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The Banner|Aetna Way

#1 NEVER FORGET WHY WE ARE HERE

Fix healthcare. The current path is unsustainable. Be courageous and drive the change our industry so desperately needs. Do it for our friends, families, and future generations. Solutions are in reach!

#2 FIND A WAY

Take personal responsibility for making things happen. Respond to every situation by looking for how we can do it, rather than accepting that it can’t be done. Be resourceful and show initiative. Don’t make excuses or wait for others to solve the problem. See issues through to their completion. Challenge and expect others throughout the organization to do the same.

#3 DISRUPT THE STATUS QUO

Regularly reevaluate every aspect of your work to find ways to improve.  Rethink and challenge processes that don’t deliver on the brand. Don’t be satisfied with the status quo. “Because we’ve always done it that way” is not a reason at Banner|Aetna. Guard against complacency. If it’s a piece of crap, speak up and change it.

#4 DRIVE INNOVATION

Take intelligent risks. Innovation, improvement, and success don’t come from playing it safe. They come from a thoughtful and intentional willingness to try the unconventional and to ask, “What if?” We’re a new company. Try a new way. Think differently. Create the future of healthcare.

#5 DELIVER LEGENDARY SERVICE

It’s all about the experience. With every experience, do the little things, as well as the big things, that surprise people. Make every interaction stand out for its helpfulness. Create the “WOW” factor that turns customers into raving fans. This includes both internal and external customers. Seize the opportunity to shine!

#6 PRACTICE COLLABORATIVE PROBLEM SOLVING

Demonstrate a relentless solution focus, rather than pointing fingers or dwelling on problems. Perform a “results autopsy” when things go wrong.  Get smarter with every mistake. Learn from every experience. Don’t blame the broker for the lost sale – or the provider for the termed contract – or the customer for not renewing – or your teammate for not following up.  Knowing the outcome, what could you have done differently to improve the result? Apply that learning and share with others.

#7 ASSUME POSITIVE INTENT

Work from the assumption that people are good, fair, and honest, and that the intent behind their actions is positive. Set aside your own judgments and preconceived notions. Give people the benefit of the doubt.

#8 BE PROACTIVE

Solve problems before they happen by thinking strategically, anticipating future issues, planning for contingencies, and addressing them in advance. Work with appropriate lead times. Preventing issues is always better than fixing them.

#9 FOSTER HEALTHY RELATIONSHIPS

Get to know your customers, partners, and co-workers on a more personal level. Treat everyone with the dignity and respect they deserve. Talk more and e-mail less. Understand what makes others tick and what’s important to them. Have each other’s backs. Strong relationships enable us to more successfully work through difficult issues and challenging times.

#10 BE CURIOUS

In the search for the best solutions, challenge and question what you don’t understand or doesn’t deliver on the Banner|Aetna brand. Don’t accept anything at “face value” if it doesn’t make sense to you. Be curious, ask thoughtful questions, and listen intently to the answers. Dig deeper to go beyond the expected. Ask the extra question.

#11 FOCUS ON YOUR CUSTOMER

In all situations, do what’s best for your customer, even if it’s to our own short-term detriment. Put their needs ahead of our own. There’s no greater way to build a reputation than to steadfastly do what’s right for others. Every day.

#12 CELEBRATE SUCCESS

Celebrate the many successes we have. Recognize people doing things right rather than pointing out when they do things wrong. Regularly extend meaningful acknowledgment and appreciation in all directions throughout our organization.

Health benefits and health insurance plans are offered, underwritten, and/or administered by Banner Health and Aetna Health Insurance Company and/or Banner Health and Aetna Health Plan Inc. (Banner|Aetna). Banner|Aetna is an affiliate of Banner Health and of Aetna Life Insurance Company and its affiliates (Aetna). Each insurer has sole financial responsibility for its own products. Aetna and Banner Health provide certain management services to Banner|Aetna. Aetna, CVS Pharmacy® and MinuteClinic, LLC (which either operates or provides certain management support services to MinuteClinic-branded walk-in clinics) are part of the CVS Health® family of companies.

98point6® is a registered trademark of 98point6 Inc. Access to 98point6® is not included in all plans. 98point6 is available to members age 1-17 when an adult parent or guardian is also enrolled in the plan.

Availity® is a registered trademark of Availity, LLC.

This material is for information only. An application must be completed to obtain coverage. Rates and benefits vary by location. Providers are independent contractors and are not agents of Banner|Aetna. Provider participation may change without notice.

Health insurance plans contain exclusions and limitations.