My complaint is concerning your Mechanicburg, PA store located at the corner of Carlisle Pike and Sporting Hill Rd. Recently we changed insurance companies, my wife dropped off a script to be filled at the drive through window. She informed the employee that we had new insurance and wanted them to take the information.
The employee told her to just leave it and it would be placed in the bag with her script. She did so. I picked up the script not knowing that there should be our insurance card. She asked me for the card which I didn’t have. We immediately called the pharmacy.
They didn’t have it. They said the person that took the card left for the day. When my wife asked for them to call the employee they refused and every employee she talked to after that was rude and sarcastic. The manager on duty was on break and didn’t want to deal with the situation and when did hung up on her, stating something to the fact I am on break.
I then called back and was told that they are looking through the trash now…. how comfortable does that make you feel. I finally decided to go in. I did go in and when I got there all the people on duty had conveniently left. So I filled in the manager on duty. He heard about it but was little he could do and stated he would have someone call my wife tomorrow.
At my dismay I found out that your employees do not know your red flag or fraud policy. I stressed my concern that the card may have been given to someone else in error and/or possible misuse in the department.
I am a V.P. of a collection agency and deal with medical fraud and abuse on a regular basis. I am also a CCCO (a certifid compliance officer. I am aware of the necessary policies and procedures that must be in place concerning this matter including but not limited to HIPPA, RED-Flag, Fraud prevention, etc…AND LET ME TELL YOU, YOUR EMPLOYEES ARE NOT AWARE OF ANY OF THEM.
To add to my frustration we did not receive a call or any follow up from CVS concerning their misplace of our insurance card.
I did contact our insurance carrier and informed them of my concerns and they are taking care of it. I would appreciate a response to both your policies and procedures concerning lost medical insurance cards placed in your care and the training your representatives receive in the handling of those policies and procedures.
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