Now underway: Clients are migrating to a new membership system

We’re continuing to implement a new membership system for customers in Colorado, Georgia, Hawaii, the Mid-Atlantic States (DC, Maryland, and Virginia), Oregon, and Washington. This is the continuation of a multi-year investment to replace our current membership systems, which support eligibility and premium billing, with an enterprise-wide, modern solution that will make doing business with us easier.*

As a valued partner, we want to make sure you are aware of the changes your clients will experience and how we’ll keep them informed along the way.

What your clients can expect, and when

As customers migrate to the system, they’ll experience some important changes. A robust communications plan will help ensure that your clients are well-prepared and receiving the right messages at the right time. Communication outreach will include emails, letters, robocalls, newsletters, online messaging, and other informational materials that highlight the new benefits they’ll experience.

Migration is happening in waves

To help ensure a seamless customer experience, migration will occur in waves.Wave 1 was deployed on April 21, 2025, wave 2 on July 21, 2025, wave 3 on September 22, 2025, wave 3.1 is planned for March 23, 2026, and wave 4 is planned for May 2026. Please be aware that your clients will not all migrate at the same time in the same region: If you have more than one client, they may experience changes at different times.

New payment experience

Encourage your clients to make premium payments using the Manage Payments section on business.kp.org. Paying online through Manage Payments is recommended as it’s faster, more efficient, and ensures payments are posted quickly and accurately.

If a client is unable to use business.kp.org and will continue to pay monthly premiums via direct bank-to-bank or check, they will be notified before their migration that they are required to update their bank routing (ACH/wire transfer) or check payment information. For your reference:

Paying by check

• The new address is:

Kaiser Foundation Health Plan Inc.
P.O. Box 741562
Los Angeles, CA 90074-1562

Paying using ACH/EFT/wire transfer

• New routing information:

Account number: 001416416461
Active ACH Blocks/Filters on file: Yes
Routing number ACH/EFT: 121000358
Routing number DOM. WIRES: 026009593
SWIFT Code INTL WIRES: BOFAUS3N (U.S domestic) BOFAUS6S (foreign currency)
Account name: Kaiser Foundation Health Plan
Account address: Kaiser Foundation Health Plan Inc., 393 E Walnut Street, Pasadena, CA 91101

Redesigned bills

For customers who receive bills, we are moving to a redesigned, easier-to-read format. For a preview of the changes, consult our helpful reading guide. To ensure premium charges are accurate on our end, your April bill, which covers the May premium, might arrive up to 2 days later than expected.

Reporting enhancements 

We’re making some updates to the following reporting tools:  

• The Eligibility Discrepancy Report (EDR) your clients receive will be more user-friendly and provide them with the most relevant information.
• Reconciliation Discrepancy Report (RDR) for self-billed customers will feature streamlined codes, more intuitive descriptions, and clearer options to resolve discrepancies. 

Brief system pauses

As we make this transition, our current systems will require some housekeeping. As a result, clients may experience a brief delay in membership enrollments and payment processing. This will not impact members’ ability to receive care.

Questions?

Contact the Membership Administration Consultant team via email at Membership.Administration.Consultants@kp.org or call 1-855-327-5503.

_{*Note: Customers with contracts in California migrated to the new premium billing portion – Oracle Revenue Management and Billing (ORMB) – of the platform in 2021 and 2022.}