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Open enrollment: HSS reports strong digital uptake but pauses off-site call vendor after integration problems
Summary
SFHSS reported 88% of open-enrollment transactions were electronic and reopened in-person services, but technical integration problems with off-site contractor VSA left some callers disconnected; staff say VSA callbacks, reserved queues and a shared-platform solution are mitigation steps and the VSA contract will be paused Jan. 1.
San Francisco's Health Service System reported an overall successful open-enrollment period while flagging problems with an off-site call-center vendor that led staff to pause the vendor contract at the start of the year.
Chief Operating Officer Ray Guillen told the Health Service Board that 88% of open-enrollment applications were submitted electronically and that the system served more than 79,000 subscribers this year. Staff reopened in-person support, ran 10 health fairs and 24 flu clinics, and handled about 6,571 member calls during the period.
Olga Velasquez, operations manager, described a recurring…
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