Complaint Department

I have 2 days left at work before an eight week LOA and with the busy-ness created by our improving economy, the human craziness of "The People vs. Home Depot" has escalated. I am a "listen-to-the-problems-customers-have-with-HD-specialist" and the number of people with demands, expectations, and complaints, coupled with the populations more and more rude language, raised voices, and escalated "I am the most important person in the world mentality," this week has been intense.

In the midst of all this, I had to get my Health Insurance administrator and carrier on the phone prior to Monday's surgery to make sure I understand my coverage, what has been approved, planning for my co-pays and out-of-pocket maximums. When I called my HMO to clarify details, they told me that they had no record of my upcoming surgery. WHAT?!&%$  Then I called HealthNet on the special employee health insurance hotline and they said they have given no approval for my surgeon or the hospital stay. Are you freakin' kidding me? #%&#.

Then I called Scripps Hospital to talk to the admitting clerk Angie, who had called me earlier in the week to collect my $300 co-pay before Monday and she reminded me she had an approval code from HealthNet. "But" I said,  "I have an HMO so all approvals have to go through them." "No" she insisted, "your surgeon is not part of your HMO!" "What! I got approval two months ago from my primary care physician's office for Dr. Brewster! I was told everything has to be channeled through them!" Angie said, "No, the approval is direct from HealthNet, let's have a conference call with them." She go them on the line and low and behold it was the same guy I talked to earlier who told me their was no approval.

The good new is that at this point Angie became my advocate. She reminded the guy I was about to have open heart surgery and that I should not have to deal with this stress and ineffectiveness and confusion. She gave him the approval # and he put us on hold and then came back and said, "Oh, I found it, sorry." Trying to maintain my equilibrium, I replied, "Why is Healthnet approving this when the HMO has to approve everything?" "Well" he answered, "it looks like that even though your surgeon is out of network, they gave approval for you to use him at Scripps and your % of responsibility and co-pays will be as published by the HMO."

At this point Angie said, "Please Mr. Hoffman, stay calm so you can make it to Monday. Everything is in order." I hung up on both of them because 3 people were standing at my desk asking for help and 2 phone lines were blinking with more customer complaints: my dryer isn't working, my carpet doesn't match the sample in the store, your contractor is late for our install. One day I would like to remind everyone that unless your brain transplant is delayed because UPS lost the container carrying your new one, you really don't have a problem worth being this upset about!

Don't worry about me, I am breathing while writing this and keeping images of peace and tranquility in my mind's eye through it all.

Namaste