Sutter Health | Aetna Enlists Docent Health to Elevate Member Experience

FOR IMMEDIATE RELEASE

September 12, 2019

Sutter Health | Aetna Enlists Docent Health to Elevate Member Experience

Proprietary technology will help members with network navigation and care coordination .

SAN FRANCISCO, Calif. – September 12, 2019 – Sutter Health | Aetna today announced members will have access to a unique technology-enabled service from Docent Health that will help them find a provider, schedule an appointment, understand tools available to them and more starting this Fall. The pilot program, part of an agreement between Sutter Health and Docent Health, delivers personalized services across phone, email and text to members.

“We’re re-imagining the member experience by making healthcare more accessible and convenient through rapid innovation,” said Steve Wigginton, Sutter Health | Aetna CEO. “Docent Health is an organization that understands the importance of hospitality and high-touch experiences and together we’re aiming to deliver a truly elevated and differentiated offering.”

Sutter Health and Docent Health have worked together in the patient and provider space since early 2018, building the foundation to extend the offering to Sutter Health | Aetna members, the first offering by Docent Health in the payer and member-engagement space in Northern California. The program will serve as a concierge for Sutter Health | Aetna members, providing proactive and reactive engagement that will help it anticipate and respond to member needs.

“Docent Health is excited to begin delivering our innovative technology to Sutter Health | Aetna members,” said Paul Roscoe, CEO of Docent Health. “The collaboration between our two teams holds the power to redesign how members engage with their health plan and completely reshape expectations for this industry.”

The technology will be available to those considering Sutter Health | Aetna during open enrollment periods as well as current members. Interested parties should contact their Sutter Health | Aetna representative for more details.

The Docent Health-Sutter Health contract for the pilot program went into effect June 30, 2019, with access for new Sutter Health | Aetna members beginning this Fall. Full access for members will begin on January 1, 2020.

About Sutter Health | Aetna

Sutter Health | Aetna is a joint venture that brings together Sutter Health’s clinical excellence with Aetna’s leading health plan expertise, cutting-edge data, analytics and health information technology, and shared care management capabilities. This joint venture aims to deliver a differentiated, personalized experience for members and is designed to improve efficiency and lower the cost of care, resulting in greater affordability.

About Docent Health

Docent Health is a venture-backed healthcare experience technology and services company focused on helping healthcare organizations transform and truly embrace a consumer-centric approach to healthcare. The company’s platform and services combine digital and human interactions to guide customers on journeys tailored to their specific needs and preferences. By utilizing Docent Health’s platform, health systems and payors can provide personalized, empathetic experiences that lower the cost of care, elevate engagement, and improve health outcomes. For more information, visit www.docenthealth.com  or follow us on Twitter and LinkedIn.

Health benefit plans are administered by Sutter Health and Aetna Administrative Services LLC.        Sutter Health | Aetna is the brand name used for products and services provided by Sutter Health and Aetna Administrative Services LLC. Sutter Health | Aetna is an affiliate of Sutter Health and of Aetna Life Insurance Company and its affiliates (Aetna).

Media Contact:

Scot Murdoch

916-448-5802

Our Collaboration

The new joint venture brings together Sutter Health’s network of nationally recognized, high-quality* doctors and hospitals with Aetna’s leading health plan expertise, cutting-edge data, analytics and health information technology, and shared care management capabilities. This joint venture aims to deliver a differentiated, personalized experience for members and is designed to improve efficiency and lower the cost of care, resulting in greater affordability.

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*Many of the hospitals and physician organizations in the Sutter Health network have been recognized for quality achievements from The Joint Commission, The Leapfrog Group®, Integrated Healthcare and CAPG.

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What's New

Health benefit plans are administered by Sutter Health and Aetna Administrative Services LLC. Sutter Health | Aetna is the brand name used for products and services provided by Sutter Health and Aetna Administrative Services LLC. Sutter Health | Aetna is an affiliate of Sutter Health and of Aetna Life Insurance Company and its affiliates (Aetna). Aetna provides certain management services to Sutter Health | Aetna. Aetna and MinuteClinic, LLC (which either operates or provides certain management support services to MinuteClinic-branded walk-in clinics) are both within the CVS Health family.

This material is for information only and is not an offer or invitation to contract.  Health benefit plans contain exclusions and limitations. Providers are independent contractors and not our agents. Provider participation may change without notice. We do not provide care or guarantee access to health services. Not all health services are covered. See plan documents for a complete description of benefits, exclusions, limitations and conditions of coverage. Plan features and availability are subject to change and may vary by location. Information is believed to be accurate as of the production date; however, it is subject to change.

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