Frequently Asked Questions

MassHealth members who choose an accountable care partnership plan have two insurance cards. One is your MassHealth card and the other is from the BeHealthy Partnership plan. There are some services that are covered by the BeHealthy Partnership plan and others that are covered by MassHealth.

We have compiled a list of members’ frequently asked questions and answers below that may help you with some of your own questions.

If you still have questions, feel free to call:

Member Services: (413) 788-0123
Toll-free: (800) 786-9999
TTY/TDD: 711

Get answers to the most common questions…


When you see a provider, you should show both cards. As part of the BeHealthy Partnership, your care will be coordinated by your primary care provider (PCP) at your community health center. In the BeHealthy Partnership, your PCP and their team is responsible for working with you and your plan’s network of providers to help coordinate your care and connect you with available services and supports. This coordination can help you get the right care at the right time.

Refer to BeHealthy Partnership’s Member Handbook for information on how to use an out of network provider if necessary.


What is an Eligibility Review Form?


Once a year, MassHealth is required by the federal government to make sure that everyone who is currently getting MassHealth benefits still qualifies for MassHealth. MassHealth has a new electronic information system that will attempt to automatically renew as many people as possible – without you having to do anything.

However, if for some reason, there is a piece of information that they can’t find or something seems to have changed, MassHealth will be sending you an Eligibility Review Form that will be filled out with as much information as they have available. If you receive one of these, you have 45 days to return it with the all the blanks filled in. This is how they will be able to tell that you still qualify for MassHealth and makes sure you can continue to receive your benefits.  Make sure to complete the form. Send it back to MassHealth right away. Not all reviews are annual. Reviews can take place every 6, 12 or 18 months where you can get help filling out the form.

It is VERY important that you fill out and return these forms if you get one, so if you have questions, call our Member Services Department at (413) 788-0123 to find out where you can get help filling out the form.

What changes do I have to report?


You must report any changes that might affect your eligibility for MassHealth as soon as possible.

Examples of the types of changes you must report are:

  • A change of income
  • Immigration status
  • Disability status
  • Health insurance
  • Address
  • Other

You may lose your benefits if you do not tell MassHealth about your changes.

What services require prior approval?

Click here to find medical policies for services that require Prior Authorization, including:

  • Health New England medical policies
  • MRI/CT and PET Imaging and Genetic Testing
  • Durable Medical Equipment
  • InterQual Criteria

Who do I call if I want to know more about MassHealth and/or Be Healthy Partnership?


For questions regarding MassHealth and/or to learn about all of your health plan options you can call or visit the MassHealth website.