Specialized CareLine Assists Aetna Members with Complex Insurance IssuesPatient Advocate Foundation, Aetna Offer Program to Help Members Navigate the Most Complex Access
and Coverage Issues
Aetna Clinical Appeals CareLine is now available to provide one-on-one support for members
HARTFORD, CT and HAMPTON, VA (February 18, 2013) - Patient Advocate Foundation (PAF) and Aetna (NYSE: AET) announced today a joint effort to help members navigate the sometimes unavoidable complexities of the health care system. Personalized information and resources offered through the Aetna Clinical Appeals CareLine help members with complicated health care cases and, most importantly, get them needed care.
The CareLine is part of Aetna’s commitment to give members support, when they need it, to make confident choices and live a healthier life.
“We are proud that nearly 92 percent of our group medical members are satisfied with the service they get from Aetna. But sometimes they need financial support and assistance to supplement what their health plan covers,” said James D. Cross, M.D., Aetna’s head of National Medical Policy and Operations. “We are glad to offer a resource that helps members maximize their coverage, connect to community support and make informed health care decisions.”
Aetna members who may benefit from the services are referred as part of Aetna’s appeals process. Members can access PAF through the Care Line. This dedicated phone line is staffed by professional case managersfrom PAF’s Mission Delivery team. They use their knowledge of coverage issues, health care resources and clinical experience to independently find solutions when members face challenges. Their patient-focused approach assists members with:
- Research and resolution of claims pending coverage
- Screening and enrollment for Medicare, Medicaid and Disability
- Referrals to local, state or federal resources
“We are pleased to help Aetna members when potential barriers to the health care system can’t be overcome through a health plan alone,” said Beth Patterson, PAF’s president of Mission Delivery.
Aetna and PAF began working together last year. Their relationship has benefitted members by making health care easier to understand, access and navigate.
“Aetna members now have another dedicated support team for clinically complex issues. They will appreciate the attention, expertise and guidance of PAF,” said PAF Founder and CEO Nancy Davenport-Ennis.
Aetna is one of the nation's leading diversified health care benefits companies, serving approximately 37.3 million people with information and resources to help them make better informed decisions about their health care. Aetna offers a broad range of traditional, voluntary and consumer-directed health insurance products and related services, including medical, pharmacy, dental, behavioral health, group life and disability plans, and medical management capabilities, Medicaid health care management services and health information technology services. Our customers include employer groups, individuals, college students, part-time and hourly workers, health plans, health care providers, governmental units, government-sponsored plans, labor groups and expatriates. For more information, see www.aetna.com.