Benefits 24/7 stabilization update - week of March 31- April 4

Washington State Health Care Authority sent this bulletin at 04/04/2025 04:00 PM PDT

4.4.2025

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

Disabled dependents’ coverage retroactively terminated. HCA became aware last week that SEBB coverage for 24 disabled dependents was mistakenly terminated retroactively and could not be added back in Benefits 24/7. HCA sent lists of these dependents’ names to the carriers to add them back to their coverage. HCA is analyzing the underlying issue.

Updates on previously reported priorities

Historical dependent verification requests were showing up in Benefits 24/7 for school districts. Last week, several hundred historic dependent verification requests populated Benefits 24/7 for benefit administrators. HCA removed those historic requests and returned 1,997 dependents to their original status. HCA will further investigate these accounts to ensure they accurately display dependents who are enrolled in Benefits 24/7 and not those who are not enrolled.

Issues that have been addressed

Changes to tobacco attestation generating two sync transactions for PEBB and SEBB self-pay subscribers and dependents. When an attestation record ended due to a member’s enrollment or eligibility ending, the sync process was incorrectly attempting to send the ending attestation information to Pay1, as well as incorrect responses in some cases. The system solution ensured only the most recent attestation value was sent to Pay1.

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.