese, and Haitian Creole.
Here are some of the things you can do through MyServices.
- Check if you qualify for MassHealth or the Massachusetts Health Connector
- Read your enrollment information, such as the name of your plan and the date your plan started
- Get alerts about important events and actions you need to take
- Review eligibility notices and voter registration notices sent by MassHealth
- View and print a copy of your MassHealth ID card
Have questions about MassHealth mail or need translations?
Information from MassHealth is important. Contact MassHealth Customer Service
- If you have questions about a letter or notification received from MassHealth
- Require translation of a letter or notification received from MassHealth
- Need an alternative format (such as Braille or Large print) for your communications with MassHealth
If you have questions, contact MassHealth Customer Service at (800) 841-2900 (TDD/TTY: 711).
Getting services and benefits from your health plan
Contact your health plan and providers
Each health plan and service provider will have their own communication options, including ways to request accommodations and language assistance. Please contact them directly for more details. Find your health plan customer service number.
Need help getting services from your health plan?
Once you are enrolled in a health plan as a MassHealth member, the My Ombudsman program can help if you have trouble getting benefits or services from your health plan. Their services are free and are provided by an organization outside of MassHealth. They can help you by email, phone, and video phone (for Deaf and Hard of Hearing). Additional language interpretation available. Learn more on the My Ombudsman Frequently Asked Questions page.
Have a complaint or disagreement with a MassHealth decision?
Request a Fair Hearing
As a MassHealth applicant or member, if you disagree with a MassHealth decision, or if we modify or deny a prior authorization (PA), you have a right to appeal the decision. To appeal, you must complete a Fair Hearing Request form and submit it to the Office of Medicaid Board of Hearings. If you have a disability and need an accommodation in order to attend or participate in your hearing, they have a process to request an accommodation.
Learn more about how to appeal a MassHealth decision.
Issues with MassHealth staff or services
If you believe that MassHealth has failed to provide accommodations or discriminated in another way on the basis of race, color, national origin, age, disability, or sex (including pregnancy, sexual orientation, gender identity and sex characteristics), you can file a complaint by contacting the MassHealth Compliance Coordinator. Language interpretation and other accommodations are available upon request.
Learn more about the MassHealth discrimination complaint process.
Issues with a health plan or provider (MassHealth members)
If you need help accessing services from your health plan or providers as a MassHealth member, you can contact the My Ombudsman program. This program can provide information about MassHealth benefits and rights, listen to concerns, and help address problems, including helping members who need assistance with accessible health care services. My Ombudsman can also explain how to file a complaint or appeal, but they cannot represent members in these processes. Their services are free and are provided by an organization outside of MassHealth. They can help you by email, phone, and video phone (for Deaf and Hard of Hearing). Additional language interpretation available.
Learn more on the MyOmbudsman Frequently Asked Questions page.
| Date published: | April 9, 2025 |
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