Aetna 2002 Annual Report Download - page 11

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 
Clear and Simple
Aetna continues to develop innovative solutions to improve the efficiency of
the services we provide our members, plan sponsors, physicians and hospitals.
Improving our personal interactions is an element of the First Call Resolution™program. This program
measures our performance by the number of questions resolved, not just the number of calls answered.
We also are leveraging technology to enhance and simplify interactions and work more effectively
with members, doctors and hospitals. In , we rolled out the first and largest speech-recognition
application supporting the health benefits industry to date. Aetna Voice Advantage, a natural-voice-
recognition self-service system, allows members and participating physicians and hospitals to check claims
status and eligibility, request ID cards and complete many other transactions  hours a day, seven days
a week, using only their voices.
Through technological advances, we help physicians and hospitals focus on their key mission to pro-
vide safe, cost-effective, high-quality health care by establishing efficient processes and providing prompt,
accurate claims payments. E-Pay™is our innovative approach to faster, more accurate claim payment for all
Aetna health care products, as well as convenient electronic submission of referrals, when required. More
than , physicians are currently enrolled in this program.
All of these efforts center on supplying useful, clear information, paying claims correctly the first time
they’re filed and making it easier to do business with us — a companywide effort to create a service
culture committed to quality.