Shields, Julia C (EHS)
Alright, it looks like we are all set with the recording so I will hand it over to Belkis to get us started.
Candelario, Belkis (EHS)
Perfect. Thank you so much, Julia.
Good afternoon, everyone.
MassHealth Application, Eligibility and Enrollment for Agencies Working with People Experiencing Homelessness (Slide 1)
My name is Belkis Candelario, and I'm going to share my slides and we can get started talking about MassHealth eligibility.
OK. Can everyone see my slide OK?
Shields, Julia C (EHS)
Yes, we can see them.
Candelario, Belkis (EHS)
Thank you.
Agenda (Slide 2)
Candelario, Belkis (EHS)
So, we're going to be reviewing the MassHealth application, eligibility, and enrollment for agencies working with people experiencing homelessness.
We’re going to be reviewing MassHealth eligibility, then we're going to talk about how to apply for coverage.
Then we will be reviewing the MassHealth renewal process, talking a little bit about our health plans and options that Members have available to them.
Share some resources and then we'll do our Q&A.
Eligibility Overview (Slide 3)
Candelario, Belkis (EHS)
So first we're going to be reviewing eligibility, a high-level overview about our process.
Populations We Serve (Slide 4)
Candelario, Belkis (EHS)
We serve two populations. Well, we utilize two applications when we are going through the process for our members.
MassHealth provides health insurance and assistance, paying for coverage for
qualifying children, families, seniors and people with disabilities living in Massachusetts.
So, we try to help with both: either providing health coverage or assisting with some of the costs for health coverage.
We use two applications: our ACA application and our SACA application.
Our ACA application is typically for individuals under the age of 65 who are not living in or about to enter a nursing facility. It is also for individuals of any age who are either parents of children younger than the age of 19, or adult relatives living with children, or taking care of children under the age of 19 if their parents do not reside in the household.
So, our SACA application, it is typically for individuals over the age of 65 that are residing in the community or anyone of age who are living in a long-term care facility or receiving long-term care services, as well married couples who have an individual who is either over the age of 65 or under. They can use the SACA application, and it will function for both members.
Factors to Determine Eligibility (Slide 5)
Candelario, Belkis (EHS)
So in order to determine eligibility, there are several different factors that
comprise to make a MassHealth eligibility benefit, also known as a coverage type.
First, we have our universal eligibility factors, which encompass Massachusetts residency.
So, those residing in the state of Massachusetts, with or without a fixed address, we ask our members to provide us with a Social Security number if they have one available. If not, they can indicate on the MassHealth application the reason as to why they do not have a Social Security number.
Next, we have our assignment for rights to medical support or third-party payments. So, this is more talking about for Members, primarily children, who may be living in a single parent household or living with other relatives.
So, we do inquire if they have any parents that have access to health insurance and that they will be providing health insurance for those individuals or if they will have access to health insurance through other mechanisms. There may be what is called a good cause reason for not providing that information and it is typically revolved around safety concerns.
We want to ensure that our Member’s information is private and that we do not put anyone in a position where they can face anything that puts their safety at risk or compromises their safety.
We also want to know of any assignment of third-party recovery. So, typically if a MassHealth member is in some sort of an accident, and we pay out claims for those services rendered due to that accident, and the Member then at a later time either sues or seeks some sort of claim or legal compensation for that accident, we will try to recover some of the funds that we had paid out as a result of that accident.
We also want to know if a member has access to other health insurance, whether that be through an employer, a government agency, or are receiving it as part of like a benefits package.
So, they would have to report that information as well.
And we also need to know of the Member's citizenship or immigration status, and part of that is to ensure that we provide them the most comprehensive benefit available to them. We have to report their income, and they also need to report other members in the household, whether those members are applying for coverage or not.
So all of those things together give a Member a coverage type or a MassHealth benefit, and we're going to talk a little later on about what that looks like based on the different applications.
Massachusetts Residency (Slide 6)
Candelario, Belkis (EHS)
So when it comes to Massachusetts residency, one of the things, in order for a member to be considered a resident of Massachusetts, they have to state intent to reside in the Commonwealth of Massachusetts, with or without a fixed address.
On our application it states that they need to have that intention. If they do not have a fixed address on our application, both on paper as well as online over the phone, the Member can indicate that they do not have a home address, and then they can provide a mailing address.
So we're going to talk a little bit about what that looks like.
For a member who is experiencing homelessness, they can do one of two things.
They can, if they are residing in a shelter or attend a shelter regularly, they can use that shelter 's address as an address in general.
Understand that if they use the shelter 's address as a residential address, that they may need to provide proof of that address, and often times that is satisfied by either providing a shelter letter or they can complete what is called a self attestation of residency. Notice that we have in the presentation to use this to provide as proof of residency.
Another thing that they can do is that they can indicate on the application that they do not have an address, that they are unhoused, and then they can provide the shelter address as a mailing address or provide the address of a place that they attend regularly that they can receive their mailings. They can also provide a P.O. box.
So often times a Member can use a P.O. Box as a mailing address and that will be satisfactory for the residency portion.
Financial Eligibility (Slide 7)
Candelario, Belkis (EHS)
When we are reviewing financial eligibility, it varies from one application to another.
So when we're looking at Members who would be completing the ACA application, we use what is called a modified adjusted gross income. And this is typically utilizing a few different factors such as the Member’s age, household size, demographic and citizenship and immigration information, and all of that has an influence on how a Member's income is viewed and compared to what we call our federal poverty level guidelines, which is available on our mass.gov website.
For members that have certain statuses, in that they can also be eligible for if they don't qualify for a MassHealth benefit or a benefit that is not as comprehensive, they can have access to subsidized health connector plans such as the connector care and premium tax credits sharing reductions.
For those that are applying using our SACA application, those income limits are relatively fixed for the year of 2024. If a Member, a single Member, is applying for MassHealth, their income cannot exceed one thousand two hundred fifty five dollars monthly.
If they are a spousal couple, their income can't exceed one thousand seven hundred and four dollars monthly, with the understanding that both of those limits get updated on an annual basis around March first of every year.
And that is to allow for the cost-of-living adjustment that usually take place at the start of each new year.
With the SACA application also, we look at asset information. So, if you are a single individual, your assets cannot exceed two thousand dollars.
And for a couple, the asset limit is three thousand dollars.
Types of Assets (Slide 8)
Candelario, Belkis (EHS)
These are the different type of assets that we look at on the SACA application specifically. There are about nine different ones, and on the application itself it notes the types of information that we will request in addition to the reporting of these assets. So, an individual can report cash and that's typically cash that they have on hand.
That is self attested information that gets verified automatically.
We then need to know about any vehicles that the Member may have.
And we ask for things such as the car registration or title to prove that they have a vehicle.
They would also need to report bank accounts such as savings and checking accounts and provide recent bank statements with an updated balance.
We also need to know about any real estate that the Member may own or have partial ownership. Or if it's a family home, and they own it with more than one person, we would need to know that information and we'll ask for either a property tax bill or a deed, as well as a mortgage statement.
For securities that's talking about stocks and bonds, mutual funds and that information is outlined on the application itself.
We also look at life insurance policies. We would need to know if a Member has a whole life policy, term, or group policy and they would need to provide a copy of those policy statements. And for some policies, we may ask for additional information.
Next we look at burial plans and this is discussing different burial contracts that a Member may have. Some burial accounts that they're using are to save some money for any burial, purchasing of plots, things of that nature.
We also look at annuities. So, if a member had established an annuity contract, we would need to know how much money is in that annuity and if a disbursement is being taken out.
And then lastly, we would also look at trusts. So, if a Member has a different type of trust, we would need a full copy of the trust as well as how that trust is funded and who the beneficiaries and trustees and granters of that trust are.
Continuous Eligibility (Slide 9)
Candelario, Belkis (EHS)
So one of the newer initiatives that we have at MassHealth is continuous eligibility.
Continuous eligibility came about for Members that are of certain populations to have access to more equitable health.
So it allows Members to retain coverage for a period of time, even if they experience changes in their circumstances that would impact their eligibility.
It's a really great tool because it allows people of certain populations to stay enrolled in health coverage, continue to access services that they are receiving, and also promotes HealthEquity, especially amongst populations that may experience disproportionate rates of health disparities.
Continuous Eligibility Populations (Slide 10)
Candelario, Belkis (EHS)
Some of those populations that are eligible for continuous eligibility or have access to it are members who were recently released from prison or jail.
So, those that were recently released within the last year, they can have up to 12 months of continuous eligibility following the release from an institution within that first year to their return to the community.
Next are verified homeless adults. We allow for 24 months of continuous eligibility coverage for adults under the age of 65 who have a verified homeless status for six months or more, and this is verified through the HMIS system and the rehousing data collective.
We also offer continuous eligibility for children under the age of 19. They can have continuous coverage for up to 12 months.
As well as pregnant individuals. At the end of their pregnancy, they get continuous coverage for 12 months once the pregnancy has ended, and their immigration status or citizenship status has no impact on that coverage.
MassHealth Coverage Types (Slide 11)
Candelario, Belkis (EHS)
So for MassHealth coverage types, we have different coverage types available from our most comprehensive and these benefits allow for Members to have access to more services as well as some additional programming that may be available depending on the coverage type. So, the most comprehensive coverage that we have, and this is for both using our ACA application as well as our SACA application, is MassHealth standard.
Through MassHealth Standard, you get access to not only health insurance coverage, your dental and vision benefits are also covered with that. And for those that have certain needs for additional services beyond just health related services, you can also access community-based, programming such as Adult Day Health programs, and be able to receive PCA services, things that will assist them in their activities of daily living.
Next is our MassHealth CommonHealth benefit. With Common Health, this is specifically for individuals who are disabled and have a verified disability. So, if someone does not meet the eligibility criteria for MassHealth Standard, which is our most comprehensive, and they are a person who has a verified disability, they would have access to CommonHealth. It allows them to continue to receive the same benefits they would with MassHealth Standard. It just oftentimes comes with some sort of a premium potentially depending on their income in general.
Next, we have MassHealth Family Assistance, and it is for individuals who typically get this benefit either are over income or children, or they may be individuals of certain immigration statuses that doesn't allow them to get something more comprehensive, such as CommonHealth or Standard, as well as individuals with HIV status. They may be eligible for Family Assistance if their income exceeds our guidelines for Standard, and it allows them to again get healthcare benefits. But for individuals with HIV status in particular, they have additional programming that's available to them due to their circumstance.
Next, we have MassHealth Limited and it is just how it sounds, it is very limited.
It's typically for individuals that may have an immigration status or no immigration status. They do not have access to be able to go to a standard primary care physician or dental or vision. They would have to receive all of their services through community health centers or emergency hospitals. That's how they would be able to access their health benefits.
Next, we're going to talk a little bit about the Children's Medical Security Plan and that is for our children who either exceed the guideline for more comprehensive MassHealth benefit, or for children that may be undocumented. It acts as a health insurance for those children. Again, they are limited as to where they can go in order to receive health care services.
And then next is Health Safety Net, and this is typically known as free care.
So with Health Safety Net, you can only go to certain providers that accept Health Safety Net. It also can provide some assistance with coverage when it comes to emergency room stays or emergency services.
So it is best that if you have Health Safety Net to actually call a Health Safety Net number which I can provide later on in the presentation. So, you're really limited as to where you can go as well.
And then at last, for our backup population, is the Medicare Savings Program and that is not a health insurance. That's actually additional assistance to help offset the cost of Medicare Part B premiums and it comes with some cost sharing and cost savings as well as extra help for Part D. So that is specific to Members that have Medicare and don't qualify for a more comprehensive benefit through MassHealth.
How to Apply (Slide 12)
Candelario, Belkis (EHS)
So next we're going to talk about how to apply. One thing that I will preface before I talk a little bit about what the application process looks like is that we may have Members who qualify for MassHealth or get that benefit automatically because they have access to other federal or state cash benefit programs. So just keep in mind that not every Member has to complete a MassHealth application. Some of them get coverage just due to other programming that they may receive.
So when someone is completing a MassHealth application, they have several ways in which they can seek assistance.
ACA: How to Apply for Coverage (Slide 13)
Candelario, Belkis (EHS)
So, if someone was applying with the ACA application, they can actually complete the application online on the mahealthconnector.org website.
This is something that they can access through any web browser, and I believe it's also available through your web browser on your phone, so it makes it really easy for you to be able to update and upload your information.
You can also complete an application over the phone, contacting our MassHealth customer service at 1-800-841-2900.
You can also mail in the paper application and the paper application is available on our mass.gov website. So, you would complete the full application, make sure you sign, print and date and mail it in to the health insurance processing center.
You can also submit that application via fax at 857-323-8300.
And if you are having a difficult time completing the application and want some additional assistance, you have the option of contacting a certified assistor and they may be able to assist you. And these are folks that are within the community who you can schedule an appointment with that are close by, who can assist.
Or you can go to one of our seven MassHealth enrollment centers located in different parts of the state.
You can also schedule a video or phone appointment with a MassHealth staff.
For our SACA population again, you can contact MassHealth customer service to complete the application over the phone.
You also have an online option using our web portal and you would need to be able to use Adobe sign in order to complete the application that way.
SACA: How to Apply for Coverage (Slide 14)
Candelario, Belkis (EHS)
Again, you can either complete the paper application and you can mail it in to the MassHealth enrollment center, central processing unit, or our fax at 617-887-8799.
And you can also contact again a certified assistant or go to one of our seven MassHealth enrollment centers.
Permission to Share Form (Slide 15)
Candelario, Belkis (EHS)
So if you're a provider and you're assisting your members in applying for MassHealth, a way you can also assist if you need to be able to let them know when they need to complete certain actions, is you can submit what is called a Permission to Share Form and this allows yourself or your organization permission to talk to MassHealth for us to be able to share what's going on with that member applicant's case.
You may receive copies of the notices, or we may share copies of records or claims reporting to you if that is something that your organization requires. So, you would complete the Permission to Share Form in order to obtain that information.
Authorized Representative Designation Form (Slide 16)
Candelario, Belkis (EHS)
There's also an Authorized Representative Designation Form, and this allows for either an individual or organization designated by the Member applicant to act on the Members behalf as if you were the Member themselves. It allows us to not only share information, but it also provides you the opportunity to make any changes to an applicant's case, whereas the PSI form you're not able to do that.
Renewals (Slide 17)
Candelario, Belkis (EHS)
A renewal process.
MassHealth Renewal Overview (Slide 18)
Candelario, Belkis (EHS)
So every year, MassHealth is required to renew households annually.
We try to do it automatically, or systematically is how we call it, by verifying the information that we have on file for our Members to ensure that it is correct.
So we try to do that first. If we are unable to just due to receiving information back that may not be the same as what we have available on file, we will send out what is called a prepopulated renewal form, and this is specific to our ACA population.
They'll get a pre-filled out application and they would need to verify the information that's available or make any necessary updates and they will have 45 days to complete the renewal and send it back to us.
They again, they still have the option of making those updates themselves using the online application, and also can review the form, make the changes, make sure to sign it, print and date, and either mail or fax the form back. Or they can complete it over the phone. And the same goes for over 65 members.
So, they will receive a copy of an application that is not pre-filled out. So, unfortunately they would have to rewrite all of the information available. They would have to also provide verifications of assets, as well as income.
And they would have to either submit it online. For our over 65 folks, in their cover sheet for their renewal notice, they are provided what is called an E submission number, and there is a website available where they can upload that information to complete their renewal electronically or they complete it over the phone or complete the paper application and either send it back via mail or fax.
Keep in mind that with the renewal process, we may request additional information, so the Member has, after we send out a request for information, they have 90 days to respond unless they are in a long-term care facility, then they have a 30-day response date.
How to Report A Change (Slide 19)
Candelario, Belkis (EHS)
So, for MassHealth, members are required to report any changes to us within 10 days of the change occurring.
The ways in which they can do this is they can again complete the online application if they are an ACA member or for those that have a SACA application, they can call or complete what is called a reported change form available on mass.gov website.
They can also mail in the information with any changes, fax that information or go in person into one of our MassHealth Enrollment centers, or schedule a phone or video appointment with our staff in order to make any updates to their cases.
MassHealth Renewal Resources (Slide 20)
Candelario, Belkis (EHS)
And then here are some resources available for those who want more information on the renewal process.
MassHealth Plans (Slide 21)
Candelario, Belkis (EHS)
So MassHealth health plans.
MassHealth Managed-Care Eligible Members (Slide 22)
Candelario, Belkis (EHS)
So once you become a MassHealth member, especially those within our under 65 population, they often have to enroll in what is called a Managed Care Plan and the different types of plans that are available to them are the Accountable Care Partnership plans, our Primary Care ACO Plans, our Managed Care Organizations or our Primary Care Clinician plan.
Once a MassHealth Member receives their approval notice, they will get additional mailings with our enrollment guidebook and that breaks down the different types of plans.
Another great resource is MassHealth Choices, because it allows you to see what plans are available in your area.
So, for Members that are residing in the community and under the age of 65 without any other health insurance, and they are eligible for MassHealth Standard, Common Health, Care Plus, or Family Assistance, they can select one of these four options of the types of plans that we offer in order to go to their different doctors, specialists. If they go to certain hospitals, they are able to use a Managed Care card.
I highly recommend that if a Member is being prompted to enroll in a Managed Care plan to do so, because a lot of plans offer additional perks for members that have children. For some small age children that require car seats, some of the plans provide free car seats or gift cards towards the cost of a car seat.
They may provide breast pumps.
Some even offer like formula things of that nature.
So every plan kind of has a different perk, so it's great to enroll in one just so that you have not only access to their network of doctors and hospitals.
Covered Services (Slide 23)
Candelario, Belkis (EHS)
But you can also get additional services available to you also.
So some of our covered services are acute inpatient care behavioral health services, prescriptions, vision and dental.
We have a full comprehensive list available on our website of additional services that we provide and cover as part of MassHealth coverage.
Health Plan Enrollment Periods (Slide 24)
Candelario, Belkis (EHS)
So when to enroll?
In MassHealth plans, for those who experienced homelessness, so once a member is considered MassHealth eligible, they can enroll in a Managed Care plan. They typically have fourteen days to select a plan, or they will be auto assigned. For those that are experiencing homelessness, they can change their health plan at any point in time, and they also don't get auto assigned. Most of our other Members would get auto assigned except those that are experiencing homelessness.
When can someone change a health plan?
If you remember, if experiencing homelessness, you can change your health plan and doctor at any point in time, you would just have to call to do that with our MassHealth customer service or do it through MassHealth choices.
So, if you have moved, you may need to change your health plan or choose a doctor in the area that you are now residing.
It is important to just make sure that you keep that information up to date, that way you are able to access doctors in the area that you end up living in. If you do need to make any changes, there are links provided in this presentation that will walk you through that process.
And for those Members that have both MassHealth and Medicare, do you have to enroll in a health plan? The answer is no, you're not required to do so.
But there are health plan options available to you if you have both MassHealth and Medicare, and some of those plans are called One Care programs, the Senior Care Options as well as the Program of All-inclusive Care for the Elderly.
And we're going to talk a little bit more about those plans, but they are different types of health insurance that is kind of like what I consider an umbrella.
It takes your Medicare and MassHealth and then attaches on an additional insurance. And you can have access to even more comprehensive dental and vision benefits as well as have access to their network of doctors.
Or, you could also just not enroll in that health plan. That is totally discretionary.
One Care (Slide 25)
Candelario, Belkis (EHS)
So for One Care, it is a way to again bring MassHealth and Medicare together and put it all under one insurance product. This is for members who are between the ages of 21 and 64. They need to have Medicare Part A and B, and qualify for Medicare Part D. They need to be eligible for MassHealth Standard and Common Health and live in the area that is covered by their One Care plan.
And there are different ones available. Some of them that are off the top of my head are Commonwealth Care Alliance, C3 I believe is one of them, as well as Tufts.
So these are different health plans that bring MassHealth and Medicare together. You can access their network of doctors as well as receive additional services because of the program that you're enrolled in.
You also get a case manager or a coordinator available to you to coordinate that care as well.
Senior Care Options (SCO) (Slide 26)
Candelario, Belkis (EHS)
Next is our Senior Care Options.
So this is again another comprehensive health plan. It covers services that are typically paid through MassHealth and Medicare.
This plan provides services to Members through a Senior Care Organization and its network of providers.
So think of the different elder service agencies located across the state.
They have different coordinators known as Geriatric Support Coordinators who will coordinate the care and services that the Members will receive. They can also receive respite care for families and caregivers, and SCO offers an important advantage for Members who are eligible for things that are outside of the fee-for-service care.
And there are no co-pays as well as no premiums affiliated with the SCO program.
Members that are eligible for this SCO program are those that are eligible for MassHealth Standard, so meaning MassHealth Standard, and be the age of 65 or older, they can be residing either in their homes or in a long-term care facility.
Except for those residing in-patient at a chronic care or rehabilitation hospital or residing in an intermediate care facility for people with intellectual disabilities.
That's the exception. Those folks cannot enroll and go.
And for those Members that are not subject to a six-month deductible period in order to qualify for MassHealth Standard.
And they have to live in the area that their SCO plan is in.
Again, this is a voluntary program. So, a Member can enroll, and if at any point in time they're not satisfied, or they don't want to be a part of that SCO program any longer, they can disenroll.
Program of All-Inclusive Care for the Elderly (PACE) (Slide 27)
Candelario, Belkis (EHS)
Next is our Program of All-inclusive Care for the Elderly, also known as PACE.
So PACE again is another program that's available for Members that have MassHealth and Medicare.
They provide a wide range of medical, social, recreational wellness services to eligible participants.
The goal of PACE is to allow participants to live safely in their homes instead of nursing facilities.
And their model is centered to the core belief that given a choice, most elders, the disabled, and their families would choose to receive care in their homes and communities rather than a facility.
In order to enroll in PACE, a member has to be 55 years or older.
They need to live in the service area of where that PACE organization is.
They have to be certified by the state that's eligible for nursing, nursing home care.
And they need to live in the community, not in a facility. And they have to agree to receive health services exclusively through their PACE organization.
Some of the MassHealth income and asset rules for PACE include that a Member's income cannot exceed two thousand three hundred and eighty two dollars.
That figure is updated annually again to account for the cost-of-living adjustment, and the monthly premium. There is a monthly premium charge to the PACE enrollee and that is based on income and their assets cannot exceed two thousand dollars.
If they are married, their spouse's income and assets are not counted as part of their eligibility.
Resources (Slide 28)
Candelario, Belkis (EHS)
Next are our resources.
MassHealth Verification Forms (Slide 29)
Candelario, Belkis (EHS)
So on this slide, we have a few different forms that a Member can use to provide as proof of these different things for those Members that are recently released or are not incarcerated.
We have an incarceration status form that they can complete to prove that they are no longer incarcerated.
There is a Massachusetts residency affidavit, and this affidavit is typically for Members that do not have any other verifications available in their name, such as utility bills. For those members that are homeless, on the form it allows them the ability to check off that they do not have a home address and then provide a mailing address on the form itself. And the Member can sign, print and date that form and send it back.
For those Members that do not have income, we have what is called an affidavit to verify zero income and they can just complete that form and send it back to us as well. For members that are receiving self-employment income and maybe they have their newly self employ, and haven't yet filed taxes, they can do what is called a profit or loss statement, which is what this affidavit is completed and send it back to us. And then we also have our non-custodial parent form, and this is for a form you complete for children who do not live with their parents or one of their parents.
So, you would complete that form with that information and send it back.
Keep in mind that this is not a comprehensive list of all the forms we have available, but these are just some resources that are available to complete as verification for some of the things we may ask for.
MassHealth Enrollment Centers (MECs) (Slide 30)
Candelario, Belkis (EHS)
Another resource is our MassHealth Enrollment Centers and we have our online appointment service, so you can go to any of our seven offices.
At these offices they have drop boxes available if you just want to drop off your documentation without having to speak to somebody. You can also go into our walk-in center and speak with an eligibility worker to make any changes or updates to your application or go through the application that you may have completed and have some questions about, you can talk to somebody about it.
You also have the ability to schedule an online appointment with one of our MassHealth representatives to either make any changes, assist with the renewal process, ask general questions.
You can schedule both a either video appointment or phone appointment.
Please make sure that if you are exploring this option that you are using a valid e-mail address, not a work e-mail address because you could lose your employment and that e-mail address is no longer available to you, so preferred personal e-mail address.
Same thing with your phone. Make sure that it is your personal phone number and not a work phone number, just to make sure that we're able to contact you if we do need to follow up or if the call gets disconnected at any point in time.
Online Appointment Scheduling Service (Slide 31)
Candelario, Belkis (EHS)
Here is the QR code in order to schedule a video or phone appointment.
This portal allows you to schedule an appointment two business days out or up to twenty days, twenty business days in the future.
You can also cancel your appointment at any time if let's say the time you scheduled and you're no longer available, you can cancel it.
You can, if you're in the Springfield area, this QR code allows you to schedule an in-person appointment only at our Springfield office currently.
Enrollment Assisters (Slide 32)
Candelario, Belkis (EHS)
And then another resource that's available are enrollment assistors.
So we have Certified Application Counselors.
We have about fifteen hundred located across the state of Massachusetts in various hospitals and community health centers.
They speak various languages depending on your area and you can call to schedule an appointment with an enrollment assistor, and they can help you in the application completion process or submit any documentation that you may need to provide.
Same thing with our navigators.
Only we have about twenty two certified navigator organizations.
They can also help you navigate the application process, and here's a URL available to find the closest assistant in your immediate area. If you or your organization is interested in becoming a Certified Application Counselor organization, you can e-mail the MA Health Connector training team, and they can help you navigate that process and what it entails to be a certified assistant. It is voluntary.
So just keep that in mind if that is something that you're interested in doing. It is a voluntary service.
It's not just for you to assist those that you assist in your specific provider organizations, but as well as anybody else within the community that would need that assistance as well.
My Ombudsman: For Help Accessing Services (Slide 33)
Candelario, Belkis (EHS)
We also have the My Ombudsman program.
They are an independent organization that helps our MassHealth Members and their families to address any concerns, address any questions that impact their MassHealth experience with either the health plan or their ability to access health plan benefits or services.
Here's their contact information on our slide.
You can contact them via phone, video, phone.
They have a website as well as an e-mail.
They have staff that speak various languages from American Sign Language to Haitian Creole, Portuguese and Spanish.
And they have other interpreter services with additional languages available.
MyServices Portal (Slide 34)
Candelario, Belkis (EHS)
And next we have the MyServices Portal.
Highly recommend that you tell all of your Members about this portal because it allows them access to view their information. They can see the demographic information we have on file, what status, what their eligibility status is, their enrollment information, their Managed Care information, they can also access their MassHealth card through my services that's available.
So in case they lose their card, it's available through this app.
They also would receive copies of their notices, as well as alerts to any important actions they may need to take. So, if they have a pending verification that they need to submit, they would be able to see that information through my services, especially if they don't have a fixed address, or they don't always check their mail or they lose their mail, this is a great resource to have.
The website is available in six languages as of right now, English, Spanish, Brazilian Portuguese, traditional Chinese, Vietnamese and Haitian Creole, so they can access their information in one of those six languages.
MassHealth Self-Service System (Slide 35)
Candelario, Belkis (EHS)
And then if they don't have My Services, they can always call our MassHealth customer service line at 1-800-841-2900.
Thank you! (Slide 36)
Candelario, Belkis (EHS)
And that concludes my presentation.
So now we can open it up to questions.
Thank you everybody.