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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.
We will continue to work on system updates as we transition to open enrollment preparation. We will send stabilization updates no less than monthly and as needed when an important system issue is identified or resolved.
The list below does not include all identified issues, but several that we are prioritizing based on their impact on members’ enrollment.
New priority
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The PEBB and SEBB Continuation Coverage (Unpaid Leave) Election/Change PDF forms have page breaks that cut off surrounding text.
Updates on previously reported priorities
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Benefits 24/7 focus groups’ reviews completed. HCA concluded its four focus group sessions with benefits administrators during the past two weeks. These focus groups looked at the Open Enrollment dependent and spousal attestation screens. We are currently compiling and reviewing feedback to identify necessary changes for this year’s open enrollment.
Issues that have been addressed
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Tobacco use attestation for dependents turning age 13. Benefits 24/7 was updated to no longer automatically charge the tobacco use surcharge to accounts when an enrolled dependent turned age 13. This affected 15,814 PEBB and SEBB dependents. However, a small number of accounts were incorrectly charged and have been refunded. Information on these accounts was sent to benefits administrators at the end of June.
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Divorce and death events resulting in different coverage ending dates. The divorce and death events in Benefits 24/7 were ending coverage for spouses and stepchildren with different ending dates. Benefits 24/7 also ended coverage on a different date based on whether the divorce or death event was selected. The system was corrected so that spouses and stepchildren will have coverage end on the same day, and coverage ending dates are applied the same for both events.
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COBRA forms missing portions of text. The PEBB and SEBB Continuation Coverage (COBRA) Election/Change PDF forms had page breaks that cut off surrounding text due to the length of the request. This did not affect subscribers’ ability to see the text. HCA fixed these forms so they didn’t hide the text around it.
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Spouse or state-registered domestic partner (SRDP) attestation process was not requiring a valid response. When a PEBB or SEBB subscriber enrolled a spouse/SRDP in medical coverage, the spouse/SRDP attestation in Benefits 24/7 did not require a valid response when no attestation existed in the system. This allowed the subscriber to enroll the spouse/SRDP. This was fixed so that when a spouse/SRDP attestation existed in the system, the subscriber is required to answer the remaining attestation questions.
If you continue to have challenges on an issue that has been addressed, please submit a new ticket to HCA’s Outreach and Training team through HCA Support.
You can access previous 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.
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