05. How do you obtain information about a client's ConnectorCare eligibility or enrollment?

The client is the initial source of information and may have copies of notices from MassHealth and the Health Connector or may be able to obtain additional information by checking his or her online account described below. However, usually additional information will be needed from Health Connector staff to fully understand the situation.

Health Connector Customer Service & Walk-In Centers. An individual’s application and enrollment information is confidential. To obtain information about a client from the Health Connector’s Customer Service Center over the telephone or at one of its five walk-in Centers (listed in the Resource section), your client must authorize the Health Connector to release information to you. A client can do this if he or she is with you in person or is on the telephone. Otherwise, the Health Connector must have a copy of your client’s signed Permission To Share Information (PSI) Form or Authorized Representative Form. These are the same forms used by MassHealth and once submitted to MassHealth or the Health Connector will be accessible to staff at both agencies. These forms are available online in the MassHealth Member Forms section of its website: https://www.mass.gov/service-details/masshealth-member-forms

Online accounts. An individual may also be able to supply more information from his or her online account. Someone who initially applied online will have created an online account and should have a username and password to access the account. An account is created for all applications including those filed on paper or by telephone. Individuals who don’t yet have online access to their account may obtain it by first calling Health Connector Customer Service. Customer service will send out an invitation via email, and the individual will need to follow the instructions which include answering questions to verify identity. With access to his or her online account, an individual can complete or update his or her application, select a health plan, check on the status of the application and the status of verification requested or submitted, see the eligibility results and appeal. Navigators and certified application assisters, with the individual’s written consent, can also access his or her account using the assister portal.