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By Sim Gaunt & Melissa James, Information & Referral Specialists
Elder Services’ Information and Referral (I&R) Department receives many calls during the month from elders with problems or issues they are unable to solve on their own. We would like to share a few of those calls.
Phone Service Mis-communication
A caller had moved from one address to another and was having problems with her phone service. It had been a while since she moved and had not yet had her phone connected. She had tried calling her phone service provider and felt that they were not listening to her and understanding her concerns. She requested that the I&R worker contact her phone service provider on her behalf. The I&R worker agreed to call the provider and find out when service would be established.
The I&R worker discovered there had been some mis-communication. The phone company had no record of the elder’s move or request for a re-connection of service. The I&R worker explained the situation and the representative stated that the elder’s phone would be connected later that day.
A caller had gone to her local pharmacy to have a prescription filled. When the prescription was ready, the pharmacist told her that she had to pay the full price of $35. The caller said she never had to pay full price before. She added that she had Blue Cross/ Blue Shield as her medical carrier and that her policy has prescription coverage. The caller asked I&R to look into the matter since she had tried, and was either disconnected or put on hold.
The I&R worker spoke to a Customer Service Representative at Blue Cross/Blue Shield, who said she would contact the elder the next day to straighten out the issue. Two days later the I&R worker called the elder back and was told she had received a call from Blue Cross/Blue Shield and was instructed to mail in her prescription bill and they would pay it immediately.
The elder thanked the I&R worker for her help and was glad that there was someone available to help her when she needed it.
If you think there has been a mistake on any bills from any provider, call and request that they review your account or policy.