Thursday, January 8, 2009

Expedite: to speed up the process

I reread my post from December 12. According to that, on December 11, I called my insurance to begin an expedited appeal regarding physical therapy visits. In theory, a patient is supposed to receive an answer regarding such an appeal within two days. Well nearly a month, twenty to thirty something calls, some of which contained copious tears of frustration mixed with a few expletives, and hundreds of minutes on my phone plan later, I finally got approved for visits TODAY, exactly one week before I leave for camp. Tuesday I called atleast four times. There was no crying that day. Today, Boris, a resolutions specialist, called and left a message. Eager to speak to him, I called him back. Well beyond the midway point of our conversation Boris said he hoped to have an answer for me by January 15. And that's when I lost it. The date was a trigger. "Boris, January 15 is too late. I go to Little Rock on January 15!" Boris couldn't get off the phone fast enough.

While in the middle of another call with a customer service representative from my insurance, Amy, another resolution specialist called. She was the one person who I could get on the phone over the last two weeks, a saving grace. Although it came a lot later than I wanted, she had an answer for me. I finally received authorization for visits.

I wanted a quick answer. I opted for the expedited appeal vs the 30 day so that I could get treatment well in advance of camp. The process was supposed to be prompt. So much for that plan. I figure this is all a big joke. As much as I "plan," there's always something out of my control. Guess that's just life.

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