ACA Learning Series Massachusetts Health Care Training Forum. October 2014

Transcription

1 ACA Learning Series Massachusetts Health Care Training Forum October 2014

2 Massachusetts ACA Learning Series The purpose of this ACA Learning Series is to educate staff who currently assist Health Connector, MassHealth and Health Safety Net (HSN) members at Massachusetts hospitals, health centers and community-based organizations Introduce key concepts and create awareness Deliver important, detailed information that will prepare you for assisting populations you serve Provide you with specific information and training to help populations obtain coverage 2

3 Agenda Open Enrollment Overview Direct Member Contact and Member Mailings Update on Outbound Call Campaign Health Care for All Outreach and Education Campaign Messaging and Media Health Connector Products and Plans Health Connector Payments What You Need to Know 3

4 Open Enrollment Overview

5 Open Enrollment : Overview This year s Open Enrollment period is from November 15, 2014 February 15, 2015 Individuals enrolled in the following programs WILL need to submit a new application during open enrollment. This includes: Qualified Health Plans (QHPs) Commonwealth Care (CommCare) Medical Security Program (MSP) Temporary MassHealth Coverage Temporary MassHealth Limited 5

6 Open Enrollment : Overview (cont d) Current MassHealth members who are receiving benefits through the following MassHealth programs DO NOT need to submit a new application during the Open Enrollment period: MassHealth Standard CarePlus Family Assistance Limited Health Safety Net Children s Medical Security Plan CommonHealth 6

7 New hcentive End-to-End Consumer Experience Qualified Health Plan 1. Front Door Participant enters through a single Front Door for CCA & MassHealth (hcentive) Portal or Phone 3. Verify Eligibility Participant provides verification if necessary Participant chooses plan non state wrap (hcentive) QHP[a] Shop Participant chooses plan state wrap (hcentive) QHP[b] Notification Participant is noticed for QHP (Dell) QHP[c] Bill Pay Participant is invoiced and pays bill (Dell) QHP[d] Enroll Participant receives Proof of Coverage 2. Apply Portal, Phone or Paper Application data is verified (Federal Hub) Eligibility and MAGI program is determined (hcentive) Medicaid Participant creates account (Identity Mgt) Participant completes application (hcentive) Assessed to be non-magi MH [a] Notification Participant is noticed (from hcentive to MassIT) MH [b] Enrollment Eligibility information is sent to MMIS for enrollment Non-MAGI manual processing (Excel file to MA-21) 7 7

8 Open Enrollment : Transitioning Populations What we need to accomplish during the 2015 Open Enrollment period: Outreach over 400,000 residents about open enrollment and applying for ACA-compliant coverage Assist all qualified persons in applying, shopping for and enrolling in a plan to avoid a gap in coverage Currently Enrolled Populations Count (as of 9/8/2014) End Date of Existing Coverage* If eligible for Connector Coverage, Deadline to Apply and Select a Plan (to avoid gap in coverage) If eligible for Connector Coverage, Payment Due Date Qualified Health Plan (QHP) ~33K 12/31/ /23/ /23/2014 Commonwealth Care and Network Health Extend (formerly MSP) MassHealth Temporary Coverage Wave 1 MassHealth Temporary Coverage Wave 2 MassHealth Temporary Coverage Wave 3 ~100K 1/31/2015 1/23/2015* 1/23/2015** ~100K 1/15/ /23/2014 1/23/2015** ~100K 1/31/2015 1/23/2015 1/23/2015** ~100K 2/15/2015 2/15/2015 2/23/2015** Qualified Dental Plan/Small Group Medical/ Small Group Dental ~9K Varies by anniversary date Varies by anniversary date Varies by anniversary date *End dates are tentative and subject to confirmation and approval from CMS (the Centers for Medicare and Medicaid Services) **Members determined eligible for MassHealth and some subsidized QHP coverage will not need to submit payment 8

9 Multi-Faceted Outreach Campaign This campaign will deliver a clear call-to-action to all populations during Open Enrollment. Centralized member outreach data reporting to track and measure our progress. 9

10 Enrollment Assisters MassHealth and the Health Connector have started engaging and training the Massachusetts enrollment assister community to prepare them for Open Enrollment. Certified Application Counselors The Commonwealth has approximately 170 Certified Application Counselor (CACs) organizations spread across nearly all hospitals and Community Health Centers in the Commonwealth. These organizations are responsible for 1,301 trained CACs. With an potential for an additional 494 CACs are being trained for Open Enrollment Navigators The Commonwealth has selected 15 Navigator organizations that span across Massachusetts. Following completion of the first phase of training and passing the required exam, 85 Navigators have been certified. The Connector will be introducing them to their communities via local media and press events MassHealth and the Health Connector teams are also working to provide weekly updates in the form of consolidated blasts to the enrollment assister community on relevant member transition and open enrollment topics 10

11 Direct Member Contact And Member Mailings

12 Direct Member Contact Direct Member Mailings Beginning in October, we will send transitioning members a variety of direct mailings Preview and payment reminder postcards to reinforce important dates and provide calls to action to sign up Open Enrollment packets providing population-specific messaging, frequently asked questions and details on where individuals can go to receive help applying and enrolling blasts to members and authorized representatives to reinforce key mailings including coverage extension notice, preview postcard, Open Enrollment packet and payment reminder postcards Language about Open Enrollment highlighting important dates added to operational letters and invoices sent to current members (e.g. NPP disenrollment letter, closed enrollment welcome letter) To a certain subset of the subsidized population, paper applications (see next slide) 12

13 Direct Member Contact (cont d) We will direct our members to enroll online in all of our messaging, although we will send paper applications to a subset of the population that might be more likely to apply by paper For Commonwealth Care and Medical Security Program (MSP) members, we will mail paper applications to ~35,000 individuals who did not reapply or who applied by paper last year, specifically those who may have language barriers or who have not had to pay a premium to remain in coverage For Temporary Medicaid members, we will mail paper applications in three waves (in line with their coverage end dates) to ~115, ,000 households that applied by paper last year. Final numbers will depend on the final count of individuals in temporary Medicaid (~285,030 members as of August 30, 2014) We have also assessed the current workforce who enters these applications and will augment accordingly to mitigate paper backlogs and to ensure that applications get processed in a timely manner Even those that receive paper applications will still be educated that the fastest and easiest way to apply for coverage this Open Enrollment is online 13

14 Direct Member Mailing Our communications messages will vary by the priority population and are informed by their proposed coverage end dates (outlined below) Each population will receive the following pieces of direct mail that will provide specific instructions on how to submit a new application, where to receive assistance, and reinforce the call to action: Coverage Termination Letter Open Enrollment Packet Application Reminder Postcards Call-to Action Notice Mail Date Color Coded Banner of Notice Coverage End Date QHP CommCare / MSP Temporary MH Wave 1 Temporary MH Wave 2 Temporary MH Wave 3 Nov. 13, 2014 Nov. 13, 2014 Nov. 15, 2014 Dec. 1, 2014 Dec. 15, 2014 Grey Orange Purple Blue Green Dec. 31, 2014 Jan. 31, 2015 Jan. 15, 2015 Jan. 31, 2015 Feb. 15,

15 Direct Member Mailing (cont d) October November December January February QHP (~33K) 10/20 11/3 12/8 12/31 1/12 2/9 CommCare / MSP (~100K) Temporary Medicaid Wave 1 (~100K) Temporary Medicaid Wave 2 (~100K) Temporary Medicaid Wave 3 (~100K) Preview Postcard Open Enrollment Packet Reminder Postcard Paper Application Coverage End Date 11/3 11/17 12/8 1/12 1/31 2/9 11/15 1/12 1/15 1/12 12/1 1/31 12/15 1/12 2/15 Automated and Live Agent Outbound Calls (~2.3M calls deployed) Door Knocking Campaign (target 200,000 doors) 15

16 Commonwealth Care Bill Insert Each Commonwealth Care member will receive a bill insert included with their last premium invoice sent on January 1,

17 Application Messaging for Commonwealth Care Members Commonwealth Care members will be provided messaging highlighting the need to apply for coverage in 2015 Note: This is an example of the mailing to Commonwealth Care members. Individuals with temporary MassHealth will receive a similar packet with tailored information 17

18 Frequently Asked Questions for Commonwealth Care Members Commonwealth Care members will be provided with responses to frequently asked questions to support application and enrollment I already applied last year. Do I need to apply again? When should I apply for health insurance? What happens if I don t enroll before January 23? How do I get help paying for coverage? 18

19 Application Checklist for Commonwealth Care Commonwealth Care members will be provided a list of information needed to apply for, and enroll in, 2015 coverage 19

20 Navigator Messaging for Commonwealth Care Members Commonwealth Care members will be provided messaging in the distributed open enrollment packet on the significance and availability of Navigators and Certified Application Counselors 20

21 Update on Outbound Call Campaign

22 Outbound Call Campaign Outbound Call Campaign We are engaging in an outbound call campaign beginning in November Transitioning members will receive phone calls before, during and after the Open Enrollment period New applications will also receive calls after account creation/application submission to help encourage them to complete the shopping, payment and enrollment process Approximately 2.3 million calls will be deployed in total Automated calls will be deployed to new and transitioning members. The purpose of these calls is to reinforce messaging provided in member mailings, remind individuals to complete partial action taken online and provide next steps, and to confirm payment when received. Automated calls will also leave voic messages when available Live agent calls will be deployed to provide education and enrollment support to transitioning members-providing support with application, plan selection and payment The call campaign staffing model will include 125 agents trained for outbound calls 22

23 Health Care for All Outreach and Education Campaign

24 Health Care for All Outreach and Education Campaign We are again partnering with Health Care For All this year to continue its grassroots, public education campaign for the upcoming Open Enrollment period. Health Care For All will execute a door knocking campaign designed to target 200,000 doors to inform consumers of the need to apply for 2015 coverage and where they can receive assistance in their community Their effort will also feature an ethnic and local media campaign targeting over 500,000 consumers informing them of the need to take action Health Care for All will deploy a password-protected, invitation only online discussion platform known as In The Loop- for the Massachusetts enrollment assister community to share direct experience and questions in a monitored forum that will offer peer support, trouble shooting, and consistently accurate and timely technical assistance to this secure community This community is modeled after the successful federal model that is supporting enrollment assisters across the country enrolling consumers through Healthcare.gov HCFA will report back trends/issues they see on In the Loop to the Health Connector and MassHealth, as a feedback loop The Health Connector and Health Care for All look forward to providing a more in depth training on how enrollment assisters can soon take advantage of this beneficial platform 24

25 Messaging and Media

26 Messaging and Media Plan Messaging Each month, leading up to and through open enrollment, the Health Connector will enrollment assisters a set of approved talking points providing timely and consistent information you can share directly with the consumers you serve Media Plan The Health Connector s public outreach and education campaign will run throughout Open Enrollment, with heavier rotation through December, featuring Navigators giving a clear call-to-action to current members and offering assistance Press outreach includes upcoming Navigator tour and education and enrollment events; media roundtables and demonstrations of the system; access to the Operations Command Center during the first stage of Open Enrollment Working Television Story Board 26

27 Health Connector Products and Plans

28 The Health Connector Marketplace Under the ACA, the Health Connector is the Massachusetts Marketplace, serving both individuals and families as well as small businesses Individual Marketplace Individuals and families can buy coverage for themselves in the Individual Marketplace Self employed consumers can buy in the Marketplace if they are buying coverage for themselves and their families (not their employees) SHOP (Small Business Health Options Program) Marketplace Small business owners (businesses with 50 or fewer full time equivalent employees) can purchase a product called Business Express which is a sole source offering, meaning employers can select 1 medical plan to offer all of their employees Unlike the Individual Marketplace, small business owners and their employees participating in SHOP can t qualify for Marketplace programs to lower their costs (e.g. premium tax credits and cost-sharing reductions) Individuals and families applying for coverage through MAhealthconnector.org may be eligible for coverage sponsored by MassHealth or the Health Connector MassHealth programs QHPs without financial assistance, including catastrophic health plans QHPs with financial assistance (tax credits, cost-sharing reductions, ConnectorCare) QDPs 28

29 Health Connector Products and Plans What are Qualified Health Plans (QHPs) and Qualified Dental Plans (QDPs)? QHP: A health benefit plan that is approved by the MA Division of Insurance for meeting applicable state and federal requirements, including limits on costsharing (e.g., deductibles, copayments, and out-of-pocket maximum amounts) and coverage of essential health benefits, and has received the Health Connector s Seal of Approval as meeting certain standards regarding quality, value, and coverage QDP: A dental benefit plan that is approved by the MA Division of Insurance for meeting applicable state and federal requirements, including reasonable limits on cost-sharing and coverage of the pediatric oral services essential health benefit, and has received the Health Connector s Seal of Approval as meeting certain standards regarding quality, value, and coverage 29

30 Health Connector Products and Plans (cont d) Products Description Qualified Health Plans (QHPs) with financial assistance for individuals and families QHPs without financial assistance for individuals and families Catastrophic Health Plans for individuals and families QHPs for small businesses Qualified Dental Plans (QDPs) for individuals, families and small businesses Federal subsidies: premium tax credits (0%-400% FPL) can be applied to QHPs on any metallic tier; cost-sharing reductions (0%-250%* FPL) can be applied to certain Silver tier products (ConnectorCare plans) Health Connector will provide additional state subsidies (0%-300% FPL) through the ConnectorCare program which is only available on the Silver tier Unsubsidized plans for eligible individuals and families offered on four metallic tiers Catastrophic plans for young adults <30; and individuals and families otherwise eligible because they have an exemption under federal law Covers preventive care in full without cost-sharing and offers at least 3 non-preventive primary care office visits without applying toward the deductible Coverage for small businesses with <50 employees Certain small businesses may be eligible for federal tax credits or state wellness rebates Dental plans for eligible individuals and small groups Pediatric-only plans are available too Dental benefits may be embedded in Health Plans or offered as a Stand- Alone Plan by dental issuers *Cost Sharing Reductions (CSRs) are available for American Indians with income up to 300% of FPL 30

31 Health Connector Products and Plans (cont d) Standardized Plan Design Metallic Tiers Plans offered through the Health Connector are primarily separated into 4 health plan categories Bronze, Silver, Gold, and Platinum based on the percentage the plan pays of the average overall cost of providing essential health benefits to members. The plan category you choose affects the total amount you'll likely spend for essential health benefits during the year 31

32 Health Connector Products and Plans (cont d) Health Connector Issuers for 2015: Altus Dental (offers dental only) BCBSMA (offers medical and dental, but dental is only for small businesses) Boston Medical Center HealthNet Plan (a ConnectorCare Issuer) CeltiCare Health Plan (a ConnectorCare Issuer) Delta Dental of MA (offers dental only) Fallon Health Plan (a ConnectorCare Issuer) Guardian (offers dental only, but only for small businesses) Harvard Pilgrim Health Care Health New England (a ConnectorCare Issuer) MetLife (offers dental only, but only for small businesses) Minuteman Health (a ConnectorCare Issuer) Neighborhood Health Plan (a ConnectorCare Issuer) Tufts Health Plan - Network Health (a ConnectorCare Issuer) Tufts Health Plan UnitedHealthcare 32

33 ConnectorCare Program Who can qualify for a ConnectorCare Plan? Individuals or families living in Massachusetts with incomes at or below 300% of the Federal Poverty Level (FPL) may qualify for ConnectorCare. If you and your family qualify, your Plan Type will depend on your household income. Those with incomes above 300% FPL cannot qualify for a ConnectorCare plan, but may qualify for tax credits that help to lower the cost of insurance. 33

34 ConnectorCare Program (cont d) Based on where you live, you may be able to choose from plans offered by the following insurers: Boston Medical Center HealthNet Plan CeltiCare Health Fallon Health Health New England Minuteman Health Neighborhood Health Plan Tufts Health Plan - Network Health These health plans offer the same core set of services but may have different doctors or hospitals in their provider networks. Be sure to check out each plan in your area to see if your doctor or hospital is in the network. 34

35 ConnectorCare Program (cont d) In addition to income eligibility, ConnectorCare members must: Live in Massachusetts Be a US Citizen, National, or immigrant that is lawfully present in the United States Not qualify to enroll in an employer s affordable, comprehensive health insurance Not be in jail Not qualify for Medicare, MassHealth (Medicaid) or other public health insurance programs 35

36 ConnectorCare Program (cont d) Which Connector Care can you qualify for? The cost of ConnectorCare plans are different, depending on the health insurer and your Plan Type. The charts below shows the income eligibility for different Plan Types according to Federal Poverty Levels (FPL). Sample of ConnectorCare monthly premiums. 36

37 ConnectorCare Fact Sheet ConnectorCare Plans: A new way to help you pay for health insurance Fact Sheet includes: Who can qualify for a ConnectorCare plan? Which ConnectorCare plan can you qualify for? Lowest cost ConnectorCare plan premiums 2015 ConnectorCare Benefits and Copays Chart 37

38 Health Connector Payments

39 What are Premiums? Health and dental plan premiums are monthly payments that a member must pay in order to establish and maintain coverage Unlike co-payments and deductibles, some members will pay a premium each month, regardless of whether the member received health or dental care Members who qualify for ConnectorCare plans could have $0 premiums, depending on their eligibility determination and plan selection. All other Health Connector members will likely pay a premium every month The following information does not apply to individuals determined eligible for MassHealth 39

40 Payments Deadlines The payment due date for all Individual/Family (non-group) products is the 23rd of every month before the next coverage effective date (the 1st of a month) For example, December 23rd is the payment due date for coverage effective January 1st Payment Deadline Coverage Effective Date December 23, 2014 January 1, 2015 January 23, 2015 February 1, 2015 February 23, 2015 March 1, 2015 March 23, 2015 April 1, 2015 April 23, 2015 May 1, 2015 May 23, 2015 June 1, 2015 June 23, 2015 July 1,

41 Paying the Health Connector The Health Connector generates a quote (a premium priced according to the applicant s eligibility and unique characteristics) and sends it to an applicant after the applicant has applied for coverage and selected a plan The applicant pays the quote (premium) using one of the available payment methods (Check, Money Order, Bank ACH, in person)*. All payment must be received in full and on time for coverage to be effective the following month and for the applicant to become a member/enrollee of the insurance carrier s plan The Health Connector processes payment and sends confirmation to the insurance carrier A Welcome Letter is mailed to a member by the Health Connector within 5 business days of processing payment and sending confirmation to the carrier The insurance carrier produces a member ID number and mails a member packet and card to the enrollee approximately 7-10 business days after receiving the member s information *The Health Connector is currently building an Electronic Funds Transfer (EFT) payment system that will go live during Open Enrollment. 41

42 Paying the Carrier Members have the right (pursuant to the ACA) to pay a carrier (health plan) directly; however, the fastest and easiest way for a member to pay is to do so directly through the Health Connector. If the member chooses to pay the carrier directly, the carrier is responsible for establishing a process for collection of premium payments An enrollee must pay his/her monthly premium in full by the payment due date each month* and follow any process established by the carrier Please note: ConnectorCare members must pay the Health Connector directly to ensure that they receive all available federal and state subsidies *Each carrier has its own payment due date that may be different from the Health Connector s 42

43 Partial Payments for New Members If an initial premium payment is equal to or less than $10 short of the total amount due, it will be accepted for new members and the member will be enrolled The member will then be billed for the balance on their next ongoing billing statement This $10 payment policy is also applicable to plan changes made at the time of renewal or during Open Enrollment If a member makes an initial payment that is more than $10 short of the total amount due, the member will not be enrolled. It is, therefore, important to emphasize to members that full payment is required Example: Premium is $100, member sends in a check for $90 member will be enrolled, but next month will owe $110 (the balance plus the monthly premium). Example: Premium is $100, member sends in a check for $80 member will not be enrolled until they pay the amount due or an amount within $10 of the amount due. 43

44 Partial Payments for Ongoing Customers Partial Payment: Applies to enrolled Individuals, Families, Employers, or Employees Premium payment received that is less than the total amount due Treated as a non-payment for the purposes of calculating the member s delinquency status and terminations for non-payment Could result in the suspension or denial of claims by the health plan All payments are applied to outstanding fees on the account before they are applied to premium balances Note: The Health Connector may choose to round up to the nearest full dollar amount and use the rounded amount to calculate member delinquency status and termination for non-payment 44

45 Payment and Processing for Ongoing Customers Ongoing Payment Process and Deadlines: On an ongoing basis, the payment due date for all non-group (individual/ family) products and coverage types is the 23rd calendar day of the month before coverage effective date The payment due date for all small group products is 5 business days before coverage effective date Payment must always be made in advance of the coverage month An enrollee must pay his/her monthly premium in full by the payment due date each month or will be considered delinquent and risk disenrollment for non-payment All payments are always applied to outstanding balance and/or fees on the account before they are applied to premium balances Note: Plan selection deadlines for small group coverage vary by insurance carrier, but the payment deadline is always the same regardless of which insurance carrier the group enrolls in. 45

46 Payment Methods Available Payment Methods By mail by check or money order (paper) In person at the Customer Service Center in Boston or Worcester (check or money order only) Sent by the enrollee s bank or financial institution; search for MA Health Connector in the bank s bill-pay to find the correct payee By Electronic Funds Transfer (EFT) payment online* Payments are processed and credited to member s account the same day they are received provided the payment was submitted with all necessary information (e.g., member s correct billing account number that can be found on the bill, etc.) Payments that do not have correct or sufficient information will be cashed and placed in a suspense account this means they cannot be credited to a member s account Payments are researched daily to attempt to associate the payment with a member account If a payment cannot be associated with a member premium billing account, it will remain in suspense until the member calls. When calling, members should have their check ready, customer service will ask for a copy of front and back of the check. Once received, payment will be transferred from suspense to member s account *The Health Connector is currently building an Electronic Funds Transfer (EFT) payment system that will go live during Open Enrollment. 46

47 Payment Methods Commonwealth Care P.O. Box Boston, MA Commonwealth Care payments Current Payments Health Connector P.O. Box Boston, MA Medical and Dental 2014 Small Group Dental Plans In-Person Payments 133 Portland Street, 1 st floor Boston, MA Main Street Suite 201/202 Worcester, MA NEW! - MA Health Connector MA Health Connector PO Box Boston, MA Medical and Dental 2015 Small Group Dental Plans Note: When working with members, please explain that the Name and PO Box has changed. Please update any automatic payments that have been set up to pay for health insurance premiums. Note: This address should be used when sending an overnight payment 47

48 Improperly Submitted Payments From time to time, the Health Connector receives a payment that cannot be processed. Payments that do not contain sufficient or correct information may prevent accurate and prompt payment processing and account crediting with the following possible results: Payments not being applied to a member s account Late application of payment to the member s account In such cases, the member s account will be considered delinquent An actively enrolled member will become delinquent and eventually subject to disenrollment A new customer will not be enrolled or enrolled late 48

49 Late Payments A member must pay the monthly premium in full by the payment due date each month A payment received after the payment due date is treated as non-payment for the purposes of activating the new member s enrollment, calculating delinquency status, and terminations for non-payment A late payment may result in: Activating enrollment with a later effective date, or Not activating enrollment for newly enrolling individuals, families, employers or employees Becoming delinquent and receiving delinquency notices The suspension or denial of claims by the insurance carrier for healthcare services rendered 49

50 What You Need To Know

51 What You Need To Know Individuals who have a Qualified Health Plan, Commonwealth Care, Medical Security Plan, or temporary MassHealth coverage (including temporary Limited) MUST submit a new application during fall Open Enrollment Enrollment assisters DO NOT have to wait until a consumer receives a termination letter to help them apply for coverage during Open Enrollment applying early is the best way to avoid gaps in coverage! The Commonwealth is prepared to execute a multi-faceted outreach campaign targeting the transition of legacy or temporary coverage members into new, ACA-compliant coverage This campaign will drive consumers to leveraging the new online application platform that will make the application and enrollment process easier than ever for customers The system will determine eligibility for non-disabled individuals under the age of 65. All individuals 65 and older and disabled individuals will need to continue to use the paper Application for Health Coverage for Seniors and People Needing Long-Term-Care Services Paper applications will be made available, but completing an online application is the fastest way to receive a determination and enroll in coverage 51

52 EVS Messaging Individuals with CommCare Coverage This member s Commonwealth Care coverage is ending soon! They need to submit a new application on or after November 15, 2014 at Mahealthconnector.org Individuals with Temporary MassHealth (including Limited) Coverage This member s temporary benefits are ending soon! They need to submit a new application on or after November 15, 2014 at Mahealthconnector.org Both messages will be available in Appendix Y 52

53 Customer Service For assistance with Connector coverage or questions about the website visit MAhealthconnector.org or call MA ENROLL ( ) or TTY , Monday to Friday, 8:00 a.m. to 6:00 p.m. During open enrollment, you can call Monday to Friday, 7:00 a.m. to 7:00 p.m. and Saturdays, 9:00 a.m. to 3:00 p.m. Go to MAhealthconnector.org for information on special dates during Open Enrollment when they will have even longer hours. For questions with MassHealth coverage Call the MassHealth Customer Services Center at or TTY: , Monday to Friday, 8:00 a.m. to 5:00 p.m. 53

54 Questions?