MassHealth ACO Members

We want you to get the most out of your C3 membership. This page contains important information about your medical, behavioral health, and pharmacy benefits, and your rights and responsibilities as a C3 MassHealth Member.

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Member Handbook

Member Handbook

Your handbook includes important information about C3, your benefits, and our services. Please use your handbook to learn more about what it means to be a C3 Member including your rights and responsibilities.

Along with this handbook, you can also review the Covered Services List in English or Spanish.

If you have questions or need help translating it into your language, please call us at 866-676-9226 (TTY: 711). Alternate formats available, including large print.

Download your Member Handbook or call us to request a copy.

English

Spanish

ID Cards

Your C3 ID number is the same as your MassHealth ID. Pharmacies should use BIN 009555, PCN MASSPROD, and Group “MassHealth” when filling prescriptions for C3 Members.

Bring your C3 ID card and your MassHealth ID card with you when you seek medical, behavioral health, or pharmacy services. Show either card to get the services or medicines you need.

If you did not get a C3 Member ID card, or if your C3 Member ID card is damaged, lost, or stolen, please call us at 866-676-9226 (TTY: 711). In the meantime, use your MassHealth ID card. Your provider can also look you up in the MassHealth system.

We Want To Get To Know You

We encourage you to complete our care needs survey so that we can work with your Primary Care Provider (PCP) to get you the care you need.

We use this survey to help you get services that may help you manage your health needs. If you have a more complicated health care situation, we may ask you more questions to help us find programs and services for you.

The survey takes about 15 minutes to complete.
Members may access the survey here, over the phone, or you can request a paper copy by calling 866-676-9226 (TTY: 711)

Note: This survey is for C3 members only. If you are not a member of C3 and you complete the survey, it is important that you understand that your responses will not be shared with your PCP.

Take the Survey

24/7 Nurse Advice Line

Available 24 hours a day, seven days a week: 800-769-8969 (TYY: 711)

As a C3 Member, you can get help from our Nurse Advice Line and speak with a registered nurse about your health concerns.

Call the Nurse Advice Line if you:

have general questions about your health or wellness
need advice about your health or wellness, including answers to specific health questions or medical concerns
need help with your urgent or elective care

If you are having a medical emergency, you should call 911.

Covered Services at a Glance

C3’s Covered Services List describes the MassHealth medical, behavioral health, and pharmacy benefits available to you as a Member of C3. The list also tells you about referral and/or prior authorization requirements. Our goal is to help you connect to the services you need in the easiest way possible. This information is available at the back of your Member Handbook. You may also view the List of Covered Services.

Coverage for Medicines

As a C3 Member, you have access to medications and some over-the-counter drugs covered by MassHealth. To find details on which prescription and over-the-counter drugs MassHealth covers for C3 Members and what coverage rules apply, visit MassHealth’s List of Covered Drugs.

Language and Formats

Member documents are available for free in English, Spanish, and other formats including large print. You can download and print C3 materials from this website. If you speak a language other than English, we can help. Language assistance services, free of charge, are available to you. Call us at 866-676-9226 (TTY: 711).

Grievances

We expect that you will receive good care and be treated well when you seek services. If you are not happy with any part of your care or services, we want to hear from you. This is called filing a grievance.

You can contact C3 in the following ways:

Phone: 866-676-9226 (TTY: 711)
Mail: Community Care Cooperative (C3)
Attention: Member Advocates – Grievances
75 Federal Street, 7th Floor, Boston, MA 02110

Ombudsman Program

MassHealth provides an independent resource called an Ombudsman to help MassHealth Members address questions, concerns, or problems related to ACO membership or with access to ACO benefits and services. The Ombudsman can help you with any problems or concerns you may have with the ACO program, your MassHealth coverage, or C3.

The Ombudsman will listen to you, investigate the issue, and discuss options with you to help solve the problem. The Ombudsman works to make sure you can get your benefits and exercise your rights as an ACO Member.

Phone: 1-855-781-9898
(Toll Free) or TTY: 711
Email: info@myombudsman.org
WALK-IN HOURS:
Monday 1 p.m.– 4 p.m.
Thursday 9 a.m.–12 p.m.
and by appointment

11 Dartmouth St, Suite 301, Malden, MA 02148
Office is wheelchair accessible