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Aetna Earns J.D. Power And Associates 2009 Call Center Certification


Aetna’s Concierge Customer Service Call Center Recognized for Providing ‘An Outstanding Customer Service Experience’

HARTFORD, Conn.— Aetna (NYSE: AET) has been recognized by J.D. Power and Associates for providing “An Outstanding Customer Service Experience” through its concierge customer service call center. Following a rigorous audit and random survey of Aetna customers, J.D. Power and Associates certified the Aetna call center in High Point, NC, under the J.D. Power and Associates 2009 Call Center Certification ProgramSM.

“Earning the J.D. Power and Associates certification is a strong independent testament to Aetna’s latest innovation in customer service,” said Frank Cobbin, senior vice president of Service Operations for Aetna.

In Aetna’s health concierge model, which is a fundamental component of Aetna OneSM Premier, Aetna’s integrated health and productivity program, the concierge has immediate desktop access to a comprehensive view of the member’s specific benefits choices, history, needs and individual preferences. Using enhanced technology, the health concierge serves as an advocate by answering questions, offering proactive suggestions and connecting the member to additional resources. In partnership with a clinical team, the health concierge can bring in a nurse care advocate who can offer health programs such as disease management, and coordinate clinical support and care for the member.

“We want to provide members with the simplest and most convenient way to get personalized service and have their questions answered in one call,” said Cobbin. “Our concierge service approach is designed to help Aetna members easily manage their benefits while receiving guidance to achieve better health outcomes.”

As of January 1, 2010, more than 700,000 Aetna members will be serviced under the concierge service model. Aetna recently added a second full-service concierge operation in New Albany, Ohio.

J.D. Power and Associates noted, “By achieving certification, Aetna has demonstrated its commitment to deliver high-quality service to customers contacting its call center.”

Aetna’s approach to hiring and training, along with its values-driven culture, engaged leaders and technology, helps to create a top-performing customer service organization.

“We are pleased that more employers are choosing this model as a way to better engage their employees in improving their health,” said Patricia Farrell, Aetna senior vice president of National and International Business Solutions. “Aetna representatives strive to understand the member’s needs, asking the unasked question to discover those needs even if the member is not fully aware of them. This is important to our members who are taking greater responsibility for their health care and want to get everything handled in one call,” she explained.


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