RCowen Date Rated: 4/30/2012 2:22:10 PM
As a Medicare Part D subscriber for two years and call center sales professional for 30 years, I feel that the company’s call centers (both Humana and RightSource) are the most difficult and frustrating that I’ve ever encountered.
Consumer Reports may say that their Medicare Part D Humana/Walmart program is one of the best but they totally ignore the customers’ frustration and inexcusable inefficiencies.
If you have not tried to be a customer of Humana by simply filling a prescription, you are in for a rude awakening:
• In most instances, their IVR’s does not forward my Humana ID, birth date or Zip code so I waste my time and yours repeating the information. When placed on “hold” their phone system drops my call so that I must re-call and go through the process again. Their agents request that I reconfirm my address, phone number and email on almost each call. I’ve had to do this more than 10 times within the past week.
• The “order number” on a email confirmation or hold notice is not the same as the “order number” on the web site.
• When a medicine is out of stock on a multi-item prescription, I must call and request that the order be split but there was no notice to the customer that the entire order is held when only one item is not available. I had to discover this myself.
• I had no idea why an order was being held and only after calling was I told that it exceeded a certain dollar value and I approved it. On a subsequent order, it was more than two business days to receive a call requesting authorization. There apparently is no way for me to give blanket permission or raise the amount above which authorization is required. This limit also puts a hold on every other item on the same prescription.
• Their web site says that a medication is “covered” but agents say that it is not and then I show their agents that it is covered.
• Orders are placed on hold for no apparent reason and I must call to find out what the problem is and am told different stories.
• Customers are bounced between Humana and RightSource to get questions answered and they conflict. In one case, I arranged a conference call between two of their employees in different call centers to get a resolution.
• Their web site is at least two days behind what your agents can see.
• Agents tell me that they have handled a request and then I discover two days later that they had not done so.
• I’m told that an item is in-stock and then told it’s out of stock the next day.
My prescriptions are simple and should not require the efforts by myself or their staff to fill them quickly and efficiently.
I could continue with more examples but most of this has happened to me within the past week and it is similar to my other experiences over the past two years. I DREAD dealing with Humana and RightSourceRx either on the phone or via email.