Monday, February 14, 2011

I Don't Get It

1. When there's a huge computer, phone, or other technology screw-up that impacts our customer service and puts us a half-day behind, why is there never any accountability? If I messed up so royally in my job on such a regular basis, I'd be in serious trouble. But all we get from these fiascos is, "sorry for the inconvenience, thanks for being patient." These people want us to believe that these glitches are unexplainable, and we just have to hang in there. I'm NOT BUYING that CRAP anymore.

2. When someone is fully aware that their prescription needs a doctor approval, or a prior authorization, or some other Act of God before it can be filled, and simply shows up without calling first and watches in amusement as I frantically search for something that just ain't gonna be there, no way, no how.

3. When I e-mail someone in management with a legitimate question or concern, why can't they simply hit the 'reply' button and send me a one-line, simple response?.... even if it's only to say, "I got your message and I'll get back to you."

4. When a customer sends me on a long, time-consuming wild goose chase to get their cheap prescription changed to something that will be covered without a copay, because they inexplicably came to the pharmacy with no money. However, said customer is adorned with piercings, tattoos, jewelry, exotic nails and a smart phone.

5. In these days of high unemployment, when a pharmacy employee can't condescend to do their freakin' job. Show up on time, not 15 minutes later. And get up and go wait on that customer who, whether you like it or not, provides the revenue to keep you employed here.

6. Cameron Diaz. She's apparently one of Hollywood's highest paid actresses. When was the last time she was in a movie that anyone wanted to see?


pharmacy chick said...

2a. When customer KNOWS there is chronic problem with his rx (the dob doesn't match) his insurance terminates regularily...whatever. We spend WAY too much time trying to fix only to have him say "Oh that happens all the time.." WTF

Grumpy, M.D. said...

She does voices for the Shrek films, but technically we don't see her. And my kids would want to see them movie regardless of who's voice it it.

KC in Fla said...

4a- (You forgot) driving a totally pimped-out Lexus/Mercedes SUV.

lovinmyjob said...

I'm getting to the point where I make the patient make the phone calls. If I know it's a wild goose chase then let them run the race. Everyone these days has a cell phone so they can sit their butt down in my waiting area and dial away...oh, I mean stay on hold all day...oh, I mean leave a voice mail. I made a lady call her own insurance plan from our lobby one day and she was their for over 2 hours. She made the comment that she couldn't believe it took that long. I made the comment that if I had made the call then the several dozen patients that I service in that 2 hour period would not have gotten serviced. She saw my point. IT IS NOT A CRIME TO MAKE PEOPLE RESPONSIBLE FOR THEIR OWN HEALTHCARE.