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Good Luck Scaring Someone Who Works Retail

, , , , , , | Right | May 17, 2022

We have a patient whose employer did not activate his health insurance. The patient is on the phone with his employer and the final resolution was the employer saying that if the insurance coverage did not go through, the employer would reimburse the patient for the full cost of the medication.

For those unaware, the pharmacy has no control over insurance coverage. All we do is send an electronic claim to the insurance, and the insurance either comes back with a copay (aka, what we charge the patient for the medication) or a rejection (patient not covered by [x insurance], medication not covered by insurance, pharmacy not in network, etc.).

The patient informs us he’s paying cash price without his insurance since this insurance isn’t going through. I let him know what the total cost is for all his medications – it’s less than $50, so not even that bad.

Patient: “I’m glad we got that figured out. If I had to come here again, it would be with a gun.”

Me: “…okay, so your total cost is [total]. We’ll ring you up at the register to your left.”

Patient: “Doesn’t that scare you? That I might come back with a gun?”

Honestly, yes, but he’s clearly looking for a reaction.

Me: “Nah. At my last job, patients would bite me on a daily basis.” *Actually true.* “This job is much less scary.”

Patient: “Oh…” *Walks off in disappointment.*

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Tell us about a bad customer who received the most satisfying comeuppance.

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