Stay connected to your care management team with digital tools

Your Aetna® team is here to help you get the care and support you need, when you need it. Today’s technology makes it easier than ever to stay connected with your health care plan and providers. Tools like patient portals and telehealth visits help you manage your care from home or on the go. It’s a convenient way to stay informed, save time and feel more confident about your health.

Use this guide to learn about each tool, how to use them to stay connected and how they work together.

1. Secure member website: Your health care home base 

When you log in to your secure member website, you’ll see a personal view of your Aetna plan. You can talk to an Aetna representative with the click of a button. Explore these site features to get the most from your plan: 

• Send and receive messages: Look along the top of the site for your Inbox and notifications.

• Find answers: Type in a question about a procedure, medication or your plan. Or just type your symptoms into the search bar at the top of the site. You’ll get personalized answers, easy-to-understand information and recommended providers. 

• Follow along: When you're on the phone with an Aetna team member, log in so you can look at the same information together.   

• Prep for a visit: Review past claims or plan documents, so you know what’s covered and can ask questions. 

• Review after a visit: Check claim status to see what your plan paid and what you may owe.

2. Aetna Health app: Stay connected on the go

The Aetna Health℠ app has the same tools and messaging functions as the website, but sometimes it's easier to navigate from a phone or tablet. That means you can stay connected to provider offices and pharmacies from wherever you are. Download the app and sign in using your online log in and password, or create a new account from the app.

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3. Your patient portal: Talk directly with providers

Many clinics and hospitals use an online patient portal. This is your digital medical file. It keeps medications, test results, upcoming appointments and visit summaries all in one place. While the Aetna secure member website and app connect you to Aetna team members, this is where you can talk with your health care provider. Here’s how to use your patient portal to stay in touch: 

• Send your provider non-urgent questions or updates about symptoms

• Request prescription refills and appointments

• Check test results and read provider notes and instructions

Need a nurse? 

Call our 24-Hour Nurse Line* at 1-855-493-7019 (TTY: 711) to speak with a registered nurse, 24 hours a day, 7 days a week. If it’s an emergency, dial 911. 

*While only your doctor can diagnose, prescribe or give medical advice, the 24-Hour Nurse Line can provide information on a variety of health topics.

4. Telehealth visits: Care without travel

Telehealth appointments let you meet with a participating network provider by phone or video for minor health concerns. These might include cold and flu symptoms, seasonal allergies, insect bites and medication refills. Telehealth visits are especially useful when: 

• You don’t feel well enough to leave home
• You live far from your provider
• You need a quick follow-up or progress check-in

Before your visit, write down questions and have your list of medications handy. This list is available in your patient portal. 

3 tips for staying connected

1. Start small: You don’t have to use every tool all at once. Start with one, like your secure member website, and work toward more.

2. Review and update contact information: Make sure your Aetna team and health care providers can reach you by phone, mail, email or text.

3. Share your preferences: Tell your Aetna team and health care providers how you want to communicate. It can be by phone, portal message or app. Then they can meet you where you’re most comfortable.

How to navigate sensitive conversations

We know certain topics are hard to talk about. But your Aetna team and health care providers have experience with sensitive discussions like bowel changes, substance use, money troubles and more. They’re there to help, not judge. And the more open you are, the more helpful the support can be. So try the tips below. 

• Be honest. You can say, “I’d like to talk about something important to my health,” or “I have a question about something I’ve been experiencing.” Then share what’s on your mind.
• Bring a support person. Ask a trusted family member or friend to join you whether in person or by phone.
• Ask until you understand. Use questions like, “What does that mean for me?” or “Can you say that in a different way?”
• Send a message. If you're not comfortable talking about a topic in person, send a secure portal message to your health care provider or Aetna team member.

See Evidence of Coverage for a complete description of plan benefits, exclusions, limitations and conditions of coverage. Plan features and availability may vary by service area. 

Participating health care providers are independent contractors and are neither agents nor employees of Aetna. The availability of any particular provider cannot be guaranteed, and provider network composition is subject to change. This material is for informational purposes only and is not medical advice. Health information programs provide general health information and are not a substitute for diagnosis or treatment by a physician or other health care professional. Contact a health care professional with any questions or concerns about specific health care needs. Providers are independent contractors and are not agents of Aetna. Provider participation may change without notice. Aetna is not a provider of health care services and, therefore, cannot guarantee any results or outcomes. The availability of any particular provider cannot be guaranteed and is subject to change. Information is believed to be accurate as of the production date; however, it is subject to change. For more information about Aetna plans, refer to our website. 

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