CCM Clinical Manager Transfers
Dear CCM Members and Families,
We recently let you know that the MassHealth Community Case Management (CCM) program was changing its annual assessment policy for adult CCM members. This change started July 1, 2025. As of July 1, CCM members who are 18 or older need to complete their assessment with their clinical manager every two years, instead of every year. Because of this change, CCM also needs to adjust clinical managers’ caseloads to more evenly divide the work it takes to assess members.
Because of these caseload adjustments, many members will be transferred to a different CCM clinical manager. These transfers will take place over the next several months. If your clinical manager is changing, CCM will make every effort to let you know. We will also try to make sure your current clinical manager introduces you to your new clinical manager. Your new clinical manager will also contact you to introduce themselves, discuss your communication preferences, and explain what to expect going forward.
Some CCM clinical managers have recently left CCM. If your clinical manager no longer works at CCM, you will find out about your transfer directly from your new clinical manager. We understand that this may feel very abrupt. We are working closely with clinical managers to make these transitions happen as smoothly as possible. We encourage members and their families to call (800) 863-6063 or email us at commcase@umassmed.edu with any questions.
Thank you,
Annie Kazarnovsky
Program Manager of CSN Services
MassHealth OLTSS
Summary and Recording from CCM Quarterly Call June 12, 2025
Dear CCM Members and CCM Families,
July 16th, 2025
MassHealth hosted a CCM Member and CCM family quarterly call on June 12. We posted the slides from that call and emailed them to families on June 18. A live recording of MassHealth providing an overview of the presentation, as well as the summary of feedback and questions from participants, has now also been posted to the CCM member webpage at CCM Member and Family Stakeholder Calls.
Thank you,
Annie Kazarnovsky
Program Manager of CSN Services
MassHealth Office of Long Term Services and Supports
Executive Office of Health and Human Services
Two-Year Assessment Policy for Adult CCM Members Starting July 1 - June 30, 2025
June 30, 2025
Dear CCM Members and Families,
The MassHealth Community Case Management (CCM) program is adjusting its annual assessment policy for adult CCM members. As of July 1, 2025, CCM members who are 18 and older will need to complete their assessment with their clinical manager every two years, instead of every year.
When will my next assessment be?
- If you are 17 or younger, your assessment will still be completed every year. Nothing has changed.
- If you are a new adult member (18 or older), you will still have an initial assessment and then a follow-up assessment three months later. Your next assessment will be two years after your three-month assessment.
- If you are an existing member and were 18 or older at the time of your last assessment, your next assessment may vary as follows.
- If you had your last assessment between July 1, 2024, and June 30, 2025, your next assessment will be due two years from that date.
- Example 1: A 25-year-old member had their assessment on December 5, 2024. Their next assessment will be due in December 2026.
- Example 2: A 47-year-old member had their last assessment on May 5, 2025. Their next assessment will be due in May 2027.
- If you are 18 or older and already have your next assessment scheduled for after July 1, 2025, you can choose to keep your scheduled assessment or wait one more year. Your CCM clinical manager will call you to discuss your options.
- Example: A 36-year-old member has an assessment scheduled for August 5, 2025. They can either keep their assessment on August 5, 2025, or wait until August 2026.
- If you had your last assessment between July 1, 2024, and June 30, 2025, your next assessment will be due two years from that date.
What if I’m turning 18?
- If you recently turned 18 or will turn 18 this year, you will need to have an assessment before moving to the two-year assessment schedule.
- Example 1: A member turned 18 in January 2025 and had their assessment in March 2025. Their next assessment will be in March 2027.
- Example 2: A member turned 18 in May 2025, but their last assessment was in August 2024. Their next assessment will be due in August 2025. Their next assessment after that will be due in August 2027.
- Example 3: A member is turning 18 in September 2025 and had their last assessment in February 2025. Their next assessment will be due in February 2026. Their next assessment after that will be due in February 2028.
What if I want to have an assessment every year?
- All CCM members may request an in-person assessment at any time. If you are an adult member and would prefer to have your assessment every year, you may do so. CCM may also feel it is medically necessary to complete an adult member’s in-person assessment more often or sooner than scheduled if the member’s medical condition changes and the change cannot be assessed over the phone.
Will there be a change to how often I hear from my CCM clinical manager?
- No, your CCM clinical manager will continue to contact you as often as before. If you asked your CCM clinical manager to call you every three or six months, they will continue to follow that schedule.
What will happen to my prior authorizations (PAs)?
- PAs will still be written for a maximum of one year. At the end of the year, a new PA will be written for services based on the most recent assessment.
- PAs will not be extended to two years. Given that CCM members younger than 18 will continue to have assessments each year, CCM will continue to authorize PAs for a one year maximum for all members. This policy is consistent with other MassHealth programs.
Why is this change only being applied to adult members and not to children in CCM?
- Children with medical complexity who are younger than 18 and are still going through physical and developmental changes are more likely to have changing needs every year. Having an annual assessment will help us make sure that their unique needs are considered.
This policy change takes effect July 1, 2025. At your next scheduled call, your CCM clinical manager will discuss this change and explain how it impacts the timing of your next assessment. If you have questions in the meantime, please reach out to your CCM clinical manager.
Best,
Annie Kazarnovsky
Program Manager of CSN Services
MassHealth OLTSS
Slides from CCM Quarterly Call June 12th, 2025
Dear CCM Members and CCM Families,
MassHealth hosted a CCM Member and CCM Family Quarterly Call on June 12th. The slides from that call have been posted to the CCM member webpage at CCM Member and Family Stakeholder Calls. Additional materials, including a meeting summary and live recording of the call will be posted at a later date and will be emailed to CCM members and families.
Thank you,
Program Manager of CSN Services
MassHealth Office of Long Term Services and Supports
Email: anne.kazarnovsky@mass.gov
New Policy Regarding Assessments for Adult CCM Members - June 13th, 2025
Dear CCM Members and Families,
MassHealth and CCM are adjusting our policy regarding annual assessments for CCM members 18 years and older. As of July 1st, adult CCM members will need to complete their assessment with their clinical manager every two years, as opposed to every year. For members under the age of 18, your assessment will continue to be completed each year.
MassHealth and CCM are putting together a more detailed guide for members and families to understand how this impacts the timing of your next assessment, which will be emailed in early July. CCM clinical managers will discuss this change with all adult CCM members and how it impacts their next assessment at your next scheduled call. If you have questions in the meantime, please reach out to your CCM clinical manager.
Best,
Annie Kazarnovsky
Program Manager of CSN Services
MassHealth OLTSS
Summary of CCM Quarterly Call February 27 - May 16, 2025
May 16, 2025
Dear CCM Members and CCM Families,
MassHealth hosted a CCM Member and CCM Family Quarterly Call on February 27. The materials from the call have been posted to the CCM member webpage at CCM Member and Family Stakeholder Calls.
The materials include:
- The PowerPoint slide presentation describing CSN Service Delivery Initiatives that MassHealth is working on.
- A Meeting Summary, which summarizes feedback from participants and OLTSS responses to participant questions.
- A live recording of MassHealth providing an overview of the CSN Service Delivery updates.
Thank you,
Abigail Newton
Senior Policy Manager for Home Health, Hospice, Therapies, and CSN
MassHealth Office of Long Term Services and Supports
Executive Office of Health and Human Services
CCM Member and CCM Family Quarterly Call with MassHealth – June 2025 - May 12, 2025
May 12, 2025
Dear CCM members and CCM families,
MassHealth will be hosting a quarterly call with CCM members and CCM families to discuss updates on all CSN service deliveries and to give CCM members and CCM families the chance to provide feedback about CSN services.
When and where: The call will take place on Thursday, June 12th from 5:30 – 7:00 pm on Zoom.
Agenda:
Thursday, June 12th
5:30 – 6:00 pm
- Updates on all CSN Service Delivery Enhancements
6:00 – 7:00 pm
- MassHealth would like to spend the rest of the call hearing feedback from CCM members and families.
The call will occur via Zoom and will have interpreter services. A Zoom link has been sent by email to all CCM members and families.
We look forward to having you join us!
Sincerely,
Abigail Newton
Senior Policy Manager for Home Health, Hospice, Therapies, and CSN
MassHealth Office of Long Term Services and Supports
Executive Office of Health and Human Services
TTY Access - March 28, 2025
March 28, 2025
Dear CCM Members and Families,
This is a message to inform you that CCM has changed CCM TTY access as follows:
CCM TTY access is now through MassRelay at 711
Please have the CCM 800 number on hand when contacting MassRelay and ask to be connected to Community Case Management (CCM) @ 1-800-863-6068.
For more information on MassRelay: https://www.mass.gov/info-details/tty-relay
Thank you,
Terri Podgorni RN, BSN
Director of Clinical Services
CCM- Community Case Management
CCM Nurse Directory Notification - February 19, 2025
February 19, 2025
Dear CCM Members and Families,
The CCM Nurse Directory will be unavailable for use for a short period of time Saturday, February 22, 2025 from 5:00pm to 10:00pm EST, for scheduled system maintenance that will temporarily interrupt internet connectivity.
During this time CCM members and CSN providers will not have access to searching, messaging, creating, or managing their profiles in the directory. We apologize for any inconvenience and appreciate your understanding.
Please reach out to your CCM Clinical Manager with any questions or to CSNAccessSupport@umassmed.edu for assistance with the directory.
Terri Podgorni RN, BSN
Director of Clinical Services
CCM- Community Case Management
We Need Your Feedback: Complete the MassHealth Community Case Management Survey - February 7, 2025
February 7, 2025
Dear Community Case Management (CCM) Members and Families:
If you haven’t already completed the MassHealth Community Case Management (CCM) Survey, we urge you to do so today! You would have received the survey in the mail and email notifications from a “us.confirmit.com” address with a link to complete the survey online.
Your input directly helps MassHealth enhance the health care services and support available to CCM members. Your voice matters, and this is your chance to make a difference.
Important Details:
- Completing the survey is optional but highly encouraged.
- Your health benefits will NOT be affected by your participation.
- All responses are strictly confidential and reported in combination with others.
- Your name and answers will not be shared with CCM, MassHealth, your doctors, or others providing you with care or services.
- If you’ve already completed the survey, thank you! If not, please take a few minutes to complete it.
Have questions? Contact the Office of Survey Research for assistance at UMass Chan Medical School at 1-888-368-7157 or email SurveyResponse@umassmed.edu.
Respectfully,
Almas Dossa
Director, Home and Community Based FFS Programs
MassHealth Office of Long Term Services and Supports
CCM Member and CCM Family Quarterly Call with MassHealth, February 2025 - February 6, 2025
February 6, 2025
Dear CCM Members and CCM Families,
You are receiving this email as a Community Case Management (CCM) Member or as a Family Member of a CCM Member who is receiving Continuous Skilled Nursing (CSN) services through MassHealth.
MassHealth will be hosting a Quarterly Call with CCM Members and CCM Families to discuss updates on all CSN service delivery enhancements and to give CCM Members and CCM families the chance to provide feedback regarding CSN Services.
The call will take place on Thursday, February 27 from 12:30 – 2:00 pm.
Agenda:
Thursday, February 27th
12:30 – 1:00 pm
- Updates on all CSN Service Delivery Enhancements
1:00 – 2:00 pm
- MassHealth would like to spend the rest of the call hearing feedback from CCM members and families.
The call will occur via Zoom and will have interpreter services. A Zoom link has been sent by email to all CCM members and families.
We look forward to having you join us!
Sincerely,
Abigail Newton
Senior Policy Manager for Home Health, Hospice, Therapies, and CSN
MassHealth Office of Long Term Services and Supports
Executive Office of Health and Human Services
MH DME Office Hours Moving to Thursdays - February 5, 2025
February 5, 2025
Dear Community Case Management (CCM) Members and Families:
Effective Jan 1st, 2025, MH DME Office hours will move from Tuesdays to Thursdays and will now be held every 1st and 3rd Thursday of the month, from 4:30pm – 5:00pm
The MassHealth Durable Medical Equipment (DME) team has learned that some members are having difficulty getting DME and supplies, oxygen and respiratory equipment and supplies, and orthotics/prosthetics. To help resolve these issues, the DME team hosts twice monthly online and phone-in office hours. During this time, MassHealth will listen to your feedback and concerns and try to find solutions.
Important: If you need help with a problem, remember to first reach out to your CCM clinical manager. The CCM clinical manager will work with the appropriate CCM specialist (Occupational Therapist, Physical Therapist, Speech Language Pathologist, Respiratory Therapist) and contact MassHealth if necessary.
Zoom details for DME Office Hours have been sent to all CCM members and families by email.
You can also email the MassHealth DME team at dmeposprogram@mass.gov at any time with DME issues or questions.
We’ll send an email reminder of these office hours to CCM members and families every other Wednesday.
Thank you,
Annie Kazarnovsky
Program Manager of CSN Services
MassHealth Office of Long Term Services and Supports
| Date published: | January 31, 2023 |
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