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DocFind Frequently Asked Questions (FAQ)

If you have a question about DocFind, please read through the questions below. If you still cannot find an answer to your question, you can Contact Us with your DocFind question.

General Questions
Using DocFind
Specialties
Coverage/Health Plan Questions
Directory Questions
Enrollment FAQ
Important Information about Laboratory Services


General Questions
  1. What information can I find using DocFind?
  2. How can I find maps and driving directions?
  3. How often is DocFind updated?
  4. Why does DocFind require that I narrow my search by geographic criteria?
  5. Will I get better search results if I use my zip code and city and state?
  6. How are miles calculated from a given zip code?
  7. Why isn't the name of my health plan on DocFind?
  8. Can I select/change a primary care physician or dentist using DocFind?
  9. What does “Board Certified” mean?
  10. Please explain the difference between M.D., D.O., and D.C.
  11. Why do some dentists have a DDS, some a DMD and some an MD after their name and what are the differences between them?
  12. What is the difference between the information found in the Aetna VisionSM Discounts section and the information in the physicians and other health care professionals section of DocFind?
  13. What is the relationship between Aetna® and participating physicians, hospitals and other health care providers?
  14. Where can I find information about working at Aetna?

1. What information can I find using DocFind?
  • Participating physicians and other health care professionals: Physician Name, ID # (for PCPs only), Phone, Address, Specialty, Accepting New Patients, Hospital Affiliation, Office Hours, Board Certification, Handicapped Access, Age Bands, Foreign Languages Spoken (if applicable), Medical School Attended, Year Graduated, Provider Role such as PCP or Specialist.
  • Participating Hospitals: Name, Address, Phone, Affiliated physicians
  • Participating Dentists: Name, Address, Specialty, Accepting New Patients
  • Vision: Name, Address, Phone
  • Participating Pharmacies: Name, Address, Phone
  • Facilities and Vendors: Name, Address, Phone, Provider Role
  • National Advantage Program: Name, address and phone number of hospitals and facilities available through the program.
  • Urgent Care: Name, Address, Phone
  • Mental Health/Substance Abuse Facilities: Name, Address, Phone
  • Behavioral Health Providers: Name, Address, Phone, Specialty, Office Status


2. How can I find maps and driving directions?
Anytime you find a provider on DocFind, we can help get you there with a map and driving directions. Once you search for a provider and get a result, click on the compass to get a map, and if you choose, provide a starting point for driving directions.

3. How often is DocFind updated?
DocFind is updated 6 days per week excluding Holidays and Sundays.

4. Why does DocFind require that I narrow my search by geographic criteria?
Since DocFind contains data on providers in many Aetna networks, it is necessary for you to apply some geographic criteria to narrow the area for your search, otherwise DocFind could return results on thousands of physicians in other states across the country. By narrowing your search first by geography, and then by any other criteria you choose, you will get only providers who meet your search criteria within the geographic area that you specify.

5. Will I get better search results if I use my zip code and city and state?
If you enter a zip code in addition to city and state, DocFind will only return providers who are in that zip code. If you wish to find providers within a city, county, state, please do not enter a zip code.

If you wish to search an area larger than a specific zip code but without confining your search to a specific city, you may use zip code and miles willing to travel instead of city and state.

6. How are miles calculated from a given zip code?
Actual driving distance may vary depending on route. Mileages are approximate and based on a straight line between the start and end points, or "as the crow flies." To determine actual driving distance, DocFind users can link to maps (available on each provider detail page displayed on DocFind) and enter their "starting" address. Users can obtain a more specific estimate of mileage by then requesting a "plan route."

7. Why isn't the name of my health plan on DocFind?
Many employers choose to use customized names for our standard Aetna health plans. Please ask your employer's benefits office which Aetna plan you have or contact Member Services at the toll-free number on your Member ID card. If you do not have an ID card yet, please contact your employer's benefits office to obtain this toll-free number.

8. Can I select/change a primary care physician or dentist using DocFind?
Once you have located a primary care physician or dentist in DocFind, click on the "Provider Details" link. Locate the "Change PCP" button, which is located at the top of the page. You may want to print this page; the online form will ask for some of the pertinent information. A new ID card will be sent to you to reflect your new primary care physician or dentist.

9. What does “Board Certified” mean?
When a physician is board certified, it means that he or she has applied for and been awarded certification from the American Board of Medical Specialties or the American Osteopathic Association. To become board certified, a physician must:
  • graduate from an accredited medical school
  • complete a specific type and length of training in a medical specialty
  • practice for a specified amount of time in that specialty
  • pass an examination given by the medical specialty board

Board certification is a voluntary process. Most certifying boards now require physicians to be recertified at specified intervals.

10. Please explain the difference between M.D., D.O., and D.C.
M.D.s are physicians who have earned a degree of Doctor of Medicine (M.D.) by completing an approved course of study at an approved allopathic medical school.

D.O.s are physicians who have earned a degree of Doctor of Osteopathy (D.O.)by satisfactorily completing a course of education in an approved college of osteopathic medicine. Osteopathic physicians and Medical (M.D.) physicians follow nearly identical courses of training and modes of practice, except that osteopathic medicine places an additional emphasis on the study of mechanical derangement of tissues as a cause of illness, and on treatment that involves manipulation of body structures.

A chiropractor is awarded the degree of Doctor of Chiropractic, or D.C., after completing at least 2 years of premedical studies followed by 4 years of training in an approved chiropractic school. In most cases, treatment provided by chiropractors involves the mechanical manipulation of the spinal column. Some practitioners employ radiology for diagnosis and use physiotherapy and diet in addition to spinal manipulation. In most cases, chiropractors are not licensed to prescribe controlled medications and, in general, Chiropractic does not employ drugs or surgery.

11. Why do some dentists have a DDS, some a DMD and some an MD after their name and what are the differences between them?
DDS, DMD & MD are certain types of degrees from the schooling the Dentist received. There is no difference between the DDS (doctor of dental surgery) and DMD (doctor of dental medicine) degrees. Universities have the prerogative to determine what degree is awarded, and they award one of the two (but not both). Both degrees use the same curriculum requirements set by the American Dental Association's Commission on Dental Accreditation. Dentists who have a DDS or DMD have the same education and state licensing boards accept either degree as equivalent. So, both degrees allow licensed individuals to practice the same scope of general dentistry.

Regarding the MD degree, additional post-graduate training (i.e., after receipt of the DDS or DMD degree) is required to become a dental specialist, and some oral and maxillofacial training programs award an MD the graduates. Oral and maxillofacial surgeons complete, at a minimum, a 4-year hospital residency focused in the area of oral and maxillofacial surgery. Residency rotations include training in emergency treatment, general surgery, medicine and anesthesia. Of the more than 70 oral and maxillofacial surgery residency programs currently accredited by the American Dental Association Commission on Dental Accreditation, 37 award an MD degree, and an additional 13 provide their residents with the option to pursue the MD.

12. What is the difference between the information found in the Aetna VisionSM Discounts section and the information in the physicians and other health care professionals section of DocFind?
The Aetna Vision Discounts section of DocFind allows members to identify participating "service locations". Here you will find the addresses of retail stores and independent physicians who dispense eyewear under the Aetna Vision Discounts program. Though the physicians themselves are not individually listed, the retail stores listed usually have physicians who provide eye exams. Contact the provider ahead of time for information on services available.

The Physicians section of DocFind lists Aetna participating physicians and other health care professionals. Aetna contracts with EyeMed Vision Care, LLC to coordinate a network of eye care professionals who provide covered services as well as participate in Aetna Vision Discounts. Within the specialties of optometry and ophthalmology, EyeMed providers are indicated by IPA name "EyeMed Select Network" or "Vision One."

The search results will also include providers who are not associated with EyeMed and are not part of the discount program. Note that not all optometrists and ophthalmologists in the physicians and other health care professionals section dispense eyewear.

13. What is the relationship between Aetna and participating physicians, hospitals and other health care professionals?
The participating physicians in the Aetna network are independent physicians and other health care professionals who practice at their own offices and are neither employees nor agents of Aetna. Similarly, participating hospitals are neither owned nor controlled by Aetna. Likewise, other participating health care professionals are neither employees nor agents of Aetna.

Aetna cannot guarantee the future availability of any particular provider for referred or in-network benefits.

Certain Aetna participating hospitals may also be available under the National Advantage Program. Participating physicians are not currently available under the National Advantage Program.

14. Where can I find information on working at Aetna?
Please visit http://www.aetna.com/working/index.htm for information about working at Aetna.

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Using DocFind
  1. What if I can't find my physician in the DocFind database?
  2. I can't find any physicians on DocFind in the area where my child goes to school.


1. What if I can't find my physician in the DocFind database?
Please contact Member Services at the toll-free number on your Member ID card for information on whether a provider is in a network. If you do not have an ID card yet, please contact your employer's benefits office to obtain this toll-free number.

2. I can't find any physicians on DocFind in the area where my child goes to school.
Please check with your employer's benefits office regarding coverage for out of network dependents or contact Member Services at the toll-free number on your Member ID card. If you do not have an ID card yet, please contact your employer's benefits office to obtain this toll-free number.

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Specialties
  1. Why can't I find a mental health provider for my geographic area or product?
  2. What types of physicians can I select for my PCP?
  3. Why is there no listing for just plain pediatrics?
  4. Why does DocFind show no or very few providers for gynecology, general practice, and cardiology?
  5. Where are the Ear, Nose and Throat physicians on DocFind?
  6. Where are the orthopedic physicians on DocFind?
  7. Where are your mammography services?
  8. How do I find participating providers who provide X-ray services?
1. Why can't I find a mental health provider for my geographic area or product?
If behavioral health providers, such as psychiatrists or psychologists, are not listed in DocFind for your geographic area or product, please contact the Member Services number on your member ID card to obtain information regarding access.

2. What types of physicians can I select for my PCP?
  • general practice*
  • family practice
  • internal medicine
  • pediatrics
  • In some states an OB/GYN or an Advanced Registered Nurse Practitioner

*please note that you will find more providers if you search for family practice rather than general practice.

3. Why is there no listing for just plain pediatrics?
Pediatrics is at the bottom of the listing of all the specialty Pediatric listings such as Pediatric Allergy & Immunology.

4. Why does DocFind show no or very few providers for gynecology, general practice, and cardiology?
  • Gynecology – search for Obstetrics and Gynecology also
  • General Practice – search for Family Practice also
  • Cardiology – search for Cardiovascular Disease also


5. Where are the Ear, Nose and Throat physicians on DocFind?
Please see Otolaryngology* for Ear, Nose and Throat doctors.

6. Where are the orthopedic physicians on DocFind?
Orthopedic physicians are listed under Surgery, Orthopedic.

7. Where are your mammography services?
For Managed Choice®, Open Choice® and Elect Choice®, please search for Radiology in our Facilities and Services section.
For HMO and QPOS, your PCP should have a referral directory listing participating providers.
8. How do I find participating providers who provide X-ray services?
X-ray services can be found by searching two categories:

Users can conduct a search in Physicians and Other Health Care Professionals category by selecting "specialist." When asked to choose a specialty, the user should select "Radiology." This will provide a list of radiologists if available.

Users can also search the Facilities and Vendors section and select "Radiology Centers" from the specialty drop-down box.

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Coverage/Health Plan Questions
  1. I just found this physician on DocFind, what will my coverage be if I visit this physician?
1. I just found this physician on DocFind, what will my coverage be if I visit this physician?
Please contact Member Services at the toll-free number on your Member ID card for answers to questions on your coverage. If you do not have an ID card yet, please contact your employer's benefits office to obtain this toll-free number.

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Directory Questions
  1. If a physician is not in the printed directory I received but is on DocFind, which is correct?
  2. Where can I get a printed directory?
1. If a physician is not in the printed directory I received but is on DocFind, which is correct?
DocFind is updated three times a week and therefore is more current than the hard copy directories.

2. Where can I get a printed directory?
If you need a printed directory and it is not included in an enrollment kit, you may order one by contacting your employer or plan sponsor, or by calling the phone number on the back of your ID card.

Please note that the hard copy directories are only updated twice a year whereas DocFind is updated three times a week and therefore is more current than the hard copy directories.

Printed provider directory listings for the National Advantage Program may not be available for all employers.

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Enrollment FAQ
  1. How can I find out what my new plan covers?
  2. When is the best time to call Member Services?
  3. When are my enrollment forms due?
  4. How can I find out if my current physicians are in my Aetna network?
  5. The information on DocFind and the hard copy directory are not the same. Which is correct?
  6. I have the Open Choice PPO product and can't find the Provider ID on DocFind or in the hard copy directory for my PCP choice?
  7. I can't find the Provider ID on DocFind or in the hard copy directory for my OB/GYN or Pharmacy selection.
  8. Should I visit the PCP I want before I send you my selection?
1. How can I find out what my new plan covers?
Please check your plan documents first. If the answer is not there, your employer's benefits office may be able to assist you. Otherwise, please ask your benefits office for the toll-free number of the Aetna® Member Services team assigned to them. (If you already are a member, the Member Services phone number will be on your Member ID card.)

2. When is the best time to call Member Services?
The best times to call are early morning or late afternoon Tuesday through Friday.

3. When are my enrollment forms due?
Your employer's benefits office can answer this question.

4. How can I find out if my current physicians are in my Aetna network?
Please use our online participating provider directory, DocFind®, to search for providers in your network. If you have questions on using DocFind, you may find answers in the DocFind Frequently Asked Questions.

5. The information on DocFind and the hard copy directory are not the same. Which is correct?
The data on DocFind is refreshed weekly and will always be more current then the hard copy directories.

6. I have the Open Choice PPO product and can't find the Provider ID on DocFind or in the hard copy directory for my PCP choice?
It is not necessary to send us a PCP selection for the Open Choice PPO product.

7. I can't find the Provider ID on DocFind or in the hard copy directory for my OB/GYN or Pharmacy selection.
It is not necessary to send us your OB/GYN or Pharmacy selection.

8. Should I visit the PCP I want before I send you my selection?
It is important to let us know your PCP choice before visiting your new PCP.

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Important Information About Laboratory Services*

Aetna has a preferred relationship with Quest Diagnostics for laboratory services for our members. Quest Diagnostics is a full-service laboratory with over 2,000 patient service centers across the country.

When looking in DocFind® to find a laboratory in your area, other participating laboratories (besides Quest Diagnostics) may show up in your results. This is because Quest Diagnostics is not our only participating provider of laboratory services. Other local and specialty laboratories also participate with Aetna.

Aetna has national contracts with AmeriPath Consolidated and CBL Path for pathology services. Also, Genzyme Genetics participates with us for genetic testing services. For more contracted specialty laboratory providers, please use DocFind®.

It is up to you and your doctor to pick the best laboratory for your needs. It is important to keep these things in mind:

  • When your doctor wants you to go to a laboratory for a blood or urine test, consider choosing Quest Diagnostics or one of Aetna's other participating local and specialty laboratories. If you do, you may pay less for your test. The amount of money you will have to pay will depend on your benefits plan.
  • If you go to your local hospital's outpatient laboratory for a test or service, it may cost you more money out of pocket. This is because the actual hospital may participate in the Aetna network, but the hospital's outpatient laboratory may not be considered as a preferred participant for the member's plan.
  • Before you get a lab test or service done, you may need a special form from your doctor. This is called a Lab Requisition Form. Be sure to click on the Provider Detail link (after you select a laboratory in DocFind) to find out if this form is required.
  • You can also visit Quest Diagnostics' website, www.questdiagnostics.com, for more information and to find a location near you.

*Please see Aetna's Clinical Policy Bulletins for more information on covered laboratory services. To view, go to www.aetna.com and choose "Members: public information." Then, select "Health Coverage Information" then "Clinical Policy Bulletins."


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