Jan 11, 2024
CareFirst understands that recent technical issues within their broker and employer portals have caused disruption to normal enrollment processes, and they sincerely apologize for that disruption.
They are working to address these issues as quickly as possible to restore capabilities and allow everyone effected to resume normal business functions.
Note: Members in a small subset of groups were unable to access prescription drug benefits beginning January 1, 2024; however, this issue was resolved on January 6th, 2024, and access to these benefits has been restored.
As a follow up on the December 28, 2023, Broker news, CareFirst wants to provide updates on portal functionality. Please read below for an update on the current portal status for groups with January 2024 effective dates and for groups with February 2024 effective dates.
For January effective groups:
On January 2, 2024, CareFirst restored full functionality of Broker Express, the HUB, and the employer portal. Brokers and employers can review 2024 benefit information and make product, benefit, and life event changes as usual.
CareFirst is aware of intermittent connectivity issues for groups and brokers while working within these portals and regret any inconvenience this may be causing. If you need technical support or assistance with access, please contact CareFirst through the SBUPortalSupport@carefirst.com mailbox.
For any other questions or issues, please contact your Broker Service Representative or the Broker Services team at BrokerServicesTeam@carefirst.com.
For February effective groups:
As noted in the most recent Broker News, benefit changes and other business functions (such as viewing 2024 benefits information, enrollment file uploads and life event changes) for these groups cannot be completed at this time. CareFirst has identified a systemic barrier that has delayed the release of this functionality for February groups.
CareFirst is targeting Tuesday, January 16, 2024, as the date of full restoration of the above functionality as applicable for Broker Express, the HUB, and the employer portal for February effective groups and will provide updates as necessary if that target date is adjusted.
CareFirst has already upgraded nearly 300,000 members across 8,375 groups as part of their Facets platform transition, the overwhelming majority with full functionality. Certain account scenarios, particularly late enrollments, have caused the disruptions addressed here. CareFirst is working diligently on solutions that will allow all partners to resume normal business functions as quickly as possible.
Facets MedPlus Processing Delays
To remain competitive and dedicated to serving members, providers, and brokers, CareFirst is undergoing a transformation initiative to enhance and streamline their claims, enrollment, and billing systems. Consolidating to a web-based claims engine allows them to align with industry trends to increase the speed at which they can bring products to market. Most importantly, their investments will further enable their ability to create a consistent consumer experience.
This consolidation initiative includes a Facets-to-Facets migration. Over the past few weeks, CareFirst has migrated to a web-based Facets enrollment platform. They understand that in some cases, this has disrupted their normal enrollment processing times. CareFirst apologizes for the inconvenience this has caused. Please know they are making every effort to process enrollment and respond to escalated enrollment inquiries as they receive them.
This has impacted the IMA reporting, and you will see a message on the Broker Portal stating “we are currently investigating an issue surrounding extracting data for subscribers in our Individual market. During this time, functionality may be limited when users attempt to search members and extract IMA reports”.
CareFirst is working diligently on solutions that will allow all their partners to resume normal business functions as quickly as possible.
CareFirst appreciates your patience, understanding and, as always, your partnership with them in these efforts.
Contact your Amwins Connect Sales Representative with questions about enrollment, eligibility, and benefits for these groups.
