- Aetna Care Paths, a first-to-market care option available in the Aetna Health app, makes it easier and simpler for members to get the care they need
- AI enabled clinical solutions enhance the human touch, giving nurses 90 more minutes a day to spend with members
To make the health care system easier to navigate, Aetna, a CVS Health® company (NYSE: CVS), today announced the introduction of Aetna Care Paths and AI-driven programs as part of the company’s ongoing technology investment to improve the experience for medical professionals and their patients.
Aetna Care Paths is a new digital offering available to members through the Aetna Health app. This technology simplifies the member experience by giving clarity about procedures and benefits that may be encountered and personalized care recommendations, all in one convenient location. At the core of Aetna Care Paths is a US patent-pending technology that delivers personalized recommendations for programs that will support members on their healthcare journey.
With Aetna Care Paths, members with certain health conditions receive a personalized view of their relevant benefit information as well as a care team to support them throughout their journey. Through AI-powered technology, members will find personalized health and wellness programs tailored to their specific condition, as well as the opportunities to order care kits for additional support.
Aetna Care Paths is a marked shift from the transactional approach to health care taken by most insurance companies, to one that is journey-based and holistic.
“Aetna Care Paths are one example of CVS Health’s $20 billion multi-year digital investment in making health care simpler to navigate, a key aspect of Aetna’s strategy of leveraging technology to deliver a better experience for our members and providers,” said Nathan Frank, Senior Vice President and Chief Digital and Technology Officer at Aetna. “Leading-edge digital tools, including AI, support members at every stage of their health journey.”
Nearly half of active Aetna members turn to the app each month to understand their benefits, manage their health and search for health care providers. Aetna Care Paths is just one of many tools that members can access through the Aetna App. Recent updates to the app include:
- Schedule a vaccine: Members can view, and schedule recommended vaccines through their local CVS Pharmacy and MinuteClinic within minutes. They can also find other providers of their choice.
- Better visualize claims: A new “donut” chart clearly breaks down claim costs, helping members better understand what their plan covers and what they may owe.
- Chat for quick, accurate answers: By the end of July, members will quickly find the chat icon on the home screen and core landing pages to get help when they need it. This AI-powered chat provides immediate answers and integrates seamlessly with our call centers if a higher touch is needed.
- Find the best doctor: Aetna’s Smart Compare uses intelligent matching to offer members personalized provider recommendations with the highest likelihood of meeting their preferences and individual health needs.
- Advanced accessibility: A sleek, low-light dark mode interface improves accessibility and provides a more comfortable viewing experience for those who prefer a dark display – the first of its kind among leading health insurance apps.
Learn more about the Aetna Health app’s capabilities.
As we help members achieve their health goals more rapidly, we also save time for our colleagues. AI-driven clinical care summaries are a unique innovation aimed at giving nurses more time – as much as 90 minutes per day, or a full day per week – to engage and support members.
“We’re giving our nurses more quality time to connect with members, listen to their concerns and help them navigate their health journeys,” said Dr. Ben Kornitzer, Aetna’s Chief Medical Officer. “This could be a cancer patient, or a member recently diagnosed with heart disease, and that extra time in one-on-one conversations not only improves physical health outcomes but also supports our member’s mental well-being. Helping our members achieve their best health, is our number one priority.”
Other new Aetna technology solutions include:
- More Accurately Find Providers Accepting New Patients: Instead of only relying on information shared by providers, Aetna taps into our claims data to validate if a provider is accepting new patients.
- Personalized Cost Tracking: Offers members tools to track their in-network and out-of-network spending, monitor their deductibles, and easily access the claims associated with those costs, helping them better understand and manage their health care costs.
- Provider Bill Matching and Claims Submission: Allows members to digitally submit claims by snapping a photo of a provider bill, which AI automatically matches with existing claims, helping members understand what they may owe.