Know what they owe: Frictionless Billing makes understanding medical billing easier for members

By: Joanne Mizell

Whether they are preparing for a hospitalization or recovering from a complicated health event, consumers often have a difficult time understanding their insurance coverage and medical billing. To help improve the billing and payment experience for members, Banner|Aetna just launched the frictionless billing initiative which combines insurance information with billing data from Banner Health’s physicians and hospitals in an all-in-one statement. The statement gives a clear picture of costs and coverage and can be accessed through the secure Banner|Aetna member portal or by email or mail.

Consolidating the information from doctors, facilities, and other care providers who may all bill separately for services makes it easier for members to see what was billed, what they’ve paid, what Banner|Aetna paid, and what they still owe. By adding the insurance Explanation of Benefits (EOB) details with this medical billing information, members can see the full picture of their costs and coverage all in one place. This feature is only possible because of the unique relationship between Banner Health and Banner|Aetna as a joint venture, which brings together the people who provide care with those who help pay for it.

Other enhanced features also remove the “surprises” from the medical billing process. These include automated payment status updates, which keep members up to date as their claim moves through processing. Members are sent email notifications when the bill is ready, if the bill is delayed, and when insurance payment is complete. Banner|Aetna members can also count on dedicated customer service support, provided by Banner Health, for any billing and payment questions, regardless of whether it’s an insurance or provider related inquiry. The new integrated customer service line assists with all billing questions directly, eliminating the need for the member to go back and forth between the insurance company and providers to navigate their medical bills.

Frictionless billing is just one of the efforts focused on how to make understanding medical billing and complex health insurance information easier for members. A federal bill called the “No Surprises Act” went into effect at the start of 2022 and in Arizona, there are also laws in place to prevent surprise billing and provide dispute resolution for patients. Health insurers also need to do what they can to ease these burdens, but only joint ventures like Banner|Aetna are in a position to truly integrate provider billing and insurance information in one place.

Read more about the Banner|Aetna’s frictionless billing announcement. Or if you’re interested in learning more about our coverage, visit our Employer or Individual coverage information here.