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Re: Optum RX - STAY AWAY

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Message 41 of 126
Thank you for the help . Our Doctors have submitted scripts electronically and followed all the necessary procedures but this company has continued to make mistakes. We had two more problems since my first post that took hour long phone calls again. I’ve only had one problem with formularies that was resolved by a doctor appeal. Just a total lack of competence on the part of this company.
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Re: Optum RX - STAY AWAY

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Message 42 of 126
One thing that needs to be done is for Congress to mandate companies providing Medicare have their customer service based in the US. It's a mockery of a US Government system being serviced by people from another country. With UHC when I reach an overseas call center - I immediately say 'transfer me to a US call center' and they do so without complaint. I've tried that with Optum and end up with another Philippine's rep who I can barely understand. Try performing a search for how to reach an English language call center rep for Optum, all the results come back about how someone who cannot speak English can reach a rep who speaks their language. So English is not a priority with them. I have emailed their support in the past and received no reply whatsoever. At least in writing it would be more difficult for them to misunderstand you.
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Re: Optum RX - STAY AWAY

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Message 43 of 126

We're new to Optum Rx as of Jan 2020. So far it has been nothing but a nightmare. They keep trying to fill my mother's perscriptions with the most expensive product they can find. I've been on the phone with them 6 times now for over a total of 12 hours to get this resolved & get their website correct so I can order the correct product easily and efficiently. Nothing! I've been dealing with this for over 4 weeks and they still have everything screwed up. Meanwhile , they created an order that we didn't need yet, and shipped it!    Horrible, Horrible, Horrible company. Run away as fast as you possibly can.

 

AARP - If you're listening, you need to step in and advocate for the people that are now stuck with your United Healthcare/ Optum Rx affiliate. Drop them like a friggen rock! They need a huge class action lawsuit and subsequent bankrupcy to put them out of their dang misery!

 

Regards,

Steve & my 95 year old lovely mother Dolly

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Re: Optum RX - STAY AWAY

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Message 44 of 126
Hi Pamela
You’re Dr should to send refills or new Rx’s  to Optum either via electronic submission, call or fax. There is nothing you can do about their formulary if Rx is not on their list but whoever handles prior authorizations your Drs office can try to do that if your Dr thinks it’s detrimental to your health to change. Do not use the app to refill drugs. Call your Drs office for them to submit them. Not much else I can say. Did you call the phone number I posted? Sorry you’re going though this but Optum insurance is not the best. Good luck. 
Nina
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Re: Optum RX - STAY AWAY

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Message 45 of 126
Same problems here. I’ve tried to order meds on three occasions each time I had to call. The app is horrible, missing prescriptions or meds listed under the wrong family member. No phone number listed to call and no prices visible until you place the order. Last call was an hour long to get my daughter’s arthritis med. They to deny my request to speak to the Pharmacist. I strongly recommended avoiding this company. Unfortunately we have no choice as it is through my husband’s employer. No customer service and meds are 3x the cost of Medco.
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Re: Optum RX - STAY AWAY - HORRIBLE VERY BAD

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Message 46 of 126

Hi again 

Did you call 800-971-7658? Just wondering. 
Nina

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Re: Optum RX - STAY AWAY - HORRIBLE VERY BAD

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Message 47 of 126

Hi Jim

I know, it's more than terrible. I think calling from a Dr's office made a difference. When you call, do you get an option that asks if you're a patient or calling from a Dr's office? If not, I can call where I used to work to see if I can get that number for you. So sorry you're having trouble. It is unconscionable for anyone not to be able to get their meds. As far as outsourcing... don't get me started. They also have a ridiculous cookie cutter thing they have to go through and you HAVE to tell them you want to speak to their manager, and be persistent. If their manager doesn't help, insist for customer service and don't let them intimidate you. If I were you, I'd switch to Express Scripts any day. They are always polite, helpful and knowledgeable. They transfer you to whom ever can help you. I've even spoken to a pharmacist to ask if there was another pharmaceutical company that made a med I take because the one I was taking bothered my stomach. They gave me a lot of options and I did research on google to see what other people say. You're Dr can indicate on the Rx what brand you want. Also,  If you're on a controlled substance, you can only get a months worth no matter where you go because insurance will not pay for more. Hope this helps and let me know if you need that phone number. 
Nina 

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Re: Optum RX - STAY AWAY - HORRIBLE VERY BAD

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Message 48 of 126

How did you ever get them to do that for you? 

 

I almost never reach someone who can understand me or that I can understand. If I ask for a US call center - something that works immediately when I reach an English as a 2nd or 3rd or 4th language call center when calling UHC - I always get the same slurred jumble of whatever they are trying to say.

 

They constantly repeat the same lines over and over 'we're so happy you chose Optumrx' etc and lately have taken to start asking me when my next doctors appointments are and other none of their business questions.  They butcher my name which they also repeat endlessly.  

 

I would pay extra to reach a US call center where people could understand what I am calling about.  

 

The US should mandate that all medicare call centers and medicare prescription service call centers are based in the US.

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Re: Optum RX - STAY AWAY - HORRIBLE VERY BAD

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Message 49 of 126

Optum (or UnitedHealthcare, which owns Optum) actually called me and assigned a personal rep for me to contact anytime I had a problem. She figured out what was causing the problem (there was an erroneous indication on my record with them that I would not accept the generic equivalent) and fixed it! While she didn't OK my posting her direct line she did say I could give you the corporate 

number 800-343-4227 so a case can be assigned to her (Patricia Esparza) or other corporate agent. She is very helpful, competent and empathetic but it appears the core issue still exists, poor training of the frontline call center staff.

 

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Re: Optum RX - STAY AWAY - HORRIBLE VERY BAD

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Message 50 of 126

Your Dr should be able to send your prescription anywhere where you are covered whether it's CVS or Optum. Does your Dr send yours electronically? Most do and it's easier for them. Just tell the office or Dr where you want it to go. As far as complaining, I'd call customer service if you can reach them. Please don't wait until you're out 😞 

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