Aetna Gains J.D. Power 2011 Call Center Certification
Aetna recognized for outstanding customer experience
Aetna AET has been recognized for the third straight year by
J.D. Power and Associates for providing "An Outstanding Customer
Service Experience" through its concierge customer service
model.
Aetna's entire concierge customer service call center model,
serviced by the Aetna High Point, NC, and New Albany, OH,
offices, earned the certification under the J.D. Power and
Associates 2011 Call Center Certification Program(SM). The
certification resulted from a rigorous review by J.D. Power and
Associates.
"We are pleased to earn the J.D. Power and Associates
certification again this year. Aetna has set a high standard for
service. Our health concierge helps Aetna members easily manage
their benefits plan and offers them guidance on Aetna programs
that can help them achieve better health," said Frank Cobbin,
senior vice president of Service Operations for Aetna.
The Aetna health concierge is a knowledgeable advocate for
members, offering personalized suggestions and connections to
additional resources to help members get the most from their
benefits. In partnership with a clinical team, the health
concierge can bring in a nurse care advocate to share
information on health programs such as disease management, and
coordinate clinical support and care for members to help them
achieve better health.
Concierge customer service is a fundamental component of Aetna
One(R) Premier, the most advanced program in Aetna's suite of
integrated health and productivity programs. In addition to the
concierge service, the dedicated Aetna One specialist teams
include experts in dental, disability, behavioral health, EAP,
wellness counseling and disease management that collaborate to
coordinate care and maximize health and productivity outcomes
for Aetna members.
"Today's employers are looking for health care coverage that
delivers good value and programs that help members to achieve
better health. Our internal research shows that the Aetna One
Premier program produces a higher level of member engagement,
improved clinical outcomes for conditions such as diabetes and
vascular conditions, and a very positive member experience,"
said Michael J. Guyette, head of National Accounts for Aetna.
Approximately 760,000 Aetna members are serviced under the
concierge service model.
"Aetna's alignment of resources around individual clients has
paid off in this recognition, which demonstrates Aetna's
commitment to deliver high-quality service to customers
contacting its call center," noted J.D. Power and Associates.
About J.D. Power and Associates
Headquartered in Westlake Village, Calif., J.D. Power and
Associates is a global marketing information services company
operating in key business sectors including market research,
forecasting, performance improvement, Web intelligence and
customer satisfaction. The company's quality and satisfaction
measurements are based on responses from millions of consumers
annually. For J.D. Power and Associates 2011 Call Center
Certification Program(SM) information, visit
www.jdpower.com.
About Aetna
Aetna is one of the nation's leading diversified health care
benefits companies, serving approximately 36.5 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 and health care management
services for Medicaid plans. Our customers include employer
groups, individuals, college students, part-time and hourly
workers, health plans, governmental units, government-sponsored
plans, labor groups and expatriates. For more information, see
www.aetna.com.
