Benefits 24/7 stabilization update - week of February 24-28

Washington State Health Care Authority sent this bulletin at 02/28/2025 03:20 PM PST

2.28.2025

Dear Benefits Administrators,

Here are updates on HCA’s priorities and progress to stabilize the Benefits 24/7 platform for PEBB and SEBB employees. Our intention is to keep you informed on identified issues, how we’re prioritizing them, and when they’re addressed.

This list does not include all the identified issues, but several that we are prioritizing based on their impact on members’ enrollment. Keep in mind that we’re balancing the work on these issues with additional system issues affecting other PEBB and SEBB members, including retirees.

New priorities

Benefits Elections Status Report: HCA collected and is reviewing requirements for the Benefits Election Status Report.

Updates on previously reported priorities

Premium discrepancies: HCA identified a fourth scenario affecting some PEBB retiree accounts in which the wrong premiums are being charged. HCA resolved the accounts under three of the four scenarios.

Issues that have been addressed

Incorrect signature dates sent to carriers prevented enrollment: HCA has addressed all early retiree post-open enrollment accounts sent to UnitedHealthcare and Kaiser Permanente WA and NW with incorrect signature dates that prevented their enrollment.

Outreach and Training staff have continued to resolve discrepancies reported by benefit administrators via HCA Support tickets.

A discrepancy report has been developed to identify account discrepancies daily. Testing of the report has been completed and Outreach and Training will begin working it next week.

If you continue to have challenges on an issue that has been addressed, please submit a new ticket to HCA’s Outreach & Training team.

You can access weekly updates on the Benefits Administrator website via the pink alert box and under Notices and updates.

We appreciate your patience and understanding as we diligently work on resolving these and other issues.

About the Health Care Authority (HCA)

Functioning as both the state's largest health care purchaser and its behavioral health authority, the Washington State Health Care Authority (HCA) is a leader in ensuring Washington residents have the opportunity to be as healthy as possible.

There are three pillars of our work: Apple Health (Medicaid); the Public Employees Benefits Board (PEBB) and School Employees Benefits Board (SEBB) programs; and behavioral health and recovery. Under these pillars, HCA purchases health care, including behavioral health treatment for more than 2.7 million Washington residents and provides behavioral health prevention, crisis, and recovery supports to all Washington residents.

Please do not reply directly to this message. For more information, visit the HCA website, where you'll also find contact information.

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The Washington State Health Care Authority (HCA) complies with all applicable federal and Washington state civil rights laws and is committed to providing equal access to our services. Visit HCA’s website to view complete nondiscrimination statements.