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Stupid People...

They're kind of like the plague. There's just no escaping them because they infect everything they touch.

This is interesting timing that this happened today, after discovering 


 yesterday, but it's so stupid, I just had to share. 

As anyone out there in the ether that occasionally lurks around my journal probably knows, I just got a new job about a month ago in Production Support at my company. This is the first time in several years that my job primarily consists of customer service. Granted, it's not face to face customer service, thank God. They just ship their problems to me via my handy-dandy little processing application, I solve it and ship them the answer back. 

Well, a little background first. Does everyone know what Health Reimbursement Accounts (HRAs), Health Savings Accounts (HSAs) and Flexible Spending Accounts (FSAs) are? Basically these are accounts, some funded totally by you, some funded totally by your emloyer and some contributed to by both, that help you offset the cost of your astronomically high deductible. 

So, say you go to the doctor's office, because you have a cold (haha, I don't go to the doctor unless I'm *dying* but just for the sake of argument...) and you end up, after your insurance knocks off the discount that the doctor's contracted for, being responsible for $100 of the $150 charge. It all applies to your deductible. 

What these accounts do is, instead of you having to fork over 100 bucks, the money is pulled out of this account to cover your out of pocket expense. This is the processing system I've been working on for the last year for a major health insurance company. Well, apparently I picked it up pretty damned fast, because I moved from processing on it to fixing it within a year, which is pretty fucking awesome. Well the processing system I worked with is called the EDO* system. (*Confidential information - Name changed to keep my ass from getting fired should anyone from my company ever read this.) It's a processing system, just like the processing system you use to process medial indemnity claims and the different processing system you use to process Managed Care claims. 

This is not a hard concept people. In my world, it's kinda the equivalent of saying, "If you throw yourself off a 75 story building, there's a good chance you're gonna make a big SPLAT when you hit the ground."

In other words, it's just a given. No one would ever think to mention it, anymore than I mention the sky is blue when I walk outside.

Okay. I fix problems within this system. Issues. Complicated claim scenarios in which the funding engine is quite obviously not pulling the money correctly. The member's eligibility is jacked up. The claim processed but the check never went out the door for some reason. That kind of thing. 

I opened an issue this afternoon and it said, "I need to know what processing system handles EDO and how to reprint an Explanation of Benefits. Oh, and I also need written instructions for reprinting the EOB's too."

I stared at the screen. Then I stared some more. 

It's hard to impress upon you, the level of complete *stupidity* this ticket achieved, if you don't work in my field. Think of it as you, calling a $25/minute technical helpline for your computer to ask them how to reboot it. That's pretty close right there.

It was one of the hardest things I've ever done, just typing out my response to that  ticket in a professional manner and not actually using the word "idiot" in there anywhere. 

Jesus. :bangs head on desk:




( 1 comment — Leave a comment )
Dec. 11th, 2007 04:23 am (UTC)
LOL! Oh, I feel your pain. I haven't had anything too bad in a while, so I'll count my blessings.
( 1 comment — Leave a comment )



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