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Changes coming for KPIF members as Kaiser Permanente begins to transition to a new membership system

In May 2024, Kaiser Permanente Health Plan of Georgia will implement a new membership system for Kaiser Permanente Individual and Families (KPIF) health plan members. It’s the first step in replacing our current membership system with an enterprise-wide modern solution that will improve administration capabilities for our members, customers, brokers, and other partners across all lines of business over the next few years. Among the benefits is the ability to shift the administration of health plan products for our On Exchange members in-house.

As a valued KP partner, we want to make sure you are aware of the changes and improvements KPIF members will experience, along with how we are keeping members informed and, in some cases, actions they need to take.

Background

On May 20, KPIF On Exchange members will transition from KP’s On Exchange administration partner, Health Plan Services (HPS), to KP’s new membership system and payment platform. Specifically, members will benefit from:

  • A simplified premium payment experience with flexible payment dates and recurring automatic payments.
  • A redesigned and easier-to-read premium statement with a new web address (URL) to pay online, phone number to pay by phone, and address to pay by check.
  • More online self-service payment and coverage tools.

This video shows you how to access online payment and coverage tools.

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They’ll also need to take some action to keep their billing and payment experience whole:

  • Premium billing and payment history before 2023 won’t be available once we move to the new payment system, however, members can review, download, or save this information now. A bill insert with this same information will be sent with the member's April 2024 (for May 2024 coverage) HPS statement.
  • Once the new system is live, members will need to register and sign up for recurring payments using the Billing Unit ID (BUID) provided to keep their automatic premium payments active. Members should also update or confirm their paperless preferences to keep paperless billing active.
  • If the member does not register for autopay, they can continue to make monthly payments by check, phone, or online. However, we encourage members to set up monthly recurring payments.

What your clients can expect, and when

Soon, we’ll begin executing a series of communications to support experience changes. The first outreach, scheduled in April 2024, will inform KPIF On Exchange members that they’ll soon have a new online premium payment experience, and what they can anticipate in the weeks ahead.

Policy updates that could impact your clients

Follow-up registration reminders and self-service tutorials

We’ll continue to send member communications for a couple of months after the new premium payment system is live.

  • We’ll monitor and target outreach to members who haven’t registered via reminder emails through June and July 2024, as needed.
  • We’ll tout new self-service features and tools that can help your clients get the most from their online experience via an awareness campaign that includes a video and infographic beginning in July 2024.

Questions?

Contact the KPIF Broker Support Teams at kpif@kp.org, or call 1-844-394-3978, Monday through Friday, 11:30 a.m. to 8 p.m. Eastern time.