My practice stories - obtaining Single Case Agreement

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My Noble Quest to Obtain Access to Care for My Patient

I have a patient who needs access to care because they changed insurance, and I am not in network with their small obscure insurance plan. So I decided one of the easiest solutions would be to create a single case agreement.

I called the provider number on the back of the insurance card, and after struggling with AI prompts and repeating myself multiple times, I finally reached a live agent.

The agent then gave me a different number to call.

So I called the different number. Again, I struggled through AI verifications, repeating the same information over and over again to the point where I had memorized it by heart.

Eventually, I reached another live agent.

Who also told me:

“Oh, no, you actually need to call a different number.”

So I called the third number.

After once again fighting my way through the AI system just to reach a live person, that agent finally informed me:

“Oh no, this is actually handled by the previous department. The lady who transferred you here handles that.”

At this point, I explained:

“Look, I have already spent about 30 minutes trying to get to somebody because my patient needs care.”

The agent paused and then said:

“Oh, okay. Let me see if I can direct you to somebody who actually knows where you need to call.”

So I stayed on hold for another 20 minutes waiting to be transferred.

Finally, the agent returned and apologized.

“Oh, I’m so sorry. It’s getting closer to the weekend and late afternoon, so that agent is already gone. But I’ll pass along your information.”

At that point, I paused for a moment and then replied:

“You know what, I changed my mind. Can you please forward me to HR for a job application? I’d like to clock out on Thursday for the weekend myself.”

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