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Health Service Board hears open‑enrollment outreach numbers as plans shift
Summary
Deputy COO Mitchell Griggs told the Health Service Board the office handled an unusually large open‑enrollment volume — roughly 10,500–10,600 paper applications and about 6,000 face‑to‑face contacts — and is nearing 90% processing while finishing targeted robo‑calls for members moving plans.
Deputy Chief Operating Officer Mitchell Griggs told the Health Service Board that this year’s open enrollment produced a markedly higher workload for staff.
“We received 10,500 [applications] and 10,600 pieces of paper,” Griggs said, adding that staff had processed about 90% of submissions and conducted roughly 6,000 face‑to‑face outreach encounters at retiree and community events.
Griggs described targeted outreach to members transferring from Blue Shield and the coordinated city plan into UnitedHealthcare, including a series of robo‑calls to inform people when to expect confirmation letters and new ID cards. “We do about 1,500 to 2,000 [robocalls] a day until we reach the full amount, which is approximately 9,000,” he said.
Board members praised staff for the outreach, noting a large retiree event with more than 500 attendees that included a flu clinic and plan representatives. President Scott and other commissioners said the outreach effort will be important as the board moves into the annual rate‑setting process, and asked that the full open‑enrollment report be presented at the December regular board meeting with more detailed metrics and plan‑level breakout.
No formal action was taken; the open‑enrollment figures were presented for the board’s information and will be incorporated into upcoming rate materials.
