Aetna Member Story

Help Is A Call Away

Dora*, a care manager with Aetna Better Health® of Illinois, reached out for a yearly check-in with a member’s family. While completing risk assessments with the mother, Gaby*, Dora recognized that the family needed some resources.

Gaby shared that her husband had abruptly left and that she wasn’t currently working because she was caring for her child who has special needs. Gaby needed additional support.

Dora offered several resources to assist the family, including transportation and legal support. She called to schedule a PCP appointment and a visit with a dental provider who works with children who have special needs. Dora also arranged for the health plan’s food delivery program and provided information for respite services so Gaby could take a break from caregiving when needed.

Dora was able to complete the risk assessments and helped Gaby with scheduling a therapy appointment.

Gaby agreed to enroll in care management for both her and her child. Dora checked back to be sure that the family had received their food delivery. Gaby shared that she is happy with the care management services she is receiving and expressed gratitude for the assistance Dora provided.

*Names changed to protect privacy