Thanks for telling my boss I’m doing my job, I guess…?

I work in data entry for a health insurance company. It isn’t 100% call center, but my department does also handle incoming calls for claims inquiries. I get a call to my voicemail today – a guy is calling to see if a claim is on file for his 20 year old daughter.

For those who don’t know: I cannot, legally, release information about someone over the age of 18 without verbal or written consent. I don’t care if it’s your insurance policy she’s on, it is her privileged and private health information.

So, he leaves enough info that I’m able to locate her file. I pull it up to A) see if we have the claim on file and B) see if we have any kind of written release to speak to him. The answer to both is no.

I call him back, and immediately know it’s going to be a fun call.

Me: Hi, its (name) with (company), returning your call?

Him: Oh, good. (Proceeds to go on a 2 minute rant about how the hospital never filed a claim with us and how he needs to make sure its arrived).

Me: (when finally allowed to speak again) I understand, sir. However, your daughter is an adult. Is she available and can provide consent to speak with you?

Him: What? No, she’s not here. Why does it f**king matter? It’s my insurance coverage, and I need to make sure this claim is received before the deadline and I’m responsible for it all!

Me: I understand and I’m sorry, but HIPAA regulations requires consent for release of information to anyone other than the patient when the patient is, legally, an adult.

Him: That’s godd**n ridiculous! It’s my policy, I’m the one who pays you! The deadline is in two days!

Me: (ugh please shut up) Again, I am sorry, but that is federal law. I cannot give you any information at this time. Can y’all call when she’s available and can provide one-time verbal consent?

Him: Now listen here young lady, you’re hiding behind red tape. I PAY YOU and it is your job to tell me what I want to know.

Me: Unfortunately, my hands are tied and it would be illegal for me to give her health information out.

Him: This is some fking bullst! What is your full name? What’s your address?”

Me: My name is (first name) (first initial of my surname) and we can receive mail at (address).

Him: I asked for your full name!

Me: I can only release the first initial, I’m sorry. It’s (company’s) policy.

Him: This is the most ridiculous fking crock of st I have ever heard. I will be sending a letter to your superiors about this! Do you accept email? What about fax? I want to make sure they get this!

Me: We do not accept external emails, but our fax is (number).

Him: You have been monumentally unhelpful today. Let your boss know to expect my letter! click

Like… this is my job’s policy. Thanks for telling my bosses I’m following privacy and verification protocol, and not opening us up to lawsuits?

And the most ridiculous thing: the claim he’s talking about that’s about to hit deadline? We need to receive it within the next two or three days, otherwise it will fall outside of timely filing and be insta-denied. The facility he said she was seen at is an in-network facility that has a contract with us. Literally, if they don’t submit it in time and we deny it, the provider has to write ALL of it off and cannot, per contractual obligation, bill the patient.

But, anyway, thanks for telling my boss I’m doing my job. (I did notify my Director of the call just so she’s aware and she just started laughing. She is a no-bullshit callers kind of boss)