DocFind Frequently Asked Questions (FAQ)

• General FAQs • Using DocFind FAQs • Specialties FAQs • Coverage/Health Plan FAQs • Directory FAQs • Enrollment FAQs • Important Information About Laboratory Services*

General FAQs

•   What information can I find using DocFind?
•   How can I find maps and driving directions?
•   How often is DocFind updated?
•   Why does DocFind use geographic criteria to give search results?
•   How are miles calculated from a given zip code?
•   Can I select/change a primary care physician or dentist usng DocFind?
•   What does "Board Certified" mean?
•   Please explain the difference between M.D., D.O., and D.C.
•   Why do some dentists have a DDS, some a DMD and some an MD after their name and what are the differences between them?
•   What is the difference between the information found in the Aetna VisionSM Discounts section and the information in the physicians and other health care professionals section of DocFind?
•   What is the relationship between Aetna® and participating physicians, hospitals and other health care providers?
•   Where can I find information about working at Aetna?

Q: What information can I find using DocFind?


A: Participating physicians and other health care professionals: Physician Name, Provider ID # (for PCPs only), Phone, Address, Specialty, Accepting New Patients, Hospital Affiliation, Office Hours, Board Certification, Handicapped Access, Age Bands, Foreign Languages Spoken (if applicable), Medical School Attended, Year Graduated, and Provider Role such as PCP or Specialist.


Participating Hospitals: Name, Address, Phone, Affiliated physicians


Participating Dentists: Name, Address, Specialty, Accepting New Patients


Vision: Name, Address, Phone


Participating Pharmacies: Name, Address, Phone


Facilities and others, such as vision and hearing discount locations: Name, Address, Phone, Provider Role


National Advantage Program: Name, address and phone number of hospitals and facilities available through the program.


Urgent Care: Name, Address, Phone


Mental Health/Substance Abuse Facilities: Name, Address, Phone


Behavioral Health Providers: Name, Address, Phone, Specialty, Accepting New Patients

Q: How can I find maps and driving directions?


A: You find a provider on DocFind, we can help get you there with a map and driving directions. Once you search for a provider and get a result, click on the Map It icon at the top, right of the page.

Q: How often is DocFind updated?


A: DocFind is updated 6 days per week excluding Holidays and Sundays.

Q: Why does DocFind use geographic criteria to give search results?


A: Since DocFind contains data on providers in many Aetna networks across the country, using geographic information such as town, city, state, zip code, county will help you narrow down the list of providers you receive that are closest to the area you are searching in. Otherwise we could give you lists of physicians that are way outside the area you are most interested in. If you are logged in to your secure member website, we use the zip code in your records. You always can change the zip code in the Narrow your results section after doing a search.

Q: How are miles calculated from a given zip code?


A: Actual driving distance may vary depending on route. Mileages are approximate and based on a straight line between the start and end points, or "as the crow flies." To determine actual driving distance, DocFind users can link to use the map feature on DocFind and enter their "starting" address. Users can obtain a more specific estimate of mileage by then requesting a "plan route."

Q: Can I select/change a primary care physician or dentist using DocFind?


A: Yes, if you are using DocFind on your secure member website. This option is available within the search results list under the Other Info column. It is also in the Take Action box on the individual doctor's page. Look for the words Make This My Primary Care Doctor. Click on the link to begin the selection process.

Q: What does "Board Certified" mean?


A: When a physician is board certified, it means that he or she has applied for and been awarded certification from the American Board of Medical Specialties or the American Osteopathic Association. To become board certified, a physician must:

• Graduate from an accredited medical school
• Complete a specific type and length of training in a medical specialty
• Practice for a specified amount of time in that specialty
• Pass an examination given by the medical specialty board


Board certification is a voluntary process. Most certifying boards now require physicians to be recertified at specified intervals.

 

Q: Please explain the difference between M.D., D.O., and D.C.


A: M.D.s are physicians who have earned a degree of Doctor of Medicine (M.D.) by completing an approved course of study at an approved allopathic medical school.


D.O.s are physicians who have earned a degree of Doctor of Osteopathy (D.O.) by satisfactorily completing a course of education in an approved college of osteopathic medicine. Osteopathic physicians and Medical (M.D.) physicians follow nearly identical courses of training and modes of practice, except that osteopathic medicine places an additional emphasis on the study of mechanical derangement of tissues as a cause of illness, and on treatment that involves manipulation of body structures.


A chiropractor is awarded the degree of Doctor of Chiropractic, or D.C., after completing at least 2 years of premedical studies followed by 4 years of training in an approved chiropractic school. In most cases, treatment provided by chiropractors involves the mechanical manipulation of the spinal column. Some practitioners employ radiology for diagnosis and use physiotherapy and diet in addition to spinal manipulation. In most cases, chiropractors are not licensed to prescribe controlled medications and, in general, Chiropractic does not employ drugs or surgery.

Q: Why do some dentists have a DDS, some a DMD and some an MD after their name and what are the differences between them?


A: DDS, DMD & MD are certain types of degrees from the schooling the Dentist received. There is no difference between the DDS (doctor of dental surgery) and DMD (doctor of dental medicine) degrees. Universities have the prerogative to determine what degree is awarded, and they award one of the two (but not both). Both degrees use the same curriculum requirements set by the American Dental Association's Commission on Dental Accreditation. Dentists who have a DDS or DMD have the same education and state licensing boards accept either degree as equivalent. So, both degrees allow licensed individuals to practice the same scope of general dentistry.


Regarding the MD degree, additional post-graduate training (i.e., after receipt of the DDS or DMD degree) is required to become a dental specialist, and some oral and maxillofacial training programs award an MD the graduates. Oral and maxillofacial surgeons complete, at a minimum, a 4-year hospital residency focused in the area of oral and maxillofacial surgery. Residency rotations include training in emergency treatment, general surgery, medicine and anesthesia. Of the more than 70 oral and maxillofacial surgery residency programs currently accredited by the American Dental Association Commission on Dental Accreditation, 37 award an MD degree, and an additional 13 provide their residents with the option to pursue the MD.

Q: What is the difference between the information found in the Aetna VisionSM Discounts section and the information in the physicians and other health care professionals section of DocFind?


A: The Aetna Vision Discounts section of DocFind allows members to identify participating "service locations". Here you will find the addresses of retail stores and independent physicians who dispense eyewear under the Aetna Vision Discounts program. Though the physicians themselves are not individually listed, the retail stores listed usually have physicians who provide eye exams. Contact the provider ahead of time for information on services available.


The Physicians section of DocFind lists Aetna participating physicians and other health care professionals. Aetna contracts with EyeMed Vision Care, LLC to coordinate a network of eye care professionals who provide covered services as well as participate in Aetna Vision Discounts. Within the specialties of optometry and ophthalmology, EyeMed providers are indicated by IPA name "EyeMed Select Network" or "Vision One."


The search results will also include providers who are not associated with EyeMed and are not part of the discount program. Note that not all optometrists and ophthalmologists in the physicians and other health care professionals section dispense eyewear.

Q: What is the relationship between Aetna® and participating physicians, hospitals and other health care providers?


A: The participating physicians in the Aetna network are independent physicians and other health care professionals who practice at their own offices and are neither employees nor agents of Aetna. Similarly, participating hospitals are neither owned nor controlled by Aetna. Likewise, other participating health care professionals are neither employees nor agents of Aetna.


Aetna cannot guarantee the future availability of any particular provider for referred or in-network benefits.


Certain Aetna participating hospitals may also be available under the National Advantage Program. Participating physicians are not currently available under the National Advantage Program.

Q: Where can I find information about working at Aetna?


A: Please visit Aetna Careersfor information about working at Aetna.

Using DocFind FAQs

•   How can I search for a provider on DocFind?
•   What terms can I type into the search box to search for a health care provider?
•   What do I do if I don't get any results back?
•   Why are some results shaded?
•   How can I search for a provider for my daughter? [secure only]
•   How do I search for plans other than the one I'm currently enrolled in. [secure only]

 

Q: How can I search for a provider on DocFind


A: There are two ways to search for a health care provider on DocFind. You can:

• Enter a search term in the search box in the top, middle part of the page.
• Click on a condition, procedure or provider type from a predefined list.

Q: What terms can I type into the search box to search for a health care provider?


• A: You can use the following types of search terms

• Name of a health care professional, hospital or facility
• Body part
• Condition
• Procedure
• Symptom
• Geographic Location
• Type of health care professional

Q: What do I do if I don't get any results back?


• A: Try the following:

• Make sure everything is spelled correctly.
• Try different words.
• Try more general words.
• Try fewer words.

Q: Why are some results shaded?


• A: This provider is not in network for your plan. You may pay more when you visit this type of provider.

Q: How can I search for a provider for my daughter? [secure only]


• A: When you first visit DocFind, we provide search results based on the location and plan information we have on file for you. This allows us to do the work for you. To change the default to that of a dependent, find the drop-down menu at the top, left corner of the page. You will see your daughter's name in this list. Select her name and the settings will change to her plan and location.

Q: How do I search for plans other than the one I'm currently enrolled in. [secure only]


• A: Depending on the time of year, you will see a link Future Plans at the top, right of your page. When you click on this, your default setting changes from your current plan to the one you selected during open enrollment.


• If it is open enrollment time and you would like to see if a provider participates in a plan being offered to you, then visit our public provider directory. Be sure to select the plan you are interested in when you are prompted to.

Specialties FAQs  

• Q: What types of physicians can I select for my PCP?


• A: You can select:

• General practice*
• Family practice
• Internal medicine
• Pediatrics
• In some states an OB/GYN or an Advanced Registered Nurse Practitioner

*Please note that you will find more providers if you search for family practice rather than general practice.
Coverage/Health Plan FAQs  

• Q: I just found this physician on DocFind, what will my coverage be if I visit this physician?


• A: If you are an Aetna member and registered for Aetna Navigator, you can log in and view your existing coverage via the View Coverages link. Additional questions regarding coverage can be directed to Member Services at the toll-free number on your Member ID card. If you do not have an ID card, you can print one using Aetna Navigator, or by contacting your employer's benefits office to obtain the toll-free number.

Directory FAQs

•   If a physician is not in the printed directory I received but is on DocFind, which is correct?
•   Where can I get a printed directory?

Q: If a physician is not in the printed directory I received but is on DocFind, which is correct?


A: DocFind is updated six times a week and therefore is more current than the hard copy directories.

Q: Where can I get a printed directory?


A: You can print the search results you receive using DocFind using the link "printer friendly" on the DocFind results page.


If you need an official, printed directory and it is not included in an enrollment kit, you may order one by contacting your employer or plan sponsor, or by calling the phone number on the back of your ID card.


Please note that the hard copy directories are only updated twice a year whereas DocFind is updated six times a week and therefore is more current than the hard copy directories.


Printed provider directory listings for the National Advantage Program may not be available for all employers.

Enrollment FAQs

•   How can I find out what my new plan covers?
•   When is the best time to call Member Services?
•   When are my enrollment forms due?
•   How can I find out if my current physicians are in my Aetna network?
•   The information on DocFind and the hard copy directory are not the same. Which is correct?
•   I have the Open Choice PPO product and can't find the Provider ID on DocFind or in the hard copy directory for my PCP choice?
•   I can't find the Provider ID on DocFind or in the hard copy directory for my OB/GYN or Pharmacy selection.
•   Should I visit the PCP I want before I send you my selection?

Q: How can I find out what my new plan covers?

A: Please check your plan documents first. If the answer is not there, your employer's benefits office may be able to assist you. Otherwise, please ask your benefits office for the toll-free number of the Aetna® Member Services team assigned to them. (If you already are a member, the Member Services phone number will be on your Member ID card.)

Q: When is the best time to call Member Services?

A: The best times to call are early morning or late afternoon Tuesday through Friday.

Q: When are my enrollment forms due?

A: Your employer's benefits office can answer this question.

Q: How can I find out if my current physicians are in my Aetna network?

A: Please use our online participating provider directory, DocFind®, to search for providers in your network. If you have questions on using DocFind, you may find answers in the DocFind Frequently Asked Questions.

Q: The information on DocFind and the hard copy directory are not the same. Which is correct?

A: The data on DocFind is refreshed weekly and will always be more current then the hard copy directories.

Q: I have the Open Choice PPO product and can't find the Provider ID on DocFind or in the hard copy directory for my PCP choice?

A: It is not necessary to send us a PCP selection for the Open Choice PPO product.

Q: I can't find the Provider ID on DocFind or in the hard copy directory for my OB/GYN or Pharmacy selection.

A: It is not necessary to send us your OB/GYN or Pharmacy selection.

Q: Should I visit the PCP I want before I send you my selection?

A: It is important to let us know your PCP choice before visiting your new PCP.

Important Information About Laboratory Services*
 

• Aetna has a preferred relationship with Quest Diagnostics for laboratory services for our members
  Quest Diagnostics is a full-service laboratory with over 2,000 patient service centers across the country.

• When looking in DocFind® to find a laboratory in your area, other participating laboratories (besides Quest Diagnostics) may show up in your results. This is because Quest Diagnostics is not our only participating provider of laboratory services. Other local and specialty laboratories also participate with Aetna.

• Aetna has national contracts with AmeriPath Consolidated and CBL Path for pathology services. Also, Genzyme Genetics participates with us for genetic testing services. For more contracted specialty laboratory providers, please use DocFind®.

• It is up to you and your doctor to pick the best laboratory for your needs. It is important to keep these things in mind:



• When your doctor wants you to go to a laboratory for a blood or urine test, consider choosing Quest Diagnostics or one of Aetna's other participating local and specialty laboratories. If you do, you may pay less for your test. The amount of money you will have to pay will depend on your benefits plan.

• If you go to your local hospital's outpatient laboratory for a test or service, it may cost you more money out of pocket. This is because the actual hospital may participate in the Aetna network, but the hospital's outpatient laboratory may not be considered as a preferred participant for the member's plan.

• Before you get a lab test or service done, you may need a special form from your doctor. This is called a Lab Requisition Form. Be sure to click on the Provider Detail link (after you select a laboratory in DocFind) to find out if this form is required.

• You can also visit Quest Diagnostics' website, www.questdiagnostics.com, for more information and to find a location near you.

• *Please see Aetna's Clinical Policy Bulletins for more information on covered laboratory services. To view, go to www.aetna.com and choose "Members: public information." Then, select "Health Coverage Information" then "Clinical Policy Bulletins."