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2024 Annual Report

President and Chair Message

Aloha,

In 2024, HMSA continued its journey as a health organization that works to strengthen overall member and community health. It was also a financially challenging year for local and national health plans, including HMSA.

Along with many other health plans, HMSA experienced significant operating losses in our government lines of business, Medicare and Medicaid. In spite of those losses, we continued to improve health outcomes through our comprehensive programs and collaborations with providers, community partners, and the government. We’re also committed to addressing this issue while maintaining health plan quality.

In this report, you’ll find updates and stories of impact from the past year:

In February, HMSA worked with the provider community to respond to the Change Healthcare cyberattack and keep the health care system moving.

We continued our legacy of providing quality health plans for federal members by supporting the U.S. Office of Personnel Management in transitioning U.S. Postal Service employees from the Federal Employee Health Benefits program to a new Postal Service Health Benefits program.

Our Model of Care programs continued to provide additional support and guidance for HMSA members facing health conditions and life challenges.

Looking ahead, we remain committed to safeguarding our member information, being responsible stewards of health care dollars, and supporting our members, partners, and communities through good times and tough times.

As we reflect on what we’ve accomplished, we’ll share our future roadmap for health care sustainability. We look forward to continued partnerships and progress in the coming year.

Signature of Mark Mugiishi

Mark M. Mugiishi, M.D., F.A.C.S.
President and Chief Executive Officer

Signature of Robert S. Harrison

Robert S. Harrison
Chair of the Board

2024 At a Glance

HMSA is proud to continue to offer quality health plans to employer groups, families, and individuals, including state health plans for HMSA QUEST (Medicaid) members and federal health plans for Medicare members. We also continued to work with providers and the government to improve health in Hawaii.

760,000

HMSA membership as of Dec. 31, 2024.

95 cents

of every dollar that HMSA collects in premiums goes directly to paying for our members’ care. The remainder covers administrative costs.

$1.5 million

in corporate giving: HMSA invested in various organizations and initiatives that advance community health and well-being.

Causes supported include maternal and postpartum health, programs for unsheltered individuals and families, and organizations that support local youth such as Boys & Girls Club clubhouses on Kauai, Maui, and Oahu.

19 years

of the HMSA Kaimana Awards & Scholarship Program. In 2024, the program honored 15 students who each received $5,000 scholarships and nine Hawaii public and independent schools that received $1,500 awards.

13,323

average visits using HMSA’s Online Care® per month.

Online Care provides convenient telehealth access to non-emergency care from a laptop or other mobile device anywhere in Hawaii.

15%

increase in walk-in visits to HMSA Center locations statewide.

HMSA Centers in Pearl City and Honolulu added dedicated Medicare plan specialists to support members with their Medicare health plan needs.

10,000

doctors, specialists, and other health care providers statewide in HMSA’s commercial plan network.

Health care policy

Health care policy highlights:

HMSA partners with government leaders and advocates for positive changes in health care public policy. Health care bills of interest included those related to quality and affordability, workforce shortage solutions, increasing access and equity, and more.

In 2024, Gov. Josh Green signed 22 bills into law supporting health care quality and strengthening the health care workforce in Hawaii, including legislation that provided financial relief for health care workers in rural and underserved communities through tax exemptions and legislation that made prescription refills more readily available during emergency situations like the Maui wildfires. HMSA supported various bills to expand access to care, ensure quality care and affordability for our members, and advance health equity in Hawaii.

Provider highlights:

Established a new provider application process on our online provider portal, Hawaii Healthcare Information Network Plus (HHIN+).

Ensured network adequacy to expand the cardiac rehabilitation program for HMSA commercial plan members in 2024.

Worked with health partners to improve access to resources and support for people with chronic kidney disease.

Provider-heighlights

Employer heighlights

Employer highlights:

HMSA continued to offer employers exceptional health plans and helped them manage their health care costs as usage and trends continued to rise. For example, we partnered with large employers and local unions on customized well-being plans that improved employee health and emphasized preventive care.

In 2024, HMSA was proud to continue to receive high net promoter scores and customer satisfaction survey results from employers.

Our new employer service center provided helpful online tools and resources in one convenient place.

Roadmap

Our Future Roadmap

HMSA’s roadmap focuses on operational sustainability, managing a healthy line of business portfolio, developing HMSA’s workforce strategy, and working with strategic partners on initiatives that support our community and align with our journey as Hawaii’s leading health organization. Additionally, HMSA continues to focus on reducing fraud, waste, and abuse in the health care system.

Case Study: Change Healthcare

In February, the Change Healthcare cyberattack had the potential to cause sweeping disruptions to cash flow, payroll, and business operations for health care providers and systems across the state.

It was a critical time because of its potential impact on patient care. Lori-Ann Davis and Jay Fujimoto, leaders from HMSA’s provider areas, led the charge to engage affected providers and health system partners on alternative payment solutions. Thanks to their quick work along with many others at HMSA, providers across the state were able to continue to provide critical care and services to their patients.

Case study

Postal-service

Postal Service Health Benefits Program

In 2024, HMSA worked with the U.S. Office of Personnel Management (OPM) to transition more than 4,000 U.S. Postal Service members from the Federal Employees Health Benefits program to a new Postal Service Health Benefits program, effective Jan. 1, 2025. Under OPM guidance, the HMSA Plan for Postal Service Employees held its first open season in 2024 and HMSA welcomed additional members to the plan.

HMSA’s Model of Care

The Model of Care (MOC) approach emphasizes prevention, continuity of care, and coordination of health and well-being support for members. MOC programs include complex case management, condition care, hospital transition, and pregnancy and postpartum support.

The MOC team includes clinical and non-clinical staff such as registered nurses, social workers, health coaches, registered dietitians, and certified diabetes care and education specialists.

model-of-care

I so needed the support from HMSA’s Model of Care. I was recovering from a fractured pelvis and other complications after a car accident, and then my husband passed away. The check-ins from my care manager were critical for me. With her support, I knew that I was getting better – physically and emotionally.
- HMSA member Joan Wylie on working with HMSA care manager Sharlene Cabuhat through the Case Management Program.

Team HMSA

Team HMSA: Community and Workforce Updates

HMSA employees proudly serve and support members and communities on Hawaii Island, Maui County, Oahu, and Kauai. At a glance:

$163,000 in donations

HMSA and our employees and retirees donated to Aloha United Way (AUW) through a workplace giving campaign. HMSA also supported the AUW ALICE (asset limited, income constrained, and employed) Initiative with a donation of $100,000.

2,500 volunteer hours

HMSA employees supported community activities, programs, and causes.

2,300 employees and their families

Our companywide Ohana Day, brought together Team HMSA for a day of connection and community.

At Ohana Day, Team HMSA collected 95 pounds of food and raised $2,900 for Hawaii Foodbank.

2024 was the second year of HMSA’s We Care initiative for employees, a series of investments designed to help make HMSA a great place to work and an ideal place to grow, and to build a culture that will help our team best support a healthier Hawaii for our members, families, and neighbors.

We Care accomplishments included a new career framework and market-aligned pay ranges for employees and an investment in pay adjustments to ensure fair and competitive compensation. HMSA also invested in new technologies to foster collaboration across the organization.

Our-journey

Our Journey Continues

As outlined in our roadmap, HMSA works diligently with our stakeholders to improve the health of Hawaii. Significant impacts to health outcomes statewide are possible because of our members, providers, employers, government partners, communities, and employees.

2024 Financial Report

2024 Financial Report [PDF]