Field Sales Resource Guide

Transcription

Field Sales Resource Guide
AETNA MEDICARE BENEFITS
A E T N A E X T R A SSM P RO G R A M S
For the most up-to-date details please consult Aetna Navigator and/or plan documents
NOT FOR DISTRIBUTION TO MEDICARE BENEFICIARIES
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Contact phone numbers & websites
I M P O R TA N T P H O N E N U M B E R S & W E B S I T E S F O R A E T N A M E D I C A R E M E M B E R S
Aetna Medicare Benefits
Aetna Medicare Advantage
Member Services
• Fitness
1-800-282-5366
(TTY/TDD: 1-888-760-4748)
Available 8 AM to 8 PM, 7 days a week
• Hearing
• Vision
• Dental
• Rx Home Delivery
Aetna ExtrasSM Programs
• Disease Management
• Preventative Reminders
• Informed Health Line
• National Medical Excellence
• Personal Health Record
Discount Programs
• Books
• Hearing
• Fitness
• Natural Products & Services
• Vision
• Weight Management
• Dental
• Zagat
• At Home Products
Aetna Medicare Prescription Drug Plan
Member Services
1-877-238-6211
(TTY/TDD: 1-888-760-4748)
Aetna Rx Home Delivery®
1-866-612-3862
(TTY/TDD: 1-800-823-6373)
Medicare beneficiaries interested in learning
more about Aetna Medicare plans
can call 1-800-832-2640
(TTY/TDD: 1-888-760-4748)
Available 8 AM to 8 PM, 7 days a week.
www.aetnanavigator.com available
to Aetna Medicare members
•
•
•
•
Check claims status
Order an ID card
Maintain a Personal Health Record
Find information on discount products
and services
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www.aetnamedicare.com/member
• Savings tips for health expenses
• Content for Caregivers
• L earn how to get the most out of
Member benefits
• S ign up for e-delivery of regulatory
communications
•H
elp members find Abridged and
Comprehensive Formularies as well as
Prior Authorization and Step Criteria
www.aetnamedicaredocfind.com
• F ind PCPs, specialists, natural therapy,
hearing and vision discount providers.
www.intelihealth.com
•A
etna’s award-winning website for
up-to-date, trusted health information
that’s easy to understand.
www.aetna.com/individuals-familieshealth-insurance/sas/compassionate-care/
support-for-you.html
• Information on Compassionate Care Program
<< A E T N A M ED I C A R E B E N EF I T S >>
• Fitnes s
• H earing
• V ision
• D ent al
• R x H om e D eliver y
Market/Plan Specific – not available on all plans/product options
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A E T N A M E D I C A R E A D VA N TA G E F I T N E S S P R O G R A M ( F R E E F I T N E S S B E N E F I T )
Certain select Aetna Medicare Advantage Plans, include a free membership at a local fitness center through
Healthways WholeHealth Networks, Inc.
The Aetna Medicare Advantage Fitness Program provides a standard membership in the national Healthways
WholeHealth Networks of fitness centers as well as discounts on health and fitness information through a
variety of sources including some available via the internet.
In addition, members enrolled in a plan that includes the fitness benefit may call Healthways WholeHealth
Networks and request a Fitness Home Pak which includes resistance bands, an exercise ball, pedometer and
educational materials. Healthways WholeHealth will mail the Fitness Home Pak to the member.
Members enrolled in plans that include the Aetna Medicare Advantage Fitness benefit who are interested in
signing up for a free gym membership, or who wish to request a Fitness Home Pak, should visit:
http://aetnafit.wholehealthmd.com
Or, call Healthways Customer Service at 1-877-243-3004.
Representatives are available from 8:30 a.m. to 8 p.m., Monday through Friday Eastern time.
Not available on all plans. See specific plans for details.
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N O T E : The fitness discount program
(GlobalFit) is covered under the
discount section of this guide
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AETNA HEARING AID BENEFIT
Certain select Aetna Medicare Advantage Plans include a hearing aid allowance benefit. Refer to each
specific plan for coverage limits.
To access this benefit, members need to select a hearing aid provider from DocFind (www.AetnaMedicareDocFind.com)
and call the vendor to schedule an appointment. The following vendors are contracted with Aetna to provide this benefit:
Hearing Care Solutions (HCS)
Call 1-866-344-7756, 8 a.m. – 6 p.m. Central Time, Monday through Friday, to request a local office location.
HearPO
Call customer service at 1-877-301-0839; Available 8 AM to 5 PM (Central), Monday through Friday
(or visit www.HearPO.com/Aetna) and identify themselves as Aetna Medicare member with a hearing aid
benefit to request a local office location.
Newport Audiology
Call 1-800-675-5485 (Monday through Friday 8:00 AM. – 5:00 PM.) and identify themselves as
Aetna member with a hearing aid benefit to request a local office location.
Member will be responsible to pay for hearing aid at point of sale and then submit a reimbursement request
to Aetna. Members can contact Member Services for more information on the reimbursement process.
Hearing is combined with the OSB rider. Please refer to plan details.
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N O T E : The discount programs related
to hearing care are covered under the
discount section of this guide.
All Aetna Medicare Advantage Plans,
include a covered annual hearing exam
at no extra charge.
AETNA VISION BENEFIT
Certain select Aetna Medicare Advantage Plans include a vision eyewear allowance benefit.
Refer to each specific plan for coverage limits.
To access benefit, members may select a vision provider from Eyemed via DocFind
(www.aetnamedicaredocfind.com) and schedule an appointment.
Note: that when conducting the search in DocFind, the member needs to select "Vision" under
the Provider Category and conduct search using their city or county information.
Vision provider will bill Aetna directly for this service.
Vision is combined in the OSB Rider. Please refer to plan details.
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A E T N A O P T I O N A L S U P P L E M E N T D E N TA L B E N E F I T
Certain select Aetna Medicare Advantage Plans include an option for members to purchase an optional
supplemental dental benefit. Refer to each specific plan to determine if this optional supplemental benefit is
available. If a member selects this optional benefit they will have to pay a separate monthly premium for the
dental benefit.
Members who have elected the dental benefit may select a dental provider from DocFind
(www.AetnaMedicareDocFind.com).
• Choose Search by Location
• Enter geographic information
• Choose Dental Providers under Provider Category
• Choose a Provider Type
• Then, use the DMO and PPO Network options to find participating dentists.
Optional supplemental dental is offered only on HMO plans and it will appear in SOB, BaaG and online if it is available.
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Contact the participating dentist,
and schedule an appointment.
The OSB rider is combined with Hearing
and/or Vision allowances. Please refer
to plan details.
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A E T N A R x H O M E D E L I V E RY®
Maintenance medications treat chronic conditions such as arthritis, asthma, diabetes, high cholesterol, heart
conditions, high blood pressure and others. With Aetna Rx Home Delivery ®, our mail-order prescription drug
program, members could save money with a three-month supply. They’ll also enjoy the convenience of
having their medication delivered directly to them, and standard shipping is always on us.
Pharmacists are available 24 hours a day, seven days a week to answer questions and provide help, if needed.
Customer service representatives are available Monday through Friday from 7 a.m. to 11 p.m., Saturday from
7 a.m. to 9:30 p.m. and Sunday from 8 a.m. to 5:30 p.m., Eastern Time.
Aetna Rx Home Delivery, LLC
PO Box 417019
Kansas City, MO 64179
Phone 1- 866-612-3862
Website http://www.aetnarxhomedelivery.com/
M - F 7:00 AM - 11:00PM, EST;
Sat. 8:00 AM - 9:30 PM, EST;
Sun 8:00 AM - 6:00 PM EST.
A pharmacist is available 24 hours for emergencies ONLY.
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Members can save time and gas too by
not having to go to the local pharmacy.
Sign up for Aetna Rx Home Delivery by
calling toll free 1-866-612-3862
(TTY/TDD 1-800-201-9457).
<< A E T N A E X T R A SSM P RO G R A M S >>
I N C LU DED I N A L L A E T N A M A A N D M A PD PL A NS
• Dis eas e Manag ement
• Prevent ative Remind er s
• I nform ed H ealth L ine
• N ational M edic al E xcellence
• Per s onal H ealth Re cord
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A E T N A H E A LT H C O N N E C T I O N S S M D I S E A S E M A N A G E M E N T
& C ASE MANAGEMENT PROG R AMS:
For Aetna Medicare Advantage members, our disease
management program is an essential component of our
overall retiree-focused care management strategy, which
also encompasses case management and wellness. Aetna
care management is a unique program designed to help
members manage their health on a holistic basis, not
focusing on one specific disease but instead addressing
the overall health of the member. This approach is
especially important, as external studies have shown that
over 70% of the retiree population has five or more
chronic conditions and co-morbidities. By managing
chronic diseases, we can lessen hospitalizations and the
development of more serious medical conditions,
positively affecting clinical outcomes and lowering
medical costs.
• Our disease management program uses advanced tools,
techniques and systems that enable us to support a full
range of health issues to help our retiree population
achieve optimal health. The program includes services
to address over 35 chronic conditions:
• A vascular cluster consisting of diabetes,
congestive heart failure, coronary artery disease,
cerebrovascular disease/stroke, hypertension,
hyperlipidemia (high cholesterol) and peripheral
artery disease.
• A pulmonary cluster consisting of asthma
and COPD
• A cancer cluster including cancers such as breast,
lung, prostate, colorectal, lymphoma/leukemia
and other general cancers
As a component program of care management, our
disease management program encourages members to
become involved in their own health care and in living
healthier lives while managing their chronic illnesses
concurrently and successfully.
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• A gastrointestinal cluster consisting of gastro
esophageal reflux disease (GERD), peptic ulcer
disease, chronic hepatitis, inflammatory bowel
disease (Crohn’s disease and ulcerative colitis)
• An orthopedic/rheumatologic cluster consisting of
osteoporosis, osteoarthritis and rheumatoid arthritis
• A neurological/geriatric cluster consisting of geriatrics,
migraines, seizure disorders and Parkinsonism
• A renal cluster consisting of chronic kidney disease and
end stage renal disease
• A comprehensive set of other conditions consisting of
cystic fibrosis, HIV, hypercoagulable state (blood clots),
chronic low back pain, weight management, sickle cell
anemia, and depression (as a comordibity) that vary in
prevalence and severity across populations
DISCOUNT PROGR AMS
A E T N A H E A LT H C O N N E C T I O N S S M D I S E A S E M A N A G E M E N T &
C A S E M A N A G E M E N T P R O G R A M S ( CO N T I N U E D ) :
Our disease management program coordinates with our case management program. Most members’ first
introduction to care management is their case management nurse. In the Aetna Medicare Advantage
population, case management takes precedence over disease management in making an impact on the
members overall health. Case management nurses and members build a strong partnership; therefore the
disease management nurse will partner with the case management nurse behind the scenes to provide
guidelines of care for the member. We have found this enhances the relationship and partnership between
the case manager nurse and the member.
Aetna Medicare Advantage Members who
wish to inquire and/or enroll in Aetna Health
ConnectionsSM Disease Management
Program should call:
We manage all chronic conditions concurrently as the guidelines for one condition may directly impact the
guidelines for a different condition. Our case management nurses will work with the member to develop a
custom case management plan, specific to the individual member’s health needs.
Or e-mail their contact information to
MemberOnlyInquiriesAHCDM@aetna.com.
Our initial intake evaluation, our telephonic Health Risk Assessment (HRA), includes depression screening, as
experience has shown that depression often accompanies illness and chronic conditions. Members identified
with depression are offered depression-related materials and referrals to Aetna Behavioral Health (ABH) for
further intervention.
The Member’s health coach is like a personal trainer for their health. They can choose when and how often
to call their coach, whether it’s right before or after a doctor’s visit, or when they have questions or want tips
for improving their health.
The Member’s health coach will work to:
•R
each their best health—whether they want to lower cholesterol, lose weight, or want help with a more
serious health concern like diabetes or asthma
• Review and understand treatment plans or medications from the Member’s doctor
• Educate the Member about healthy lifestyle choices
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1-866-269-4500
Available 8 AM to 8 PM, 7 days a week.
They can also log in to www.
aetnanavigator.com > health programs
> disease management for more
information about our disease
management program.
ANNUAL PRE VENTIVE REMINDERS
Reminders help Members remember to get important vaccinations, like flu and pneumococcal shots;
and colorectal cancer screenings. We also send Members women’s health reminders for breast and cervical
cancer screening. These mailer reminders are sent automatically to the member.
For more information go to the NQMM Member Health Education website at:
http://aetnet.aetna.com/quality_mgmt/mhe/mhe_main.htm
A reminder that the following preventive/routine care is available to Aetna Medicare Advantage
Members for $0 copay:
• Bone density (bone mass measurement) - up to one per year
• Colorectal screening exam - up to one per year, screening colonoscopy - up to one every 10 years
• Prostate cancer screening exam - up to one per year
• Routine GYN exam (pap smear & pelvic exam) - up to one per year
• Routine hearing exam - up to one per year
• Routine immunizations (influenza, pneumonia, hepatitis B) - no frequency limit
• Routine mammogram - annual screening
• Routine physical exam - up to one per year
• Routine vision exam - up to one per year
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I N F O R M E D H E A LT H ® L I N E
Aetna’s Informed Health Line is Aetna’s 24-hour toll-free number that puts Members in touch with
experienced registered nurses and an audio library for information on thousands of health topics.
Contact: 1-800-556-1555 (TTY/TDD: 1-800-823-6373); available 24/7, 365 days a year
24-Hour Nurse Line
Call the Informed Health Line toll-free number to access registered nurses who are experienced in providing
information on a variety of health topics.* The nurses can help Members:
• Learn about medical procedures and possible treatment options.
• Improve communication with your health care providers. Find out how to describe health symptoms more
effectively, ask the right questions and provide a clear history of your eating, exercise and lifestyle habits.
Audio Health Library
The Informed Health® Line audio health library contains information on thousands of health topics such as
common conditions and diseases, gender- and age-specific health issues, dental care, mental health and
substance abuse, weight loss and much more. Each health topic in the audio health library has a
corresponding topic code.
To access the audio health library system, call the Informed Health Line toll-free number and simply enter the
topic codes you’re interested in. And if you have questions, you can transfer easily to an Informed Health Line
nurse at any time.
* Informed Health Line nurses cannot diagnose, prescribe or give medical advice. Contact your physician with any questions or concerns regarding your
health care needs. Also, the topics discussed by the nurses, on the audio tapes or online may not necessarily be covered by your health plan.
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You can also find more detailed
information and links at
www.aetnanavigator.com > health
programs > audio library
N AT I O N A L M E D I C A L E X C E L L E N C E P R O G R A M ®
This program offers access to Aetna’s National Institutes of ExcellenceTM Transplant Network for transplants
and transplant-related services. This includes medical management through the recovery period. Case
management is also provided for members with rare or complex conditions requiring specialized treatment.
Aetna Medicare Advantage members must use Medicare approved facilities for the proposed transplant and
Aetna’s IOE network includes many Medicare approved transplant facilities. However, if a member requires
transplant services at a Medicare approved transplant facility that is not participating in our Institutes of
Excellence Transplant network, CMS regulations will supersede Aetna’s IOE policy and the member must be
permitted to receive care at the Medicare approved facility .
To locate Aetna’s Institutes of Excellence TM Transplant facilities from DocFind
(www.AetnaMedicareDocFind.com).
• Choose Search by Location
• Enter geographic information
• Choose Institute’s of Excellence/Institutes of Quality in the Provider Category
• Choose a Provider Type
• Select a plan, then search
Note that there are other options besides transplant: See screen capture below.
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P E R S O N A L H E A LT H R E C O R D
An easy-to-use, private, secure online health information record-keeper:
•C
omes pre-loaded with Aetna medical claims history and lets members easily add more health information,
like family health history and allergies.
• Automatically updates with lab test activity, information from office and hospital visits and prescriptions.
•A
lerts Members about opportunities to improve health, or potential issues to be aware of such as possible
conflicts between medications; in serious cases also alerts their doctors
• Provides personalized reminders on screenings, immunizations and more.
• Is accessible with any web-enabled mobile device (like cell or smart phones). Member’s simply have to type
“Aetna.com” in their mobile web browser.
To access a listing of providers who have access to Personal Health records look for the “Share your Health
History” notation in the Additional Information section on the DocFind results screen.
You can also find more detailed information and links at:
www.aetnanavigator.com > health records > personal health record
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NUMBERS TO KNOW®
Hypertension and cholesterol management
reminders are sent to high-risk members. The
reminder includes a wallet-sized card for recording
their blood pressure and cholesterol numbers.
Reminders are produced once annually in
April (member receives every other year, based
on age, diagnosis, procedure and pharmacy
claims information).
For more information go to the NQMM Member
Health Education website at: http://aetnet.aetna.
com/quality_mgmt/mhe/mhe_main.htm
DISCOUNT PROGR AMS
U . S . T R AV E L A D VA N TA G E ®
Our Aetna Medicare Advantage HMO and PPO plans provide access to a network of over 200,000 doctors
and hospitals nationwide. Our HMO plan members are able to access plan benefits while traveling within
Aetna Medicare HMO approved service areas by using the U.S. Travel Advantage Benefit. If they meet the
requirements for U.S. Travel Advantage ®, initiating this program will allow them to access full coverage out of
their home service area (instead of only having urgent/emergent care coverage). It will provide them with an
extension to the 6-month out-of-area disenrollment requirement, however their travel timeframe cannot
exceed 12 months For information about U.S. Travel Advantage ® Aetna Medicare Advantage HMO plan
members should call:
Aetna Medicare Advantage Member Services
1-800-282-5366 (TTY/TDD: 1-888-760-4748)
The U.S. Travel Advantage benefit is not available to PPO Plan members, this is because their plan provides
them with the option of using Aetna Medicare participating providers or non-participating providers. Use of
non-participating providers may result in higher cost sharing. Members should refer to their plan materials for
benefit details.
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EMERGENC Y COVER AGE
WORLDWIDE
Our Aetna Medicare Advantage HMO and PPO
plans offer worldwide coverage for emergencies.
DISCOUNTS
Value Added Services
AVA I L A B L E O N A L L M A A N D M A PD PL A NS
• Bo ok s
• Weight Manag em ent
• H earing
• D ent al
• Fitnes s
• Z agat
• N
atural Pro duc t s
& S er vices
• A
t H ome
Pro duc t s
• V ision
* Discounts do not apply to some plans, programs, food and/or products.
The products and services described above are neither offered nor guaranteed under our contract with the Medicare program. In addition, they are not subject to the Medicare
appeals process. Any disputes regarding these products and services may be subject to the Aetna Medicare grievance process.
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<< D I SCOU N T P RO G R A M S >>
A E T N A B O O K SM D I S CO U N T P RO G R A M
The Aetna Book SM discount program provides Members with access to discounts on books and other items
purchased from the American Cancer Society Bookstore, Pranamaya and the MayoClinic.com Bookstore.
Choose from a variety of different books and other items like DVDs and greeting cards covering topics such
as healthy living, staying in shape, living with certain health conditions and specific topics related to cancer.
American Cancer Society Bookstore
Save 30 percent on your purchase of books, greeting cards and kits, plus receive free standard shipping to
U.S. addresses, when you order from the American Cancer Society Bookstore. Choose from two main
categories offering a selection of over 50 different books for adults and children. Topics include:
• Stay Well
- Disease prevention
- Cooking
- Smoking Cessation
•M
ayoClinic.com Bookstore: Save 10 percent
on books and DVDs purchased online
•P
ranamaya: Save 25 percent on yoga DVDs,
CDs, online videos and books.
- Nutrition
-M
ust link through navigator to get discount:
program > Get discounts > book discounts
• Get Well
- Cancer treatment
- Side effects
- Coping
- Caregiving
- Survivorship
* Includes two or more books combined as a special discount package.
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-M
ust link through navigator or call to get
discount:
-M
ust link through navigator to get discount:
- H ealthy living
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•A
merican Cancer Society Bookstore: Save 30
percent on your purchase of books, greeting
cards and kits* ordered online, by phone or by
mail.
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A E T N A B O O K S M D I S C O U N T P R O G R A M ( CO N T I N U E D )
American Cancer Society
Bookstore (continued)
How to find and order books and other items: visit the
American Cancer Society Bookstore at
www.cancer.org to search the online catalog.
Or call 1-800-227-2345 to speak to an American
Cancer Society customer service representative 24
hours a day, 7 days a week.
You can also place an order by phone or by mail, but
you must mention promotion code “HS003F09” in
order to receive the discount. No promotion code is
necessary when placing orders online. The discount
will automatically be calculated at checkout.
Satisfaction guarantee
If for any reason you are not satisfied with your
purchase, you may return it within 30 days for a full
refund. It must be in saleable condition.
MayoClinic.com Bookstore
Save 10 percent on books and DVDs purchased online
from the MayoClinic.com Bookstore, plus receive free
standard shipping. (Mayo Clinic newsletters are regular
price. No discounts apply).
Choose from 25 different categories. There are over
30 different books and DVDs containing recipes for
healthy living, advice on staying in shape, guidance for
living with certain health conditions and more. Many
publications are also available in Spanish*!
How to find and order books and DVDs: Visit the
MayoClinic.com Bookstore at www.bookstore/
mayoclinic.com to search the online catalog.
Or, call 1-800-291-1128 to speak to a Mayo Clinic
Bookstore customer service representative. You must
call during normal business hours: 8am to 9pm CST
(Monday through Friday); 8am to 5pm CST (Saturday);
9am to 5pm CST (Sunday)
* Spanish publications are offered through Libros de Salud. No discounts apply. Libros de Salud is a third party Web site,
which is not part of the MayoClinic.com Bookstore.
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You can order books and DVDs by phone, but
you will not receive the 10 percent discount.
The 10 percent discount applies to online
orders only.
If for any reason you are not satisfied with your
purchase, you may return it within 30 days for a
full refund. It must be in its original condition.
Return shipping is free!
A E T N A B O O K S M D I S C O U N T P R O G R A M ( CO N T I N U E D )
Pranamaya
Save 25% on yoga DVDs, CDs and online videos and
books. Choose from a variety
Chose from a variety of products from well-renowned
yoga instructors, including DVDs from Paul Grilley
and Sarah Powers and Gary Kraftsow’s acclaimed
Viniyoga Therapy for Back Care series. You can also
find products featuring different yoga styles, such as
Vinyasa, Yin Yoga and more.
How to find and order these yoga products
How to get started
•V
isit Pranamaya to search the available products and
online videos.
• Log in to Pranamaya to activate your discount.
•C
all 415-706-3100 to speak to a customer service
representative from 8 a.m. to 5 p.m. PT,
Monday through Friday. You must mention
promotion code “Aetna Health” in order to
receive the discount.
• S elect the item(s) you wish to purchase online and
add them to your shopping cart.
Note that the discounts are automatically displayed
when you log in.
•W
hen you are ready to check out, create a member
account which will allow you to receive
your Aetna member discount on all future orders.
Pay using your Visa, MasterCard or American Express
credit card.
Returns are accepted on unopened, undamaged items
minus a 15 percent restocking fee. For opened items,
50 percent of the purchase price will be refunded.
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A E T N A H E A R I N G SM D I S CO U N T P RO G R A M
Savings on hearing aids, comprehensive hearing tests and hearing-aid services from licensed professionals.
These types of hearing discounts are be available to a Aetna Medicare Advantage Member:
• a ll individual and group Aetna Medicare Advantage plan Members through HearPO
• all individual and group Aetna Medicare Advantage plan Members through Hearing Care Solutions (HCS), and
• a ll individual and group Aetna Medicare Advantage HMO and PPO Members through Newport Audiology Centers.
The discount is in addition to any hearing aid reimbursement that the Member may included with their Aetna
Medicare Advantage Plan. The programs and services described below are neither offered nor guaranteed
under Aetna’s contract with the Medicare program, but are made available to all enrollees who are members
of the Medicare Advantage plans. These programs and services are not subject to the Medicare appeals
process. Any dispute regarding these programs or services may be subject to the Aetna grievance process.
HearPO Discount
All individual and group Aetna Medicare Advantage members are eligible for the hearing aid discount
through HearPO. HearPO provides:
• L owest price guarantee* on over 1000 brand-name hearing aids from several industry-leading
manufacturers.
• S ave an average of 20-25% off hearing aids and 40% off on hearing health care services
•6
0 day trial period– with no restocking fees
•3
-year warranty and loss & damage coverage** – one of the longest warranties you’ll find anywhere
on most hearing aids, covers repairs, loss and damage
•D
iscount on batteries...mailed directly to your home
•O
ver 2,100 locations nationwide
•1
year follow-up care after purchase
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In order to receive these discounts, eligible
Aetna Medicare Advantage Plan members
must contact HearPO customer service at
1-877-301-0839 7 am to 7 pm CST Monday
through Friday (or visit www.HearPO.com/Aetna)
and identify themselves as Aetna members.
HearPO customer service assists the Member in
finding a local provider who participates in the
discount program. Once a provider is selected,
HearPO mails a referral packet to the Member
and the selected provider. The Member then
needs to contact the selected provider to schedule
an appointment.
A E T N A H E A R I N G S M D I S C O U N T P R O G R A M ( CO N T I N U E D )
Hearing Care Solutions (HCS)
Newport Audiology Discount
Hearing Care Solutions (HCS) offers all individual and
group Aetna Medicare Advantage Members:
All individual and group Aetna Medicare Advantage
HMO/PPO Members may obtain their hearing aids
from Newport Audiology centers. The following
services are provided by Newport Audiology. A
Medicare Advantage Member can receive a hearing
exam as well as the following services at no
additional charge:
• a network of more than 2,000 hearing health
professionals in 49 states.
• a yearly hearing exam at no charge from any of its
2,000 hearing care providers across the U.S.
• a wide selection of hearing aids at 50% to 63%
discount off of retail prices.
Included with the purchase of HCS hearing aids:
•3
-year warranty, including loss and damage
•1
-year supply of batteries (up to 48 cells)
•3
0-day hearing aid evaluation period
• In-office services such as adjustments, fitting checks,
and reprogramming at no charge for one year
Medicare Advantage Members can access these
services and discounted prices on hearing aids by
contacting Hearing Care Solutions (HCS) at
1-866-344-7756, 8 a.m. – 6 p.m. Central Time,
Monday through Friday to find a location near them.
• H earing-Aid Evaluation
• H earing-Aid Check-ups
• H earing-Aid Orientation
• Auditory Training
• Written Report Sent to Physician
• 30-Day Trial on All Hearing Aids
•2
-Year Comprehensive Warranty Including
Loss and Damage
•1
-Year Supply of Batteries (up to 12 packs)
Per Hearing Aid Purchase
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A E T N A H E A R I N G S M D I S C O U N T P R O G R A M ( CO N T I N U E D )
In addition to the above services, Newport Audiology Centers offer Aetna Medicare Advantage Members
a discount off their regular retail prices for hearing aids. This discount is in addition to any hearing aid
benefit allowance the Member has included with their plan. Members using Newport Audiology will need
to submit a claim to Aetna for reimbursement.
Testing and care provided by Newport Audiology Centers is administered by licensed rehabilitation of
hearing impairments. audiologists. These professionals are trained in the identification, prevention,
evaluation and of hearing impairments.
Newport Audiology has locations throughout these states. Aetna Medicare Advantage Members can access
these services and discounted prices on hearing aids by contacting Newport Audiology at:
1-800-675-5485 (M-F 8:00 a.m. – 5:00 p.m.)
This program is a discount-only program and is in addition to any hearing benefits the Member may have under
his/her health benefits plan. Aetna has no responsibility to pay for services received under this program.
23
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A E T N A F I T N ESSSM D I S CO U N T P RO G R A M
Save on gym memberships, programs and other products and services that support your healthy lifestyle
with the Aetna FitnessSM discount program, offered with services provided by GlobalFitTM.
Plus More Support for A
Healthy Lifestyle:
With the Aetna Fitness discount program, Members get:
•A
t-home weight loss programs
•A
ccess to thousands of gyms nationwide including well-known national chains and independent
local facilities
• P referred rates*
• F lexible membership options, guest privileges** at participating network gyms when traveling and
free guest passes**, to try participating gyms before joining.
• L ifestyle (96-week), Commit**** (48-week) or Non-commit (month-to-month) memberships
• P articipation for spouses, domestic partners and dependent children
•C
onvenient billing options
* Participation in GlobalFit is for new gym members only.
Membership to a gym which you are now, or were recently a member, may not be available.
**
Not available at all gyms.
*** Provided by WellCall, Inc., through GlobalFit.
**** Commit members save 50% on this fee.
24
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•H
ome exercise products and equipment
•O
ne-on-one health coaching services***
To find a participating gym, Members should
visit www.globalfit.com/fitness
Or, call GlobalFit toll free at 1-800-298-7800.
Available 8 AM to 8 PM EST, Monday – Friday
A E T N A N AT U R A L P R O D U C T S A N D S E R V I C E S S M D I S C O U N T P R O G R A M
The Aetna Natural Products and ServicesSM discount program provides Members with savings on
complementary health-care products and services not traditionally covered by your health benefit plan.
All products and services are provided through American Specialty Health Incorporated (ASH) and its
subsidiaries, American Specialty Health Networks, Inc. (ASH Networks) and Healthyroads, Inc.
How to find a participating natural
therapy professional
ASH is a recognized leader in the complementary health care products and services market and offers
Members “one-stop shopping.” Through ChooseHealthy.comTM, a product of ASH Networks and
Healthyroads, Inc., Members can find information about natural therapy professionals, order health-related
products, and get health content information.
Go to the Search by Location tab and find a
participating natural therapy professional by
selecting Medical Providers geographic location.
Professional Services
Then choose Natural Therapy Professionals from
the Provider Type list.
By using natural therapy professionals that are part of ASH Networks’ provider network, Members receive
at least a 25% discount off the provider’s standard charges. Choose from more than 19,000 participating
natural therapy professionals:
•A
cupuncture
•C
hiropractic care
•M
assage therapy
•D
ietetic counseling
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Locate natural therapy professionals nationwide
through www.AetnaMedicareDocFind.com.
Natural therapy professionals are available in all 50
states, plus Washington, D.C.
A E T N A N AT U R A L P R O D U C T S A N D S E R V I C E S S M D I S C O U N T P R O G R A M ( CO N T I N U E D )
How it works
• Select a natural therapy professional and make an
appointment. There’s no need to contact Aetna for
permission or precertification.
• Make sure the natural therapy professional knows that
you are an Aetna Member. Be sure to present your
Aetna ID Card.
• Members pay the reduced rate to the natural therapy
professional at the time of service or by arrangement
you make with the natural therapy professional.
• This is not insurance. There are no claims to file.
• We encourage members to take advantage of any
covered benefits for these types of services that your
Aetna plan may offer, before you use the discounts
within the Aetna Natural Products and Services
discount program.
Products
How to find and order products
Members can receive at least a 15% discount off the
Manufacturer’s Suggested Retail Price (MSRP) and free
standard shipping on more than 2,400 health and
wellness products offered through ChooseHealthy.
com. The following health-related products are
available at a discount:
•O
ver-the-counter vitamins, herbal and nutritional
supplements.
•N
atural products including aromatherapy products,
homeopathic remedies, natural body care products
and yoga equipment, etc.
Additional information:
Members can also call ASH Networks’ Member
Services toll-free at 1-877-335-2746, Monday-Friday
from 5 a.m.-6 p.m. PT, if you need:
•H
elp in finding a participating natural therapy
professional
•A
partial listing of participating natural therapy
professionals based on zip code
•M
ore information on provider fees
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For convenience, Members can find available product
information and place an order either on online at
www.choosehealthy.com, by mail order, phone or fax.
Members can call ASH Networks’ Member Services
directly at 1-877-335-2746, Monday-Friday from
5 a.m.-6 p.m. PT, to place an order by doing the following:
• Identify yourself as an Aetna Member to receive
the discount.
• Order over-the-counter vitamins, supplements or natural
products online, by mail order, phone or fax as instructed.
• Make payment as instructed.
•N
ote this is a discount-only program. There
are no claims to file.
A E T N A V I S I O N SM D I S CO U N T P RO G R A M
The Aetna VisionSM discount program helps Members save on eyeglasses, sunglasses, contact lenses and
solutions, LASIK, and more. Aetna is contracted EyeMed Vision Care to bring Members a broad network of eye
care providers including Pearle Vision®, LensCrafters®, JCPenney® Optical, Target Optical® and participating
Sears Optical® locations. In addition, thousands of independent eye care providers are available. Most
participating locations have doctors of optometry practicing right on the premises or at a nearby location.
This program helps make eye care easy and more affordable:
• choosing a provider near their home or office
who is in the EyeMed Select Network
• questions after visiting a store and making
a purchase
• Discount schedule prices are standard throughout the country. Members can save on many eye care
products such as glasses, accessories, contact lenses, contact lens solutions, non prescription sunglasses,
and post cataract lenses.
• complaints about providers
• A lso offers discounts on eye exams and services the member’s medical plan does not cover.
• reviewing how the program works, including
the discounted pricing schedule
• T he fitting of contact lenses is not covered. If a Member using an EyeMed provider has a contact lens exam,
the Member is responsible for their regular copay for the routine eye exam and the difference between the
routine eye exam and the contact lens exam.
To find a participating provider, Members should call EyeMed Customer Service at: 1-800-793-8616,
Monday-Saturday 8 a.m. – 11 p.m. Eastern Time and Sundays 11 a.m. – 8 p.m. Eastern Time
27
N O T E : Eye Med Customer Service can
assist Members with:
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18.03.053.1 (9/11) VERSION 2
• handling member service issues or problems in
accessing benefits
Replacement Contact Lens
Call 1-800-391-LENS (1-800-391-5367)
A E T N A V I S I O N S M D I S C O U N T P R O G R A M ( CO N T I N U E D )
LASIK Surgery Discount program
Aetna Members can receive discounts of up to 15% off the surgeon’s fee through the U.S. Laser Network.
They must contact the U.S. Laser Network first, before contacting a provider to receive the discounted
fee. The discount price includes:
• Initial screening/consultation Note: the initial consultation with a LASIK surgeon is free of charge to the
Member, even if they choose not to proceed with the LASIK procedure. However, Members must submit
a $100 deposit to the doctor. This amount is refundable if the Member does not have the surgery
• L ASIK procedure and follow-up care
• Patient education
Members must take the following steps to receive the LASIK surgery discounts available through this program:
1. C
all Lasik Customer Service at 1-800-422-6600, available weekdays 8 a.m – 9 p.m. and Saturdays
9 a.m. – 6 p.m. Eastern Time. A customer service representative will help find the closest surgeons and
schedule a free evaluation.
2. Go for the initial screening visit and show their Aetna ID card.
3. N
ote: Members must submit a $100 deposit to the doctor. This amount is refundable if the Member
does not have the surgery.
4. S chedule a surgery date with the provider (assuming Member is found to be a candidate and still
wants to have the procedure performed).
5. C
all LASIK Customer Service with the scheduled date of the surgery. Note: This step is essential in
order to obtain the program discount
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A E T N A W E I G H T M A N AG E M E N T SM D I S CO U N T P RO G R A M
The Aetna Weight Management SM discount program provides Members and their eligible family members
with access to discounts on eDiets® diet plans and products, Jenny Craig ® weight loss programs and
Nutrisystem® weight loss meal plans.
Members can meet their weight loss goals and save money by choosing from many programs and plans:
• e Diets®: Save 30 percent on the online monthly plan membership dues or 15 percent off the Meal Delivery
Plan cost of food – and, 15 percent off purchases from the eDiets Online Store.
• Jenny Craig ®: Enjoy a FREE 30-Day Trial Program. Then get a 25 percent discount when they enroll in a
Jenny Craig Premium Program.
• Nutrisystem ®: Receive a 12 percent discount on any 28-Day Program plus get other offers available from
Nutrisystem at the time they enroll.
Please Note: To learn about and enroll in/register for the vendors’ programs, members must access the
eDiets, Jenny Craig and Nutrisystem websites through Aetna Navigator. As applicable by vendor, they will
complete a diet profile, register and/or enroll in a vendor program or plan, and, receive the discount.
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A E T N A W E I G H T M A N A G E M E N T S M D I S C O U N T P R O G R A M ( CO N T I N U E D )
eDiets
eDiets online store
Members and their eligible family members can save on eDiets® diet plans and purchases from the
eDiets Online Store.
Members can save 15 percent on all purchases
from the eDiets Online Store. They can choose
from DVDs, CDs, fitness and exercise equipment,
vitamins and supplements and more. They can:
eDiets diet plans
Members can enroll in the:
• Online monthly plan and save 30 percent on their membership dues. Once they enroll in a monthly
plan, they can upgrade to an online annual plan and save 20 percent on the already discounted
annual plan price.
• M eal Delivery Plan (5-day or 7-day) and save 15 percent on the cost of food, delivered right to their door.
When Members enroll in an online plan they can choose from over 20 online diet plans. With Online plans
such as Glycemic Impact, Mediterranean Diet and Diabetes, they can prepare meals according to their
chosen meal plan. They can change their meal plan at any time at no charge.
With a Meal Delivery Plan, delicious, healthy, portion-controlled food is shipped to them each week.
They can customize their menu, skip future shipments and more.
30
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• Browse the eDiets Online Store and make
a purchase.
• Enter the promo code Aetna15 on the billing
page in order to receive the discount. (Note: The
promo code is not case sensitive. Please do not
share the promo code in any external documents
other than those sent directly to enrolled
members since this is an Aetna specific promo
code entitling only Aetna members to these
discounts)
• F or more information, call 1-866-653-3150,
24 hours a day, 7 days a week to speak to an
eDiets Customer Service representative.
eDiets (continued)
How it works. Members can:
• Fill out a Free Diet Profile (Members link from Aetna Navigator to the eDiets website where the first step
is for them to fill out the Free Diet Profile)...
• Choose the diet plan that’s best for them and enroll online or telephonically..
• Receive the discount off their online plan membership dues or the Meal Delivery Plan cost of food.
Their discount is applied automatically on the billing page.
Members also receive
• One-on-one professional support
• Customized menus, recipes and convenient food options
• Easy-to-use diet tools such as eDiets Nutrition Tracker, Food Journal, Dining Out Guide, fitness videos and more
• Live phone, chat and email support from certified and registered dieticians
• Interactive online community with member challenges and healthy weight-loss motivation
• 24/7 online member support
• A nd much more!
How to get started. Members
• Take their Free Diet Profile to find the diet plan best for them.
• Enroll in a plan.
• Call 1-866-653-3150, 24 hours a day, 7 days a week to speak to an eDiets
Customer Service representative.
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Jenny Craig
To get started – Members:
Members and their eligible family members can save on Jenny Craig ® weight loss programs. Members can
choose from a wide range of program options to meet their individual needs and weight loss goals. With a
discounted program membership, Members receive personalized weekly weight loss consultations, menu
planning, motivational materials and much more. They’ll also learn how to stay on track when socializing,
dining out and traveling.
How it works
• Start with a FREE 30-Day Trial Program.*
• T hen receive 25 percent off a Jenny Craig Premium Program*
available at participating Jenny Craig centres and through Jenny Craig At Home.
• One-on-one weekly scheduled consultations
• Planned and personalized menus
• Can call 1-877-JENNY70 to talk with a Jenny Craig
consultant to locate the Jenny Craig centre nearest
them or to learn more about Jenny Craig At Home.
The 1-877-JENNY70 number is automated and
gives the member two options – to be transferred
to a local centre where they can speak with a
Jenny Craig consultant or to be transferred to the
Jenny Craig At Home line. Days of the week and
hours vary by centre and Jenny Craig At Home.
Members should call 1-877-JENNY70 for more
information and details.
• Activity and motivational plans tailored to them
• Bring their personalized registration coupon and
their Aetna ID card to their free consultation.
• Online support and free Jenny e-Tools
• Can enroll in a program and receive the discount
• 24/7 customer care support, message boards and live chat
* Food and, if applicable, shipping not included. Offer applies to initial membership fee only and is valid at participating centres in the U.S., Canada and
Puerto Rico and through Jenny Craig At Home. Each offer is a separate offer and can be used only once per person. Restrictions apply.
32
• Access the Jenny Craig registration page through
Aetna Navigator, fill out and print their
personalized registration coupon.
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Nutrisystem
Members and their eligible family members can save 12 percent on any 28 Day Nutrisystem® weight loss meal plan*
plus get other offers available from Nutrisystem at the time they enroll. This offer applies to the following programs:
• Basic
• Silver
• Diabetic
• FREE online membership with access to an
extensive array of online tools, tracker,
newsletter content, discussion boards, chat
rooms and more
• Vegetarian
• Unlimited telephone and online counseling by
trained weight loss counselors and dieticians
• Nutrisystem® SelectTM
• FREE Online Mindset MakeoverTM behavioral guide
Once enrolled in a program, Members receive meals that are easy to prepare, help them control portion size
and are delivered right to their door. And they have over 150 menu items to choose from. They can also take
advantage of separate meal plans for men and women.
How to get started. Members
They can create their own 28-day menu (choose a breakfast, lunch, dinner and dessert for each day), or
simply start with a pre-selected Favorite Foods Package. They can order menu items for one 28-Day Program,
or select Auto-Delivery** for recurring monthly deliveries (and receive a larger discount).
• Choose the program that’s right for them
and enroll.
How it works. Members
• T he Member will be presented with various
“prompt” options - to speak with a customer
service person, enroll in a program or speak with
a counselor. Days of the week/hours vary for
each. Members should call 1-866-945-6874 for
more information and details.
• Access the Nutrisystem website (through Aetna Navigator).
• Select the program that’s right for them and enroll.
• Receive 12 percent off the cost of the program. The discount is automatically applied on the billing page.
Members do not need to enter a promo code.
• Plus receive other offers available from Nutrisystem at the time they enroll.
*The Aetna discount offer does not apply to any program in which a Member is already enrolled. To receive the discounted rate, they must wait until
their current program ends. If enrolled in Auto-Delivery, a Member must cancel it and then re-enroll to receive the discounted rate.
** Offer good on new 28-Day Auto-Delivery programs only. With Auto-Delivery the Member will receive a 10 percent discount off
Nutrisystem’s regular 28-Day Program price and free shipping to Continental U.S. only.
33
• Tasty food and an easy-to-follow meal plan
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• Access the Nutrisystem website
(through Aetna Navigator).
• Call 1-866-945-6874 to talk with a
Nutrisystem consultant.
D E N TA L D I S C O U N T P R O G R A M S
Epic™ Discount Program
Waterpik® Discount Program
Members have access to savings on oral health care
products through our discount program with Epic Dental
— free of charge! The program offers discounts on a wide
array of Epic products that contain xylitol — a natural
sweetener shown to stop tooth decay.1 Use Epic Dental
products to help fight cavities and keep your smile the
best it can be!
Three Special Offers for Aetna Members:
How the Epic Discount Program works:
• 50% off your first order up to $25.00. Promotional
code: AETNA20.
• A 20% discount on all subsequent orders. Promotional
code: AE25DN. To receive your discount, simply provide
the Aetna promotional code at the time of purchase.
For more information about the program, or to order
Epic dental products, go online to
www.epicdental.com/aetna or call 1-800-494-3742.
Waterpik Ultra Cordless Dental Water Jet with Free
Travel Case:
Features premium Waterpik quality in a compact and
ergonomic new cordless design. It removes plaque and
bacteria from deep between teeth and below the gum
line where brushing and flossing can’t reach and is
clinically proven to be up to 93% more effective than floss
at improving gum health. Buy the Waterpik Ultra Cordless
along with a free travel case for only $44.99 plus shipping
and handling.
Waterpik Ultra Dental Water Jet: Easier and More
Effective than Floss, for Healthier Gums in 14 days Guaranteed. Your mouth will be cleaner and fresher
than ever, and you can save money over time on
expensive dental procedures. Buy the Waterpik Ultra
for only $44.99 plus shipping and handling.
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Waterpik Sensonic Professional Sonic Toothbrush: 25%
faster and clinically proven to remove significantly more
plaque than other Sonic Toothbrushes! Special Features: 2
minute time, 30 second quadrant pacer, dual speed
control, and 3 brush heads included - Standard, Small, and
Interdental Brush. Buy the Waterpik Sensonic Professional
now for only $49.99 plus shipping and handling.
Please visit www.AetnaWaterpikPromo.com or call
1-800-290-1568; available [X] AM to [X] PM, [X] days a
week. and use the promotional code: AetnaWP09 to take
advantage of these exciting offers.
OTHER DISCOUNT PROGR AMS
Zagat® Discounts
How to Get Started
Through Zagat, members can receive a free 60-day Premium Membership to ZAGAT.com and a discount on a
one-year, full-access ZAGAT.com Premium Membership as well as discounts on the popular Zagat Survey guides,
Zagat apparel and products and more.
With their Premium Membership, members gets:
• Unlimited access to Zagat’s trusted Ratings & Reviews of restaurants in hundreds of cities worldwide based on the
opinions of hundreds of thousands of diners just like them. To help them find the perfect spot for any occasion, use
ZAGAT.com’s new interactive search features and view menus, photos, virtual tours and more! Plus make online
reservations 24 hours a day, 7 days a week. Once they have chosen a restaurant, they should remember to ask
about such things as their healthy menu choices, how the food is prepared and ingredients.
• Discounts on all purchases at the online Zagat Survey Shop. There they can purchase Zagat Survey guides for
restaurants, nightlife, shopping, golf courses, movies and more in cities around the world.
• Unlimited online access to Zagat Ratings & Reviews on the go with ZAGAT.com from their mobile device.
How it works
• Enjoy a free 60-day Premium Membership to ZAGAT.com.*
• Receive a 30% discount when they purchase a one-year Premium Membership to ZAGAT.com.**
• With their 60-day and one-year memberships they can save up to 25% off purchases at the Zagat Survey Shop.
• Access to Zagat Ratings & Reviews on ZAGAT.com from their mobile device.
*This offer is only available to first time Zagat members. After 60 days theiraccount will automatically be renewed for a one-year Premium Membership
at the 30% discounted rate. They may cancel their membership at any time by contacting Zagat customer service.
**If the member is already a Zagat member they will need to cancel their current membership and purchase a new membership to receive the 30%
discounted rate. They may cancel their membership at any time by contacting Zagat customer service.
35
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• Visit www.zagat.com/aetna60 to redeem the
free 60-day offer.
• If they decide to purchase a new one-year
membership without redeeming the free
60-day offer, visit www.zagat.com/aetna2008
• They do not need to enter a promo code for either
membership offer. The promo code will automatically
be entered on each respective billing page.
• Enter their account and billing information to
complete their membership purchase.
• Access the Zagat Survey Shop from ZAGAT.com.
• For more information visit Zagat’s online “Help”, or
call 1-800-540-9609 Monday through Friday, 9:30
am to 6 pm EST .to speak to a Zagat customer
service representative.
At Home Products Discount Program
How it works. Members can
Members and their eligible family members can take advantage of money-saving discounts on health care
products that they can use in the privacy and comfort of their home and that add up to savings for them and
their family.
• Use the promotional code AETOMR10 to take
advantage of this exciting offer and receive their
discount. (Note: Please do not share the promo code
in any external documents other than those sent
directly to enrolled members since this is an Aetna
specific promo code entitling only Aetna members
to these discounts)
The Omron Healthcare Deluxe Blood Pressure Monitor which was launched in October 2010 is included within
this discount program rather than as a separate program offering.
We expect to expand the At Home Products Discount Program over time and include a variety of vendor health
and wellness products that are attractive to Members and their families.
Omron Deluxe Blood Pressure Monitor
Members have the opportunity to track their own blood pressure at home with Omron Healthcare’s Deluxe
Blood Pressure Monitor.
They can purchase the monitor for $59.00 (plus $5.00 shipping and handling per unit) – a savings of $40.00 off
the current retail price of $99.99.
Product Features - HEM-711 Deluxe Blood Pressure Monitor
• Simple, silent, 1-touch automatic operation makes it easy to use.
• Extra-large digital display for systolic and diastolic blood pressure, pulse, data and time.
• ComFit Cuff with SigmaCuff technology—performed and expandable to easily fit regular and large arms,
9” to 17” circumference.
• IntelliSense technology for accurate, more comfortable readings
• Advanced diagnostics, including hypertension indicator (according to American Health Association guidelines),
irregular heartbeat detector and excessive body motion detector, 60 memory storage readings and data and
time stamp, advanced averaging
• 5-year limited warranty
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• Visit http://omron.stage.suresource.com/aetna.asp
• For more information or to place an order by phone
call 1-866-896-5452 to speak to an Omron
Customer Service representative.
MEM-X
Better than a diary, or sticky notes, MEM-X, your second memory, looks after you. It alerts you at the precise
date & time selected, and tells you in a familiar prerecorded voice, all you have to do at that time, from special
events to taking your medication.
MEM-X, the vocal reminder, shaped like a cell phone and ultra light (2.29 oz), MEM-X is carried or worn around
the neck on an included lanyard.
MEM-X can store up to 90 messages of up to 10 seconds each, as memory milestones to be heard at preset
times throughout the day.
There are three types of messages all programmed in the same way:
• Fixed Messages delivered every day at the same time.
• One time messages
• Weekly messages
More information on the device can be found at www.mem-x.com click on the British flag in the upper right
corner to view the website in English.
The current price for MEM-X is $194.00
• Aetna Member discount price $179.00 to one shipping address. Price will be honored for Members, Member
families and Member extended families. This means that a person in a Member’s family can purchase a MEM-X
for another relative, even though the additional relative is not an Aetna Member.
Delivery is from local stock usually shipped within two days.
MEM-X can be ordered directly from mem-x@live.com
37
M_LG_MS_10307
18.03.053.1 (9/11) VERSION 2

Field Sales Resource Guide

Transcription

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STATEMENT OF PATIENT PRIVACY RIGHTS