Overview

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

As part of customer care operations, agents receive calls from customers. Agents then need to search for member details across multiple applications (CBAS, HAS, FDR) and save the call notes in the applications.

This involved swivel chair operations, leading to increased processing time and chances of error.

Solution

AssistEdge Engage provided one-click search automation across all applications. The dashboard displayed FLEX/HSA account details as required. The solution allowed CSRs to execute automation rapidly to process multiple accounts.

Outcome

Saved agent time and helps increase workforce productivity

Helped reduce the time to service customers

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