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The Banner|Aetna Way

#1 NEVER FORGET WHY WE ARE HERE

Fix healthcare. The current path is unsustainable. Be courageous and drive the change our industry so desperately needs. Do it for our friends, families, and future generations. Solutions are in reach!

#2 FIND A WAY

Take personal responsibility for making things happen. Respond to every situation by looking for how we can do it, rather than accepting that it can’t be done. Be resourceful and show initiative. Don’t make excuses or wait for others to solve the problem. See issues through to their completion. Challenge and expect others throughout the organization to do the same.

#3 DISRUPT THE STATUS QUO

Regularly reevaluate every aspect of your work to find ways to improve.  Rethink and challenge processes that don’t deliver on the brand. Don’t be satisfied with the status quo. “Because we’ve always done it that way” is not a reason at Banner|Aetna. Guard against complacency. If it’s a piece of crap, speak up and change it.

#4 DRIVE INNOVATION

Take intelligent risks. Innovation, improvement, and success don’t come from playing it safe. They come from a thoughtful and intentional willingness to try the unconventional and to ask, “What if?” We’re a new company. Try a new way. Think differently. Create the future of healthcare.

#5 DELIVER LEGENDARY SERVICE

It’s all about the experience. With every experience, do the little things, as well as the big things, that surprise people. Make every interaction stand out for its helpfulness. Create the “WOW” factor that turns customers into raving fans. This includes both internal and external customers. Seize the opportunity to shine!

#6 PRACTICE COLLABORATIVE PROBLEM SOLVING

Demonstrate a relentless solution focus, rather than pointing fingers or dwelling on problems. Perform a “results autopsy” when things go wrong.  Get smarter with every mistake. Learn from every experience. Don’t blame the broker for the lost sale – or the provider for the termed contract – or the customer for not renewing – or your teammate for not following up.  Knowing the outcome, what could you have done differently to improve the result? Apply that learning and share with others.

#7 ASSUME POSITIVE INTENT

Work from the assumption that people are good, fair, and honest, and that the intent behind their actions is positive. Set aside your own judgments and preconceived notions. Give people the benefit of the doubt.

#8 BE PROACTIVE

Solve problems before they happen by thinking strategically, anticipating future issues, planning for contingencies, and addressing them in advance. Work with appropriate lead times. Preventing issues is always better than fixing them.

#9 FOSTER HEALTHY RELATIONSHIPS

Get to know your customers, partners, and co-workers on a more personal level. Treat everyone with the dignity and respect they deserve. Talk more and e-mail less. Understand what makes others tick and what’s important to them. Have each other’s backs. Strong relationships enable us to more successfully work through difficult issues and challenging times.

#10 BE CURIOUS

In the search for the best solutions, challenge and question what you don’t understand or doesn’t deliver on the Banner|Aetna brand. Don’t accept anything at “face value” if it doesn’t make sense to you. Be curious, ask thoughtful questions, and listen intently to the answers. Dig deeper to go beyond the expected. Ask the extra question.

#11 FOCUS ON YOUR CUSTOMER

In all situations, do what’s best for your customer, even if it’s to our own short-term detriment. Put their needs ahead of our own. There’s no greater way to build a reputation than to steadfastly do what’s right for others. Every day.

#12 CELEBRATE SUCCESS

Celebrate the many successes we have. Recognize people doing things right rather than pointing out when they do things wrong. Regularly extend meaningful acknowledgment and appreciation in all directions throughout our organization.

Health benefits and health insurance plans are offered, underwritten, and/or administered by Banner Health and Aetna Health Insurance Company and/or Banner Health and Aetna Health Plan Inc. (Banner|Aetna). Banner|Aetna is an affiliate of Banner Health and of Aetna Life Insurance Company and its affiliates (Aetna). Each insurer has sole financial responsibility for its own products. Aetna and Banner Health provide certain management services to Banner|Aetna. Aetna, CVS Pharmacy® and MinuteClinic, LLC (which either operates or provides certain management support services to MinuteClinic-branded walk-in clinics) are part of the CVS Health® family of companies.

On-Demand Virtual Care with 98point6 by Transcarent

Banner|Aetna offers access to 98point6 by Transcarent, a virtual care solution that enables members to connect to care anytime, anywhere via secure in-app messaging.

Treatment is provided by a U.S.-based care team, including board-certified doctors, who can diagnose and treat over 1,000 conditions, outline care options, prescribe* medication, and order labs or imaging when appropriate—all through the convenience of a mobile app.

Key Features:

  • Audio, video, and Spanish translation support available as needed
  • Access to care plans and lab results directly within the app
  • Referrals to in-network resources and specialists
  • Care is available in all 50 states and Washington D.C.
  • 24/7/365 access with an average wait time of under 2 minutes—no appointment required.

Available to enrolled Banner|Aetna members and covered dependents age 1+* in an eligible plan.

Cost: Low-to-no-cost per visit*, depending on plan details.

*FOR ENROLLED MEMBERS AND COVERED DEPENDENTS AGE 1+: 98point6 by Transcarent is available to members age 1-17 when an adult parent or guardian is also enrolled in the plan. Access to 98point6 by Transcarent is not included in all plans.

*FOR LOW-TO-NO-COST WITH 98POINT6 BY TRANSCARENT: Members enrolled in a health savings account (HSA) or qualified high-deductible health plan (HDHP) must pay the applicable cost-share for virtual care visit until their deductible is met, after which services will be provided at no cost-share. All other health plan members pay $0 per virtual care visit regardless of whether their deductible has been met. Please refer to your plan documents for your applicable cost-share amounts.

*FOR 98POINT6 BY TRANSCARENT PRESCRIBING: 98point6 by Transcarent providers do not prescribe controlled substances (such as opioids), lifestyle medications (such as Viagra and Propecia) or weight loss medications (Wegovy or Ozempic). 98point6 by Transcarent and Transcarent Clinic clinicians are independent contractors and are neither agents nor employees of Banner|Aetna or plans administered by Banner|Aetna, and does not guarantee that a prescription will be written. Transcarent Clinic providers will not prescribe DEA-controlled substances, non-therapeutic drugs and certain other drugs that may be harmful because of their potential for abuse. Clinicians reserve the right to deny care for potential misuse of services

This material is for information only. An application must be completed to obtain coverage. Rates and benefits vary by location. Providers are independent contractors and are not agents of Banner|Aetna. Provider participation may change without notice.

Health insurance plans contain exclusions and limitations.