How to get help with Oregon Health Plan benefits during long call wait times

Sydney Wyatt, Salem Statesman Journal
·4 min read
The Oregon Department of Human Services delivers Medicaid, Medicare, food, cash and childcare benefits to eligible Oregonians.
The Oregon Department of Human Services delivers Medicaid, Medicare, food, cash and childcare benefits to eligible Oregonians.

The Oregon Department of Human Services’ (ODHS) ONE Customer Service Center is expecting high call wait times of about 40 minutes in the coming months as the state continues to review Oregon Health Plan eligibility and applications for medical, food, cash and childcare benefits.

The COVID-19 federal public health emergency, which ended in May, allowed for continuous enrollment without annual renewal in Medicaid and Medicare health plans.

Recent data showed the state has reviewed nearly 64% of individual health plans with about 8 in 10 Oregonians maintaining access to Oregon Health Plan benefits.

Since May, the state has had to review eligibility of all Oregon Health Plan customers. This has led to increased call wait times as people have questions about how to keep their benefits.

Wait times from Oct. 1 through Nov. 16 have been about 28 minutes on average, according to ODHS data.

Why wait times expected to be about 40 minutes

Open enrollment, a time when individuals can sign up for, change or cancel Medicare or private insurance benefits began Nov. 1 and ends Jan. 15. ODHS is expecting this period to result in the highest call wait times.

“During this time, call wait times will be highest during our peak call times which are usually midday during the first 10 days of the month,” said Jake Sunderland, press secretary for ODHS.

It will still take 10 days on average for an individual case to be processed and a response received, Sunderland said. For about 40% of cases, ODHS responds within 2 business days.

“We are doing everything we can to provide the best customer service possible on our phones and in our offices," said Nathan Singer, director of the ODHS department that manages the ONE Customer Service Center.

Customers seeking assistance asked to consider other contact options

"We encourage people to create or use their ONE Online account, the Oregon ONE Mobile app or online chat bot when possible,” Singer said.

The ONE Customer Service Center provides phone support to those calling to apply for or get help with medical, childcare, cash and food benefits.

The center can be reached by calling 800-699-9075, Monday through Friday from 7 a.m.-6 p.m. Call wait times are lowest in the morning between 7-8 a.m., especially on Tuesday mornings.

Individuals also can visit or call their local ODHS office with questions.

Other options for support include:

The Aging and Disability Resource Connection of Oregon also is available to provide support at 1-855-673-2372 or in-person.

What if I need help in a different language?

The Oregon ONE Mobile app is available in English or Spanish, and a Spanish version of the ONE online website is available.

Help on this website also is available in Traditional and Simplified Chinese, Soomaali, Arabic, Russian and Vietnamese.

Help in other languages can be found at https://www.oregon.gov/odhs/benefits/Pages/languages.aspx

Who is eligible for Oregon Health Plan and when can I apply?

Oregon Health Plan and Supplemental Nutrition Assistance Program eligibility is determined by income, household size, age and disability status.

The best way to see if you or your family are eligible is by using the Online Health Comparison Tool at or23.checkbookhealth.org/#/.

People can apply for Oregon Health Plan at any time during the year, but interest typically peaks during open enrollment period, causing longer wait times.

Individuals are encouraged to respond as quickly as possible after they receive a request for information to avoid any possible delays.

The fastest way Oregon Health Plan members can provide an update is by going to benefits.oregon.gov and creating or logging into their ONE Online account. Once a ONE Online account is created, customers can upload documents through the Oregon ONE Mobile app.

Sydney Wyatt covers healthcare inequities in the Mid-Willamette Valley for the Statesman Journal. Send comments, questions, and tips to her at SWyatt@gannett.com, (503) 399-6613, or on Twitter @sydney_elise44

The Statesman Journal’s coverage of healthcare inequities is funded in part by the M.J. Murdock Charitable Trust, which seeks to strengthen the cultural, social, educational, and spiritual base of the Pacific Northwest through capacity-building investments in the nonprofit sector.  

This article originally appeared on Salem Statesman Journal: Oregon Health Plan support experiencing high wait times