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Please do not forward this message to your employees.
A message from Dave Iseminger, Director of HCA’s Employees and Retirees Benefits (ERB) Division:
I want to provide an update on the Benefits 24/7 launch and share some of the successes and challenges we have encountered since launching earlier this year. As an organization committed to open communication, we want to keep you informed about our progress and the steps we are taking to ensure the project's ongoing and future success.
The launch of any large IT system is expected to have a period of stabilization, and the launch of Benefits 24/7 is no different. We chose to launch in January to provide as much time as possible to stabilize before open enrollment. As we continue to work through stabilization, we remain determined to deliver a high-quality solution that meets the needs of our members and partners and the expectations of our stakeholders.
The new functionality that Benefits 24/7 brings includes:
- The ability for members to enroll in or defer retiree coverage online
- Enhanced data security
- The ability to upload documents
- The ability to submit a special open enrollment online
Some of this functionality existed in the SEBB system, but it is all new for PEBB system users. Along with these advancements, we acknowledge the impact of the issues reported since late January, including system bugs, data inconsistencies between front- and back-end systems (HCA still heavily relies on Pay1 for core system functions via data exchanges with Benefits 24/7), and other concerns raised by our partners.
Here are a few examples of issues we have resolved since launch:
- Corrected benefit administrator ability to terminate employee benefits prospectively
- Updated MetLife eligibility file to use accurate termination reasons
- Fixed enrollment date for many newborns added as dependents
- Addressed several issues involving migrated dependent data
Please know that addressing these challenges is our top priority, and we are working tirelessly to resolve them.
Next steps
- We have implemented a comprehensive plan to ensure the system stabilizes and is able to meet the demands of the next annual open enrollment. Our teams are actively engaged in prioritizing and addressing the reported issues, and we have already resolved numerous system items.
- As we move toward open enrollment this fall, our focus will remain on stabilizing the system and addressing key functional areas to ensure a smooth and seamless experience for all users.
- We will continue to remind subscribers of the importance of registering in Benefits 24/7 before open enrollment, to ensure they can successfully log in and navigate the system.
We understand the importance of reliable service and are committed to improving the Benefits 24/7 experience for subscribers and benefits administrators alike.
If you have urgent issues to report, please continue reaching out through HCA Support.
We value our partnership with you and appreciate your patience and understanding during this transition.
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