Update on Day One
From Jerome: Numerous calls to SCCA finally resulted in them submitting the orders to Premera, and nurses and doctors told me that it was marked as an urgent request. They also mentioned that the next available appointment for me would be next Thursday (May 1st), but if Premera processes the request soon, I could be seen tomorrow. I then called Premera to verify they had everything needed and to drive the processing as much as I could, and of course they mention that the request from SCCA wasn't marked as urgent and wasn't requested to be processed until May 1st. That was where it was too many mis-communications and I needed to escalate (it hit the fan).
I then emailed the CEO, CFO, and COO of SCCA with a sternly worded, excited to be at SCCA but disappointed with what I've seen so far email that included the details of the situation and asked them to follow-up on it. Apparently it worked, because I got a call back from the Patient Financial Care Manager who told me the situation, the root cause, what they were doing to fix it, along with touching on all my points in the email (I'll upload a screenshot of the email in case anyone's interested). Further, they said that I will be seen tomorrow, and if for some reason Premera doesn't approve, then they wouldn't bill me for the chemo. The manager also mentioned that she's never seen this many miscommunications during her 12 years at SCCA (again, lucky me! I should buy a lottery ticket with me breaking all the probabilities or something).
I thanked her, recognizing that they were doing their best with the situation and noted that they were showing genuine concern and empathy. So, pending other rare exceptions, I should be on track to start chemo tomorrow morning again!
Comments (4)
I love your escalation - hitting the fan - good sense of humor, Jerome :-). I am so proud of you - I would have done exactly what you did! SCCA is a great facility with excellent staff. But like any institution, there is always a handful of unfortunate outliers. You are helping SCCA continue to improve their operations - good for them, good for you, and good for other patients as well. Now let's move forward with your treatment and onward with your healing. Our prayers continue... God bless you! Love you dearly...
I was just about to text you to see how it went too until i read Sam's post. Thank you Paul and Jenny for setting this up! It's a good way to follow you on the road to recovery. Man, that must have been terribly frustrating dealing with SCCA's errors and I agree, disappointing as well. Chemo should never be delayed because of insurance especially when the HCO dropped the ball (we should all move to Canada lol) but I'm glad they can compensate you for their mistake. Way to handle it like the BOSS you are! lol. Goes to show there isn't anything you can't overcome. I will continue to read this everyday :) and hope your chemo appt goes well tomorrow. Thinking of you always <3 Love, Light and Prayers, --Lyss
It was frustrating for Aj and I to hear that you were not able to go through with your first day of chemo, and then to read that there were further miscomunications really upset us. But we admire the fact that you kept your composure and remained professional, as Aj and I both agreed we would have done a little bit more than write a sternly worded email ;) You handled it like a boss, just like the Jerome I've come to know. After all, you sued over counter tops, we knew you weren't going to take crap from anyone. You're going to kick cancers butt, we all know it. Aj and I are relieved that they will be taking care of you and that you'll be able to start treatment tomorrow, sooner the better! Hope everything goes as planned tomorrow. Sending nothing but positive vibes and love your way. --Gloria and Aj.
I hope today will be one of lesser frustration for you. I agree with Gloria and Alyssa - you are indeed the "boss" so I'm glad we were able to solution this unnecessary road delay. We will all need to keep SCCA in "check" moving forward - I know I will - and just like any good boss - I know you will too. With love always - Auntie