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IN THE LOOP - MASSACHUSETTS
IS A PROJECT OF HEALTH CARE FOR ALL.

In the Loop – Massachusetts was created with support from Community Catalyst and the National Health Law Program and modeled on In the Loop: Connecting the Enrollment Community.

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The healthcare system is not easy to navigate. Get the help you need. Let us know how we can help.

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Latest Post

Update from MassHealth on the Assister Line - Update: MassHealth’s Assister Line The MassHealth Assister Line provides Certified Assisters with expedited access to MassHealth customer service representatives (CSRs) and eligibility workers when they are actively working with an applicant or member. MassHealth recently made several updates to its Contact Center phone menu (or "IVR") to improve the member experience. However, these changes have caused a temporary issue with the Assister Line, where some Assisters are not being connected directly with eligibility workers as expected. MassHealth is working to fix this issue as quickly as possible, and we anticipate a full resolution by next week. Until the issue with the Assister Line is fixed, please follow these steps when calling MassHealth regarding an applicant or member: Let the customer service representative know you are an Assister; and If you need to speak with an eligibility worker (for instance, if you are working with an applicant or member over the age of 65), please ask the customer service representative to transfer you to a MassHealth eligibility worker. Thank you for your patience as MassHealth resolves this issue. Assisters can reach out to the Assister training mailbox (MAhealthconnectorTraining (EHS) MAhealthconnectorTraining@MassMail.State.MA.US) if they have questions/experiencing issues getting to the MEC.