HARTFORD, CT (FEBRUARY 5, 2026)— Aetna®, a part of CVS Health®, has rolled out a new digital benefits onboarding experience for four million members this welcome season. This initiative makes it easier for new members to navigate their healthcare plans using digital tools and Rich Communication Services (RCS) messaging.
According to Nathan Frank, Aetna’s Senior Vice President of Digital and Technology, onboarding is a crucial time for families. It’s often their first interaction with Aetna, and the goal is to provide clear and timely information. This new digital onboarding is just one of many innovations Aetna is introducing this year, aimed at simplifying healthcare navigation.
Aetna’s upgraded messaging system allows members to access information directly within text conversations. Recent statistics reveal a significant boost in member engagement, with an 80% increase and a 26% drop in opt-out rates for those using the new RCS technology. The shift from plain SMS to RCS makes communication more interactive and user-friendly.
Looking forward, Aetna plans to expand these enhancements. Here are a couple of key areas they’re focusing on:
- Hospital Discharge and Recovery: Aetna aims to aid members transitioning from hospitals back to their homes through improved messaging options that respect individual communication preferences.
- Chronic Condition Management: Building on its existing Aetna Care Paths program, Aetna will integrate RCS messaging to better support those managing chronic conditions, ultimately aiming for better health outcomes.
This shift toward digital solutions comes at a time when many companies are embracing technology in healthcare. A recent report found that nearly 80% of patients prefer digital communication channels for healthcare-related interactions. This trend shows how important it is for companies like Aetna to evolve and meet the needs of their members.
Aetna is designed to help around 37 million people navigate their health care better. They offer a wide range of services, from medical and pharmacy plans to behavioral health support. To explore more, visit Aetna.com.
About CVS Health: CVS Health operates nearly 9,000 retail pharmacies and over 1,000 clinics, serving a vast network of nearly 87 million plan members. With a focus on connected health solutions, they strive to enhance health access and deliver better care. Learn more about their mission and services at CVS Health.
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