Why I hate PBM help desks
“Thank you for calling Mega Super Pharmacy Benefit Inc Provider services. We’ll pretend your call is important to us but we always experience a large call volume, so please hold for stinkin ever until we decide when or if we will answer your call. You may choose option 1 to leave us a message that we will not return or you may choose option 2 to remain in the que until one of us finally comes on the line. Your representative will likely not speak English as their first language and it will be entirely likely we will disconnect you in mid sentence. If we promise to do something within 15 minutes, we won’t get it done unless you call us back. We will ask you to verify every minutae factoid even tho we have it all in front of us. It is our way to find an excuse to not help you today. If you need an ID number, we will tell you HIPAA doesn’t allow it. If you need a birthdate, we will tell you HIPAA doesn’t allow that either. If we have incorrect information, we will never correct it. In all likelyhood we will need to transfer you to another representative and once you have re-explained your situation, we will have transferred you to the wrong department. Once you have run the gauntlet, you will be informed that only the insurance carrier directly can correct your issue and the 800 number we will give you will be wrong. Thank you for calling MSPBIP, our regular hours are (closed just before you called). Please call again later…*click*
|