SURS Helping Members With Medicare Advantage Questions

SURS Helping Members With Medicare Advantage Questions

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December 3, 2013
Medicare Advantage

The SURS staff has been preparing over the past several months for the Medicare Advantage Enrollment Period. An “increase in traffic” plan of action started on November 12, the first day of enrollment, and will continue through December 13, the final day of enrollment.

To help with increased calls, all Member Service Representatives (MSRs) within the agency are helping with phone calls and SURS Counselors are providing on-site counseling sessions and Power Point presentations for those who stop by the office looking for help.

For those annuitants who just want to drop off their enrollment forms, representatives from the SURS Insurance Department are on hand to review the forms and give each annuitant a receipt that is dated and signed by the SURS representative.

The SURS Insurance and Benefit Preparation Teams have set up a “triage” room where they are processing enrollment forms as they are received. Those annuitants who have up-to-date email addresses on file will receive an electronic confirmation that their forms have been processed.

SURS has prepared for overflow parking as well. Much of SURS staff has agreed to park off-site during the enrollment period to provide additional parking behind the building. Members may park in the north parking lot – look for the “Additional Guest Parking “ sign – and enter through the back door that leads directly into the lobby.

Since November 12, SURS has seen approximately 2,450 members, spouses, dependents and caretakers at its office in Champaign. The Call Center has taken 9,230 calls, an increase of approximately 83% over the same time last year.

The SURS office is open Monday, Tuesday, Wednesday and Friday from 8:00 AM until 4:30 PM. Thursday hours are 9:00 AM – 4:30 PM. The phone number is 217-378-8800 or 800-275-7877.

SURS has approximately 24,000 annuitants affected by the Medicare Advantage change. All forms for affected annuitants must be processed by SURS by December 13.