Phone system upgrades reduce hold times

OPERS members who call us will spend less time on hold and have an easier time reaching the right customer service representatives, thanks to recent improvements to our phone system.

  • We’ve increased our number of incoming phone lines by 33 percent. The added capacity will result in far fewer busy signals for those trying to reach our Member Services department.
  • We’ve also increased the capacity of our virtual hold service, which gives callers the ability to opt for a call-back instead of waiting on hold. The upgrade means that more callers will be given the virtual hold option sooner, meaning they’ll spend less waiting on the phone.
  • We’ve introduced an option that allows callers to be forwarded directly to outside health care vendors. While the quickest option is to phone the vendor directly, those who call the OPERS toll-free customer service number will be given an option to contact OneExchange for questions about the OPERS Medicare Connector, Express Scripts for Medicare and non-Medicare prescription coverage, Aetna or Met Life for dental insurance, Aetna for vision insurance and either Humana or Medical Mutual for their medical plan.

The toll-free OPERS Member Services department phone number is 800-222-7377.

Michael Pramik

Michael Pramik is communication strategist for the Ohio Public Employees Retirement System and editor of the PERSpective blog. As an experienced business journalist, he clarifies complex pension policies and helps members make smart choices to secure their retirement.

Michael Pramik

Communication Strategist

5 thoughts on “Phone system upgrades reduce hold times

  • March 9, 2016 at 2:58 pm

    That’s excellent news!!

  • March 10, 2016 at 4:30 pm

    I requested reimbursement forms on February 5, 2016 due to the fact that I was not reimbursed for my January payment is of today March 10 2016 I have not received these forms I have called several times and have not been able to get reimbursement forms just a lot of running around

    • March 11, 2016 at 1:23 pm


      Go to this page and scroll down to HRA Information. You can print out the reimbursement forms there. Or call OneExchange at 844-287-9945.

      –Ohio PERS

    • March 31, 2016 at 9:51 pm

      You are not alone. I requested forms in January and didn’t receive them until the end March. I called four times. Each time they told me it would take 10-15 business days. That is not acceptable.

  • April 1, 2016 at 12:17 pm

    One Exchange is so terrible – Phone after Phone call – representative after representative – everyone
    tells you something different – then when you do that they say its not right they are sorry you were given the wrong information. the left hand does not know what is going on anywhere else – I was told they hand a million pieces of paper a day – well that means they are not equipped and should have taken the contract – sent in my request feb. 19th it now April first and I am told I have to submit it for a 3rd time..
    4 phone calls to OPERS – 6 Phone calls to OneExchange wach time being told something different.
    But they sure took my fee out today April 1, 2016 for doing noting – Opers should send out a survey and find out what is going on…People are hurting because the inept procedures and people they have working there. I fear trouble in the future -.


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