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I think I had my craziest customer today. It was an older lady in her 70s. She came up to the counter with a prescription. She had never been to our pharmacy before so I had to create a new profile for her. The usual stuff (address, phone number, allergies, etc.) was put into our system with no trouble. The problem started when I asked for her insurance information.
She opened her purse and pulled out a Medicaid card and a Medicare Part D card. She asked me which one I needed and I told her I would take both of them since they both have prescription coverage for certain things. This is where she said something that caught me totally off guard.
Her: "Why do you want both of them?"
Me: "There is prescription coverage through both of these plans."
Her: "Are you going to bill it to both of them so you can get reimbursed twice?"
Me: "No, but sometimes one plan doesn't cover a drug but the other one does. That's why I need both numbers to be put in."
Her: "Don't give me that. I know what you are doing. I'm going to report you and this place for fraud."
Me: "Ma'am, I would never do something like that. I'm going to bill your Medicare and if they don't cover it then I will try Medicaid. It's a standard thing that we do."
Her: "I know exactly what you plan to do."
At this point I told her I would be right back because I am going to get my manager. I wanted them involved at this time because she was very clearly accusing me of committing a serious crime. He came over and explained it to her the same way I did, but she still wasn't convinced. There's just no explaining certain things to elderly ladies I guess.
I stood to the side as my manager finished processing her prescription. It was accepted by Medicare.
Manager: "Medicare is covering it. Your copay will be $3."
The lady then tried to hand me the money.
Me: "You don't pay yet. You'll pay for it when you pick it up. It will be ready in about 20 minutes."
Her: "You didn't tell me that! This place is really starting to get on my nerves!" She smacked her fist down on the counter before she stormed off.
I have no idea what made her get so upset other than the fact that she must enjoy it or something. Her prescription process went perfectly smooth and I was nothing but polite the entire time, yet she's pissed off agitated. I don't get it. I just wish I could have said something to defend myself, but I most certainly would have been fired. Even though what she said was absolutely insulting to me, accusing me of fraud.
I don't know whether to be angry at her or feel sorry for her. Perhaps she's had a hard life or she may be suffering from dimentia or something.
She opened her purse and pulled out a Medicaid card and a Medicare Part D card. She asked me which one I needed and I told her I would take both of them since they both have prescription coverage for certain things. This is where she said something that caught me totally off guard.
Her: "Why do you want both of them?"
Me: "There is prescription coverage through both of these plans."
Her: "Are you going to bill it to both of them so you can get reimbursed twice?"
Me: "No, but sometimes one plan doesn't cover a drug but the other one does. That's why I need both numbers to be put in."
Her: "Don't give me that. I know what you are doing. I'm going to report you and this place for fraud."
Me: "Ma'am, I would never do something like that. I'm going to bill your Medicare and if they don't cover it then I will try Medicaid. It's a standard thing that we do."
Her: "I know exactly what you plan to do."
At this point I told her I would be right back because I am going to get my manager. I wanted them involved at this time because she was very clearly accusing me of committing a serious crime. He came over and explained it to her the same way I did, but she still wasn't convinced. There's just no explaining certain things to elderly ladies I guess.
I stood to the side as my manager finished processing her prescription. It was accepted by Medicare.
Manager: "Medicare is covering it. Your copay will be $3."
The lady then tried to hand me the money.
Me: "You don't pay yet. You'll pay for it when you pick it up. It will be ready in about 20 minutes."
Her: "You didn't tell me that! This place is really starting to get on my nerves!" She smacked her fist down on the counter before she stormed off.
I have no idea what made her get so upset other than the fact that she must enjoy it or something. Her prescription process went perfectly smooth and I was nothing but polite the entire time, yet she's pissed off agitated. I don't get it. I just wish I could have said something to defend myself, but I most certainly would have been fired. Even though what she said was absolutely insulting to me, accusing me of fraud.
I don't know whether to be angry at her or feel sorry for her. Perhaps she's had a hard life or she may be suffering from dimentia or something.
Change is probably scary for her, but at her age, she shouldve learned to deal with it.
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