Posted by In the trenches
I'm submitting this for catharsis more than anything else. Express scripts will not be able to change regardless of negative reviews. This is truly the worst customer service experience I've received. I can't believe how many people I had to talk to. I had to explain to things to representatives that they did not know themselves (such as a the existence of the active choice team ...which may actually be called member's choice team, juries out). I would insist for them to check on the information provided with their supervisor...every time they asked supervisor, the representative was like "actually my supervisor said we can do that for you." These issues are not at all the fault of the representatives, who all very nice and really try to help, despite their evident lack of information.
It's very clear from my 2 hour interaction with this company today that there is clear a lack of training support. I do think there is a culture of passing of buck to the next representative ....not because they are lazy but because express scripts evident lack of education and proper support. Shame on CEOs and others at the top of this hierarchy-their lack of care for patients, the health care system, and the employees' needs is truly shameful.