I remember the phone call with the insurance clearly. I asked the lady on the phone, “I don’t understand - my doctor says this is crucial but you’re saying I can’t have it?” And she said, verbatim, “I’m not saying you don’t need it or can’t have it. I’m saying we’re not going to pay for it.” And when I told her “Then you’re giving me a death sentence.” she went silent. I ended up stretching my one month doses over 3 months so it was “only” $200/mo.
She probably had no authority to do anything about it. Delay, deny, defend…she’s part of deny/defend. She’s there to tell you that you were rejected, not to explain why or appeal. If a doctor calls, they’ll go into “you didn’t submit X step of paperwork declaring the patient has Y, and so even though you noted it elsewhere we’re denying”
Going off script risks her job, and for what? By design, she can do nothing to actually help
Then I feel for her…end of the day we all only go to work cause we have to.
My GF used to work for a company that provided in home care and facilities for the elderly, there were people whose job it was to phone up families and basically say “I know <relative> died last week but you owe us this money/equipment…”. That mustn’t have been fun.
I remember the phone call with the insurance clearly. I asked the lady on the phone, “I don’t understand - my doctor says this is crucial but you’re saying I can’t have it?” And she said, verbatim, “I’m not saying you don’t need it or can’t have it. I’m saying we’re not going to pay for it.” And when I told her “Then you’re giving me a death sentence.” she went silent. I ended up stretching my one month doses over 3 months so it was “only” $200/mo.
That’s inhumane. I wonder if the person on the other end of the phone just didn’t give a shit or what…
She probably had no authority to do anything about it. Delay, deny, defend…she’s part of deny/defend. She’s there to tell you that you were rejected, not to explain why or appeal. If a doctor calls, they’ll go into “you didn’t submit X step of paperwork declaring the patient has Y, and so even though you noted it elsewhere we’re denying”
Going off script risks her job, and for what? By design, she can do nothing to actually help
I think she did. I could hear pain in her voice.
Then I feel for her…end of the day we all only go to work cause we have to.
My GF used to work for a company that provided in home care and facilities for the elderly, there were people whose job it was to phone up families and basically say “I know <relative> died last week but you owe us this money/equipment…”. That mustn’t have been fun.