This company deals in mail-order prescription medicines, not your over-the-counter meds but the ones that make a difference in peoples' lives. Depending on the seriousness of the illness, these meds could mean the difference between life or death. Yet, there is no sense of urgency to make sure the patients receive they meds when they are needed. I've spoken with patients who were waiting WEEKS for they medicine. When they called in to complain, they received no help. All the agent did was file a ticket on the problem. The problem is that NO ONE follows up on these tickets. They could be sitting in limbo for weeks on end. It's not the agent's fault as they are specifically told to just complete the form and do nothing further. If you do, you're in trouble. If you make any effort to actually help a patient and go outside your job description, you receive a warning. Anything you do to help a customer, needs to be done under the radar. I worked on cases that were so badly handled by other agents, I reported them. Only to check the same account two weeks later to make sure the customer received their medication on time, and all notes previous notes had been scrubbed from the account. That's illegal. Don't bother reporting things like this to management. They don't care and won't do a thing. In fact, you're putting a target on your back if you do. Make sure you document everything and disobey company rules and keep your own records. So if any law suits arise, at least you're protected.
