“A consultant generally will follow up a couple weeks after the initial call,” Wilson said. “We also encourage members to call back as much as they need to. The consultants really enjoy talking to our members, and they form a special bond with each other.”
Aetna piloted Resources For Living in 2016 in New York and Texas, then—seeing how successful it was—expanded it in 2018 to include all individual and Group Medicare Advantage members.
“By early 2017, we knew that we could go nationwide with this,” said Thom Sargent, the senior director of Medicare STARS Member Experience at Aetna.
Scaling up from 20,000 members to 1.5 million, Sargent admitted, “is no small undertaking.” But it was worth the effort. It’s one more way for Aetna to show we’re a trusted advocate for our Medicare members.
One particularly poignant example took place in Georgia last summer. An Aetna member had recently lost his home and was living out of his car, parking in lots at Walmart to sleep.
“His doctor’s office contacted Aetna and it was funneled to us,” said Denise Crowley, a Resources For Living consultant.
Although the member was a veteran, he wasn’t using his veteran’s benefits or any other services available to him. In just a couple of hours, Crowley said, “I connected him with case management services, affordable housing referrals, emergency financial assistance and various local resources for the elderly and homeless.”
Months later, we checked in with the member and found him doing well and living with a family member elsewhere in Georgia.
“Helping to make a positive impact on our members’ lives is why we come to work every day,” Crowley said. “Members can reach out to Resources For Living and connect with a live person who listens to their concerns, cares about what happens to them and helps them connect with local services to meet their needs.”
Aetna Medicare is a PDP, HMO, PPO plan with a Medicare contract. Our SNPs also have contracts with State Medicaid programs. Enrollment in our plans depends on contract renewal. This information is not a complete description of benefits. Contact the plan for more information. Limitations, copayments, and restrictions may apply. Benefits may change on January 1 of each year. See Evidence of Coverage for a complete description of plan benefits, exclusions, limitations and conditions of coverage. Plan features and availability may vary by service area.