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SFHSS details Blue Shield transition plan and outreach as open enrollment nears
Summary
SFHSS staff and Blue Shield presented a detailed timeline for moving more than 14,500 members from UnitedHealthcare to Blue Shield effective Jan. 1, 2025; callers, town halls, a concierge call center and targeted mailings aim to reduce disruption while staff address limited data handover from UnitedHealthcare.
San Francisco Health Service System (SFHSS) leaders told the Health Service Board on Sept. 12 that the transition of the SFHSS Medicare Advantage prescription drug (MAPD) PPO administration from UnitedHealthcare to Blue Shield of California is on track but requires extra outreach and manual work to protect members. Ray Guillen, SFHSS chief operating officer, said the change affects roughly 14,500 members and 4,700 dependents and that staff have prioritized member communications and support to limit confusion during the move.
"This transition will be no small feat," Guillen said, summarizing the program’s 30‑day rollout activities and the shared implementation dashboard used by HSS, Blue Shield and Aon. He said the teams have stood up call centers, updated a Blue Shield microsite, held a town hall and sent multiple emails and postcards to members to explain the…
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