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HSS credits staff as record open enrollment strains phones and systems
Summary
Health Service System leaders told the board Dec. 8 that 2016 produced the busiest open enrollment in a decade: call volume and in‑person visits rose sharply, volunteers and temporary staff helped process roughly 10,700 paper applications, and staff added system codes and vendor interfaces to manage a new split‑family enrollment structure.
Director Catherine Dodd told the Health Service Board that the system handled its busiest open enrollment in at least 10 years, citing major outreach and operational work across communications, analytics and benefits administration.
"We sent out over 73,000 open enrollment letters and 73, almost 75,000 confirmation letters," Dodd said, and thanked staff and temporary workers who supported an intense public‑facing period. Dodd highlighted coordinated events that combined flu clinics with enrollment assistance and noted more than 4,100 flu shots were given during the season.
Chief Operating Officer Mitchell…
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