I called SilverScript in order to ask them to stop sending letters or any other correspondence containing patients' confidential information like name, date of birth, and medication prescribed to them to my home address where those letters can be accessed by other individuals who have access to my home mailbox. Since SilverScript works with Medicare to provide Medicare Part D coverage, they most likely received my home address from Medicare. However, they also knew the address of my place of employment, which is the hospital where the patients covered by the SilverScript prescription drug plan reside, and they have sent letters to the hospital before pertaining to some of my patients. So I have no idea why they decided to send letters to my home address knowing that it is my home address and risking potential HIPAA violations in the process. When I called SilverScript at their phone number (1-866-235-5660) to request that they stop sending letters containing confidential information of patients to my home address, I ran into a series of customer service representatives none of whom were helpful and instead they proceeded to waste one and a half hours of my time on the phone before the last customer service representative just hung up the phone on me. The first customer service representative I spoke said her name is Tanish or Talisha and stated she would transfer me to prescriber or provider services. After waiting on the phone for about 15 minutes, a representative named Edward identified himself as a CVS/caremark employee and after some confusion regarding why I was transferred to him, he belatedly acknowledged that he worked with SilverScript and offered to transfer me to prescriber or provider services. I told him that I had spent 20 minutes on the phone much of it wasted being transferred to the wrong person or department and would rather that he just gave me the direct phone number for prescriber or provider services or an email address so that I wouldn't waste anymore time on the phone. He refused to provide either the direct phone number for prescriber or provider services or an email address I could contact to fulfill my simple request that they not send correspondence containing confidential patient information to my home address. Instead, without asking for or getting my permission and without giving me a chance to object, he said he would transfer me to a managerand then put me on hold. He had previously promised to stay on the line if he transferred me to another department or phone number. However, he did not fulfill his promise as he was not on the phone and did not check in with me as I was waiting on the phone after he put me on hold to supposedly transfer me to a different department or phone number, and after waiting for 10-15 minutes, I hang up the phone and called the SilverScript number I called before again. After some delay, a representative possibly named Tahana picked up the phone, said she could wait on the phone while waiting for me to be transferred to prescriber or provider services, and that she expected the wait to be 12 minutes to get a representative from prescriber or provider services to answer the phone. Instead, I waited for another 40-50 minutes before I was transferred not to provider or prescriber services but to a customer complaint representative named Lilly even though I had not requested such a representative and thought I was waiting for a representative prescriber or provider services to answer the phone that whole time. Lilly was the worst of the succession of incompetent, rude, unaccountable, and unhelpful representatives I spoke to and instead of making even a minimal attempt to be helpful, she was argumentative, would talk over me, and would make snide and sarcastic comments. She was not the least bit helpful. After telling her I had been on the phone for about an hour and a half and couldn't stomach spending any more time on the phone, she callously and absurdly to look for another number where I could be helped and that she did not know how to help me and did not know why I was transferred to her. I suggested to her that instead she could communicate with the appropriate individuals in her company (SilverScript) regarding my simple request my simple request that they not send correspondence containing confidential patient information to my home address, and she or others in her company could subsequently contact me at either my cell phone number or email address once my request had been processed or fulfilled or if they had any questions regarding my request. She declined to take down my contact information when I offered to provide my cell phone number and email address. Again, without asking for or getting my permission and without giving me a chance to object, she said she would transfer me to a manager and then put me on hold. After a few minutes on hold, she simply hang up the phone on me. So all this effort was for naught. read more
