Attention: Thomas M Ryan, CEO CVS / Caremark
A quick look on Wikipedia informed me that CVS has come to stand for Convenience, Value, and Service. Based on some recent interactions with your Caremark division, I think that the meaning for CVS should be changed to Confusion, Value (not), and Suckiness.
Let me explain.
Recently I processed a claim for simvastatin to your company (I believe it was either thruPharmacare or Claimspro ). When I pulled the product from my shelf, I noticed that I had a new manufacturer. So I go back to my computer to reverse the claim and submit the correct NDC. Two seconds later I receive the message that I will need to call for assistance.
After messing around with your phone system for over two minutes, then waiting on hold for another couple minutes I finally speak to one of your call center people. I explain that I can’t reverse my claim on-line and would like it to be reversed.
The rep doesn ’t understand.
So I explain it again. And again. And again. She is in a state of Confusion. Finally she gets it.
Total time spent on the call… 8 minutes, 32 seconds.
Time the call should have taken….. none. The system should be able to reverse a freakin ’ claim online without needing to call a rep to do it.
* * * * *
Now for my next beef. I had a patient who wanted to transfer a prescription from your mail order pharmacy to my retail location. Her employer changed her insurance to a company other than Caremark.
So I call the pharmacy number to transfer the prescription and I am told to call another number. I call it and get stuck on hold. Fifteen minutes later I’m told that the system is down and I am asked to call back in an hour.
Two hours later I call back. After 15 more minutes I am told that the system is still down.
I call back again. Same story. But this time the rep gives me a number to call to get directly to the clinical division so I can talk to a pharmacist immediately. It’s the same number that I’ ve been calling. Thanks for the help.
Finally, eight hours after I started calling for a single prescription transfer I finally get the pharmacy people. Of course I’m put on hold by the pharmacy technician. Twelve minutes later I finally get the pharmacist. I spare the pharmacist my anger; it’s not her fault your system sucks.
So Mr. Ryan, instead of producing dumb-ass commercials to promote your chain, maybe you should look at how your call center operates and fix some of these problems.
That is all.
Attention: Thomas M Ryan, CEO CVS / Caremark
A quick look on Wikipedia informed me that CVS has come to stand for Convenience, Value, and Service. Based on some recent interactions with your Caremark division, I think that the meaning for CVS should be changed to Confusion, Value (not), and Suckiness.
Let me explain.
Recently I processed a claim for simvastatin to your company (I believe it was either thruPharmacare or Claimspro ). When I pulled the product from my shelf, I noticed that I had a new manufacturer. So I go back to my computer to reverse the claim and submit the correct NDC. Two seconds later I receive the message that I will need to call for assistance.
After messing around with your phone system for over two minutes, then waiting on hold for another couple minutes I finally speak to one of your call center people. I explain that I can’t reverse my claim on-line and would like it to be reversed.
The rep doesn ’t understand.
So I explain it again. And again. And again. She is in a state of Confusion. Finally she gets it.
Total time spent on the call… 8 minutes, 32 seconds.
Time the call should have taken….. none. The system should be able to reverse a freakin ’ claim online without needing to call a rep to do it.
* * * * *
Now for my next beef. I had a patient who wanted to transfer a prescription from your mail order pharmacy to my retail location. Her employer changed her insurance to a company other than Caremark.
So I call the pharmacy number to transfer the prescription and I am told to call another number. I call it and get stuck on hold. Fifteen minutes later I’m told that the system is down and I am asked to call back in an hour.
Two hours later I call back. After 15 more minutes I am told that the system is still down.
I call back again. Same story. But this time the rep gives me a number to call to get directly to the clinical division so I can talk to a pharmacist immediately. It’s the same number that I’ ve been calling. Thanks for the help.
Finally, eight hours after I started calling for a single prescription transfer I finally get the pharmacy people. Of course I’m put on hold by the pharmacy technician. Twelve minutes later I finally get the pharmacist. I spare the pharmacist my anger; it’s not her fault your system sucks.
So Mr. Ryan, instead of producing dumb-ass commercials to promote your chain, maybe you should look at how your call center operates and fix some of these problems.
That is all.