Life in a retail pharmacy. I could write a blog on just this topic. It's a rewarding job, don't get me wrong, but sometimes, I wonder if every crazy patient congregates at my pharmacy window. With it being the beginning of the year, it has been extra nuts. You know those packets your insurance companies send you every December containing an "Explanation of Benefits" and a new insurance card? If you answered yes, you are in the minoriy group. A few examples of conversations that might occur once the insurance clocks reset:
"What do you mean I have to pay? It was free last month!"
"I've had this insurance forever! Why do I need a new card?"
"Can't you just search for my insurance numbers in the computer?" (The answer to this is no, there is no magical insurance database containing your updated BIN, PCN, etc.)
And the best... "Can't you just call my insurance company?"
Lets do some math. My pharmacy fills on average 450 prescriptions a day. Lets stretch that to say each patient has 2, maybe even 3 of those prescriptions. That is 150 patient per day. Now, lets say 20% of those patients need me to call their insurance company. 30 people. The average wait time for a call to insurance around the first of the year is 10 minutes. That is 300 minutes I will spend on the phone with insurance. 5 hours. An entire shift. See where I'm getting at?
Another favorite of mine: We offer to fax doctor's offices when a patient is in need of a refill on a maintenance medication. IF we get a response on that fax, it is usually 3-4 business days later. Doctor's office business days are completely different than most other health professionals: they get hour lunches, close early on Fridays, and usually take all day Monday playing catch up on patient calls/requests. Ours are on the backburner until Tuesday afternoon, maybe even Wednesday. So when a patient shows up at the pharmacy 2 days after we faxed their office, FURIOUS at us for not having their prescription, what are we to do? "Why didn't you call me and tell me they never responded?!" Well, sir, I have over 150 interactions with patients per day, and many of those are to request refills. I cannot possibly sit around the fax machine waiting for Dr. so-and-so to return from his week and a half long President's Day holiday to respond. If it were my pharmacy (it is a GOOD thing it isn't) I wouldn't give the option to contact doctor's offices. Why don't PATIENTS take charge of their OWN health? If you have a medication you NEED to take to remain healthy, why sit around waiting for someone else to make sure you get it on time?
I REALLY do love my job. It is so rewarding and I have great co-workers. Don't get me wrong, there are days I come home and cry. It is stressful to be the face on a prescription when so many other steps/factors go in to filling it. But at the end of the day, I am satisfied with what I do.