Case Studies

Aetna Medicare Transition Services Takes Control of its Contact Center with CXone


It’s not surprising that many employees are confused about their healthcare insurance options as they become eligible for Medicare. Aetna Medicare Transition Services educates working people ages 65 and older on healthcare options and helps them determine if Medicare is right for them and then can help find a plan that meets their needs. The organization focuses primarily on transitioning employees from their employers’ group Aetna plans to individual Medicare plans with Aetna. The company has 45 agents, all of whom are licensed insurance agents, at its Florida contact center. These advisors handle around 2,700 calls per month, the majority of which are inbound calls generated by marketing campaigns to corporations that have asked Aetna MTS to educate their employees on healthcare options for retirement. Call volumes increase dramatically during the annual Medicare open enrollment period from October 15 to December 7.