By Joanne Mizell

Health care needs to be fixed. At Banner|Aetna, we are committed to doing just that. I recently joined the Becker’s Healthcare Podcast to share my perspective on industry challenges and opportunities, plus give insight into several of the innovative health care solutions Banner|Aetna is working on to improve the member experience.

Evolving digital health

The extraordinary circumstances of the pandemic sped up the demand for an adoption of virtual and digital solutions, especially for behavioral and mental health. To support our members and provide convenient access to mental and emotional well-being services, without long wait times, Banner|Aetna offers over a dozen options for virtual care. This shift has opened doors to improve care access which is a significant step forward.

Streamlining prior authorization

As we work to deliver innovative health care solutions for members, improving health insurance prior authorization is also a focus. We are looking to simplify and possibly eliminate this process to ensure our members receive efficient and timely care. This commitment to innovation in health care administration is essential to our mission of improving the member experience. We are prioritizing investments that directly impact and alleviate the pain points of prior authorization for members. Considering the complexities of the industry, our efforts are geared towards making strategic investments that we anticipate will bring about not just short-term benefits, but also long-term, industry-wide improvements.

Revolutionizing the member experience

Another priority of ours is member onboarding. As members transition between health plans, it can be difficult for them to understand their coverage or know what to expect, especially when provider networks and RX coverage can vary between plans. At Banner|Aetna, our objective is to engage with new members proactively and ensure they are well-informed and prepared to navigate their health care, prior to accessing services. By testing outreach strategies and utilizing technology, like SMS for communications, we enhance member satisfaction and reduce frustration.

Innovative health care solutions fuel growth and retention

Looking to the future, we see retention as a key growth driver. By providing members with a hassle-free experience and fostering a reputation for convenience and efficiency, we expect to see sustainable growth. Continuing our close collaboration with health systems and partners, we aim to streamline processes even further, improving the member experience overall.

You can learn more about Banner|Aetna’s innovative health care solutions, like virtual diabetes reversal, frictionless billing and more, by exploring other articles, blogs and interviews.

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