As technology has evolved, how have you made your Web site more user friendly for customers to do business with you?
At the core of our online member tools is Aetna Navigator — our secure member self-service Web site — where members can access information about their health benefits plan, claims information, physician and hospital comparison tools, actual negotiated rate comparisons for services and procedures, and much more. All of Aetna’s health plan members can register with Aetna Navigator (www.aetnanavigator.com) for convenient 24/7 access to these tools, giving members the power to manage self-service transactions and access in-depth health content and medical care support.
Aetna also offers a variety of ways for physicians and customers such as employers and brokers/consultants to interact with us electronically. For example, in 2007, Aetna launched a new secure provider Web site via NaviNet that offers medical providers and their office staff easy, one-stop access to most major payers and select regional carriers, improved security options and electronic administrative transaction capabilities.
How has Web-based communications changed the way you communicate with your employees?
AetNet, Aetna’s intranet site, is a daily e-newspaper for Aetna employees to stay current on company news, individual business initiatives, news stories about the health care industry and a variety of other content that is refreshed on a daily basis. Other Web-based intranet sites, such as Working At Aetna and Managing At Aetna, present employees and managers with the information they need to maximize their benefits, take advantage of various financial and wellness incentive programs and learn how to manage their careers at Aetna. In addition, Aetna uses a number of social media such as blogs and wikis to communicate and share information with employees.
What is the Web technology level of expectation of your customers or clients and how have you met them?
This year’s most notable additions and updates to Aetna’s powerful member tools and applications include:
Aetna SmartSource, Aetna’s personalized health and health benefits search engine;
Online plan guides;
Health information guide;
Claims information guide;
Enhanced online member tools, such as the personal health record, DocFind, and cost of care applications;
Interactive tools aimed at educating members on plans and benefits as well as claims and explanation of benefits.
Is e-advertising something you presently use for your business or see your company using in the future?
Aetna is an active user of electronic advertising and search word marketing including banner ads, e-newsletters, e-mails and Web site sponsorships. In addition, the company uses flash and rich media technologies and develops unique landing pages and site lets to connect viewers to relevant content.
Do you blog or use any social networking sites (Facebook, MySpace, Twitter, LinkedIn, etc.) presently, and do you see any useful business applications for your company?
We see many useful applications and are currently assessing the social networking space in relation to our business.
Company name: Aetna
Industry: Insurance
Web Site: www.aetna.com
