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J.D. Power and Associates Recognizes Aetna for 3rd Straight Year

By Rahul Arora
TMCnet Contributor

Aetna, one of the nation's leading diversified health care benefits companies, recently announced in a press release that J.D. Power and Associates, a global marketing information services company, has recognized Aetna for providing “An Outstanding Customer Service Experience” through its concierge customer service model. This is the third year in a row that Aetna has been recognized by J.D. Power and Associates.

Aetna received the certification for its entire concierge customer service call center model under J.D. Power and Associates 2011 Call Center Certification Program. The model is serviced by the Aetna High Point, NC, and New Albany, OH, offices.

Concierge customer service is a fundamental component of Aetna One Premier, the most advanced program in Aetna's suite of integrated health and productivity programs. The specialist teams work together to coordinate care and maximize health and productivity outcomes for Aetna members.

“We are pleased to earn the J.D. Power and Associates certification again this year. Aetna has set a high standard for service. Our health concierge helps Aetna members easily manage their benefits plan and offers them guidance on Aetna programs that can help them achieve better health,” said Frank Cobbin, senior vice president of Service Operations for Aetna, in a statement.  

“Today's employers are looking for health care coverage that delivers good value and programs that help members to achieve better health. Our internal research shows that the Aetna One Premier program produces a higher level of member engagement, improved clinical outcomes for conditions such as diabetes and vascular conditions, and a very positive member experience,” said Michael J. Guyette, head of National Accounts for Aetna.

“Aetna's alignment of resources around individual clients has paid off in this recognition, which demonstrates Aetna's commitment to deliver high-quality service to customers contacting its call center,” noted J.D. Power and Associates.

In other news, some Aetna members can now check their blood pressure or get care for minor health issues, such as a sore throat, at work and without waiting for an appointment with their primary care doctor.

New freestanding, individually operated health stations from Computerized Screening, Inc. (CSI (News - Alert)) are an innovative twist on the traditional worksite clinic and give members access to health care assessments and consultations at their place of business.

Rahul Arora is a TMCnet contributor. He has worked as an editor and freelance writer for several reputed organizations in India. To read more of his articles, please visit his columnist page.

Edited by Jennifer Russell