Page 69 - R2P Front Desk Manual v1

How to Verify Aetna

1. Call Provider Services at 888-MDAETNA (888-632-3862) to obtain a faxed copy of
benefits, hear benefits through the automated system, and connect to speak with a
representative.
2. Enter the clinic’s NPI or Tax ID number.
3. Say “Coverage & Benefits” or press the number 2.
4. Say or enter the patient’s Aetna ID number.
5. Say or enter the patient’s date of birth.
6. Confirm the patient’s name.
7. Choose the option to receive benefits via fax or wait until the automation begins stating
in-network benefits.
a. To receive a fax, say “Fax it” or press the number 2.
i. Enter the fax # (301-798-4876)
ii. Select the option to include Benefit Details
iii. For the service type, say “Physical Therapy”
iv. You can hang up after the automated says the fax has been sent.
b. To hear benefits through the automated system, key through the prompts to
obtain required benefit information. Record details as a Chart Note in WebPT.
8. The faxed copy and automated system will not include all necessary benefit
information and should only be used as an outline of the benefits. To obtain full
benefits, you MUST speak to a representative.
a. You can connect to a representative by saying “Representative” after you have
listened through the basic benefits of the plan.

Reminder! Any correspondence with insurance representatives must be detailed as a Chart
Note in the patient’s WebPT chart and should include the representative’s name and a call
reference number.

Last Update: 7/9/19