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Aetna was recently recognized by J.D. Power and Associates for providing an “Outstanding Customer Service Experience” through its concierge customer service call center. This recognition follows a rigorous audit and random survey of Aetna customers. Based on their responses, J.D. Power and Associates certified the Aetna call center in High Point, N.C. under its 2009 Call Center Certification Program.
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October 26, 2009
Aetna Recognized by J. D. Power and Associates

By Susan J. Campbell, TMCnet Contributing Editor

Aetna was recently recognized by J.D. Power and Associates for providing an “Outstanding Customer Service Experience” through its concierge customer service call center. This recognition follows a rigorous audit and random survey of Aetna customers. Based on their responses, J.D. Power and Associates certified the Aetna call center in High Point, N.C. under its 2009 Call Center Certification Program.

“Earning the J.D. Power and Associates certification is a strong independent testament to Aetna’s latest innovation in customer service,” said Frank Cobbin, senior vice president of service pperations for Aetna, in a statement.

The health concierge model Aetna has put in place is a fundamental component of One Premier, Aetna’s integrated health and productivity program, company officials said. The concierge has immediate desktop access to a comprehensive view of member’s specific benefits choices, history, needs and individual preferences.

With enhanced technology, the health concierge acts as an advocate by answering questions, offering proactive suggestions and connecting the member to additional resources. A partnership with a clinical team enables the health concierge to bring in a nurse care advocate who can offer health programs, including disease management and coordinate clinical support and care for the member.

“We want to provide members with the simplest and most convenient way to get personalized service and have their questions answered in one call,” said Cobbin. “Our concierge service approach is designed to help Aetna members easily manage their benefits while receiving guidance to achieve better health outcomes.”

By Jan. 1, 2010, more than 700,000 Aetna members will be serviced under the concierge service model. In addition, Aetna recently added a second full-service concierge operation in New Albany, Ohio.

According to J.D. Power and Associates, Aetna is heading in the right direction: “By achieving certification, Aetna has demonstrated its commitment to deliver high-quality service to customers contacting its call center.”

Aetna takes an innovative approach to hiring and training. The company also has developed a values-driven culture, offers engaged leaders and technology, which helps to create a top-performing customer service organization.

“We are pleased that more employers are choosing this model as a way to better engage their employees in improving their health,” said Patricia Farrell, Aetna senior vice president of national and international business solutions. “Aetna representatives strive to understand the member’s needs, asking the unasked question to discover those needs even if the member is not fully aware of them. This is important to our members who are taking greater responsibility for their health care and want to get everything handled in one call,” she explained.

Aetna recently announced the addition of WhiteGlove House Call Health Inc. to its provider network in Houston. The agreement is effective immediately and will give Aetna’s members in Harris County access to routine medical care in their homes or at work.

Article Source: ABC Article Directory

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