Kaiser Permanente

Conversion

The conversion from IBM/Medicare/Kaiser to Medicare/Kaiser has had enough "bumps in the road" to warrant tracking what has transpired. I thought this would be an easy process (if you believe the propaganda) but it, like obamacare, has proven to be a mess. Thus this web page, so I can access ALL related information from where ever I need it. I just find it stupid that people are getting paid while NOT doing their jobs.

Contacts

• Kaiser Medicare Membership Services: 1-800-476-2167
• Contact for contractor that handled(?) sign-up:
  1-866-949-7162...X83131 = Roberta Frasier
  Confirmation number: 186832-5365-CNX
• Kim More, Kaiser Memb Serv: 303-214-7601; direct line No one answers.
• IBM Employee Services Center: 1-800-796-9876
• Extend Health 1-855-359-7380 - Number from call schedule.
• Budco: 1-888-279-7261

Contact Log

• 10/24 ~ 19:30 Contractor: Call from Roberta about signing up with Kaiser. I said that I had been with them for over eight years and that with all of the duplication of "information" I was tempted to let them drop. But with this call AND the excellent service I have been receiving from Dr. Lippard, I would sign up. She said that I would have to call them to be able to do that, saying that they could not directly solicit my business (say what?). Called them an hour later and spent over 1.5 HOURS going over, and over and over, much of the material. When I questioned the redundancy, I was told that it was for the recording and that we had started a new one! I was given a confirmation number of 186832-5365-CNX I was also told that I could change the coverage at any time. That has proven to be WRONG. It must be done before early December.
• 10/24 Evening, Extend Health: Set up profile, took screen image of completion. Shows "Profile 100% Complete"
• 10/26 - USPS: HRA Survivor Benefits Selection form arrived shredded.
• 10/28 IBM Ben: Called IBM Benefits to see what could be done about the shredded form. Was transferred to Budco, who said they printed a new copy that I should receive in five to ten working days. Copy arrived 11/21 AFTER SECOND REQUEST, Budco does NOT earn their money!
• 10/30 ~ 17:00 Kaiser Memb. Serv: I called Kaiser Memb. Serv to confirm that they had me signed up. NO RECORD OF THE SIGN UP! I told the guy in California that I would call again the next morning to get someone in Colorado.
• 10/31 08:30 Kaiser Memb Serv: I called Memb Serv to get someone that could find out why my sign-up had not been handled. No one knew, but the lady said that she would have someone call me once it had been investigated; works for me.    During the call I said that I was continuing to receive sales material and that since I had signed up, I thought the redundancy was superfluous.
• 10/31 15:00 Kaiser Memb Serv: Received a call from Kim More confirming my sign-up. She repeated the confirmation number I had received from their contractor.     During the call I said that Kaiser has some people that are excellent with computers (mentioning Dr. Lippard) but that others seemed to not understand them or how to use them.     One item came up about changes in coverage. I signed up for the "Denver/Boulder Core" plan with the intent of adding dental, vision and hearing (a $38/mo package item) once I knew how much I am currently paying IBM for that coverage. Kim said that the "information" I received from their contractor was not correct; I can NOT change coverages any time I want, they can only be changed once per year. I'll call the contractor in a week to get that done, per Kim.    Kim also said to contact her directly if there were any further problems.
• 11/8 - 18:00 Kaiser Contractor: Tried to add vision and dental to the Kaiser "Denver/Boulder CORE" plan and was told I would have to sit through the same ad nausium bunch of crap that I was read at least four, and I think FIVE times when I signed up. I'll call Kaiser on Tuesday.
• 11/11 12:00 IBM Benefits - Melisa: Called IBM Ben to see what has happened to the Budco Form (Survivor Election) since it is still not here. Melisa did a three way with Budco, who said they would mail another copy. Melisa will call me back on Friday the 22nd to make sure that at least one of the copies of the form has arrived.
  Excellent service and professionalism from this lady!
  Melisa called on time, on the 22nd. The Budco form arrived 11/21, was signed and notarized 11/22 09:10, in the return mail 09:20.    Melisa also said that if I get another copy of the form to ignore it.
• 11/12 08:25 Kim, "direct line" Called three times. Let it ring a minimum of 6 times each. NO ANSWER AND NO ANSWERING MACHINE! Really?!
• 11/12 08:30 Kaiser Memb Serv(?): Called to see if I could add Dental, Vision, Hearing package WITHOUT going through the entire bunch of crap again. Put on hold "while I was transferred to a specialist". Hung up after five minutes on hold.
• 11/12 13:35 Kim More Let phone ring and ring and ring. Somewhere near a dozen times I got the answering machine. Left message asking if there was not a way to add vision/dental/hearing package without doing the full re-sign-up. No answer from Kim. The answer came from Patricia of Kaiser Cust. Serv. 11/15@16:40 after my call to her. Patricia is sending a form to add Dental/Vision and Hearing (package). Sign that and it will be handled.
• 11/13 13:32 - Extend Health - Melanie Withers: On hold for 5 min. Talked with Melany and told her I was set up with Kaiser. She said that all I needed was to call them for set-up of reimbursement account. I confirmed that this call accomplished the setup - YES it does! AMAZING! Another lady that knows her job and does it efficiently!
• 11/15 09:45 - Kaiser Memb Serv - Patrica: Patrica had to make calls to others but will send me hard copy paperwork for the addition of "Option 1" (Vision/Dental/Hearing - $38/mo). They must have hard copy of the change request. OKFINE. She is making some other calls and will call me back some time this afternoon with more information and possibly some answers of why this has been such a problematical process. Patrica also confirmed that the number I received from their contractor was valid and that I was signed up for 2014.
• 11/15 16:40 - Kaiser Memb. Serv. - Patricia: 2014 Coverage is set up. I need to fill out the form she has mailed to activate the Dental Vision and Hearing coverage.     As of 11/24 the form has not arrived.
• 11/20 14:30 Kaiser Rock Creek After an HOUR's wait, I find out that this was NOT to do the surgery, but only to do ANOTHER exam and "take measurements". And this after I was told to be sure and read a three page "information" sheet. Said sheet starts with "Surgery usually takes less than 10 minutes." Does that sound like measurements to you?!     And this is "FIVE STAR" service?    NOT!
• 11/25 08:18 Kaiser Memb. Serv. - April: I explained my frustration at having called Kaiser a dozen times to get things handled and explained what had not, as of this morning, been handled. She apologized for the inefficiencies within Kaiser. She said that the form I needed to just add dental/vision/hearing was not available, but that she would send the long version of the form in today's mail. I asked if a note explaining that I already had "core" coverage established and that all I needed was the addition of "Option 1" (dental/vision/hearing) was all I needed, would be of help and she said it probably would make it go smoother. She also said to fill out everything as if it were a first pass, to save processing time. (OH WELL - the sound of being underwhelmed). She indicated that, depending on USPS processing time, I could receive the form this Wednesday. Update: Form arrived in mail 11/27.
• 11/27 14:30 Kaiser Surgery Scheduling - Lynetta: Will need a pre surgery physical BEFORE they will schedule the surgery. WHY WAS I NOT TOLD THAT A WEEK AGO WHEN I WAS IN FOR THE "measurements"? 303-764-5259 Call when date is scheduled. I am becoming more and more convinced that Kaiser survives in spite of itself!
• 11/27 ~14:45 E-Mail to Dr. L: Sent E-mail to Dr. L informing her of the statement from surgical scheduling (must have physical first). Asked what else I needed to do. She replied in a short time that she would handle getting it set up and asked when would be the best. I told her "as soon as a slot is open" and that I would make time for it. If even half of Kaiser was as good as Dr. L, there would not be any problems!    Dr L replied that Monday Dec. 9th @09:20 was available.
• 11/28 12:20 Kaiser Scheduling: Tried to leave a phone-mail with Lynetta, per her instructions, but after fifteen rings and no answer or phone-mail, hung up. Will try again Monday. WHY do these people not have adequate phone mail?!
• 11/28 - Afternoon Form to add "Option 1, Dental, hearing
  and Vision in the mail to Kaiser.
  Update: 1/16/14 - Still no acknowledgement of "Option 1" addition.
• 1/24/14 Mail: Finally received confirmation of "Option 1"
  This is TWO MONTHS to do what should have been handled in two weeks!

On-going Kaiser (some are ROLL EYES!)

• 1/27/14 08:03 Tried to call Kaiser about significant cough, to see about postponing/rescheduling surgery. Not open until 08:30. Called back at 08:34, on hold for five minutes and then got someone that speaks marginal English. She said that the "technician" that needs to handle my situation with cough is not available. They will call me as soon as the person can. WHY do these idiots do everything "BY THE BOOK" when they do not know which book, who wrote it, or what the subject is?!
• 1/27/14 09:20 Called Lynetta with Kaiser scheduling to see if there was any way to "trade" times with someone else. I asked about Thursday and she said the doctor was not in on Thursday, but that she could try some people early next week. She said to call her back once the technician calls me back. This lady consistently does an excellent job! I wish more in Kaiser did as well.
• 1/27/14 ~ 10:30 The person that is scheduled before me in cataract surgery does not speak English. As a result they are going to leave my time slot open. MY surgery has been rescheduled to 3/10/14. I sure hope it can be handled THIS time. It has been since last AUGUST on this and damned well should have been done by now!
• 3/10/14 - 07:45 Surgery check-in and early prep were uneventful. The department of redundancy department asking my date of birth seems excessive. Final prep for surgery needs some people that listen. I complained about fluid about to go into my ear, three times, and had to correct it myself. I was then told I should not have done that. Why the hell didn't that person take care of it BEFORE the third request? Remainder of the procedure was uneventful, as you would hope.
• 3/11/14 - 10:30 Dr. Thayi said that the DICLOFENAC (Gray cap) drops were only necessary until next Monday. Written instructions say POLYTRIM is the one that only needs seven days. WHY the difference?
• 3/14/14 11:15 Called to get clarification on which drops could PROPERLY be discontinued next Monday. POLYTRIM is the one that only needs one week of drops. WHY THE CONFLICTING INSTRUCTIONS?! . . . . Since it is "recommended" that the PREDNISOLONE be shaken before use, WHY was that not included in the written instructions?! . . . . . FIVE STAR service huh? BULLSHIT!
• 4/9/14 - 09:20 Boulder Dr. Ellis did post op eye exam and said that the eye had healed properly and that the insert was positioned as it should be. He does not like progressive lenses and I do not like tri-focals, so I end up with a pair of "computer glasses". This is the third eye exam that I have had with Kaiser, each with a different doctor. Two were in Boulder and one in LaFayette. I am pleased to say that each has left me feeling confident with the results.
• 4/9/14 - 09:45 Boulder The dispensing area whined about my frames. I had also brought a pair of frames that resemble the AO safety frames and when I mentioned AO they got all upset. Turns out the frames are . . not . . AO so there is no problem. Should be two weeks for the glasses to arrive. Definite "roll eyes".
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