Benefits 24/7 stabilization update - week of April 14-18

Washington State Health Care Authority sent this bulletin at 04/18/2025 03:00 PM PDT

4.18.2025

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

We have identified an error in Benefits 24/7 which incorrectly terminated enrollments of 18 PEBB employee subscribers. Enrollments for subscribers with eligibility dates that overlapped with their previous PEBB employers were incorrectly terminated in Benefits 24/7. HCA is working to fix this issue and address the affected accounts.

HCA became aware of an error in a report generated from Pay1 for agencies that use the HRMS payroll system that was missing employee names. The error has been identified and HCA is actively working to resolve.

Updates on previously reported priorities

Long-term fix for missing premium pension deductions on PEBB retiree accounts. In January, HCA implemented a short-term fix for Department of Retirement Systems (DRS)-identified accounts in which the pension deduction for UMP premiums was removed. HCA has been working on a long-term fix and is currently testing this solution with DRS. This week, HCA sent letters to 956 retiree subscribers explaining the impacts to their account.

Issues that have been addressed

When PEBB or SEBB dependents become a subscriber and elect medical, Benefits 24/7 would sometimes send incorrect medical coverage enrollment dates. HCA corrected the logic for this issue in Benefits 24/7.

Some dependents of employees enrolled in Medicare were not able to enroll in PEBB vision coverage. HCA applied a programming fix to Pay1 to correct the error.

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.