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[cancer] Things I have been told this week - Lakeshore — LiveJournal
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Jay Lake
Date: 2013-06-19 04:25
Subject: [cancer] Things I have been told this week
Security: Public
Tags:cancer, funny, health, personal
In the process of pursuing various disability claim issues and whatnot this week, I have been told some fairly amazing things by otherwise helpful and friendly customer service people at various providers of health and disability services. For example:
"Oh, don't worry about those emails notifying you of claim documents. Sometimes our Web site just sends them out even if nothing's there."

"You'll be receiving some more forms in the mail shortly. Ignore them."

"Yes, the phone system will ask you for that information every time you call. It doesn't apply to you."

Mind you, in each case I had to ask very specific questions in order to elicit this information.

Here we have a benefits management process of Byzantine complexity, involving dozens of forms running to hundreds of pages, along with multiple overlapping deadlines and complex application procedures. A single missed deadline or omitted form can derail everything and disqualify me from various programs. Yet the intake processing and IT infrastructure of these services is so eccentric that it falls to me to understand which bits of information or sets of documents are critical and which are superfluous.

It's not like I'm mortally ill or profoundly stressed or anything. Of course I have the time, focus and mental energy to sort through what the providers themselves can't get right. Thank you for asking.

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Julie, JulieInTheGreen, "Squire!": Sam
User: brickhousewench
Date: 2013-06-19 12:05 (UTC)
Subject: (no subject)
Keyword:Sam
The customer service levels of the health care industry are shockingly low. It makes me wonder why people don't complain about it more. Are they too busy being ill to notice or don't have the strength to complain (quite probable)? Or worried that if they do complain, that they somehow won't get good medical care, or will have their coverage denied (also probable)? Either way, it seems to be a system that need fixing. That could be streamlined in so many ways.
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threeoutside
User: threeoutside
Date: 2013-06-19 15:42 (UTC)
Subject: (no subject)
The whole system fills me with rage. It seems we've abandoned concern for human beings long ago in favor of profits, and the construction of said Byzantine systems could not be more perfect to help facilitate that if it had been designed for the purpose.
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mcjulie
User: mcjulie
Date: 2013-06-19 14:38 (UTC)
Subject: (no subject)
I'm thinking you could use these experiences to write a timeless classic satirical novel along the lines of Catch 22 or The Trial.
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mcjulie
User: mcjulie
Date: 2013-06-19 14:39 (UTC)
Subject: (no subject)
Oh, and did I mention this is all seriously messed up?
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martianmooncrab
User: martianmooncrab
Date: 2013-06-19 18:31 (UTC)
Subject: (no subject)
aint the system grand? Just wait until they send you the letter or letters awarding your disability, and then they hit you with the last minute "need these documents NOW or we turn your claim off" like you are faking your illness.

Lovely stuff it is.
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