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SFHSS reports high participation for new eBenefits and flags Trio HMO migration
Summary
The San Francisco Health Service System reported that its first eBenefits self‑service rollout met service goals, saw increased calls and in‑person help, and showed net disenrollments from the Trio HMO as members migrated to other plans.
Mitchell Griggs, Chief Operating Officer for the San Francisco Health Service System, told the board that the system’s first year of eBenefits — an online self‑service enrollment tool — met customer service targets and produced strong member engagement.
Griggs said the system answered calls within 28 seconds on average, handled about 12,000 inbound calls (a roughly 5 percent increase over the prior year) and saw a 22 percent rise in in‑person assistance, including off‑site events. "This is people being able to log in through a computer and…
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