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Know what they owe: Frictionless Billing makes understanding medical billing easier for members

By: Joanne Mizell

Whether they are preparing for a hospitalization or recovering from a complicated health event, consumers often have a difficult time understanding their insurance coverage and medical billing. To help improve the billing and payment experience for members, Banner|Aetna just launched the frictionless billing initiative which combines insurance information with billing data from Banner Health’s physicians and hospitals in an all-in-one statement. The statement gives a clear picture of costs and coverage and can be accessed through the secure Banner|Aetna member portal or by email or mail.

Consolidating the information from doctors, facilities, and other care providers who may all bill separately for services makes it easier for members to see what was billed, what they’ve paid, what Banner|Aetna paid, and what they still owe. By adding the insurance Explanation of Benefits (EOB) details with this medical billing information, members can see the full picture of their costs and coverage all in one place. This feature is only possible because of the unique relationship between Banner Health and Banner|Aetna as a joint venture, which brings together the people who provide care with those who help pay for it.

Other enhanced features also remove the “surprises” from the medical billing process. These include automated payment status updates, which keep members up to date as their claim moves through processing. Members are sent email notifications when the bill is ready, if the bill is delayed, and when insurance payment is complete. Banner|Aetna members can also count on dedicated customer service support, provided by Banner Health, for any billing and payment questions, regardless of whether it’s an insurance or provider related inquiry. The new integrated customer service line assists with all billing questions directly, eliminating the need for the member to go back and forth between the insurance company and providers to navigate their medical bills.

Frictionless billing is just one of the efforts focused on how to make understanding medical billing and complex health insurance information easier for members. A federal bill called the “No Surprises Act” went into effect at the start of 2022 and in Arizona, there are also laws in place to prevent surprise billing and provide dispute resolution for patients. Health insurers also need to do what they can to ease these burdens, but only joint ventures like Banner|Aetna are in a position to truly integrate provider billing and insurance information in one place.

Read more about the Banner|Aetna’s frictionless billing announcement. Or if you’re interested in learning more about our coverage, visit our Employer or Individual coverage information here.

Transforming health care, together

Banner|Aetna aims to offer access to more efficient and effective member care at a more affordable cost. We join the right medical professionals with the right technology, so members benefit from quality, personalized health care designed to help them reach their health ambitions.

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What's New

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.