Review Time
I don’t know if someone from the company reads these, but I have found that if the call doesn’t go well with a customer service agent, they basically won’t hang up the line so that I can’t do the survey after the call. That happened today and I got put on hold when the call ended. That has happened in the past as well. They want their metrics to look good and your customer satisfaction goes down.
However you are managing your call center staff, it’s not working.
My company just switched to OptumRx as our PBM Jan 1st, and it has been an absolute disaster in my experience. They require a Prior Authorization for a generic medication I have been stable on for 18 years. Then they deny the PA because of a Step Therapy requirement. The 3 alternatives they require in the step therapy are all significantly more expensive than the generic. You can't talk to the people making the decision, only the robots that are reading from the computer.
Warning to all company benefits departments considering this PBM -- run away as fast as you can, unless of course your goal is to piss off your employees.
I wish I could give them no stars. I ordered medication for my husband, and it took 10 days to arrive. He ended up in the hospital due to high blood pressure. I called multiple times, but I kept speaking to someone who didn't speak English well and provided different delivery dates. I feel for anyone relying on them for medication!
The representative I spoke with struggled with English, making it hard to have a clear conversation. It took too long to place a simple order. When searching for products, the results often don't align with what I need. If the items weren’t free, I wouldn’t use this service. Improving language skills among customer support staff would greatly enhance the experience.
The representative I spoke with had a limited grasp of English, making our conversation hard to understand. It took a long time to place a simple order. It's frustrating when I search for items, and the results are irrelevant. If the items weren’t free, I wouldn’t use this service. They really need to improve their customer support language skills to better serve clients.
I called to confirm a prior authorization approval, but my medications are not new and already covered. When I called back, I was directed to their home delivery service, which I do not want. Additionally, the representative's English was difficult to understand.
This is a frustrating, uncaring, and bureaucratic service. I spent hours on the phone trying to get my wife's prescriptions filled, but to no avail. I still have no refills. Even after speaking to a supervisor, I received no help. If you need timely delivery of medications, avoid this service. Their staff shows no concern for your needs.
I've had repeated problems with customer service. While they handle regular refills adequately, their overall service is lacking. If you need a refill while traveling, it becomes a hassle. I wish my employer offered other options, as I may have to pay out of pocket for my necessary medications.
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Optum, a part of UnitedHealth Group, is a pharmacy benefit manager and care services group operating across 150 countries in North America, South America, Europe, Asia Pacific and the Middle East.
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