Sutter Health | Aetna Enlists Docent Health to Elevate Member Experience

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.

This press release was produced by Sutter Health | Aetna.