Byline: Tom Grote
Driven by expectations for retail-like interactions, consumers are often frustrated by the complexity associated with choosing, accessing and paying for health care services. Why has health care lagged so far behind other industries? One of the big reasons is the system that places insurance companies and health systems at odds. This lack of collaboration creates significant barriers to improving the care journey for consumers. For example, consumers may not understand how much a service will cost them in advance and then receive multiple bills from care providers and a separate explanation of benefits from their insurer. It is no surprise that most people are overwhelmed by their health care experience.
One of these programs, “frictionless billing,” addresses a common issue among our members—confusion about billing and coverage information. The health care billing process is often stressful and difficult for our members to understand. To make it easier, we combine billing from Banner Health’s physicians and hospitals along with an explanation of benefits for their insurance coverage in an all-in-one statement. This is especially important during hospital stays, when surgeons, doctors and the facility itself may all bill separately. When using Banner Health facilities and doctors, this consolidation gives members a clearer picture of costs and coverage so they can easily see what was billed, what they’ve paid, what Banner|Aetna paid and what they still owe. Members are also kept in the loop about their billing and claim payment status by our new automated updates, which notify members about their bill as it moves through the creation, submission and payment process. And should members have questions about their streamlined statement, we trained a support team with insight into both care delivery and insurance questions—so whether it is an insurance or provider-related billing question, members can get their questions answered easily in a single phone call. This innovation is only possible because of the unique relationship between Banner Health and Aetna within this joint venture model.
Simplifying the billing experience isn’t the only way Banner|Aetna is making the member health care experience better. When the COVID-19 pandemic first started, we recognized that our members with chronic conditions were at risk of delaying care. We tapped CVS pharmacists to reach out and encourage them to schedule their regular appointments, which allowed us to quickly close that gap. In fact, because of their size, joint ventures are often able to rapidly implement new strategies to improve care for members. For instance, at Banner|Aetna, we adopted 98point6, a virtual care solution that connects members to primary care from board-certified doctors at no cost, anywhere, anytime. We also partner with Virta Health, which has helped our members manage their Type 2 diabetes without surgery or medications.
Despite complexity of the health care system, the joint venture model is showing that a better consumer experience can be achieved when incentives are aligned.
For more information about Banner|Aetna or to learn about how collaboration is the key to a better member experience, visit BannerAetna.com.
98point6 is a registered trademark of 98point6 Inc. Access to 98point6 is not included in all plans.
Banner|Aetna is the brand name for products and services provided by Banner Health and Aetna Health Insurance Company and Banner Health and Aetna Health Plan Inc. Health benefit and health insurance plans are offered and/or insured by Banner Health and Aetna Health Insurance Company and/or Banner Health and Aetna Health Plan Inc. (Banner|Aetna). Each insurer has sole financial responsibility for its own products. Banner Health and Aetna Health Insurance Company and Banner Health and Aetna Health Plan Inc. are affiliates of Banner Health and of Aetna Life Insurance Company and its affiliates (Aetna). Aetna and Banner Health provide certain management services to Banner|Aetna.