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Community Care Cooperative (C3) is an Accountable Care Organization (ACO) created by Federally QualiﬁedHealth Centers (FQHCs) to better serve their communities. Our health centers are committed to providingmore opportunities for individuals to receive coordinated, holistic, and culturally appropriate care in thecommunities where they live and work.

So what does this mean for members?

With C3, your MassHealth beneﬁts remain the same and you may see any specialist or hospital that accepts MassHealth or Massachusetts Behavioral Health Partnership (MBHP) without any new paperwork or rules. Ifyou already receive care at one of C3’s participating health centers, you keep your health center PCP.C3’s health centers serve over 155,000 MassHealth members from across the state at 18 conveniently located health centers. Find a location that works for you!

Quick Links

Welcome Packet

This packet includes a C3 Member Handbook with more information about your beneﬁts and services. Use it to learn how to get the most out of your C3 membership. This Handbook also lists your rights and responsibilities as a member.

Along with this Handbook, the packet will include a Covered Services List. If you have questions about it or need help translating it into your language, please call us at 866-676-9226 (TTY: 711). And, if you need this book in alternate formats, including large print, we can help.

If you did not get a Welcome Packet and/or if you misplace these materials they can always be found on the Member Info page.

English

Spanish

ID Cards

As a C3 member, you will have both a C3 Member ID card and a MassHealth Member ID card. C3 members should
expect to receive their Member ID card within 15 business days of enrollment.

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.

Appendices

English

Apéndices

Spanish

We Want To Get To Know You

We encourage you to complete our care needs survey so that we can work with your 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. C3 members may access the survey here, over the phone or to request a paper copy by calling 866-676-9226 (TTY: 711).

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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 Primary Care Provider (PCP).

Take the Survey (unlinked)

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.

Covered Services

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.

Covered Drugs

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.

Languages

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).

Find a Provider

Grievances

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:

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 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.

Phone: 1-855-781-9898 (Toll Free) or TTY: 711
Email: info@myombudsman.org
Walk-in Hours: Mon 1–4 pm & Thur 9am–12 pm and
by appointment

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

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