Skip to main content

Our office manual keeps you informed

Our Office Manual for Health Care Professionals is available on our website. For Innovation Health, once on the website and logged in, select “Physicians & Providers,” then “Practice Resources.”


Visit us online to view a copy of your manual as well as information on the following:

  • Policies and procedures
  • Patient management and acute care
  • Our complex case management program, including how to refer members
  • How to use disease management services and how we work with your patients in the programs
  • Special member programs and resources, including the Aetna Women’s HealthSM program, the Aetna Compassionate CareSM program and others
  • Member rights and responsibilities
  • How we make utilization management decisions, including our policy against financial compensation for denials of coverage
  • The MR-A (Medical Record Criteria, Element A) list, which is a detailed list of elements we require to be documented in a patient’s medical record — it’s available in the Office Manual for Health Care Professionals on our website.
  • The most up-to-date Aetna Medicare Preferred Drug Lists, Commercial (non-Medicare) Preferred Drug Lists and Consumer Business Preferred Drug List, also known as our formularies
  • How our quality management program can help you and your patients


We integrate quality management and metrics into all that we do. You can find details on the program goals and the progress made toward those goals online.


If you don’t have Internet access, call our Provider Service Center for a paper copy of the manual.