Aetna Member Story

Aetna's Care Coordination Helps Member Regain Her Independence

Kimberly Jones, a 64-year-old Caucasian female, was admitted to a long-term care facility for rehabilitation and physical therapy in May 2021 after suffering a stroke that left her with left side weakness and impaired mobility.

Before this trauma, Kim was living independently in Lake County, IL, with a beautiful view of the lake from her window. This was the first time in her life losing independence, mobility, and the ability to care for herself, and she desperately wanted to regain her independence and strength and return home.

Aetna’s care coordination team:

• Educated her on the transition process and her benefits as an Aetna Better Health member.
• Secured a free cell phone for her through a community partner that included unlimited data benefits and internet hotspot.
• Established homemaker services and an emergency home response system.
• Worked with family and friends to modify home accessibility.
• Coordinated home healthcare and regular check ins with her PCPs.
• Setup home delivery of medications.
• Arranged for her to be vaccinated
• Ensured she was equipped with medical equipment and home care supplies including a fully electric hospital bed.

Kim had no idea these benefits were available to her through her Medicaid plan. She expressed to the Aetna team that she was so happy to be home and how grateful she was to have a team of people that were very dedicated to helping her and advocating on her behalf.

She explained that her view from her nursing home room was a gray concrete wall, and now at home, she wakes up again to the beautiful view of the lake.



“Community resources and benefits are not advertised on billboards or on TV, so it’s up to us as care coordinators and case managers to educate and advocate for our members,” said Amy Bossman, Case Management Coordinator at Aetna Better Health.