Aetna Earns J.D. Power and Associates 2010 Call Center Certification

Dec 16 2010
Dateline City:

Aetna’s Concierge Customer Service Call Center Recognized Two Years in a Row for Providing ‘An Outstanding Customer Service Experience’

HARTFORD, Conn.–(BUSINESS WIRE)–Aetna (NYSE: AET) has been recognized for the second straight year by J.D. Power and Associates for providing “An Outstanding Customer Service Experience” through its concierge customer service call center. Following a rigorous audit and random survey of Aetna customers, J.D. Power and Associates certified the Aetna call center in High Point, NC, under the J.D. Power and Associates 2010 Call Center Certification ProgramSM.

“The J.D. Power and Associates certification continues to demonstrate our leading work in providing our customers with innovative, high quality service,” said Frank Cobbin, senior vice president of Service Operations for Aetna.

Members serviced in Aetna’s concierge call center are supported by a health concierge. The health concierge is a knowledgeable advocate for members, proactively offering suggestions and connections to additional resources to help members get the most from their benefits. In partnership with a clinical team, the health concierge can bring in a nurse care advocate who can offer health programs such as disease management, and coordinate clinical support and care for members to help them achieve better health.

This concierge customer service is a fundamental component of Aetna OneSM Premier, Aetna’s integrated health and productivity program. In addition to the concierge service, a dedicated Aetna OneSM specialist team includes experts in disability, behavioral health, EAP, disability and disease management that collaborate to coordinate care and maximize health and productivity outcomes for Aetna members.

“Our single-point-of-contact, concierge approach is well-received by members for the simplicity of service, and by employers who are seeing higher levels of member engagement in their employees’ health,” said Patricia Farrell, Aetna’s senior vice president of National, Government and Specialty Product businesses.

More than 720,000 Aetna members are serviced under the concierge service model. Of those, nearly 430,000 are serviced by the Aetna call center in High Point, NC.

J.D. Power and Associates noted, “By achieving certification, Aetna has demonstrated its commitment to deliver high-quality service to customers contacting its call center.”

Aetna’s values-driven culture, extensive training, engaged leaders and technology help to create a top-performing customer service organization.

About J.D. Power and Associates

Headquartered in Westlake Village, Calif., J.D. Power and Associates is a global marketing information services company operating in key business sectors including market research, forecasting, performance improvement, Web intelligence and customer satisfaction. The company’s quality and satisfaction measurements are based on responses from millions of consumers annually. For J.D. Power and Associates 2010 Call Center Certification ProgramSM information, visit

About Aetna

Aetna is one of the nation’s leading diversified health care benefits companies, serving approximately 35.4 million people with information and resources to help them make better informed decisions about their health care. Aetna offers a broad range of traditional and consumer-directed health insurance products and related services, including medical, pharmacy, dental, behavioral health, group life and disability plans, and medical management capabilities and health care management services for Medicaid plans. Our customers include employer groups, individuals, college students, part-time and hourly workers, health plans, governmental units, government-sponsored plans, labor groups and expatriates. For more information, see To learn more about Aetna’s innovative online tools, visit



Sherry Sanderford, 904-351-4592

Ticker Slug: