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Vendors, carriers report operational issues: EBS payment mapping and complaints about repeated outreach calls
Summary
EBS told the board a recent staff reduction did not affect San Francisco services but noted ACH payment application issues affecting about 15 members; UnitedHealthcare acknowledged member complaints about multiple outreach calls regarding home visits and agreed to review call frequency and honor do-not-call requests.
Vendor and carrier representatives updated the board on operational issues affecting members.
Lisa Guerin of EBS, which provides online voluntary-enrollment and third-party administration services, said a recent organizational reduction in force did not involve the team that supports San Francisco clients and that EBS can continue services. She also reported a payments-application problem after EBS moved from paper checks to ACH; about 15 MEA members (out of ~200 in that group) experienced misapplied payments and EBS is working with those members and HSS staff to correct the records.
UnitedHealthcare’s Shannon Haas responded to complaints from commissioners and members that repeated outreach calls—particularly for the carrier’s home-visit and flu-shot outreach—felt like harassment. UnitedHealthcare said it has completed thousands of in-home calls this year and agreed to review outreach cadence and honor members’ do-not-call requests; the carrier offered to return for a detailed presentation on its home-visit program if the board desires.
Commissioners urged vendors and carriers to coordinate outreach messaging and to reduce redundant or confusing communications that have contributed to member confusion during TRIO implementation.
