Welcome to Aetna International - How to get the most from your Aetna International benefits - Grainger Total ...

Page created by Albert Murray
 
CONTINUE READING
Welcome to Aetna International - How to get the most from your Aetna International benefits - Grainger Total ...
Welcome to
Aetna
International
How to get the most from
your Aetna International
benefits
Welcome to Aetna International - How to get the most from your Aetna International benefits - Grainger Total ...
Welcome to Aetna International
     Now let’s get you up and running

           Understanding               Care anytime, anywhere              There when you                     Explore your
           your plan                                                       need us                            member website
                                       Helping you achieve better health
                                       with the tools and resources you
           Helpful information about                                       Contact information and services   Understand your personalized
                                       need to be well
           your plan and where to go                                       available through our member       member website that’s fast and
           for care                                                        services team                      easy to use on any device

       2      ©2020 Aetna Inc.

Proprietary
Welcome to Aetna International - How to get the most from your Aetna International benefits - Grainger Total ...
Understanding how your
                                       plan works

       3      ©2020 Aetna Inc.

Proprietary
Welcome to Aetna International - How to get the most from your Aetna International benefits - Grainger Total ...
Your Member ID card
      To-dos
                                              Your member ID
      •        Keep an eye out for your                number
               ID card; It will be coming     Use when seeking
               in the mail                  care and registering
                                                          online

      •        Always keep your ID card
               with you so you have it
               when you need it
                                                        Member Service
      •        Present your ID card                       Center phone
               every time you receive                           number
               care                                          If you have
                                                               questions

       4      ©2020 Aetna Inc.

Proprietary
Welcome to Aetna International - How to get the most from your Aetna International benefits - Grainger Total ...
How your plan works

      Your options               Pick your provider             How it works
      Outside the U.S.           Go to any provider.            We recommend using a provider in our direct settlement. Here’s why:
                                 No referrals required.         • We have established arrangements with about 165,000 health care providers outside the United
                                                                  States to be part of our network
                                                                • Lower out of pocket costs at the point of service
                                                                • Bill is submitted directly to us, so you don’t need to pay the full bill upfront
                                                                • Faster claim submissions
                                                                • Additional reimbursement and prepayment choices
                                                                • Letter of Authorization (LOA) documents sent directly to the treatment facility
                                                                If you choose to go outside of direct settlement for care, you’ll have to pay for the charges and
                                                                submit the claim.
      U.S. – In network          Go to any provider             Your network doctor will:
                                 in the network.                • Provide care
                                 No referrals required.         • Get approval from us before giving you certain services*
                                                                • File claims for you
                                 Health care
                                                                You may pay a portion of your doctor’s charges. This could be in the form of a copay (a fixed
                                 providers contract with
                                                                amount) or coinsurance (a percentage)
                                 Aetna to offer rates that
                                 are often much lower than      This option typically costs you less.
                                 their regular fees.

      U.S. – Out of              Visit any licensed providers   You may have to:
      network                    without a referral.            • Get approval from Aetna before receiving certain services*
                                                                • Pay the full amount at the time of service
                                                                • File your own claims
                                                                We will process your claim and reimburse you based on your employer’s specific plan and benefits
                                                                details. For example, if you have not met your deductible yet, that will be subtracted from your
                                                                reimbursement amount. As will any copay or coinsurance you owe.
                                                                Note: Your out-of-network deductible is usually higher than the deductible you need to pay when
                                                                you see a network doctor. Check your plan documents for your plan’s details.
                                                                This option typically costs you more.

       5      ©2020 Aetna Inc.

Proprietary
Welcome to Aetna International - How to get the most from your Aetna International benefits - Grainger Total ...
How to see a provider
    outside of the U.S.

      1. Find a direct settlement provider:
      • Online: Log in to your secure member website at
        AetnaInternational.com. Click on ‘Find health care’ and
        enter your location.
      • Mobile App: Search “Aetna International” in the App Store or
        Google Play store. If you haven’t already registered for Health
        Hub, you’ll need to do that before you can use the
        International Mobile Assistant app.
      • You can also call us for help by using the number on the
        back of your Member ID card.
      2. Schedule an appointment, identifying yourself
      or your family member as an Aetna member.
      3. Notify us by requesting a letter of authorization
      (LOA)
      • Submitting your request online
      • Or calling the number on the back of your Member ID card.

      4. Show your Aetna Member ID card when you go
      to your appointment.

       6      ©2020 Aetna Inc.

Proprietary
Welcome to Aetna International - How to get the most from your Aetna International benefits - Grainger Total ...
How to see a U.S. network
    participating provider

      1. Log in to your secure member website at
      AetnaInternational.com

      • Choose ‘Find health care’
      • Select U.S. as country
      • You will be directed to aetna.com.
        From there, enter the type of provider
        and preferred location
      • Refine your search using the available parameters.

      2. Schedule an appointment, identifying yourself or
      your family member as an Aetna member.

      3. Show your Aetna Member ID card when you go
      to your appointment.

       7      ©2020 Aetna Inc.

Proprietary
Welcome to Aetna International - How to get the most from your Aetna International benefits - Grainger Total ...
Care anytime, any where

       8      ©2020 Aetna Inc.

Proprietary
Welcome to Aetna International - How to get the most from your Aetna International benefits - Grainger Total ...
How International Care
   Management can help you

                           Combining acute and chronic support with integrated utilization management
                  Global assistance for major health events, personalized, contextualized outreach through Aetna channels,
                                        24-hour nurse line, health coaching and educational support

                                                                                              Culturally
                                                                  Chronic
             Pre-trip                                                                         sensitive     Emergency
                                                 One-on-one      condition     Group                                       Maternity
            and post-            24/7 clinical                                                  case        and medical
                                                   nurse        support for   wellness                                    managemen
           assignment              support                                                   managers &      evacuation
            planning                              support           any       webinars*                                       t
                                                                                             multilingual     services
                                                                 condition
                                                                                              support

                                                        All included in your medical plans

       *Our CARE Team wellness webinars are available upon request.

       9      ©2020 Aetna Inc.

Proprietary
Welcome to Aetna International - How to get the most from your Aetna International benefits - Grainger Total ...
All around peace of mind
       from CARE Team support
       Our comprehensive health and wellness benefits
       go well beyond typical travel insurance.
       For instance, our CARE team of clinical professionals
       located across the globe offers:

                                                        Behavioral
                  Registered                              health
                   nurses                                specialist

                                    Outreach
                                by our highly skilled
                               CARE team in the way
     Doctors                     members want to                      Health
                                   work with us                       coach

                                                         Virtual
                   Medical                              support
                   director

       10 ©2020 Aetna Inc.
Proprietary
Introducing Aetna
              Well-being
              As an industry leading health and wellness benefits
              partner committed to helping people balance the
              demands of work, life and personal issues, we want to
              help our global members on their personal path to
              achieving balance.

              That’s why we’re introducing a refreshed,
              comprehensive menu of well-being resources — all
              available as part of the health benefits our members
              already have with us.

              •   Easier member access, navigation and signposting

              •   New member offers for self-help

              •   New EAP services - Life Coaching and Digital
                  Counselling

              •   Integration of great content, resources and guides

       11 ©2020 Aetna Inc.
Proprietary
A new way to navigate well-
     being on your member website
      Aetna Well-being offers our members a faster, easier way to
      access our well-being resources, which are arranged in four
      easy-to-navigate categories.                                           Tools and resources
                Mind — Support for mental                                    to help you reach
                                                                             your best health
                health and emotional well-being
                through apps like Wysa,                             You can choose from our
                myStrength or Pzizz                                 comprehensive
                                                                    well-being resources to fit your
                 S                                                  needs and circumstances.
                Body — Resources to help
                maintain physical health through
                apps like ClassPass or Kaia S
                                                                    Choose from:
                 S
                                                                    Online self-help resources that
                Living and Working abroad —                         allow you to achieve your goals at
                Help making informed decisions                      your own pace
                while adjusting to a new working
                                                                    Professional support that’s highly-
                environment and living in away                      personalised and confidential
                from home
                 S
                                                                    Our well-being resources are
                Member offers — Specially                           arranged in three easy-to-navigate
                selected offers on great health                     categories: Mind, Body, Living and
                and wellness apps and services                      Working Abroad

       12 ©2020 Aetna Inc.
Proprietary
Wysa – brought to you by Aetna
     Based on 2020 Wysa success, we’re                                  We listened to you
     continuing to make Wysa available                                  We are launching exciting new
     in 2021                                                            developments in 2021, including more
                                                                        mental health support for adolescents and
     •        In-app buddy support plus their                           new features on sleep, stress tests and
              premium digital self-help packs entirely                  voice recognition services.
              free for you                                                     Downloads
     •        Includes a free initial coaching session                         Over 1100 users downloaded and
              with                                                             activated Wysa since launching in
              30 days of free coach text follow up and                         April.
              journaling support
     •        Self-pay onward coaching available at                            Audience
              $40 for 4 sessions in 30 days, inc. 30 day                       70% of our members have
                                                                               downloaded
              follow-up and journaling - special price
                                                                               Feedback
                                                                               95% positive feedback on
                                                                               coaching and 88% on AI chatbot

                                                                               Success
                                                                               39% of users initiate at least 3
              * Note: Available in English only for 18+ years of age.          sessions with Wysa
              Not available in China at this time.

         13 ©2020 Aetna Inc.
Proprietary
Take a look at the new way to navigate your
                                  well-being benefits

       14 ©2020 Aetna Inc.
Proprietary
Prepared for the unexpected
       Emergency Assistance Services

         In the event of a medical emergency, our CARE
         team of medical directors, clinicians, care
         managers and operations experts support you by:

               Quickly communicating with their doctors to determine
               best treatment options

               Helping them make informed decisions about care options

               Arranging the best available care to help ensure the
               best possible health outcomes
                                                                         90%

       15 ©2020 Aetna Inc.
Proprietary
How our medical evacuation process works

                             1                                  2                                                            3

       Aetna is notified that               The CARE team conducts a        The CARE team
       care is needed and                   place of safety assessment      monitors the
       not available locally.               and works with the treating     patient throughout
                                            doctor and patient to arrange   the transfer.
                                            for an evacuation to the
                                            closest capable facility.

                             5                                                         4
                                                                                                 The CARE team manages
                                 The CARE team                                                   the hospitalisation until
                                 arranges the safe                                               the patient is fit for
                                 return of the patient.                                          discharge.

       16 ©2020 Aetna Inc.
Proprietary
There when you need us

       17 ©2020 Aetna Inc.
Proprietary
When will you hear from us?
       Here’s a preview of some of the member materials that you will receive from Aetna International
       to help your employees get up and running!

                      Welcome email            Your plan resources             Wellness resources

       18 ©2020 Aetna Inc.
Proprietary
When you need us
     Our International Member Service Centers
     can help!

                 Are available 24/7

                Can communicate in 240 languages

                Can be reached by phone, web chat,
                email or fax

                Have over 450 claims and call center
                staff around the world

                Resolved 96% of all member inquiries
                on the first call last year1

       19 ©2020 Aetna Inc.
Proprietary
Claims processing

    • Claim adjudication system experts
    • Translation services available in-house
    • Reimbursement options: Electronic Funds Transfer (EFT), wire and check
    • Reimbursement can be made in more than 170 currencies
    • Aetna International will not assess a member for any fees to process a wire
    • Reimbursement directly to any bank account, except for in sanctioned countries

  Submitting a claim
                             1                               2                                 3

                             Mail                              Online                           App
    • Submit claims by mail or online through the secure member website or Aetna International mobile app
    • Members can monitor claims status online once they have been given an Aetna International Member
      ID number.

       20 ©2020 Aetna Inc.
Proprietary
Contact information

                             Telephone inquiries:
                             800-231-7729 (Toll-Free from virtually anywhere in the world)
                             813-775-0190 (Direct dial and collect from outside U.S.)
                             E-mail Inquiries: aiservice@aetna.com

                             To submit claims by fax:
                             800-475-8751 (Toll-Free from virtually anywhere in the world)
                             859-425-3363 (Inside U.S.)

                             To submit claims by mail:
                             Aetna International/ Aetna
                             P.O. Box 981543
                             El Paso, TX 79998-1543, USA

       21 ©2020 Aetna Inc.
Proprietary
Getting to know your secure
                          member website
                             Learn how to register and login step by step

       22 ©2020 Aetna Inc.
Proprietary
Table of contents

         11.   Log in/Registration

         22.   Home page

         33.   Find health care

         44.   My claims

         55.   Health and wellness

         66.   My plan and me

         77.   Questions

       23 ©2020 Aetna Inc.
Proprietary
Log In/Registration

       Go to www.AetnaInternational.com, Click on
       “Log In/Register”

       24 ©2020 Aetna Inc.
Proprietary
Log In/Registration

                                              If you are an
                                              existing member,
                                              enter your
                                              username or email
                                              and password
                                              details in the boxes
                                              provided.

    If you are a new member or have not yet
    registered, please click the “Register”
    button and follow the instructions.

       25 ©2020 Aetna Inc.
Proprietary
Registration (continued)

   To create an account you
   will need to share some
   personal information.
   1. Enter you first and last
        name                         1
   2. Type in the day,
        month and year you
        were born
   3. Select “Aetna
        International Plan
        Member”
                                     2
   4. Enter your Member ID
   5. Read and Check “I
        accept the terms &           3
        conditions”
   6. Click “Get Started”
                                     4
                                 5
       26 ©2020 Aetna Inc.
Proprietary
                                     6
Create login – all members

       1.     Please fill in your personal       1
              email, then repeat to
              confirm
       2.     Create a unique
              username                           2
       3.     Create a password for
              account
       4.     Repeat that password to
              confirm account
              password                           3
       5.     Select security question
              from the dropdown with a
              memorable answer                   4
              unique to you
       6.     Click “Continue”

                                             5
       27 ©2020 Aetna Inc.
Proprietary
                                                 6
Confirm preferences

                                                       1

                                                       2
       1.     Select your country from the
              dropdown
       2.     Select preferred language from the       3
              dropdown
       3.     Select country of citizenship from   4
              dropdown
       4.     Click “Register”

       28 ©2020 Aetna Inc.
Proprietary
Resources available online
                             Learn more about our virtual support available
                                         inside of Health Hub

       29 ©2020 Aetna Inc.
Proprietary
Home page

                                 Main navigation located at the top of the page.

       Regionalized content
       banners display content
       and information based
       on member’s region.

       Task-driven navigation
       centered around a
       regionalized image.

       30 ©2020 Aetna Inc.
Proprietary
Find health care – Care outside the U.S.

       Search our international
       doctor and direct
       settlement directory to
       find providers from
       Australia to Zimbabwe.

                             Helpful tips and overview simplifies the process.

       31 ©2020 Aetna Inc.
Proprietary
Find health care – Care within the U.S.

       If you are located in the
       U.S. and choose “United
       States of America” in the
       country field, upon
       searching you will be
       forwarded to aetna.com
       to find U.S. provider.

       32 ©2020 Aetna Inc.
Proprietary
Find health care – Print/save your own directory

       Click “Print
       results” to                           The results can be printed or
       create a                              downloaded/saved to your
       PDF of the                            computer or device.
       full results.

       33 ©2020 Aetna Inc.
Proprietary
Find health care

       Results
       displayed with
       the option to
       expand and view
       more details.

       Request direct
       settlement            You can show or
       directly from         hide advanced
       result.               filtering options.
                             They include
                             provider name,
                             specialty, facility
                             or tier.

       34 ©2020 Aetna Inc.
Proprietary
My claims

                                                   You can view the status of your
                                                   claims and your Explanation of
                                                   Benefits by visiting aetna.com.
                                 Go to aetna.com

       Filter your claims by member
       name, provider name, etc.

       35 ©2020 Aetna Inc.
Proprietary
My claims

    The claims submission process
    is simpler and consolidated
    into one experience:

       1       Patient details

       2      Claim details

       3      Payment details

       4      Upload your documents

       5      Confirmation!

       36 ©2020 Aetna Inc.
Proprietary
A new way to navigate well-being

    Aetna Well-being offers our members a faster,
    easier way to access our well-being resources,
    which are arranged in four easy-to-navigate
    categories.

         Mind — Support for emotional
         well-being

         Body — Resources to help maintain physical
         health

         Living and Working abroad — Help
         making informed decisions while adjusting to
         a new working environment and living in away
         from home

         Member offers — Specially selected offers
         on great health and wellness apps and
         services

       37 ©2020 Aetna Inc.
Proprietary
My plan and me

       Members have
       in-depth information
       about their plan
       and member details.

                                1       2 Member      3              4
                              Manage     details      View     Repeat repayment
                              consent              documents        details

       38 ©2020 Aetna Inc.
Proprietary
My plan and me

       “View ID cards” will
       take you to
       Aetna.com where
       you can view and
       print your ID cards.

       In your plan
       documents section,
       you can find member
       kit materials and
       other relevant plan
       information.

       39 ©2020 Aetna Inc.
Proprietary
Questions

       Get answers to our
       most frequently asked
       questions here.

       If you can’t find what
       you need, we’re
       available 24/7.

       Use the contact
       information to call us
       or send us a message
       via a web form.

       40 ©2020 Aetna Inc.
Proprietary
Aetna.com

    Within the new Aetna
    International Health Hub,
    you will be directed to
    Aetna.com for certain
    tasks and features.

    These include printing
    temporary Member ID
    cards, viewing a claim
    status and locating
    providers inside the
    United States.

                                Go to AetnaInternational.com to locate providers and facilities
                                OUTSIDE the United States.

       41 ©2020 Aetna Inc.
Proprietary
Aetna.com– Member ID cards

       View or print your
       Member ID card

       42 ©2020 Aetna Inc.
Proprietary
Aetna.com– U.S. Provider search

    Search for doctors inside
    the U.S. based on:
    • Name
    • Specialty
    • Language
    • Gender
    • Hospital affiliation
    • Individual/Group PIN

    Includes information
    about virtual care by
    using Teladoc inside the
    U.S.

       43 ©2020 Aetna Inc.
Proprietary
Aetna.com– U.S. Provider search

    Search for doctors inside
    the U.S. based on:
    • Name
    • Specialty
    • Language
    • Gender
    • Hospital affiliation
    • Individual/Group PIN

       44 ©2020 Aetna Inc.
Proprietary
Aetna.com– Claims
                             Once a member has
                             submitted a claim on
                             Health Hub, he or she
                             will be able to view
                             and track the status
                             on aetna.com.

       45 ©2020 Aetna Inc.
Proprietary
Thank you
You can also read