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Got a call for some general questions regarding their DME (durable medical equipment) supplies. The health plan connected the member over to us, the third party authorizations center. We have a department dedicated for these types of inquiries, but the calls go through us at intake.
The caller right off the bat explained the reason for the call, I advised them that I’m intake, authorizations only, but I understood they needed information regarding supplies and could connect them to the correct department. The caller insisted that they speak to me first because they been connected multiple times.
Caller, please. Please. The department closes at 5pm. You called at 4:59pm. Why couldn’t you trust me and let me connect you to someone who could help, even after explaining that I only handle authorizations.
Thus I spent 5 minutes trying to convince the caller, and finally told them the department closed at 5pm. They hung up.
Fin.
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