Yesterday was very stressful
So all of my appointments for work are supposed to be over the phone appointments. All of them were except for the last two of the day. I'm not sure why they scheduled office appointments but they did. The first couple was very stressful they argued with each other they interrupted each other they were allowed. They couldn't agree on anything and it was very overwhelming dealing with them.
Then my second appointment came in. It was another loud couple. They were also very confused and didn't understand insurance very well at all. I did my best to clear everything up. After reviewing the wife's med list we have decided that she was just going to stay on the same plan that she was on. There was one huge mistake that neither of us caught. The med list was incorrect. The Med list was both hers and her husband's combined. She didn't notice it because she thought we were reviewing her husband's. I asked her if the med list was correct and she said yes. Thank goodness the husband noticed and and pointed out that the medless was combined. The wife got very upset that the admit that took her information combined the two meds list. She said she sent two separate lists and there was no reason that they should have been combined like that.
I apologized and told her that I was very embarrassed by this mistake. Thankfully it was caught and I was able to enroll her in a plan that would save her over $70 a month. It's just very frustrating when you think you're given all the right information to do an appointment and you're not. They almost walked out and I almost lost two customers because of someone else's mistake. Thankfully it all worked out and they will be back for future helping other enrollments.
Hopefully today goes better. I will also double check with the client to make sure that the med list was correct. Very frustrating indeed
Then my second appointment came in. It was another loud couple. They were also very confused and didn't understand insurance very well at all. I did my best to clear everything up. After reviewing the wife's med list we have decided that she was just going to stay on the same plan that she was on. There was one huge mistake that neither of us caught. The med list was incorrect. The Med list was both hers and her husband's combined. She didn't notice it because she thought we were reviewing her husband's. I asked her if the med list was correct and she said yes. Thank goodness the husband noticed and and pointed out that the medless was combined. The wife got very upset that the admit that took her information combined the two meds list. She said she sent two separate lists and there was no reason that they should have been combined like that.
I apologized and told her that I was very embarrassed by this mistake. Thankfully it was caught and I was able to enroll her in a plan that would save her over $70 a month. It's just very frustrating when you think you're given all the right information to do an appointment and you're not. They almost walked out and I almost lost two customers because of someone else's mistake. Thankfully it all worked out and they will be back for future helping other enrollments.
Hopefully today goes better. I will also double check with the client to make sure that the med list was correct. Very frustrating indeed
