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I knew yesterday was going to be one of those days. My shift started yesterday half an hour before the pharmacy opened. We are standing in the pharmacy getting ready to open when we noticed a little old lady sitting on the bench outside the gate waiting for us to open. All of a sudden, she let out the loudest most obnoxious belch I've ever heard! I was the only guy working in the pharmacy at the time and my coworkers all thought it was me! Luckily for me, the pharmacist that was working with us heard her do it as well and verified that it wasn't me!
A little bit later I was asked to call a customer at home to get his new insurance info because his prescription was rejecting saying he was not covered by the plan we had on file. This was a prime example of why I hate calling people at home to get new insurance information. He had about a dozen different cards in his wallet and he had no idea which one was his current prescription coverage. I will never understand why people keep their old cards after a new one comes. After 23 minutes on the phone and entering in the information on 11 different cards, I finally found the one that worked.
Later we got a call from a vet regarding a refill request we sent for a prescription for a dog. The vet told us that she was denying the refill request until the dog was seen at her office. Again, I was asked to call the customer. Bear in my mind that our company has decided HIPAA appllies to animals as well, therefore I cannot talk to anyone other than the person we have listed as the dog's owner. So I called the house and asked to speak with the owner of the dog. The phone was answered by an old lady who I gather was a bit senile. This woman turned out to be the mother of the dog's owner. She demanded that I tell her who I was and what I was calling about. I politely explained that I could not discuss it with her and I needed to talk to the dog's owner. I again asked her if the owner was available. Her response was "I don't see any reason to answer your questions until you answer mine."
I again explained that for privacy reasons I could not discuss the issue with anyone but the owner of the dog. The lady persisted that she would not give me any further information until I identified myself and the reason I was calling. Finally I gave up. I got off the phone and I put a note on the dog's account stating that I tried to call the owner, but the person who answered the phone refused to let me speak to them. So they will have to wait until they come in to be told about the refill denial.
The last incident of the day involved a woman who came in to pick up prescriptions for her kids. She stated that she was expecting 15 prescriptions total for herself and 4 different kids. As it turned out, the doctor had not yet called them in so we ended up looking up all the meds for these kids and calling the doctor ourself for her. It ended up being quite difficult. First of all, each kid had a different last name (!) and the doctor that they use is a doctor who is contracted with Medicaid in our state and as a result he is a major jerk. It took us almost an hour to get all the prescriptions called in, billed to Medicaid (a few needed prior authorizations), and finally fill them. We got it all set for her and did she thank us? Nope, she bitched about how long it took and threatened to start using another pharmacy. Please do, LOL.
Ugh, I got home and took a couple of aspirins. There is little doubt in my mind about what I want to do regarding the job bid.
A little bit later I was asked to call a customer at home to get his new insurance info because his prescription was rejecting saying he was not covered by the plan we had on file. This was a prime example of why I hate calling people at home to get new insurance information. He had about a dozen different cards in his wallet and he had no idea which one was his current prescription coverage. I will never understand why people keep their old cards after a new one comes. After 23 minutes on the phone and entering in the information on 11 different cards, I finally found the one that worked.
Later we got a call from a vet regarding a refill request we sent for a prescription for a dog. The vet told us that she was denying the refill request until the dog was seen at her office. Again, I was asked to call the customer. Bear in my mind that our company has decided HIPAA appllies to animals as well, therefore I cannot talk to anyone other than the person we have listed as the dog's owner. So I called the house and asked to speak with the owner of the dog. The phone was answered by an old lady who I gather was a bit senile. This woman turned out to be the mother of the dog's owner. She demanded that I tell her who I was and what I was calling about. I politely explained that I could not discuss it with her and I needed to talk to the dog's owner. I again asked her if the owner was available. Her response was "I don't see any reason to answer your questions until you answer mine."
I again explained that for privacy reasons I could not discuss the issue with anyone but the owner of the dog. The lady persisted that she would not give me any further information until I identified myself and the reason I was calling. Finally I gave up. I got off the phone and I put a note on the dog's account stating that I tried to call the owner, but the person who answered the phone refused to let me speak to them. So they will have to wait until they come in to be told about the refill denial.
The last incident of the day involved a woman who came in to pick up prescriptions for her kids. She stated that she was expecting 15 prescriptions total for herself and 4 different kids. As it turned out, the doctor had not yet called them in so we ended up looking up all the meds for these kids and calling the doctor ourself for her. It ended up being quite difficult. First of all, each kid had a different last name (!) and the doctor that they use is a doctor who is contracted with Medicaid in our state and as a result he is a major jerk. It took us almost an hour to get all the prescriptions called in, billed to Medicaid (a few needed prior authorizations), and finally fill them. We got it all set for her and did she thank us? Nope, she bitched about how long it took and threatened to start using another pharmacy. Please do, LOL.
Ugh, I got home and took a couple of aspirins. There is little doubt in my mind about what I want to do regarding the job bid.
I know that if someone called for my husband and I answered and they wanted to speak to him but refused to tell me who they were or where they were calling from, I would hang up.
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