Three and a Half Hours with One Insurance Company and Counting…

This is why my clients pay me to do this work…

I’ve been trying to determine the insurance deductible of a patient of one of my therapist clients. This isn’t a fly by night company I’m trying to reach. It’s a very large insurer. Pretty straightforward question, right? And it’s something I do rather frequently.

So I called the same Provider line I always call.

Yet the system has hung up on me twice this morning already, saying it “didn’t understand” the national provider identification (NPI) number of the therapist that I punched in (twice) and then voiced when entering it manually didn’t work.

I was also on hold for two and a half hours earlier this morning with them after I was able to enter both the NPI and the client’s insurance ID (although I’d previously been hung up on when the system couldn’t understand that number, either). Now I’m trying for the 5th time this morning, and have been on hold for 40 minutes after taking 8 minutes to get this far. Yes, I’m taking a quick break for lunch and to write this while waiting on hold.

Luckily, there’s plenty of other work I can do for my therapist client while I’m on hold, but as I said to her, I’m just glad it’s me dealing with this, not you! Can you imagine having to take several hours off during times when you’d ordinarily be scheduling clients, just to get a deductible? And that’s for one client out of over 50! (There’s also a website one can use to get the information, but I’ve found it is so complicated and has so many glitches that I no longer bother.)

As I frequently tell them, my job is to make my clients’ jobs easier.

Luckily I love my work. And my office! (My two dogs are sleeping out of sight of the photo, which is a real plus.)

Oh, by the way… I half suspected that the minute I had to go to the bathroom, that a live person would come on the line. So I tried that just for kicks. Nope… didn’t work! 🙂



Categories: Business Practices, Insurance, Office Photos and Layout, Uncategorized

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