Aetna Member Story

Guiding A Member To Assistance

Mary*, a care manager with Aetna Better Health® of Illinois, connected with Jack* in June of 2024 for care management services. After reviewing Jack’s health conditions, social determinants of health (SDOH), and financial situation, Mary offered resources for electricity and gas assistance through LIHEAP. She also referred him to food assistance tailored to his health needs, completing a referral through GA Foods. Jack needed some durable medical equipment (DME) supplies, and Mary encouraged him to reach out to his primary care physician (PCP).



During a follow-up one month later, Jack happily reported to Mary that he’d been approved for assistance with utility bills and had already received a food delivery. He had contacted his doctor’s office about the DME supplies and was awaiting a call.

*Member name changed to protect privacy