Temper Temper

In trying to stay away from controversial topics, I hope this one does not offend. Currently I work for a pharmacy in a retail setting. I absolutely love customer service as I come from a sales background. I have to say though, that I have found that there are some people who no matter what you do, how much you go above and beyond, or how plastered that smile is on your face, they are determined to make your life miserable.

One part of my job is to bill insurance. When we receive a prescription we enter the insurance information which then electronically bills the insurance company. The insurance company then responds to let us know how much they are willing to pay for that medication. Usually then it is just a patients co-pay unless the drug is not covered. Unfortunately on both counts if it is higher than what some customers are wanting to pay, then they direct their anger at us. Not the insurance companies who decide the patients parameters. Not the manufacturer's who set the overall pricing to begin with. Us!

Since it is still early in the year most people have received a new insurance card. That means the old one no longer works. Well if you are working at the register and someone comes to pick up their prescription then you are simply confirming who they are and ringing up their prescription. AFTER you ring it up in the register and give them their total they say "Oh I have this insurance card" Uuugghh!

Now there are steps that we can take to try to continually improve customer service and try to prevent some of the things that happen to us. But if anyone out there is one of the people who get irate at the Techs at the Pharmacy over what insurance pays, or because you have information that you have not provided to us...please know that we are there to help you in any capacity that we can. We value your business and want to provide you with excellent service. The problem is that we have no crystal ball, can not read minds and certainly have no control over pricing.

We are merely the Technicians. Not the Insurance companies, not the drug companies and not the government! Thank you for realizing we are only there to help you!