I'm a call center customer service rep. I've been doing it a while, so I've dealt with more idiots, morons, SCs, and various other assundry of titles than you could shake a stick at.
This one, however, has hit my #1 world record for most idiot person on the phone EVER!
Not that he was necessarily unintelligent... no, not at all. I've had normal people call and just be stupid, and that's one thing... but he's a pharmacy tech. They let him run people's medications. I just don't... understand...
I would give the call play by play, but sadly, only a fellow pharmacy-tech-support person would know what I was talking about. So, I'll explain the vastness of his stupidity.
He didn't know what a coverage code was, but pretended he did.
A coverage code is a Basic, Standard code in pharmacies: it determines How you're billing the people. For instance, if they're billing the primary insurance, or a discount card, or billing a secondary insurance after a rejected claim, etc etc, basic standard code. This is AFTER you've chosen WHO you're trying to bill.
You choose WHO you want to bill, then you choose HOW you want to bill them. Simple, right?
I told him use coverage code 8, and he was looking for "8" in the BIN numbers... as in, Banking ID Number, as in, he was looking for an ENTIRELY DIFFERNT PROGRAM/COMPANY to bill.
So, I said, "Erm, no you had the right BIN, GRP, and PCN... those are all good. Just make sure you've got the coverage code of 8 in there."
And he had NO CLUE what I was talking about.
I handle pharmacy calls all day long. That was a large, chain pharmacy. I'll not say who it was, but it wasn't Wal-mart, CVS, or Walgreens... but it was right up their rank. I get calls from this chain all day long with rejections. I'm used to them, heck, I know internal system codes and stuff from talking with them all day.
He didn't even know his OWN CHAIN'S plan code! This pharmacy is unique in that they like using special plan codes that they choose. He didn't even know what that was.
We spent 20 freaking minutes trying to get this to go through... he was manning the phones, no one else there knew what he was talking about when he hurriedly asked them.
That was scary. He's handling people's medications. He couldn't even figure out... with my patient (ish) assistance in EXCACTLY what fields needed to be changed to what... how to bill a secondary insurance.
Here's a suggestion for all readers: not all pharmacies/pharmacists are created equal. If your pharmacy/pharmacist is having excessive difficulty with your insurance, or insists they can't take it, try another pharmacy.
Trust me.
This one, however, has hit my #1 world record for most idiot person on the phone EVER!
Not that he was necessarily unintelligent... no, not at all. I've had normal people call and just be stupid, and that's one thing... but he's a pharmacy tech. They let him run people's medications. I just don't... understand...
I would give the call play by play, but sadly, only a fellow pharmacy-tech-support person would know what I was talking about. So, I'll explain the vastness of his stupidity.
He didn't know what a coverage code was, but pretended he did.
A coverage code is a Basic, Standard code in pharmacies: it determines How you're billing the people. For instance, if they're billing the primary insurance, or a discount card, or billing a secondary insurance after a rejected claim, etc etc, basic standard code. This is AFTER you've chosen WHO you're trying to bill.
You choose WHO you want to bill, then you choose HOW you want to bill them. Simple, right?
I told him use coverage code 8, and he was looking for "8" in the BIN numbers... as in, Banking ID Number, as in, he was looking for an ENTIRELY DIFFERNT PROGRAM/COMPANY to bill.
So, I said, "Erm, no you had the right BIN, GRP, and PCN... those are all good. Just make sure you've got the coverage code of 8 in there."
And he had NO CLUE what I was talking about.
I handle pharmacy calls all day long. That was a large, chain pharmacy. I'll not say who it was, but it wasn't Wal-mart, CVS, or Walgreens... but it was right up their rank. I get calls from this chain all day long with rejections. I'm used to them, heck, I know internal system codes and stuff from talking with them all day.
He didn't even know his OWN CHAIN'S plan code! This pharmacy is unique in that they like using special plan codes that they choose. He didn't even know what that was.
We spent 20 freaking minutes trying to get this to go through... he was manning the phones, no one else there knew what he was talking about when he hurriedly asked them.
That was scary. He's handling people's medications. He couldn't even figure out... with my patient (ish) assistance in EXCACTLY what fields needed to be changed to what... how to bill a secondary insurance.
Here's a suggestion for all readers: not all pharmacies/pharmacists are created equal. If your pharmacy/pharmacist is having excessive difficulty with your insurance, or insists they can't take it, try another pharmacy.
Trust me.
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