A caller contacted the HelpLine because she went back into her application to change tax information and was unable to move forward. I went into her account and faced the same issue that it could not save and would not move forward. We called the Connector Assister line and they had the same problem. She […]
We have been having issues with with website again today. There is now a message saying the federal hub is down, we have also received the triangle of trouble pop-up. When counselors have called the Connector and MassHealth they have reported issues as well and said to call back.
I spoke with a blind MassHealth member who is having issues with completing the application online. The screen reader is not working on her iphone or on her desktop computer. On the iphone the screen reader keeps defaulting to the first menu when creating the username and password, so she cannot move past that step. On the […]
I just discovered on the MassHealth website that you can NOW enroll into a MCO online! I have not tested it yet. Please post if you successfully use the online form.
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 […]