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Yesterday ended on a very sour note, but since it was already Shabbat by the time I left work, I couldn’t post about it.
My last call was from some guy who was mad because we didn’t use our “common sense” when it came to refilling his prescription.
His doctor didn’t write a day supply, only a set of directions on the script.
So we tried to get in contact with the doctor to verify how to proceed.
No response.
So we deleted the script, and sent it back to the member.
Well, apparently, we’re just supposed to know what the day supply is supposed to be by looking at the amount of pills prescribed.
Right.
Everyone knows what would happen if we started filling scripts like that.
We’d be sued by everybody who could manage it.
The guy asked for my name so he could sue me.
These people think they’re really going to get something done by suing someone at the very bottom of the food chain, lower than they are?
As far as we’re supposed to be concerned, they’re practically divine!
That’s evidenced by the fact that people who aren’t even citizens can order us around, with no fear of consequence.
Now before anyone takes this the wrong way, or happens to come across this and take the remarks out of context, I’m not advocating frivolous lawsuits against those higher up in the corporate world just because they are higher up in the corporate world.
I don’t bear a grudge based on one’s position or status in what has become the modern nobility.
However, suing the least of us isn’t going to get anything accomplished, really.
Bottom line, just because you screw up doesn’t mean I’m going to try to get the company to take the fall.

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There’s apparently an article in today’s Daily Rejecter about a beer actually called Hebrew.
The company (Genesis Ale) marketing the brew has a motto of “Don’t pass out, Pass Over.”
The alcohol content is nine percent, which is quite high for a beer.
It’s currently being marketed and sold in Colorado and fourteen other states.
I’ll have to be on the lookout (or pay someone in one of the targeted states) for Hebrew to start showing up in stores in my area.

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I’ve gotten an early start today, so I’ve got a little time left that I can use to blog.
We’re scheduled for a meeting of the “Right Team” (mine) today, probably having to do with our latest monitoring, which John says has bone really well.
Good.
Something positive.
And maybe we’ll even get lucky and have relatively little cue, though none at all would be, I think, optimism to the point of foolishness.
I hope today isn’t as bad as yesterday was though.
I’ve gotten a little more used to the cold, except that I’m having sinus trouble because of it, or the heat, can’t figure out which.
I’ve got some people’s sites to move to WordPress this weekend, namely Jerry’s.
It won’t take me more than five minutes to do, and really isn’t a lot of work, so I figure it’ll serve as my good deed for a few days, and I’ll get it done this weekend, after Shabbat.
I’m going to my mom’s for Thanksgiving weekend, and that’ll be a nice change, even if it doesn’t involve Ze’evi.
He’ll probably end up having to work, but either way, we can’t spend the weekend together, which sucks, but it’s life.
I plan on taking on a major editing project for this blog, mainly just going through it and changing all names that are the real ones to protect the privacy of individuals mentioned, especially the ones associated with work, and definitely the instances where the name of my employer shows up.
Admittedly those entries are really old, but they’re in the archives, which means they’re searchable by anyone.
And I definitely don’t want to end up on that list of people who get fired for their blog content.
I’m not sure when I’ll get to the L-J, and the other one’s OK.
I’ve only got one more sip of coke left, so I’ll end this here.
Everybody take care, and I’ll probably post later.
Hope you’re all doing well.

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OK, I’ve just about had it with this two-bit system.
It needs to either start working properly, (more accurately, the foks responsible for it need to get it fixed), or we need to be allowed to deal with it in some other way than repeatedly asking callers to hang on while the damn thing decides what it’s going to do.
Christ on crutches, can anything just simply work around here?

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I’d really like to shoot the last two callers in the head.
The first one was a grumpy old woman who wanted to jump back and forth between records for herself and her husband, and bitch at me because her doctor wrote her prescriptions “do not substitute,” (meaning we can’t substitute a generic for a brand, even if it’s cheaper, usually for medical reasons), and then she wanted to bitch because she had prescriptions she had no refills on.
The next one was just incredibly stupid.
I’m getting tired of people going “Do you mean the … (insert piece of information: account number, prescription number, order number, ETC.)” when I ask for the ID number.
Is it really that hard to at least act like you’re intelligent?
That’s the easiest part of the call!
Just give me the information I’m asking for, and don’t ask me to jump all over the screen, and then go “wait, I have the ID now” when I’m in the middle of doing a name search or something like that.
Jesus God!
People get on my nerves!
You have to try to be that stupid.
There’s no possible way you just are that way.
I wish this day would hurry up and end.

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It’s gotten really cold here really fast.
Yesterday, we were up in the 70’s.
It was warm enough to have the windows open so that the resh air could come in.
Today, we’re supposed to have a high in the upper 50’s, and tomorrow, in the lower 50’s.
Lows in the 30’s and 20’s.
And from the looks of the forecast, it’ll be that way at least until next Wednesday.
No watch it jump back up just in time for Thanksgiving.

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I’m not sure what to think of that last call.
A fellow customer servant called, thinking I was a pharmacist.
I’m not sure whether I should take that as a complement or not.
The only thing I discussed with her was whether or not a prescription is in the system, and I had to ask who she thought she was talking to.
I told her she had reached customer service, and offered to transfer her to the pharmacy.
I could have actually passed as a pharmacist, which is scary.

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I just got back here from lunch.
It’s extremely cold in here, and I’ll bet we’re still in cue like we have been all morning.
At least half the day is over and I can start working my way to its end.
When I get home I’ll attempt to finish the laundry.
A piece on the drier broke, and until I can get something to stick it back on, I’ll have to limp along without it.
It’s the piece in front of the lint screen, and I imagine the thing will be OK until I can get it fixed.
Nothing should get caught.
I’m applying for the support position that just became available today.
It won’t be any extra pay, but it’ll be something different, and I think I’ll actually be in a position to do something if something gets screwed up.
I’m aware though that it won’t be a bowl of peaches and cream.
They get a lot of crap, but so do I as a regular agent, so it’s pretty much six of one half a dozen of the other as far as I can see.

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I had a really hard time getting up this morning.
The alarm went off at 5, I got up at 06:15.
They’ve fixed the ‘Net problem at work, so I should be able to post, or at least read blogs on my spare time.
Yesterday was really bad.
We had constant cue, and my schedule was 09:45 first break, 2PM lunch, and 4PM last break, which I didn’t get to take until 4:30PM.
Today’s didn’t look too bad though.
Lunch at 12:30 instead of 2.
At least having the ‘Net fixed means I can email S during the day, so that makes things a little better.

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I got back from the store not long ago.
Andrew was nice enough (as he always is) to take me shopping for food.
He’s one of those sighted people you can really count on.
Aftwerords we went to IHOP.
I had an omlet with onions, green peppers, corn-beef hash, hash browns, and cheese, along with pancakes.
I ate every last bit of it.
I was really hungry.
I’m not looking forward to going to work tomorrow, but I’ve already picked out what I’m wearing, so that’s one thing I don’t have to worry about.
I’m looking forward to climbing into bed and going to sleep.
I plan to come in from work tomorrow and do some laundry, as well as give the kitchen a good cleaning.
No, it’s not a mess perse, but it does need to be straightened up, and I always love the way it smells in here when everything’s been wiped down.
I also plan to wash my sheets and blankets tomorrow night, since I didn’t get to do it today due to the lack of laundry detergent that was remedied tonight.
I can’t believe we’re already almost halfway through the month.
Where has this year gone?
I’m not sure what I’m doing for Thanksgiving yet, because I have to work the day before and the day after.
I might end up going to Andrew’s again this year.
I went last year, and had a good time.
And this year, I won’t have to come home to any roommates.

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My last call yesterday was probably one of the most original ones I’ve gotten yet, ranking it for now in the top sopt of the Pathetic category.
It was from a pharmacist at a retail store, who said I needed to talk to his customer because he was getting a rejection having to do with mail-order only coverage.
Then, he put me on hold, and put the member on the phone.
Apparently he didn’t tell the member who he was calling and having them talk to, because when I started asking for the usual information, the member said she had no idea who I was or what I was talking about, so I had to find a professional way to explain that pharmacist’s lack of competence, laziness, and rudeness.
For the record, if a member has mail order only coverage, then they can’t take that card to their local Walgreens and get a prescription filled.
Furthermore, there’s nothing we pukes on the phones can do about it.
You have to talk to your insurance company about that.
But we have to feed you a line of crap because that’s considered good customer service, and our jobs depend on it.
If we didn’t have to eat and pay bills like the rest of the country, we could give the company and the client a collective shove-off and stage a walk-out.
We’ve all talked about doing that several times, but we all know we won’t.
And it’s even worse when members start engaging in the same games that everyone else is.
Those are the ones who really irk me, and you wouldn’t believe how many calls like that we actually get.
In a lot of cases, the callers are just as unethical as the pharmacists, the company, and the client, along with the insurance companies and the doctors.
Remember that I’m speaking in general terms, and there are exceptions to the rule.
But I would advise that just because you’re having a bad day, or you’re angry at your insurance company doesn’t mean you should take it out on us.
Yours isn’t the first major problem we have to deal with on any given day, it’s most likely the one hundredth or two hundredth, and everybody’s problem is the most important.
After a while, we become embittered, and then it gets to the point where we just sort of treat everybody like you’re items on an assembly line, which means we’re going to do whatever it takes to get you off the phone so we can move on to the next person.
And some of us will even resort to just flat lying to you to get rid of you.
I don’t condone this at all.
But it definitely happens, and in a lot of cases, there’s a reason.

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I got home from work at around 6:00 this evening.
It’s been a very long day.
I got up at around 7:30 this morning, which was entirely too late.
Consequently, I didn’t have time to get any caffeine into my system before I left, nor did I get time to pack a lunch, which would have included more caffeine.
So it was a caffeine-free and food-free day.
It really sucked.
I hope that never happens again.
I guess I just must have been really tired.
My alarm went off at 6 like it normally does, and I hit the button, thinking I was going to get up in a few minutes.
That turned into almost two hours.
Dealing with the callers today was really way too much.
On top of that, I’m doing my best to keep on top of all these stupid rules.
They can take the one about not sitting at my desk during lunch or breaks and shove it.
If they ever get the internet problem fixed, I have every intention of reading the news or blogs while I’m on my time.
I shouldn’t have to go sit in the break room where it smells like a mixture of every food under the sun (we’ve even labelled the scent “Breakroom,” and would love to try to market it), and listen to all the other idiots squalk.
How about some peace and quiet, like a room where one can sit by oneself for a little while.
The employees of the client at least have that much, and free coffee and hot coco.
It’s not much, but like they say, every little bit helps.
It got really cold here really fast.
I left the apartment this morning, and it was in the 70’s.
Now, it’s in the upper 30’s, and it was 50 by sunset.
I’m glad there’s only one more workday left.

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I was serfing the web earlier tonight, and came across some posts on various blogs that were verry anti-Client. One of them is here. What I read was enough to make me sick.
As much as I hate the callers as a whole, and I hate being abused and insulted by them, I hate even more the lengths the client, and my employer, are going to (or not going to) in order to make a buck.
Let’s just say it really shows.
Give the above post a read.

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