Customer service that goes the extra mile

DEBBY AND DARIN BRINSEY :: Anthem members, Leavittsburg, Ohio

In November 2007, Debby and Darin Brinsey, Anthem members in Leavittsburg, Ohio, left with their children to spend Thanksgiving in Florida. On the morning after Thanksgiving, they were scheduled to take a family cruise.

Upon arriving in Florida, however, Debby and Darin realized they had accidentally left the medication for their 10-year-old’s ADHD (attention deficit hyperactivity disorder) back in Ohio.

They scrambled to find a friend to send Tyler’s medicine to them, but soon realized that because of the holiday it would not arrive before their cruise ship sailed. And because Tyler’s medication was classified as a Schedule II narcotic, the Brinseys’ pediatrician in Ohio could not call in another prescription to a pharmacy in Florida.

Desperate, Debby called the number on the back of her Anthem membership card. She reached care manager Kristine Braun. After Debby explained the situation, Kristine immediately set to work. She solved the problem within two hours. “I could tell that it was very important to this family to resolve their issue quickly,” Kristine said. “They needed me to do something that they couldn’t do for themselves. That’s what we’re here for.”

Kristine arranged for the Brinseys’ pediatrician to speak with a network pediatrician in Florida, who wrote an emergency prescription. She also arranged to annul the existing prescription in Ohio.

“Kris went above and beyond,” Debby said. “So many times you hear, ‘I can’t help you,’ or people just don’t want to take the extra time. Kris really took a personal interest in our case. Thanks to her dedication and commitment, we were able to get the medication and have a wonderful cruise. We will never forget how she helped us.”

 

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