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HCA reports smooth Benefits 24/7 launch for open enrollment but flags sync and call-center problems
Summary
HCA reported successful open enrollment using its new Benefits 24/7 portal—62,000 PEB subscribers logged in and PEB completion rate was 96.5%—but staff also described data-sync errors with PayOne, SAW login problems and high call-center wait times that will be addressed via stabilization and staffing requests.
HCA staff told the Public Employees Benefits Board that 2025 open enrollment closed on schedule using the new Benefits 24/7 portal but that the rollout exposed operational gaps that the agency will prioritize to stabilize the system.
Alyssa Richards, benefits account section manager, said 62,000 PEB subscribers logged into benefits 24/7 during the enrollment window and the PEB open-enrollment "wizard" had a 96.5% completion rate for subscribers who started the process. Virtual benefits fairs drew 93,675 visits, the presentation said, and HCA expanded in-person fairs to 15 locations.
Clinton Brooks, the solution architect who led the benefits 24/7 launch, said the system experienced data‑migration and sync issues with the legacy PayOne platform that resulted in some incorrect data being transmitted and extra staff time to clean up accounts. He described hotfixes deployed during OE and said the team reduced a high failure rate for BA-facing functionality to near zero before OE.
Stacy Proctiza, customer service operations manager, acknowledged the member‑service challenges: average wait times rose during the peak, with some periods at or above 40 minutes. "We don't think 40–41 minutes as an average is acceptable," she said, and HCA is pursuing self‑service options, IVR improvements and seasonal staffing strategies.
HCA plans a 2025 roadmap to complete stabilization, increase automation to reduce manual fixes, convene BA and member focus groups for usability testing, and seek legislative funding for additional FTEs to support maintenance and operations. The agency also reported that storm-related statewide outages prompted a paper-form extension for some vendors and explained a permanent shift of open-enrollment dates to the last Monday of October through the Thursday before Thanksgiving going forward.
