As part of the Truist medical plan benefits offered by Aetna, teammates, spouses or domestic partners, and covered dependents are eligible to participate in the Case Management Program. The program does not cost you anything—it's a benefit of the Truist Well-Being Program.

The goals are to provide guidance in managing your health and helping you navigate the treatment and coverage options. Individuals with complex health issues receive one-on-one support from case managers: registered nurses with Aetna who work with you and your doctors to coordinate your care and connect you to the right resources. Case managers do not replace primary care physicians.

A case manager will reach out to you directly by phone or letter if you have one or more of the following health conditions: heart disease, diabetes, cancer, high-risk pregnancy, stroke, organ transplant, renal disease, rare diseases such as multiple sclerosis, or traumatic injuries (other health conditions also may qualify). 

You will receive guidance about:

  • Prescription medication questions
  • Questions before or after surgery
  • Learning about a new or recent diagnosis (for example, allergies, multiple sclerosis or cancer). A case manager will send you written educational information about the diagnosis, treatment plan options, and expected prognosis.
  • Developing a short-term plan of small, achievable steps to reach a long-term goal (for example, managing high blood pressure)
  • Finding a primary care provider, specialist or nutritionist
  • Understanding your benefits

Case Management services are voluntary. If you choose to use Case Management, you'll be assigned a personal case manager who will communicate with you by phone as often as you need and at times that work best with your schedule. You can receive support until your condition improves or until you're comfortable managing your condition on your own.

Case Management incentive program

The Truist Well-Being Program offers eligible participants a one-time $250 cash incentive when you create a care pan with your clinical nurse advocate and participate in more than one telephone coaching session and another $250 when you complete all the goals in your care plan.

Eligibility for the Case Management incentive program is determined by a case manager. Participation means developing a care plan with the case manager and participating in the program for more than one day. Completion means completing all of the goals in the care plan.

If you or one of your dependents participates, any incentive earned will be included in the Truist teammate’s payroll within three to four payroll cycles following participation/completion.

The incentive program is available to medically-enrolled teammates as well as covered spouses or domestic partners, and children who are selected for case management services by Aetna. COBRA members are not eligible to participate.

Contact Case Management


Monday- Friday 8 am - 6 pm ET

Phone: 888-402-1229

For incentives questions, contact the CarePlus Support Center   
Mon. – Fri. 9 am - 8 pm ET
Phone: 888-575-4588