March 9, 2016
In the world of managing health care for a child with a chronic condition, billing issues are all too familiar. Recently, I experienced multiple complications with my child’s specialty pharmacy—a challenge that many parents in similar situations can relate to. From pharmacy discrepancies to insurance hurdles, the endless cycle of phone calls and paperwork can consume entire days, leaving little time for anything else.
For those who might not understand the demands of this reality, I’d like to share a glimpse into my morning. This marks my fourth call within a month regarding the same billing issue, stemming from a month’s worth of medication received over three weeks ago.
I dial in, navigating through a series of prompts to reach the billing department.
On hold for 8 minutes, which is relatively short compared to a previous wait of 20 minutes.
Customer Service: This is Jenna in billing. How can I assist you?
Me: May I speak with a billing manager, please?
Customer Service: I’m in billing. I can assist you just like a manager would.
Me: We’ve attempted to resolve this issue numerous times, and I need to speak with someone authorized to handle it without transferring me again.
Customer Service: Alright, let me transfer you.
On hold for 2 minutes.
Automated Message: Thank you for calling. Are you a new patient, existing patient, or provider? Please press 1 for new patient, press 2 for existing patient, press 3 for provider.
[I press 2.]
Automated Message: What is the phone number associated with this account?
[I enter my phone number.]
Automated Message: Please hold for our next available patient care advocate.
On hold for 5 minutes.
Customer Service: Thank you for calling. This is Sam in billing. How can I assist you?
Me: Can I please speak with a billing manager?
Customer Service: I can help you.
Me: I need a manager who can resolve this issue without more transfers.
Customer Service: Let me transfer you.
On hold for 2 minutes.
Automated Message: Thank you for calling…
[I press 2 again.]
Automated Message: What is the phone number associated with this account?
[I enter my phone number again.]
Automated Message: We’re sorry, your order cannot be completed through our automatic refill service. Please hold.
On hold for 2 minutes.
Customer Service: Hi, this is Kelly in billing. How can I help?
Me: Can I speak with a billing manager?
Customer Service: Sure, let me transfer you.
On hold for 15 minutes.
Customer Service: Hi, this is Alex. Can I gather some details to send to the manager?
Me: I’ve already spoken to several representatives today; I need a manager.
Customer Service: I’ll connect you. Please hold.
On hold for another 5 minutes.
Customer Service: Ms. Harper, I’m still waiting for a manager. Would you like to continue holding?
Me: I don’t have any other option. I’ve spent almost an hour already.
Customer Service: Alright, I’ll keep trying.
On hold for 9 minutes.
Customer Service: Hello, how can I assist you?
Me: I can barely hear you.
Customer Service: I’m not a billing manager, but I can help.
[I explain my situation, trying to remain calm despite my frustration.]
Customer Service: I see there was a request submitted for billing last week. I’ll check on it.
Me: When will this be taken care of? My son’s medication is very expensive, and I need clarity before ordering more.
Customer Service: I’ll find out and confirm your details. Is your insurance still XYZ?
Me: Yes.
Customer Service: I’ll look into this for you. Anything else?
Me: No.
Customer Service: Thank you for calling.
Me: Thank you.
As I wrapped up the call, I realized that this is the reality for parents managing the health care of children with chronic illnesses. The time spent on the phone can be overwhelming, often leading to missed opportunities for self-care or engaging in other activities.
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In summary, managing health care for a child with a chronic condition requires immense patience and persistence. The phone calls, documentation, and constant follow-ups can be exhausting, but remaining proactive is crucial.
Keyphrase: health care for a child with a chronic disease
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