Employer and Broker Service team

The Employer and Broker Service (EBS) team serves many roles. Consultants. Researchers. Service coordinators. Plan administration experts. With more than 120 years of collective experience at Kaiser Permanente, they bring a wealth of healthcare, customer service, and benefits/open enrollment administration expertise to address time-sensitive questions and help mitigate service concerns for you.

THINK OF THE EBS AS AN EXTENSION OF YOUR ACCOUNT TEAM

The EBS team is an extension of your account team, supporting them as a dedicated service team focused on resolving the most complex service issues and/or inquiries. Your account team, who have been your partner with service issues/inquiries, will continue to be there to provide guidance should you need them.

WHEN TO CONTACT THE EBS

The EBS team is focused on handling escalated issues for Employer and Brokers and should not be confused with Membership Services, which is focused on serving our members. Direct inquiries or issues from members should continue to be directed to Membership Services. However, broker, employer and/or Human Resource representative inquiries made on a member’s behalf can be directed to the EBS team.

Some examples of inquiries and/or issues you can contact the EBS team, include:

  • Request for group changes, such as address changes and retroactivity
  • Billing items that need additional attention
  • Request for Summary of Benefits and Coverage (SBC), Explanation of Benefits (EOB) and Explanation of Coverage (EOC)
  • Eligibility or claims related topics
  • Member escalations and retroactive enrollment (monthly billing reconciliation will continue to be handled by your account team)
  • Phone: 503-813-3613 or 1-866-246-3613 (toll free)
  • Fax: 1-855-524-5257
  • Email: nw.kp.ebs@kp.org
Request for group changes, such as address changes and retroactivityRequest for group changes, such as address changes and retroactivity