To Whom It May Concern,*I am emailing regarding two disturbing trends from Express Scri...
GetHuman-dfranz's masalah perkhidmatan pelanggan dengan Express Scripts dari September 2018
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The issue in GetHuman-dfranz's own words
To Whom It May Concern,*I am emailing regarding two disturbing trends from Express Scripts that your Customer Support for Pharmacy cannot seem to assist with.**) Express Scripts Drug Database and Compound Rxs - The issue lies with Express Scripts rejecting claims due to OTC items in the compound not being in the Express Scripts Drug Database. This is burdensome on customers and no other PBM does this. **.*% of PBMs cut the payment down to the price of the legend drug within the compound. Most third parties have had this capability since the ****s. I would recommend updating your drug database or just accepting the items that are Legend drugs.***) When your mail order service neglects to mail out rxs to your patients in time they go to another pharmacy so they do not run out of medication. Express Scripts support cannot provide the pharmacy with an override that allows the claim to go through the pharmacy system. Instead the claim rejects as a paid*duplicate on the pharmacy end. Support indicates this is the only way they can override this. The capability to provide an override so the pharmacy can process a claim is used by **.*% of third parties. Express Scripts proposed solution is unacceptable from a pharmacy perspective. Pharmacy fiscal reporting would be incorrect as well as the pharmacy just having to take the word that a claim was paid. Much like handing someone a check and then giving them an account number to write on it - no one does this. There is no reason in **** that both of these issues cannot be resolved to ensure customers are provided the services they need in a timely fashion. It is frustrating for the customer and for the pharmacy staff that it appears there is an intent to process certain claims like we are in **** instead of ****. Conversations with Customer Support Supervisors have not been helpful either. I would ask that Express Scripts take seriously pharmacy concerns and update their system to function in a manner that is consistent with other third parties and PBMs that can override and process claims correctly in ****.*Respectfully,*D. Franz
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