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MassHealth News - Changes to Non-Emergency Transportation & Customer Web Portal (CWP)

Saturday, February 2, 2019  
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The following policies related to authorizing and scheduling brokered nonemergency medical transportation will take effect on February 1, 2019. MassHealth members will need to contact their RTAs to schedule transportation at least three business days in advance of the day on which the transportation will occur. When a MassHealth member reports a new residential address, PT-1 forms authorizing transportation for the member to and from his or her residential address will remain valid until the sooner of the PT-1 form’s end date and 30 days after the date of the address change. Providers will need to submit new PT-1 forms to authorize future transportation.


The CWP changes to the Customer Web Portal (CWP) user interface scheduled to take effect on February 1, 2019 and outlined in All Provider Bulletin 280 are delayed. These changes will take effect in March 2019.


CWP webinar training sessions will be available to review these enhancements. To enroll in a CWP webinar training session, please register at the MassHealth Learning Management System (LMS) via and create your profile. Once you are registered, select the preferred course date and time available.


For additional details, please refer to All Provider Bulletin 280 released in January 2019 available at


If you have any questions, please contact the MassHealth Customer Service Center at 1-800-841-2900 or e-mail


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