Aetna Inc. (Aetna) is a US-based health insurance company, which offers health insurance plans and services, including medical, pharmaceutical and dental plans, Medicare plans, Medicaid services, Behavioral health programs, and Medical management.

Opportunity

The agents receive calls from customers. The agent then searches the member details in multiple applications (CBAS, HAS, FDR), and saves the call notes in the applications.

Since all the search and updates are done manually, there are chances of incorrect data being updated due to human error. It also involves updating multiple applications, which is time-consuming and tedious.

Solution

With AssistEdge Engage, one-click search automation across multiple applications (CBAS, HSA & FDR) was possible. The SUE dashboard required account details to display FLEX/HAS. AssistEdge Engage allowed the customer service representative to execute the automation rapidly to process multiple accounts.

Outcome

Saved the customer service representative’s time to search the member manually in multiple applications
Helped the customer service representative to process customer’s request rapidly, thus increasing productivity

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