Saturday, February 23, 2013

Accountability

Nowadays, when you call a 1-800 number for customer service, you are told that "this call may be monitored for quality assurance purposes".

And you are typically on hold for a few minutes after pressing 1 then 4 then 99 to get to a real person.

And during that hold time, you are probably reminded at least 3 times about the QA bull. Over and over and over.

Well, I have an awesome idea!

Since they are being recorded for QA purposes, those calls are saved.
Someone must have the boring job to listen to them in the QA department, dontcha think?
And someone must tell the employee on the phone call during their annual employee evaluation "Hey, next time you talk to a customer, you should say ABC instead of XYZ, alright?"

Makes sense, doesn't it?

So if I called United Healthcare at the beginning of January and confirmed that codes and coverage were in fact true and that if my provider did the same thing (twice) and was told that specific codes in question were truly covered and approved codes......and those calls were being recorded for quality assurance purposes.......

You are where I am going with this, don't you?

Well, don't you think there should be some accountability on UHCs part for talking out of both sides of their mouths now?

For quality assurance purposes, of course. Because that's my point here.

Get it, UHC?
Lets talk accountability, shall we?