So, I just did a conference call to the Health Connector Assister line. My client got terminated, turns out that the HC sent several letters to his residential address instead of his PO Box (mailing address). First, the CSR just stated why he was being terminated and was ready to hang up the phone. I […]
We just had a patient come in to apply whose only proof is an order from the US Immigration and Customs Enforcement order to release alien form. This form has a picture on it, patient just got here last month and has no other ID since Homeland Security took his El Salvador passport. We sent […]
Hi, I am still experiencing issues with Health Connector CSR when updating applications. Now that we have the assister portal, it is much easier to make updates on our own. But I am still cleaning up after HC CSR mistakes. This time a Connector Care household went through CSR twice to update income and confirm […]
Hello everyone, Once again, I’m getting mixed information about what the assisters line may help us CAC or navigators. I called last week to find out the status of an application submitted back on 10/20/16 which was not found on Virtual Gateway MAP. I tried his social security number, his name and DOB, and even his previous MH ID# […]
We have a couple, husband over 65 wife under, who completed a SACA on November 21, 2016. As always we completed a SACA for both. Husband was approved, wife denied. We called MH 3 times today, they refuse to approve the SACA in her name. We are told to do an ACA for her? At […]
Hi all, I just got off of the telephone with a senior who called to ask for assistance completing the SACA-2 application he was emailed by membersupport@masshealth.net. It took me a few seconds to realize we were not looking at the same application. I asked him to look at the bottom right corner of […]
Today I called the MH assister line with a member to try and resolve an issue that’s been ongoing since at the very least October. Three times, i was put on hold and all three times, I was hung up on. Is this happening to anyone else?
Hello everyone, we have been having problems with submitting updates or applications online. Once we click “SUBMIT” on the signature page, a message “we are unable to process your application at this time. Please try again later” pops up. I tried several times to submit the application and it has not been working. Called MassHealth with patient […]
I just called the Assister’s line to ask about two HSN-PD applications that were faxed more than a week ago, we have ARD’s and PSI’s for both of those. Nia, a CSR from Springfield office, refused to even check to see if they had received the applications because “the Assister’s line is only to be […]
Hi, I just met with a couple whose premium has increased for 2017. They wanted to know how to go about updating the premium amount in their online account. We called the Connector Assister line and was told the following: The Connector would have to cancel the current online account with the old payment and the […]