Wherever You Are and Whatever It Takes
The call seemed routine: A member named Joanna was looking to resolve some issues that were preventing her from getting her nebulizer treatment from the hospital. But Brittany Salter, the Aetna customer service representative who handled the call, sensed it was more critical than it sounded.
”When you do the job for a while,” said Kimberly Kinnish, a 17-year Aetna veteran and Salter’s former supervisor, sometimes “you can tell just from the tone” that something is wrong.
That’s what Salter sensed, and so she worked urgently. She validated Joanna’s information. She said she’d get assistance from Aetna’s pharmacy area. And she was getting ready to call the pharmacy herself when Joanna suddenly told her something else.
Joanna told Salter that she couldn’t breathe.
As a company built on customer service, Aetna has pushed the limits of traditional service boundaries to make sure we give members a better experience. We call it Service Without Borders—the message from Aetna to our employees that they are empowered to do what they need to do to take care of our members, even if it doesn’t officially fall under their job description.
Service Without Borders is just one prominent piece of Aetna’s larger mission to think beyond the traditional boundaries of health care, looking at all the factors that affect a person’s health, like transportation and housing and nutrition. Other pieces—Resources For Living®, multidisciplinary care teams, Healthy Community grants—follow the same path. They’re not just programs; they’re statements of our commitment to put our members at the center of everything we do. We want to understand them, understand how and where they live, understand how to address their holistic well-being. We want to make sure we invest as much time and effort into keeping them healthy as we do in helping them access quality care when they’re sick.
Aetna’s customer service representatives take the mission seriously.