My husband works for a great company who goes out of their way to make sure that we are provided with the best options for health care coverage. This year we were told that the company was changing Insurance Plan Providers. This is a Spoonie Nightmare! Well I survived it before, and I know that I can do it again!
I called my Specialty Pharmacy Accredo and informed them of the change as soon as I received the new Insurance Card. The representative told me they would be giving me a call soon to inform me what the new Copay would be. After not hearing back I called to order one of my mediciations Adcirca, and inquire about the new copay. As it turns out, Accredo is not able to send me Adcirca with the new Insurance. They gave me the number for CVS.
On black Friday I called CVS and told them that I needed to enroll with their Specialty Pharmacy. The woman I talked to was wonderful, she informed me that she was going to put a rush order on both of the specialty medications I take. I thought to myself, “wow this is so much more simple than last time.” Unfortunately, that has not been the case. In fact, I never heard back from CVS at all. When I called to place an order, they informed me that Accredo told them that Accredo would still be servicing me. This started a series of me calling back and forth between Accredo and CVS, talking with representatives and being on hold for over five hours. Still no one has filled my prescription.
The only person who has actually tired to help me was Yolanda with CVS. Yolanda sat on the phone with me calling numerous different people with Accredo and CVS trying to get the medication filled. She was on the phone with me for over an hour and a half. We finally reached Benjamin at Accredo who promised to do some research and get to the bottom of the problem, he promised that no matter what he would call me back in 15-20 minutes. Benjamin said it wasn’t right that I had to sit on hold from pharmacy to pharmacy the whole time. So on his word Yolanda let me go, and surprise surprise Benjamin was not good to his word. In fact two hours later, I was calling Accredo again. The lady that I was connected with after Benjamin stood me up was able to tell me that Accredo had faxed my prescription again to CVS and that they would have it, so I waited for them to get my information into the system.
Once again I received no call from either Pharmacy. Yesterday I called CVS and they informed me that I was supposed to go through Atena Specialty Pharmacy. My main question is that if that was the case, why didn’t they call me and inform me that I needed to go through a different Pharmacy last week? Why wasn’t my information given to Atena Specialty Pharmacy, and why haven’t they contacted me? Everyone that I have talked to insists that a transition should work that smoothly.
After speaking with CVS I called the Pharmacy number on the back of my insurance card. ATENA. The woman on the phone tells me that I need to call Accredo and have them send my information over to Atena Specificity Pharmacy. So I call Accredo and ask to have my Prescription sent over to Atena. After putting me on hold, and calling the insurance people and the pharmacist the representative tells me that I actually need to go through CVS, and that there must have been a miscommunication between the insurance and CVS. The rep informs me that the Pharmacist has sent the prescription to CVS and that I should call first thing in the morning.
Well this morning I called CVS and the representative I spoke to informed me that they were waiting on a prescription from my doctor. I told him “no, Accredo sent the prescription to your pharmacy yesterday, so you are going to get on the phone with the Pharmacist and get me my medication.” He said he was going to get to the bottom of it, and call me back, but I doubt that I will hear from him, just like I didn’t here from Benjamin.
These Pharmacies have a whole team of people whose job it is to use the phone. Why is it so difficult for them to call me and let me know that I have to go with a different Pharmacy? Why isn’t anyone but Yolanda at CVS doing their job? Why can’t I get a hold of the same person more than once? Why is it so damn hard to fill my damn prescription? It appeared in the beginning that it would be so much more simple this time around to switch companies, but as it turns out, no one wants to service me. Now I am down to two days worth of medication and I simply don’t understand how all these people can get paid, but yet aren’t doing their job.
