do your job for crying out loud!

I have an intense dislike for people who give poor customer service. I have an even greater dislike when I start getting the feeling that I'm dealing with people who would rather put all their energies into harassing me the client then in doing their job. 

So now I need to vent!

When I was ill with my MRSA wound I required medical equipment in order to heal more quickly, my insurance authorized the use of this equipment with a participating provider for a period of three months at a cost of zero dollars to me-or so I thought. When my doctor determined the course of treatment was complete (after five weeks) I returned the device. 

That is when the first call came. The company who provided the equipment wanted to confirm my insurance ID # because the insurance denied the claim. Well I had an authorization in my hand so I asked the girl are you sure you're filing with the right insurance company, because I’ve had the same number for over thirty years?

I had a suspicion they weren’t doing it correctly since I live in Virginia, the company who provided the service was is in Texas and my insurance is from New York so I wanted to confirm. I even asked twice and was dismissed, they assured me they were the experts “they do this all day long they know how to file insurance claims”. 

Then a few weeks passed and a gentleman called saying that my insurance company wasn't recognizing my insurance ID # and the claim was denied. Could I confirm the number again, so I gave it to him. I asked again whether the claim was being sent to the right insurance company; again I was dismissed because they know what they’re doing! 

Then again it happened with another person calling......

Then again it happened with another person calling.....   

photo credit

The other day I received a voice mail from Ramona, the insurance collection specialist; she asked if I would please call her back. I did; every freekin day for three days and she NEVER returned my phone call. Needless to say now I'm really pissed.

But not as pissed as I was when the letter from her came on the fourth day, saying” they would encourage me to get involved in the processing of this claim”. Charges due $4,577.00 for the medical equipment; claims to date have been denied.

The denials were NOT from MY INSURANCE COMPANY! * insert screams and foul language of your choice here*

So I'm left pondering these things.

What if I was an elderly person or otherwise a vulnerable person, not familiar with my benefits? Is it possible that the letter I received could have been construed as a bill? I think it’s possible. I’m wondering how many people would have just sent the money in thinking it was due!

This company employs a staff of people to file insurance claims and secure payment. In today's economy there are tons of people who would love to have a job and would actually work- do the job they’re paid to do.  What burns my ass is that not one person including the insurance collection specialist called the insurance company listed on the authorization form; does that make sense to you?  

I called my insurance company and they didn't have a record of one single claim or call from them requesting payment or asking for assistance on how to properly file a claim. They are participating providers (duh!) and the authorization form has the name of the insurance company written on the letterhead. And the $4, 577.00, never gonna happen, they are contractually obligated to take a reduced amount.

I arranged for my insurance company to call Ramona, they left her a voice mail too, I’m not holding my breath if she'll call them back.

i hate when that happens

My husband and I went out last night for a seafood dinner at this pretty nice place on the river. Beautiful view that overlooked  a dock that jutted out over the calm lakes surface. The sun was setting in the sky and the clouds had various colors of white and pink. It was warm but there was a gentle breeze so we opted to sit outside.

We were the first diners on the outside deck then later others joined us one table filling then another. Couples sharing romantic moments, talking quietly.
Just enjoying each other.

Things were wonderful, and then THEY walked in.

You know the couple I'm talking about.

The ones who don't know how to act in public.

I hate when that happens.

Of all the rotten luck.

There was this couple in their late thirties early forties sitting near us, they made a sport out of calling their waitress to their table every chance they could get. It was like a tennis match watching their waitress going back and forth past our table to theirs, I wanted to scream it was so annoying!

It might have had a teensy bit to do with their alcohol consumption.  I lost count of how many shots of tequila they did before and during their meal and thankfully we left before they were finished. The more they drank the more demanding he became of their server.

"I'd like another Bud and a shot and I'd like it right away" he would say; loud enough for everyone to hear him.

Well hell; what's she gonna do go to Walmart and go shopping before bringing it back to the table?

 Jerk!

I hope you get a hangover.

It is an un-natural attachment I know!

I spent spent a good bit of my morning on the phone with Danial the HP guy. It seems the CPU in my new Notebook died some time during the night. I am grieved beyond words; well I do have enough words for a short post!

This laptop is brand spanking new for crying out loud!! Now my sorry ass is sitting in front of my husbands desk top typing this post! I hate his computer, it quite frankly feels weird to me, rather like sleeping in a strange bed or using someone else's bathroom to do #2.

Now I send my red almost new notebook off to the HP repair people off in the sky; for free! Yippee for the warranty and they'll fix her up (in a lot longer than) no time. But a big boohoo for me that I don't have my laptop and a big BOO and a HISS for HP that my laptop failed after only three months. This is not good!

A few things strike me about this whole thing:

1. They just don't make things the way they used to do they?

2. They send you confirmation e-mails when your computer dies asking you to confirm the serial # and other information. How do you receive them if you computer's broken? They didn't ask me if I had a spare!

3. Nothing is quick anymore, it may take three weeks for my computer to be returned, heck it didn't take that long to build the darn thing!

4. There's always that little "and if" and if we find your brother's wife's niece spilled a drink on your laptop then we'll bill you all the charges. The back door is always open isn't it?

5. Those numbers I mentioned in (2) they're hidden in the battery compartment, and you need the Hubble telescope to read them they're so small, I don't work for NASA.

Am I the only one that finds this whole thing just plain dumb?

did you ever notice?

Did you ever notice the air conditioner works wonderful until it hits the upper 90's and then like clockwork it breaks?  Do they send little men over to sabotage the thing that's what I'd like to know? It has been hot hot hot here in the south since last week. Tuesday when I was in the city it was 103. It takes your breath away when its that hot let me tell you.

 Most of you know my Mom lives next door to me. She and my Aunt Winifred (her sister) God rest her soul moved here in 2004 and we were able to add one house to our property per county regulations. It's a nice little three bedroom great for when my brothers, their families and other family members come; between both houses we have tons of room for lots of company to spread out. And of course it goes without saying I love having my mother next door.

Anyway when  I was over at her house the other day I noticed the temperature in the house was pretty steamy so I checked the air flow with my digital thermometer and it was hot to say the least. Needless to say it was Sunday on a holiday weekend during a heat spell- the first of the year so what were we to do? We put in a call the repair company for service. They put in our central air and heat/ custom duct work and got on "the list" and waited; we are in fact still waiting. We like this company they did wonderful work on our house and they also service my church so that's our connection.

The smart solution seemed to be was to move Mom over to our house into the downstairs bedroom. Now she's the Mom I know and love, sitting in the living room watching the flat screen , doing her puzzles, with her sweater on! My AC is in fine working order. But I don't think Mom minds a bit since I believe she likes having being waited on and having people to hang out with all day.

When they do come and I believe maybe tomorrow she'll be happy to get home to her own bed and her own stuff. Let's hope it's a simple repair- fingers crossed it doesn't need to be replaced....expensive!

How's the weather where you live? Hot hot hot or not not not?

adult bullying with a side of breakfast

Yesterday my husband and I went out to breakfast after Mass. There were several  staff in waitress positions and one grill cook. The restaurant had a decent flow of diners, but it was by no means busy.

I am an observer of people, and am always so sad to see public displays of shameful behavior.  I've alway been sensitive to things like abuse even when it's subtle-passive, abusers have a manner. Maybe I have that law enforcement sense that all my family has without the actual job, who knows? The cook in the diner was for lack of a better word was an adult bully.

Did you ever visit a diner where the waitress is required to holler out her order to the cook who is cooking right there in plain view, written orders are not exchanged? This was that type of place, you know two eggs on a raft or whatever they say, it's rather funny to hear the sayings, its kind of like a show!

Now imagine being a waitress and the cook refused to fully acknowledge  you as you stood there trying to communicate your customers order and every time you opened your mouth she just raised her open hand and dismissed you. The good ole "talk to the hand".  I believe I'd much prefer my co worker the cook  say to me "please give me a sec, or I'll be ready in a minute, I'm ready now, please or thank you. Never once did I observe her saying a word nor did she raise her head or make eye contact.   I was but a scarce few feet from her and I couldn't help but wonder how she stays employed.

It was rather pitiful to see her manipulate a group of grown women into circling her;  to see the humiliation in their faces as she dismissed them by raising that hand and like Pavlov's dogs they would automatically go silent.

Waitress' are some hard working women as we found out as we chatted with ours  plus she was friendly and proud. I gently asked her if things were always this way and directed my gaze to the cook, she affirmed my question with sadness saying she chose not to make waves. You see she told me she has a husband and three children and has to work.  She doesn't have the luxury of staying home, and for that reason she feels she has to take this abuse, how sad is that?

poor customer service or just bad manners?

hear no evil, see no evil, speak no evil,
the qualities of  a poor customer service person

What I want to know is when does poor customer service step over the line into bad manners or are they the same? Are people just getting by by doing the absolutely the minimum and not one iota more or is it just my impression? Am I the only person who still takes pride in the way I treat people  and in the things I do?

I went for my routine mammogram last month, prior to my appointment they called to get my insurance information. I'm sure they would have ruptured something if I were uninsured. My insurance is what they call a split contract, I have one card which represents both my blue cross/blue shield and my other carrier that covers doctors/ drugs- not rocket science right? I explained this to the woman (the insurance rep) prior to my appointment so that  the hospital and the attending Radiologist had the information on record with the hospital for filing purposes. She called me back after verifying that my insurance was current/active and my appointment was confirmed.

Wouldn't you know it, today I received a bill from the Radiologist. The hospital had failed to record the information I provided them about the second half of my insurance- the doctor/drug part. This bothers me to no end, no service-nothing beyond self service -them making sure they get their payment at the hospital period. So I had to call the Radiologist Group and explain the ins and outs of my insurance so that the can file the claim and get paid. I went back and looked at the print out of information they gave me at check in. You guessed right, the insurance information was only partially complete- the hospital part. Be honest people tell your patients you don't provide the doctors with insurance information for crying out loud.

Then as if that wasn't enough, the last time I saw my gynecologist at the latter part of last year they didn't have her 2011 calendar available so they told me they'd e- mail me with an April appointment. Two weeks ago when I hadn't received any such e-mail I called to make the appointment myself. They were already scheduling her appointments for June I'm guessing I was forgotten/overlooked somehow. O.K these things happen I understand that.

They were kind enough to give me the number of her personal assistant and I left a message with her explaining the situation. So I'm polite I waited for the call back thinking I'm an established patient even if they can't accommodate me with an appointment they'll surly call me and tell me so right? Today, two weeks later  and still no return phone call from the assistant, nice right?  I called back to the office to schedule an appointment thinking June's not sounding so bad after all and frankly now I'm stuck between a rock and a hard place. When I spoke to the girl in the office she told me the first available wasn't until July, two weeks ago it was June. So much for waiting for that call back that never came!!

Why is it that the best doctors have the crappiest staffs?

So what do you think? Unprofessional or just bad manners? Or both?