Hello Loopers, We are happy to announce that thanks to your amazing feedback MassHealth has decided to change the Assister Line procedures that went into effective in late September. Your feedback was critical in advocating for MassHealth to reassess this change to best support the assister community and MassHealth members! Stay tuned for an update […]
As recent posts have mentioned, the new MassHealth Assister Line process is causing serious barriers for our Navigators trying to assist members. Below are the main points of feedback I’ve collected: Instead of having convenient access to the line, it’s essentially like calling the regular customer service line. They have to enter all the member’s information […]
So frustrated with the assister line process. Have had several patients this week that have faxed in needed verifications, I can see in the gateway that they have been received and say that they are processed but no determination has been made. The assister line can’t do anything about this and transfers us to the […]
Hello, Good morning for those of you who have a good morning. My morning was definitely ruined the moment I called the assister’s line. I went through all the “interrogation” with the member and CSR after waiting 10 minutes on hold then + 5 minutes confirming the member is who she says she is. Then, the CSR […]
Hi, Called Customer Service at 8:45 this morning at 800.841.2900 as patient is not present and waited on hold ten minutes. Rep answered and I explained problem; she put me on hold to investigate. When rep returned to the phone she gave me patient status and I then asked whether patient would have HSN for his […]
Hi, I just hung up the phone from speaking with a csr from the MassHealth Assister Line. This is the process I went through: 1. Pressing prompt #3 took me directly to (the interrogation) of MH Customer Service which asks client’s soc sec# or member id#, dob, etc. 2. After answering the client info questions […]
So disappointed that they changed the assister line process. I was working great, we were able to get thru right away and help people sort out there eligibility problems. Called today with their new system and was just sent thru a maze never got anyone and finally had to send the patient to Tauton. Why […]
Hats off to the great people working the phones this week. MH assister line has helped me get 7 members HI reinstated in 2 days!! They were pleasant, efficient and courteous. Thank you!!!
I am sure we are not the only ones having issues with the MH Customer Service and MEC phone lines. We received an urgent notice from MH Assister updates on 8/15. Since then we have had nothing but issues. We were told NOT to use the 888-665-9993 line, that is was no longer in use […]
Hello, we are still experiencing problems with MEC. It’s been 2 weeks of attempting to get through the enrollment center and it just keeps saying that they are experiencing high call volumes and to try again later. Has anyone actually gotten through to MEC?