CVS

My name is Veronica Williams I work for BMC Healthnet plan. I am a customer service rep. On 04/05/2011 I was trying to request from Sharon who works in CVS pharmacy to have a members of ours prescription reran. When placing call to Pharmacy I did explain who I was and where I was calling from and that call is monitored and recorded. Sharon did not listen to my concern. I tried to explain that members is listed in computer system twice and prescription was under incorrect account. Sharon went on to say I dont know what i was talking about, so I requested to speak with someone else willing to listen. I was placed on hold for 10 minutes and was transferred to a male pharmacist who hung up without even listening to me. So i placed call again to [protected] requested to speak with pharmacist who hung up on me. When speaking with him he did not introduce himself and basically told me i did not know what i was talking about, so I then requested to speak with CVS store manager and was hung up on after being told that store manager will not help me. Now after this I was very upset. I have a member mom who called BMC HealthNet plan to request help in finding out why mbr cannot have prescriptions filled. I handle issues like this everyday, so as the correct step I tried contacting pharmacy who was no help. After being hung up on I ccontacted INFORMED MAIL [protected] and requested to have a test claim under members active account. While waiting for test claim i noticed that the staff at CVS pharmacy had rx reran under member correct account.
So I called the CVS store and spoke with Manager Maria who did not listen to my complaint and transferred me to the pharmacist who lied and said he mistakenly hung up because it was busy. I explained to him that I would like number of corporate office to file writen complaint. I also reminded everyone that I spoke with that all my calls are monitored and recorded due to being in a call center.
DUE TO HIPAA LAWS AND PHI, I am unable to provide my info without consent from member parents.
But as a Customer Service Rep, I was very unhappy with the way the staff handled this call and how there are very unprofessional. This is something to review. My call was documented as well for my supervisor review if needed.