Retiree experience with OneExchange is greatly improved

Thank you for your feedback. OPERS and OneExchange have been listening, making changes and working hard to better your experience using the OPERS Medicare Connector and Health Reimbursement Arrangement (HRA) allowance. That work has paid off.

However, much of the credit for these improvements goes to you. OPERS’ retirees have fully embraced this new concept and have used the tools provided to learn how to successfully navigate the HRA reimbursement system.

The transition to using an HRA to receive reimbursements wasn’t always easy and you let us know that. The good news is we heard your concerns and acted on them.

As a result, the level of use has dramatically increased and the number of user concerns has decreased.

What has changed?

In response to retiree feedback, OneExchange has taken a number of steps to improve customer service, including:

• Creating a dedicated call center team trained on OPERS-specific procedures and expectations; this team is made up of experienced call center personnel and is ready to answer your HRA questions.
• Improving processes for dealing with complex issues.
• Updating HRA denial codes. If you receive notification that your HRA claim has been denied, a clearer explanation with steps for resubmission is now provided.
• OPERS and OneExchange have also teamed up to produce seminars, videos and guides that explain how to use and get the most out of your HRA.

And we’re not finished yet. We continue to work closely with OneExchange designing processes, communications and tools to further improve and simplify the way OPERS retirees interact with OneExchange and receive reimbursements. Please continue to let us know if you have a concern or encounter a problem. Thank you for your patience and your commitment to getting the most out of your HRA.

How are we doing?

The number of calls made to OneExchange are down 77 percent since the first quarter of 2016, and calls are being answered in a fraction of the time it used to take.

Participants are submitting and being reimbursed for their health care expenses – more than 1 million claims were paid during the first three months of 2017, which is double from the same time period in 2016.

More than 120,000 OPERS retirees now have an HRA with OneExchange. This is a 10 percent increase from when the program started in January 2016.