Important One Care Contacts

If you have questions, see below for ways you can contact us.

If you have questions about:

• How to choose a One Care plan
• Other health care options through Medicare and/or MassHealth

Contact SHINE (Serving the Health Insurance Needs of Everyone)

SHINE counselors can work with you and your caregivers to help you understand your options. They are trained to assist people who have Medicare and MassHealth and will provide impartial information about your health insurance options. A counselor can work with you in person, by phone, or through email.

Hours: Monday – Friday, 9:00 a.m. - 5:00 p.m.

Phone: [phone]

TTY: [phone]

If you have questions about MassHealth or One Care:

• Eligibility
• Enrollment or disenrollment, including changing One Care plans
• Opting out of passive enrollment

Contact the MassHealth Customer Service Center:

Hours: Monday – Friday, 8:00 a.m. - 5:00 p.m.

Phone: [phone]

TTY: [phone]

If you have questions about Medicare, including Medicare Part D

• Eligibility
• Enrollment

Contact 1-800 Medicare:

Hours: 24 hours a day, 7 days a week

Phone: [phone]

TTY: [phone]

If you are enrolled in One Care and have questions about:

• Contacting your care manager
• Contacting your Long-Term Supports Coordinator
• Making appointments
• Transportation
• Your One Care plan coverage
• Other questions about your health care

Contact your One Care plan directly. Visit the Learn about One Care plans page for more information.

If you are enrolled in One Care and have questions about:

• Addressing a problem or concern with your One Care plan
• One Care benefits or rights
• Information about how grievances or appeals work
• Other One Care information

Contact My Ombudsman

My Ombudsman is an independent program that can help individuals address concerns or conflicts that may interfere with their enrollment in One Care or their access to One Care benefits and services. My Ombudsman works with MassHealth and each of the MassHealth Health plans (including One Care plans) to help resolve concerns so that persons can receive their health care benefits and exercise the rights to which they are entitled in One Care and in other MassHealth health plans and programs. My Ombudsman staff can work with you in person or over the phone.

Hours: Monday – Friday, 9:00 a.m. - 4:00 p.m.

Phone: [phone]

TTY: call 711

Videophone: [phone]

Email: [e-mail]

Website: www.myombudsman.org