Benefits 24/7 stabilization update - week of April 7-11

Washington State Health Care Authority sent this bulletin at 04/11/2025 01:30 PM PDT

4.11.2025

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

Some dependents of Medicare enrollees have not been allowed to enroll in PEBB vision coverage. HCA identified a few employees enrolled in Medicare and their dependents who may have been unable to enroll in PEBB vision coverage. HCA is applying a programming fix to Pay1 to fix the error. No further action is required at this time.

Updates on previously reported priorities

Coverage retroactively terminated for dependents with disabilities. HCA is working to reinstate SEBB coverage for 24 dependents with disabilities whose coverage was mistakenly terminated retroactively due to data cleanup efforts. This is required to be completed over 3 to 6 days for each account due to the enrollment changes and how Pay1 delivers the data to the carriers.

Issues that have been addressed

History screens do not indicate who made a change in the "Created/Modified by" field. The "Created/Modified by" field in the history screens was blank and did not show who made changes. This was updated to show the first and last name of the user making the change.

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.