One Care Resources

Last month I provided information about the Appeals process. This month, I’m giving you a number of programs and their contact information if you want to learn more about One Care or need to call someone if you are having problems with One Care services or benefits.     -  Burt


One Care: Help and Information


  • Learn more about One Care services and benefits


  • Get answers to your questions


  • Learn how to enroll and dis-enroll


  • Get help to solve problems


    You have several options to learn about One Care and get the help you need.


    One Care Ombudsman


    The One Care Ombudsman (OCO) office is an independent program. The OCO will answer your questions. Investigate and help you resolve problems. Support you through an Appeals process.      OCO services are free.


    • Call 1-855-781-9898     |    Monday – Friday     |    9:00 a.m. –  4:00 p.m.

      Call  MassRelay 711 (for people who are deaf, hard of hearing, or speech disabled)


    • Email:     |    Visit the One Care Ombudsman website


One Care plans


If you need any help or information, please call the One Care plans’ Member Services phone number:


1-866-610-2273   |   TTY: call MassRelay at 711    |    8 a.m. – 8 p.m.    |    7 days a week.


  • Tufts Health Plan

    1-855-393-3154 |   TTY: 1-888-391-5535    |     8 a.m. – 8 p.m.    |    7 days a week      








OCO Promotional Poster - Updated April 2016

OCO Promotional Poster Has Been Updated

OCO Promotional Poster

Having a problem with One Care?

The One Care Ombudsman Office will:

  • Work to resolve your concerns

  • Work with you and your plan

  • Identify your options

  • Provide information and resources


Contact the One Care Ombudsman for free, confidential help.

Open: Monday to Friday, 9:00 – 4:00 pm

Drop-in Hours: Monday: 1-4 pm and Thursday: 9am-12pm

Toll Free: 1.855.781.9898 (MassRelay – dial 711)



Office:  11 Dartmouth Street, Suite 301, Malden, MA 02148

Phone:  617.307.7775

The OCO office is wheelchair accessible.

Call:  1.855.781.9898 (MassRelay – dial 711) to:

  • Request OCO informational materials in Spanish (or your preferred language) Braille, large print or electronically (PDF or Word document)

  • Arrange interpreters in your preferred language and for the Deaf


The One Care Ombudsman Office: Ensuring One Care Works for You!

The One Care Ombudsman Office is not connected with any health insurance company or plan.



Four separate Enrollees contacted the OCO who were experiencing the same issue; the inability to fill medications at their pharmacy (the pharmacies were not the same franchises). The OCO worked with each pharmacy and the plan’s Member Services Manager to quickly resolve the issue, discovering a change in the plan’s pharmacy vendor practice invalidated the member cards that the Enrollees were using to fill their medication needs. The OCO worked with each of the four Enrollees to quickly relay the information to the pharmacies. The Enrollees were able to receive their medications without missing any necessary doses.



       One Care Plans

       Additional Resources