UR_xProbablyR_xight

Meds & Counsel without Patience for Patients

Ever heard of Dick’s Last Resort? Never been to the restaurant myself, but I love the concept. It’s like the court jester in medieval times being able to tell the King the harsh truth since everything he said was in—you guessed it—jest. Why has no pharmacy taken up this business practice? If patients expect harsh but fair truth from the pharmacy team, they’ll accept it readily.

Welcome to UR_xProbablyR_xight. The pharmacy of the future where we provide “Meds & Counsel without Patience for Patients.”

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Learn the Phonetic Alphabet

[Tech]: “Thanks for calling ‘You Are Probably Right.’ This is Jaycee. How can I help you?”
[Patient]: “Yeah, hi. I got a message saying you couldn’t bill my insurance. I got insurance.”
[Tech]: “Alright. I’ll look into that for you. What’s your date of birth?”
[Pt]: “Cindy Woodward.”
[Tech]: “Okay, then. What’s your date of birth?”
[Pt]: “December 12, 1972.”
[Tech]: “Okay, give me just a second here . . . yeah, okay, it’s telling me your insurance expired December 31 of last year. Did you get a new card?”
[Pt]: “Yeah, I got it right here. It’s an OptumRx card. The ID number’s A-4-6-7-5—”
[Tech]: “Let’s actually start with the BIN number, please.”
[Pt]: “My PIN? I don’t know what my PIN is.”
[Tech]: “No. BIN. B as in Bravo. B-I-N.”
[Pt]: “I don’t see a BIN. I see an Issuer number 9-1-5-1-0—”
[Tech]: “Nope. I need the BIN to start. You can just bring the card in and I’ll take a—”
[Pt]: “BIN! There it is. 0-0-5-9-4-7.”
[Tech]: “And the PCN?”
[Pt]: “S-T-O-H. That’s S like, umm, Seaweed. T as in Tom. O like—”
[Tech]: “S-T-O-H. I got it. What’s the ID number?”
[Pt]: “Okay, that’s 9-1-5-1-0-1-4—. Wait, no, no, sorry. That’s the Issuer number, sorry. The ID is A as in Astronaut-4-6-7-5-0-5-2-5. Or that zero in the middle might be an O.”
[Tech]: “It’s a zero. And the Group?”
[Pt]: “C as in Cat—”
[Tech]: “Is it CLAIMCR?”
[Pt]: “No, it’s C as in Cat, L like Larry, A as in Apple, I like, umm, Igloo, M for Montenegro, C like Caffeine, R as in Raincoat.”
[Tech]: “So CLAIMCR!?”
[Pt]: “Ohh! Yeah, I suppose it is.”
[Tech]: “Okay give me just a sec, I’ll run it through . . . Okay, that worked. It’ll be a $25 copay.”
[Pt]: “$25?! I think it’s cheaper with GoodRx. Let me give you that info.”
[Tech]: . . .

. . . [As a technician at UR_xProbablyR_xight, how do you convince Cindy she either needs to learn the phonetic alphabet or just bring in the damn discount card so you can look at it?]

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