The HelpLine assisted a senior in updating their address with Masshealth. A few days later the counselor checked in EVS and MAPS to see if the address had been changed. It was changed in MAPS but not EVS. We have seen the opposite with other cases. We are curious what this means for notifications and […]
At the HelpLine we often call the MEC with a client on the phone who does not speak English and translate for them. We have been doing this for years. Yesterday two MEC workers said that they were not allowed to speak to a client through an outside translator. The first call resulted in being placed […]
The HelpLine submitted an extension form for a family that resulted in just the head of household being extended. Her children and husband are still without coverage. Have others run into this problem?
Our HelpLine has run into a case where a CommonHealth member is having an ESI investigation done by Premium Assistance. This is the second investigation this year for this member. She has been removed from her MCO while the investigation is going on which has barred her from getting her prescription. She was not notified […]
A couple of the HelpLine counselors have cases getting stuck at the signature page in the last week. The client’s name has been entered and they press submit which is when the technical error message has popped up. One of the counselor’s experienced this at the Springfield enrollment event and the staff at the event […]
The HelpLine received a call from a family up for renewal. This is a family with children but the complicating factor is that they also claim their elderly parents on their taxes. The parents are also on MassHealth and are not up for renewal. What we are trying to determine is if the family needs […]
The HelpLine has three cases where former Commonwealth Care members sent in a paper application and the application has not been processed yet but they have MassHealth Limited. These three clients are all immigrants who should be qualified for ConnectorCare. When a counselor called the MEC about a case they said that because the paper application has […]
The HCFA HelpLine has heard from around a dozen callers who have made their payments online in the past few weeks and their payment has not been removed from their bank accounts yet. These clients are very concerned that they will not have coverage effective 2/1 because the payment is not attached to their accounts even though […]
Callers who have been unable to find plans online after submitting their applications were told they would be mailed a letter with their plan options by January 25th. However, since this is after the January 23rd deadline to enroll and pay premiums, it means they’ll be without coverage on February 1st. Has anyone else run […]
We’ve had a few callers who have been waiting more than two weeks for ID proofing to unblock their applications. With the deadline to pay premiums coming up next week, they’re anxious that they won’t be able to do it in time if they don’t hear back from ID proofing soon. Does anyone know what’s causing […]