MEMBER INFO
 

C3 Eligibility

You are eligible for C3 enrollment if you:
  -  Remain eligible for the MassHealth managed care program
  -  Have a primary care provider (PCP) at a participating C3 health center

To be eligible for MassHealth managed care, you must have MassHealth Standard, CarePlus, CommonHealth, or Family Assistance plan types; be younger than 65 with no other health insurance; and live in the community.

For details on MassHealth managed care eligibility, please visit mass.gov

Getting 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 member. We hope this content is useful. If you have questions, we are here to help!

C3's Information Line

• 866-676-9226 (TTY: 711)
  Monday-Friday 8:00 a.m. – 5:00 p.m.

MassHealth Call Center

• 800-841-2900 or (TTY: 800-497-4648)
  Monday-Friday 8:00 a.m. – 5:00 p.m.
  mass.gov/MassHealth

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 

• you need advice about your health or wellness, including answers to specific health questions or medical concerns 

• you need help with your urgent or elective care 

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

Member Handbook

Please use your Member Handbook to learn more about what it means to be a C3 member, your medical, behavioral health and pharmacy benefits, and how to use them. You will also find enclosed your Rights and Responsibilities as a member of C3.

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 click on the link below to go directly to 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 List of Covered Drugs.

Getting member materials in other languages or 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).

What can I do if I am unhappy with my care?

C3 expects that you will receive good care and be treated well when you seek services. However, there may be times when you are not happy with the care and services provided. 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:    

Ombudsman Program

MassHealth provides an independent resource called the 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. You can contact the Ombudsman the following ways:

PHONE: 1-855-781-9898 (Toll Free) or TTY: 711
EMAIL: info@myombudsman.org
OFFICE: 11 Dartmouth Street, Suite 301 Malden, MA 02148
Office is wheelchair accessible
WALK-IN HOURS: Mondays 1 p.m. – 4 p.m. and Thursdays 9 a.m. – 12 p.m. and by appointment.