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Plan representatives report enrollment and communications issues; board urges pre-notice of member mailings
Summary
Delta Dental, Blue Shield, UnitedHealthcare and others reported a range of updates—SmileWay enrollment fixes, a new CPMC contract for certain Blue Shield members, LifeSpring meal delivery pilot for Trio members, and CMS-required mailings that confused members. Public commenters and board members urged that SFHSS see planned plan mailings before distribution to avoid member confusion.
Representatives from contracted plans updated the board on recent service and enrollment matters. Delta Dental told the board it corrected a contact-center scripting error that had misdirected spouses attempting to enroll in the SmileWay program and reported strong January enrollments for retirees. Blue Shield announced a new contract giving certain SFHSS members access to CPMC clinicians and rolled out LifeSpring meal-delivery support for higher-need Trio members being discharged from hospital.
UnitedHealthcare confirmed a CMS-required mailing to Medicare members caused confusion and said a clarifying second mailing was sent on Jan. 28; representatives agreed to improve pre-notification to SFHSS staff to reduce member confusion. Public commenters and union representatives urged the board to require health-plan communications to be reviewed by SFHSS prior to distribution to members.
Outcome: Plan representatives acknowledged operational issues, agreed to update communications, and SFHSS staff will work with carriers to get advance copies of major communications to members.
