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SFHSS reports large shift to eBenefits and new plan onboarding challenges
Summary
SFHSS staff reported a successful virtual open enrollment: eBenefits submissions rose to nearly 92% adoption, paper applications dropped 34%, and communications and webinars aided uptake. Staff and board discussed member concerns about PPO-to-Blue Shield network changes and behavioral-health access.
SFHSS staff told the board on Dec. 9 that the 2021 open enrollment was largely successful, with a marked shift to electronic self-service and targeted communications to ease onboarding to new plans.
Operations Manager Olga Stavinska Velasquez said the virtual open enrollment (Oct. 1–29) relied on phone and Microsoft Teams consultations instead of face-to-face counseling. Member services maintained office presence three days per week during the campaign and provided walk-through support for eBenefits users.
Ryn Coleridge, enterprise systems and analytics director, reported 10,539…
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