Aetna Member Story

A Member’s Journey To Peace Of Mind

Medicaid member, Laura*, who requires dialysis three times a week was unable to secure a ride to her doctor, as she was incorrectly marked ineligible in the ModivCare system. Laura’s son had to take her to her appointments at 5:30 AM, causing significant stress for both. An Aetna Better Health® of Illinois case manager (CM) worked with the transportation liaison, who found an incorrect code in Laura’s file that prevented her from accessing transportation benefits. Once the code was corrected, Laura was successfully scheduled for roundtrip transportation to her dialysis appointments.

When Laura faced an issue where she was being dropped off too early, leaving her waiting outside in the cold, the CM stepped in.

The CM escalated the concern to a ModivCare supervisor, who coordinated with the driver to adjust the pickup and drop-off times. After follow-ups, Laura confirmed that her transportation was running smoothly. As a result, her quality of life has improved, and she no longer worries about how she will get to her dialysis treatments. She now has a standing transportation order that renews monthly, giving her peace of mind and independence in managing her appointments. Laura expressed satisfaction with the care coordination and follow-up provided by her CM.

*Member name changed to protect privacy