Patient Advocate Foundation, Aetna Offer Program to Help Members Navigate the Most Complex Access

HARTFORD, Conn. & HAMPTON, Va. Patient Advocate Foundation (PAF) and Aetna  announced today a joint effort to help members navigate the sometimes unavoidable complexities of the health care system. Personalized information and resources offered through the Aetna Clinical Appeals Care Line help members with complicated health care cases and, most importantly, get them needed care.
The Care Line is part of Aetna's commitment to give members support, when they need it, to make confident choices and live a healthier life.
We are proud that nearly 92 percent of our group medical members are satisfied with the service they get from Aetna. But sometimes they need financial support and assistance to supplement what their health plan covers, said James D. Cross, M.D., Aetna's head of National Medical Policy and Operations. We are glad to offer a resource that helps members maximize their coverage, connect to community support and make informed health care decisions.
Aetna members who may benefit from the services are referred as part of Aetnas appeals process. Members can access PAF through the Care Line. This dedicated phone line is staffed by professional case managers from PAFs Mission Delivery team. They use their knowledge of coverage issues, health care resources and clinical experience to independently find solutions when members face challenges. Their patient-focused approach assists members with:
Research and resolution of claims pending coverage
Screening and enrollment for Medicare, Medicaid and Disability
Referrals to local, state or federal resources
We are pleased to help Aetna members when potential barriers to the health care system can't be overcome through a health plan alone, said Beth Patterson, PAFs president of Mission Delivery.
Aetna and PAF began working together last year. Their relationship has benefitted members by making health care easier to understand, access and navigate.
Aetna members now have another dedicated support team for clinically complex issues. They will appreciate the attention, expertise and guidance of PAF, said PAF Founder and CEO Nancy Davenport-Ennis.
About Patient Advocate Foundation (PAF)
PAF is a national non-profit organization, established in 1996, that seeks to safeguard patients through effective mediation assuring access to care, maintenance of employment and preservation of financial stability relative to their diagnosis of chronic, life threatening or debilitating disease. Patient Advocate Foundation has been consistently rated as a 4-star exceptional charity by Charity Navigator, the foremost independent evaluator of charities in the United States. For more information about Patient Advocate Foundation, please visit