To Whom It May Concern,*I am emailing regarding two disturbing trends from Express Scri...

GetHuman-dfranz's customer service issue with Express Scripts from September 2018

7 views | 393 similar | 0 following
Help with my Express Scripts issue
First: share to improve GetHuman-dfranz's odds
Strength in numbers! Companies respond better when others are watching.
Next: our robot will wait on hold for GetHuman-dfranz to get a Express Scripts rep on the line!
Always use the GetHuman Phone to call Express Scripts. We wait on hold and get a rep on the line for you faster and for free!
Before contacting them, items GetHuman-dfranz may need:
Account Number, Email on Account, Phone Number, Name of Account Holder, and Country
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

GetHuman-dfranz did not yet indicate what Express Scripts should do to make this right.

How GetHuman-dfranz fixed the problem

We are waiting for GetHuman-dfranz to fix the problem and share the solution with the rest of us customers.

Do you have a customer issue as well?
We can help you get Express Scripts's attention and get better help faster. Tap below to get started.
Having Express Scripts issues too?
Get tips from pros & other customers, and get it handled faster:
For better results, write at least 100 characters
This email address isn't valid
Follow this issue
See how GetHuman-dfranz fixes it.
This email address isn't valid

Express Scripts

Customer service issue
Reported by GetHuman-dfranz
Sep 17th, 2018 - 3 years ago
Not resolved
Seen by 7 customers so far
Similar issue to 393 others
0 customers following this

Timeline

GetHuman-dfranz started working on this issue
Sep 17th, 2018 6:30pm

Moving? We Make It Easy.

Call now and talk to a real person in seconds who can tell you the best deals from each telecom company if your new home area. We find the best deal for you and then we manage the scheduling so that all your technicians show up on the same day. Easy and free!

Call free anytime: 888-959-6783Our service is unaffiliated and thus can compare plans across many providers and schedule multiple technicians