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We appreciate your dedication and cooperation as we implement the new Benefits 24/7 system. To ensure we address the questions and concerns of BAs and their employees efficiently, we'd like to remind you of some important guidelines:
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Proper Use of the Benefits 24/7 Support Line: The Benefits 24/7 login assistance phone line (1-866-335-0043) is designated solely for employee login issues. Please advise employees to contact you directly for any non-login related account issues. If you're unable to resolve their concerns, please escalate the matter by submitting a ticket through HCA Support. Our Outreach & Training (O&T) team is here to assist you with these escalated issues.
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Handling of Tickets: We're currently experiencing a high volume of inquiries, leading to longer response times. If you have an open ticket, we ask for your patience. Please refrain from submitting follow-up tickets about the same issue, as this increases the backlog and delays response times for everyone.
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Emergency Situations: For urgent issues, BAs are advised to submit a ticket and then call the O&T phone line (1-800-700-1555) to ensure the matter is prioritized appropriately. Please use discretion to determine true emergencies, helping us maintain focus on the most critical issues first. Note: The O&T phone line is for BA assistance only. Please do not give this number to employees.
Your Role is Crucial
As BAs, you play a critical role in the smooth operation and support of our systems. Proper channeling of inquiries not only helps streamline our internal processes but also ensures that your employees receive timely and accurate assistance.
Thank you for your ongoing commitment to efficient and effective service delivery.
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