This is a blog by a former CEO of a large Boston hospital to share thoughts about hospitals, medicine, and health care issues.
Wednesday, October 16, 2013
Secret shopper program needed here
My friend Jacob reports on Facebook about a call with CareFirst Blue Cross Blue Shield (in Maryland):
Me: I don't have that information, can you please call me back in 10 minutes and I will find out? BCBS: This is a call center, we do not have the ability to call you back. Me: Then why did you ask me for my phone number at the beginning of the call? BCBS: That is in case we get disconnected, we can call you back.
A friend inquires: And what was your reply?
Me: I said the connection was bad and asked if they could call back...and they did!