Aetna Member Story

Breaking Barriers

Jenn*, a care manager with Aetna Better Health® of Illinois was made aware that Liliana*, a member’s mother, had been waiting on the results of an autism screening since January 2024. Liliana hadn’t called the screening facility because she doesn’t speak English. Jenn called the facility to request an update. She learned that the evaluation results had been sent — but to the wrong provider, and the facility had not contacted Liliana to provide an update.

Jenn contacted Liliana to confirm her child’s PCP. She then called their office to confirm the member was their patient and got their fax number. Jenn got back in touch with the screening facility to provide the correct fax number. She also asked them to call Liliana. When she learned the center didn’t have a staff member who could speak Spanish, she asked that they use an interpreter when they reached out to Liliana. Jenn called Liliana to share an update and let her know that she would be receiving a call from the screening facility. 

Liliana has an appointment to review the results of the autism screening with her child’s provider who will evaluate the results to diagnose the child and provide treatment.



*Member name changed to protect privacy