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.
Quick Links
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 (linked below).
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.
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.
The Patient and Family Advisory Council
The Community Care Cooperative (C3) Patient & Family Advisory Council (PFAC) brings together patients, family members, and C3 staff to ensure that care is truly patient- and family-centered. PFAC members help shape the policies, programs, and practices that directly impact care in our health centers and affiliated participating providers.
You can make a meaningful impact on how care is delivered in your community.
Click here to learn more and apply to become a PFAC member!
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.
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 in either English or Spanish .
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, and Spanish. 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
Videophone: (Deaf and Hard of Hearing) 339-224-6831
WALK-IN HOURS:
Monday 1:00 pm – 4:00 pm
Thursday 9:00 am – 12:00 pm
and by appointment
11 Dartmouth St, Suite 301, Malden, MA 02148
Office is wheelchair accessible
What is Care Management?
When you join Care Management, you work with a Care Manager who may be a Nurse, Social Worker, Community Health Worker (CHW), or with a team to help coordinate your care and support your health, goals and objectives.
How does Care Management Work?
Care Management starts with a phone call or visit.
Your Care Manager will explain:
- Behavioral Health support, especially after a hospital stay
- Complex Care, for medical, behavioral, and social health needs
- Pregnancy and newborn support, which includes during pregnancy and up to 12 months after delivery
- Goal setting. What do YOU want to accomplish?
- Creation of a Care Plan and schedule for provider visits
- Support for disabled individuals and those with complex physical needs
How does Care Management Help You?
Your Care Manager will:
- Meet at times you select.
- Help you review your progress and update your goals.
- Find medical, behavioral health, and community services near you.
- Get referrals for programs that support YOUR recovery and stability.
- Get questions answered when you cannot reach your provider.
- Help you understand your treatment options.
- Help prepare for your PCP or Specialist’s appointments.
- Help with care coordination.
- Help with medication management.
Your Providers
Care Management does not replace regular visits with your primary care or behavioral health providers.
Your Cost
Care Management services are always free!
Your Privacy
Your privacy is of paramount importance. Your personal health information is shared only with people directly involved in your care.
Learn More About Care Management
Contact us at:
1-866-676-9226 (TTY: 711)
Monday–Friday, 8:00 a.m.–5:00 p.m.
When you call, please ask for a Care Management Referral.
C3 Information Line
866-676-9226 (TTY: 711)
Monday–Friday, 8:00 am– 5:00 pm
(excluding some federal holidays)
MassHealth Call Center
800-841-2900 or (TTY: 800-497-4648)
Monday–Friday, 8:00 am – 5:00 pm
mass.gov/MassHealth
