DENTAL

CS TOOLBAR/FOLDER

100

I am trying to look up D9944 but it is not showing up on my GPS, how can I find it? 

CS TOOLBAR - ADA TABLE MAIN PAGE

200

I receive documents mailed to me by a members or providers

CS TOOLBAR - ECHS

300

I need the telephone number for Tech Support

CS TOOLBAR - DT&R - PHONE NUMBERS

400

Where can I find DR 07-10?

CS TOOLBAR - E.POLICIES. - DCs-DRs - DR BY #

500

I can view the Aetna.com (Member Portal) from the members perspective

CS TOOLBAR - AETNA WEBSITES - INTERNAL IAM MEMBER

ADA CATEGORY

100

Cone beam CT capture and interpretation with limited field of view - less than one whole jaw

D0364

200

Pulpal regeneration - interim medication replacement

D3356

300

Localized Delivery of Antimicrobial Agents

D4381

400

Inlay-cast predominantly base metal, three or more surfaces

D6605

500

Corticotomy – four or more teeth or tooth spaces, per quadrant

D7297

AETNA CARES

100

• We come to work because we know we make a difference
• We take the time to build relationships and understanding through personal, heartfelt connections
• We're deeply trusted by our members
• We take pride in knowing that we're making healthier happen when we're all Helping With Heart

HELPING WITH HEART

200

• Empowering you with discretion and decision-making capabilities to do what's right.
• Educating our members to prevent future issues (saying no and explaining the why).
• Giving real-time access to different departments for support to resolve member issues.

OUR PURPOSE

300

• Empathy
• Trust
• Proper phone etiquette 

THE CONSUMER CENTRIC PHILOSOPHY

400

Mention two of the Helping with Heart Purpose

I provide a friendly greeting and offer my help

I remove obstacles to make experiences easier

etc.

500

3 Words to Use with Customers: 

3 Words to Avoid with Customers: 

Which would you prefer?
How may I help?
Here are some options… 

/

You have to/need to/must…
I'll try
Policy

MEMBER

100

How many dependents are on the plan, not including Policy Holder? 

5

200

How many bitewings are allowed? 

1 set per 6 months

300

What is the frequency for Osseous Surgery? 

1 quad every 3 roll yrs each

400

What is the Missing Tooth Clause?

Is there a missing tooth clause on the plan?

Yes

If a tooth was extracted prior to becoming Active with Aetna, we will not cover prosthetics.

500

Is Oral Surgery covered by Dental? 

Dental in Nature covered under Dental

PROVIDER

100

Whats the providers NPI? 

Security Purposes

200

Who is the dentist contracted with? 

Extend Network

300

What's the fee code? 

SCM 

RUMBA - SCMINQP1 - DPQ19

400

What are the 2 flags on the account? 

AAOPTOUT & DENMEDCR

500

What button can I select to add a member on the provider call.

Add a Member to a Case bubble