Resources & FAQ

🌿 Sliding-scale fees based on income — No one turned away.

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Answers to the questions families ask most.

Plus resources and tools to help you navigate healthcare on your own — because we believe in equipping you, not just fixing things for you.

Frequently Asked Questions

What exactly does a health advocate do?

We act as your guide and representative in dealings with insurance companies, healthcare providers, and billing offices. We explain your coverage in plain language, review bills for errors, help you fight denials, find lower-cost medications, and generally handle the confusing and time-consuming parts of navigating healthcare — so you don’t have to do it alone.

How much does it cost to work with CHA?

Your first consultation is always free. After that, fees are based on a sliding scale tied to your household income and family size — ranging from $25/hour to $150/hour. No documentation is required. We trust your word. And if you genuinely cannot afford any fee, please tell us — no family is ever turned away. See our full fee schedule for details.

Do I have to be a certain income level to use your services?

No. CHA serves working families across all income levels. Our sliding scale means higher-income households pay closer to our base rate, which helps subsidize services for lower-income families. Everyone is welcome — that’s what “no one turned away” means.

What's the difference between CHA and a health insurance broker?

Brokers help you select and purchase insurance plans — and they’re typically paid commissions by the insurance company. CHA is a nonprofit advocacy organization: we help you understand, use, and fight for your coverage after you have it. Our loyalty is entirely to you, not to any insurance company. Our founder is also a licensed insurance adviser and can assist with plan selection, but that’s one piece of what we do.

Can you help with Medicare?

Yes — Medicare navigation is one of our core services. We assist with the plan selection (Original Medicare, Medicare Advantage, Part D), Medicare Savings Programs (QMB, SLMB, QI), Extra Help for prescriptions, and coordination for people who have both Medicare and Medicaid (dual eligibles).

What if my insurance denies a claim?

A denial is not final. Most insurance denials can be appealed, and a significant percentage of appeals are successful — especially when the right documentation is provided. We review denial letters, help build the appeal case with supporting clinical evidence, and guide you through every level of the process, including external review through the Massachusetts Office of Patient Protection.

Do you provide legal or medical advice?

No. CHA provides healthcare navigation and advocacy — not legal representation or clinical advice. We help you understand your options, organize your information, and communicate effectively with insurers and providers. For legal matters (such as malpractice), we’ll connect you with appropriate legal aid resources.

Is CHA only for Western Massachusetts residents?

Our primary focus is Hampden, Hampshire, and Franklin counties in Western Massachusetts. However, our educational resources and some services — particularly our online workshops — are available more broadly. Contact us if you’re outside our primary area and we’ll let you know how we can help.

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