PBM Watch, June Hughes: Time to talk to a 'real' person

June Hughes to John Curry, February 3, 2008
Subject: Re: Part II to...... A smooth transition to a better PBM? One STRS retiree's chronological tale!

I suggest that we start talking to a 'real' person asking and keeping a record of WHO answers the phone for our orders. Ask them to repeat their name(s) and to spell it. Then we can put a name of a real person, not a canned recording. Someone will have to be retrained or replaced if he/she doesn't do her job. If they don't know who's not doing the job nothing can improve.

June