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SFHSS reports successful virtual open enrollment; self-service uptake increased
Summary
SFHSS staff reported a largely successful virtual open enrollment season: 77,000 packets mailed, 1,600 webinar attendees, roughly 9,500 calls (12% fewer than 2019), 2,000 paper forms (62% reduction) and ~8,400 eBenefits submissions; early plan migration shows Blue Shield gains.
The San Francisco Health Service System summarized its virtual open enrollment operations and preliminary outcomes, saying staff adapted member services and communications to a remote environment and that self-service use rose.
Presenter Mitchell Griggs said roughly 77,000 enrollment packets were mailed (about 900 more than the prior year) and staff ran six webinar presentations that attracted about 1,600 attendees. The system recorded about 9,500 member calls, 12% fewer than 2019, and about 2,000 returned paper forms — a 62% decline from last year — while eBenefits self-service submissions reached about 8,400 unique members. Griggs said improved communications, early mailings and webinar content helped encourage earlier uptake and reduced late spikes in activity.
Early migration figures show net enrollment gains for several carriers, with Blue Shield (Access) experiencing the largest absolute gains and Delta Dental showing growth in some dental options. Griggs said full demographic and migration analysis will be provided in the February report and staff will continue to monitor member questions and system metrics.
Commissioners thanked staff for executing what several described as a challenging virtual transition during a pandemic. Members were reminded that additional support remains available for retirees and members who need assistance with online tools.
