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. During this period, the team also worked on smaller, clean-up issues that we are not providing detail on this week. Keep in mind that we’re balancing the work on these issues with additional system issues affecting other PEBB and SEBB members, including retirees. 

Below are the larger issues that have been identified or resolved.   

• Updates to reports – HCA will make some changes to the three reports deployed last week that should increase their usability. These changes will be made in the next few weeks. 

• Dependents with relationship end dates incorrectly deactivated – HCA is working to reactivate the records of 28 PEBB and SEBB employee subscribers’ dependents whose relationships were incorrectly noted as ending in an earlier fix to this issue.  

• Updated spousal attestation language – HCA is updating language for the spousal coverage surcharge attestation questions based on a recent policy change. The surcharge will no longer apply to PEBB and SEBB employee subscribers if their covered spouse or state-registered domestic partner is also eligible for the other program. The language update applies to PEBB and SEBB employee subscribers only. 

• Terminating coverage for dependents with expired certifications – HCA identified that for the past five months, it had not terminated coverage for dependents with disabilities whose certifications had expired. HCA fixed the programming and ended coverage for about 30 dependents between the PEBB and SEBB Programs, all of whom have been notified.  

• Subscribers with multiple records in the same program – HCA identified that due to earlier resolved issues, approximately 584 higher-education and self-pay subscribers had multiple records in the same program. HCA combined duplicate records into a single record.  

• Verification documents mislabeled in Benefits 24/7 – Specific types of verification documents were uploaded into Benefits 24/7 when the system started but were mislabeled. This subsequently stopped 284 PEBB and SEBB members’ enrollment changes from flowing through the system to the carriers and taking effect. HCA fixed the underlying issue and ensured the affected accounts’ enrollment changes flowed correctly through the system and on to the carriers.