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

Washington State Health Care Authority sent this bulletin at 03/28/2025 12:35 PM PDT

3.28.2025

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

Historical dependent verification requests are showing up in Benefits 24/7 for school districts. HCA has heard from several SEBB organizations in the last week that old dependent verifications have shown up in Benefits 24/7. This issue may be linked to the solution rolled out on March 20 for dependents with end dates but also active enrollments. HCA is working quickly to resolve. Benefits administrators should not take any action on these erroneous pending dependent verification requests at this time.

Updates on previously reported priorities

Members inadvertently terminated from EyeMed Vision coverage. EyeMed discovered some PEBB members were left off a monthly file from HCA, which could have resulted in their coverage being erroneously terminated. HCA reviewed the issue and has requested EyeMed to provide additional information.

Issues that have been addressed

Ensuring member IDs are assigned accurately. There were several hundred cases in our database where a member had either been assigned multiple IDs within a single program or where the member needed a second ID assigned when moving to another program. Ensuring the same member ID is not used for multiple programs, and there is only one subscriber member ID per program, helps prevent these members from experiencing other ID-related issues.

Some SEBB subscribers were unable to be claimed by benefits administrators as being newly eligible. 53 SEBB subscribers were brought into Benefits 24/7 from SEBB My Account with no reason for the loss of eligibility, which prevented new subscriber claims. HCA entered the appropriate eligibility end date to address this issue.

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.