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HCA reports smooth 2026 open enrollment; virtual benefits fairs saw nearly 39,000 PEBB visits
Summary
HCA staff told the PEBB that open enrollment (Oct. 27–Nov. 24) closed on schedule with no outages, higher digital uptake and reduced call volumes; the agency will follow up with detailed default and selection data.
HCA staff provided the board with a detailed open‑enrollment report showing generally improved operations and increased use of online tools.
Alissa Richards, Benefits Account Section Manager, said open enrollment ran Oct. 27 through Nov. 24 with no downtime and that paper forms were made available online. She reported 38,793 visits to the virtual benefits fair by PEBB members and said the outreach and training team fielded 1,444 HCA Support inquiries from benefit administrators. Stacy Grafteza, Customer Service Operations Manager, said the benefits 24/7 submission rate increased (37% of OE changes submitted online in 2025, up from 28% in 2024) and that average call wait time fell relative to 2024 (from 39.2 minutes to 22.7 minutes). "We were able to process OE changes and mail out the confirmation letters to members prior to the start of the plan year," she said.
Board members asked for clarifications on defaulting vs. active selections in plan switches; Alissa said she will provide follow‑up data on defaults and appeals. HCA staff and board members also highlighted a successful pilot co‑locating Department of Retirement Systems staff in the HCA lobby during enrollment peak dates as a positive member experience improvement.
