Service is at the very heart of Aetna’s business. Our customers, members and providers trust us to provide service that is clear, accurate and courteous. They want personalized information delivered in a timely manner. For customers such as Choctaw Management Services Enterprise, our strategic service approach enables us to meet or exceed those expectations.
In addition, we developed a health concierge service model that helps ensure quality for our new suite of integrated health and productivity solutions. As of January 1, 2010, this service approach, known as Aetna OneSM, helped more than 700,000 members easily manage their benefits and provided them with guidance to achieve better health outcomes. And, Aetna’s Concierge Customer Service Call Center in High Point, N.C., has been recognized by J.D. Power and Associates for providing “An Outstanding Customer Service Experience.”* We recently implemented this service model in New Albany, Ohio, as well.
Our employees work to create value for our providers, customers and members every day. And it shows – Aetna continued to post top scores in customer service in the semiannual UBS Benefit Consultant surveys – for the fourth year in a row!**
For more stories, listen to some of our service professionals talk about how service matters.
* For J.D. Power and Associates 2009 Call Center Certification ProgramSM information, visit www.jdpower.com.
** 9th Semiannual UBS Benefit Consultant Survey, UBS Investment Research, October 2009.
