Aetna Member Story

Calming The Overwhelming

Sam*, a community health worker with Aetna Better Health® of Illinois had a great home visit with Kathy*, a newly eligible member and her two children, who are also members.

During the home visit, Kathy expressed that she gets anxious when calling providers to schedule appointments. When she tried to schedule a new appointment with a local behavioral health provider, Kathy couldn’t connect to the right prompt to schedule the appointment and eventually gave up.

While at Kathy’s home, Sam was able to connect with the clinic and assisted with getting a behavioral health appointment scheduled for both Kathy and her two children. Sam completed the initial assessments and enrolled Kathy and her two children in the care management program.

Kathy expressed her appreciation for Sam’s assistance and was relieved that the appointments were scheduled.



*Names changed to protect privacy