Patient comes up to pharmacy window to drop off a prescription. The patient is new to our pharmacy so my technician gathers all of the pertinent information (address, DOB, phone, allergies, medications, disease states, etc).
When my technician asks for any insurance card, the patients presents a wallet card.
Of course it doesn't have the prescription carrier's information on it. I recognize the insurance card and know that the patient should have a separate Express Scripts card. So we ask if the patient has another card that says Express Scripts on it.
Patient swears up and down that there is only one card. So we process the prescriptions as cash and get them ready.
My tech goes down to check the patient out.
That's when the patient pulls out an Express Scripts card.
And then
proceeds to have attitude because we didn't bill her insurance yet.
Ever happen to you?
When my technician asks for any insurance card, the patients presents a wallet card.
Of course it doesn't have the prescription carrier's information on it. I recognize the insurance card and know that the patient should have a separate Express Scripts card. So we ask if the patient has another card that says Express Scripts on it.
Patient swears up and down that there is only one card. So we process the prescriptions as cash and get them ready.
My tech goes down to check the patient out.
That's when the patient pulls out an Express Scripts card.
And then proceeds to have attitude because we didn't bill her insurance yet.
Ever happen to you?