OptumReviews of optumrx.com

They are the worse ! The communication is terrible!!

Sadly, zero stars is not an option for this company whose main goal seems to be fabricating reasons to deny coverage medically necessary prescriptions. I recommend you avoid them whenever possible.

I won a prior authorization and your CROOKED company discontinued carrying the medication instead of filling it! I should not have had to file that period and when you change the terms of coverage 1 month after signing up for a year long coverage there is nothing to say other than UHC/UMR and Optum are absolute crooks in my opinion. No wonder your customer satisfaction scores are in the toilet!

If I could give a zero I would. My work just switched to these quacks and all of a sudden they want to contest a medication I've been on for years. Put aside all your reservations about trans people for a second. The meds we're on often can't just be abruptly stopped. It's not safe. Not only have they delayed my meds BY WEEKS they are aggressively misgendering me on the line and pushing their beliefs by saying things like "have a blessed day" and "lord be with you" after finding out that I'm calling in relation to my hormones. Your beliefs should not be affecting your customer service. NEVERMIND THAT I AM CHRISTIAN MYSELF. When they ask me if I want to do the survey I say YES and they hang up. I'm going to have to consider what authoritative bodies I can report them to--maybe to the main line insurance I have that is sub-contracting them. Overall I'm PISSED.

Some prescriptions have gone smoothly through Optum Rx when we’ve only had one medication to fill, but our recent experience trying to fill several prescriptions for our son has been incredibly frustrating. Our doctor sent all of the prescriptions over at the same time, yet we have had difficulty getting all of them filled. We’ve made multiple calls and found it unnecessarily difficult to speak directly with a pharmacist. I do want to acknowledge that the customer service representative we spoke with was very kind, patient, and genuinely tried to help us. What was especially concerning was discovering that one of our son’s medications had been canceled, even though we had not canceled it. We were then told, through the customer service representative, that the pharmacist believed our doctor had switched medications and that one prescription replaced another. That information was not correct. I had to contact our doctor’s office myself to confirm that our son does, in fact, need all of the medications that were prescribed. I then had to ask the nurse to add clarification for the pharmacist. Even after doing all of that, we are still having difficulty getting the prescriptions filled. I understand that pharmacies need safeguards and sometimes need clarification from a prescriber, but this process should not require this many phone calls and this much back-and-forth when the physician sent the prescriptions together and confirmed that they are all needed. It has been unnecessarily complicated, time-consuming, and frustrating—especially when we are simply trying to obtain medications that our doctor prescribed for our child.

Processes are very cumbersome and painful to go through for prescription management. Their automated phone calls will continue calling and calling you then ask you to hold for high call volumes for 20 mins to get to a rep only to verify again who you are (after requiring this all to be entered to get to a rep). One particular instance I went through all of this only to get disconnected. This is a lot to go through every 3 weeks for only 1 prescription when you have a chronic illness.

Completely thorough, positive, consistent contact and follow-through. I have to say that this has been the most comprehensive management of my medication I've ever experienced. I have had multiple phone calls for when I personally haven't followed up or kept up with anything- life gets busy and it's easy to overlook and forget things when you have an ever-growing list of things to accomplish but- every interaction with this service has been compassionate, informative, and helpful. Orders come on time, I'm transferred to the correct people, I'm given consistent follow-ups and check-ins on my medication use. Staff is great, delivery service is on time and orders are easy to understand. I'm getting more information and care from the pharmacy service themselves vs. my actual doctor and it's nice to see a service that will slow down and be as specific and thorough with something serious like medication.

My insurance forces me to use this service. Almost every single time we have a 3 month supply shipped, the order doesn’t ever make it to usps it just “leaves our shipping partner” and disappears. These are my child’s asthma medications and this is completely unacceptable.