Aetna Member Story

Communication Is Key

In August 2024, Rodney* became eligible for the Pathways to Success program to support his behavioral health. His Aetna Better Health® of Illinois care manager, Anna, reached out to his mother to begin the process. But Rodney’s mother had questions. She had been told during a recent health visit that other insurance benefits were showing up on Rodney’s file and she needed to get the issue resolved to order Rodney’s medicines.

Anna was able to confirm Rodney’s Aetna® insurance coverage with the state. She worked with the appropriate contacts to remove the incorrect insurance information from his file. Anna let Rodney and his mother know that they could now obtain his medicines and services at their preferred location using his Aetna benefits. She also called the pharmacy to confirm that Rodney’s medications would be processed through Aetna. As an additional step, Anna contacted Rodney’s health care provider to inform them of his correct insurance information.

Rodney received his necessary medication, and his mother expressed her gratitude to Anna and other Aetna staff for their helpful support.

*Member name changed to protect privacy