OptumReviews of optumrx.com

I placed an order through store.optum.com and accidentally ordered the wrong thing. On their website it said you can cancel an order before it starts preparing for shipment however I called support and they said the warehouse was closed and they couldn't cancel it until the warehouse opens. I called the next morning when the warehouse opened and was told it was too late to cancel the order and that the warehouse is a 24/7 operation.

We've had nothing but problems ever since we had to switch from Express Scripts to OptumRx. They call constantly, almost always in the morning before I'm even awake. Just this past week, they've called at least five times. I've come to think of them as my unwanted alarm clock. The messages they leave rarely include any actual information, and their pre-recorded message can't even tell when it has reached another pre-recorded message, so they talk to my voicemail as if they were actually talking to me, asking my voicemail to press one or two, etc. I listen to these barely coherent messages and then I call them and wait on hold until a dazed and confused employee speaking indecipherable English finally picks up. Usually they're calling to tell me that one of my meds is out of stock, despite my having told them repeatedly that it isn't urgently needed and I'll wait until it becomes available. That medication has been out of stock for months, and they have no idea when it will become available (maybe never, who knows?), so they just call periodically to wake me from a sound sleep, just so they can make sure I know they still don't have it, just like they didn't have it yesterday, last week, or last month. If they have no plans to restock it, I wish they'd just say that and stop wasting my time, but mostly, I just wish they'd get their act together, in general. Another time, they left a message about a prescription transfer I had initiated on their website, saying that they had called my doctor for approval, but since she wasn't available to talk when they called, would I please contact her on OptumRx's behalf, so that they can just get back to their busy schedules of leaving people on hold or destroying the English language. The easy transfers they promise apparently do not actually exist. Despite my calling them back every time, they just keep calling over and over for the same reasons. And In spite of the fact that I just had to call them again today, I fully expect to receive another call tomorrow, just so they can repeat things to me that they've already repeated ad nauseum in previous calls. They're clearly working from a script that was created for them, and if you ask a question that isn't on their script, they have no clue what to do. Also, be wary of the survey they ask you to complete at the end of the call. If the representative you speak with can tell that you aren't happy, the survey won't happen. You'll just sit there waiting after the initial call is terminated, for a survey that never materializes. Often, simply indicating that you're willing to take the survey is enough to get your call dropped before you even speak to anyone. I suspect they know they're awful (surely they've read at least some of the literally hundreds of negative reviews), and they don't want any more black marks, even though they deserve them, so basically they just do the equivalent of hanging up on you and not letting you take the survey. Also, the last two times I've had to call them, I've told them that the email they have on file for me isn't my email address, nor is it an email address I've ever had in my entire life. I have no clue where they got it, but I have no doubt that the next time I have to call, I'll have to tell them, yet again, that they are using a nonexistent email address that I never gave them in the first place. I wish OptumRx would just go out of business, the way they deserve, and then maybe all of the insurance companies would use a reputable mail order pharmacy, instead of this pathetic bargain-basement substitute. If you have any other options, I strongly advise you to take them.

One in every three of prescription renewals turn into nightmare experiences. Today's latest example, a refill approval by my doctor that took 10 days and five long phone calls. ► I gave Optum my doctor's phone number, but its system kept trying a long-disconnected phone number from when my doctor lived in a different city years ago. I wasn't notified. ► Only of two drugs on the same approved request was processed. An Optum pharmacist stated that my doctor had probably changed my prescription without telling me. Absurd and wrong. ►Inept offshore support turned nasty when I asked to speak with one of the more knowledgeable U.S. based agents. Instead, I was connected to another offshore agent who misrepresented my refill, saying an entirely different drug had been ordered. Payback? ► Text messages were incorrect and contradictory, linking to Optum webpages that explained nothing. Optum's website fails to display current refill status. ►Was notified that a refill was in the mail when it had actually been sent to my local pharmacy without telling me. Since acquired by United Healthcare, Optum has become an example of how insurance and pharmacy consolidation fails patients and contributes to the sorry state of American healthcare.

This is specifically a review of Optum RX Android application. You want to talk about wasting time repeatedly on resetting a password, just try if you've been locked out of your account because it says your credentials are no longer what they have on record. Despite copy and paste whatever those answers are for your security questions, it doesn't work. Call tech support, and you get even worse response. I've now been referred to their resolution team to fix what the tech support is unable despite resetting the link twice.

Unreliable. Invariably dont successfully fill prescriptions. Service agents are the worst kind of 'script following', with no ability or discretion to help. Look to deflect responsibility wherever possible (patient, doctor, regulations, time zones etc etc)

Whatever you do don't plan on getting reimbursed for a prescription that you pay out of pocket for even once it has been approved. It does not matter if it was approved the very day you got the prescription, they will not reimburse you the full rate. I got some nonsense about you only get reimbursed the contract rate. So, I pay $74 and get reimbursed $8. They could care less about their customers.

Good doctors. Generally good front-office and back-office people. World's worst phone experience trying to get through to anyone. By the time I've struggled with their phone system to get to a human being, I'm a frustrated, angry mess, so I unload on the poor customer service rep who is just trying to help me. And it doesn't help that the Optum billing department doesn't handle ALL Optum providers. So, by the time I've wrestled with the phone system, I finally get to someone who tells me I have to call yet another phone number...

It has been disgusting dealing with your company. 1. your website is NOT working properly. 2. My family doctor is Dr. Kathryn Malone, Berkeley, CA 94702, tel:1-510-985-5020 3. In your website, the doctor' name is listed as Dr. Sree L. Goginini. It is wrong. I have been calling Otum for the past four weeks. No one is paying any attention. 4. I have not received my Lipitor (Atorvastatin, 40mg) for the past 4 weeks. It was due four weeks ago. At optumrx, no one seems to speak English. PLEASE FIX ALL THESE THINGS !! Best Regards, Narayana Srinivasan