This is absolutely true. I worked for a OptumRx call center in Niles, OH (Alorica, fka West Communications, fka MCI) as a Medicare Patient Advocate.
We were required to do MCR's for every call or threatened with termination. Told by management that for every MCR obtained we would receive $.50 each for the first 100 and $1.00 each for 100+. The Team Lead also gets a bonus for meeting the call center quota (doesn't this violate the Anti-Kickback statue?) Computers system malfunctions frequently on a daily basis. Customer's credit cards are double billed for meds they don't receive and wait up to 8 weeks for a refund.
Then it is usually applied as an account credit, not credited back to the credit card. Checks sent in with orders get lost(but cashed) and they customer gets billed again for the order. Credits cards are billed at the time of order and customers wait additional 10 days for prescriptions to be processed. Prescriptions are automatically filled and credit cards charged without the customer's authorization.
Customers are told that they are in the coverage gap, when they are actually not and then billed 100% of the drug cost. Every call center rep deals with this multiple times daily. Customers that ask to speak to a supervisor are told that no one is available or put on hold until they hang up.
The way this company operates is criminal. Shame on you OptumRx (United Healthcare) for taking advantage of vulnerable seniors.
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