I recently encountered a series of frustrating billing issues with my son’s specialty pharmacy, a common challenge when managing care for a child with a rare or chronic condition. Endless pharmacy problems, insurance complications, and a barrage of phone calls can consume entire days—sometimes, I find myself tethered to my phone or laptop for hours on end.
To give those unfamiliar with this situation some perspective and to illustrate the often poor customer service provided by companies, here’s a glimpse into my morning. This was my fourth call this month alone.
I dial in and navigate through multiple prompts to reach the billing department.
[On hold for 8 minutes. Not too terrible, considering my last call started with a 20-minute wait.]
Customer Service: This is Sarah from billing. How can I assist you?
[Having already spent three hours this month on this same problem, detailing it each time and often getting cut off or misinformed, I decide it’s time to escalate.]
Me: Can I please speak to a billing manager?
Customer Service: I’m in billing; I can assist you just like a billing manager.
Me: We’ve tried resolving this numerous times, with calls each lasting over an hour. I need to talk to someone who can actually fix the issue without transferring me.
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? Press 1 for new, 2 for existing, 3 for provider.
[I press 2.]
Automated Message: What’s the phone number associated with this account?
[I enter my 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 Mike from billing. How can I help you?
Me: Can I please speak to a billing manager?
Customer Service: I’m in billing.
Me: I understand, but I really need to speak with a manager regarding a recurring issue.
Customer Service: Alright, let me transfer you.
[On hold for another 2 minutes.]
Automated Message: Thank you for calling. Are you a new patient, existing patient, or provider? Please press 1 for new, 2 for existing, 3 for provider.
[I press 2 again.]
Automated Message: What’s the phone number associated with this account?
[I enter my number once more.]
Automated Message: We’re sorry, your order cannot be completed through our automatic refill service. Please hold for our next available patient care advocate.
[On hold for 2 minutes.]
Customer Service: Hi, this is Lisa in billing. How can I assist you?
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 John. I can assist you. Can I get some information to help with your case?
Me: Yes, but I’ve already explained this multiple times today. I need a manager who can resolve this.
Customer Service: I need to connect with a manager first. What’s your name?
Me: Melissa Thompson.
[On hold for 5 minutes.]
Customer Service: Ms. Thompson, I’m still waiting for a representative to connect with you. Would you like to continue holding?
Me: I’ve been on the line for 40 minutes with no resolution. Can’t you give me a direct number to someone?
Customer Service: Unfortunately, I can only provide the billing number.
Me: I spoke with a representative last week named Emma, who is a resolution lead. Can you connect me with her?
Customer Service: Let me check.
[On hold for 1 minute.]
Customer Service: Yes, she is a manager. Let me try to reach her.
[On hold for another minute.]
Customer Service: Ms. Thompson, she isn’t answering, but I’ll try to find a supervisor. Can you hold?
[Minute 42:37 on this call. On hold for 5 more minutes.]
Customer Service: Ms. Thompson, I apologize for the wait. Would you like to continue holding?
Me: I have no choice; I’m already invested in this call.
Customer Service: Alright, I’ll keep trying to reach Emma.
[On hold for 9 minutes.]
Customer Service: Hello, how can I help you?
Me: I can barely hear you. Can you speak up?
Customer Service: I’m sorry; I can’t adjust the volume.
Me: Are you a billing manager?
Customer Service: No, I’m a member of management.
[I briefly explain the entire situation, trying to remain calm.]
Customer Service: It looks like a request was submitted last week to bill your insurance. I can check on that status.
Me: When will you bill it? I have $35,000 worth of medication sitting in my fridge!
Customer Service: I can reach out to the representative who submitted the request.
Me: And how will I know when this is resolved?
Customer Service: I’ll follow up. Is your insurance XXXX?
Me: Yes.
Customer Service: I have your phone number as XXX-XXX-XXXX. Is that correct?
Me: Yes.
Customer Service: I’ll look into this. Any other questions?
Me: No.
Customer Service: Thank you for calling.
Me: You’re welcome.
[Minute 58:59—finally, I made it through without hitting an hour! But I know this won’t be my last call.]
If you’ve ever wondered what life is like for parents of children with chronic illnesses, or why they seem to have no time for a coffee break or extracurricular activities, remember this tale. We spend countless hours managing our child’s healthcare needs. And yes, sometimes we share these experiences in our blogs.
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Summary
Managing the healthcare of a child with a chronic illness often involves numerous frustrating phone calls, long waits, and repeated explanations to customer service representatives. This experience highlights the challenges faced by parents in navigating complex healthcare systems, often leaving little time for personal care or social activities.