I developed a system of tracking claims on a spreadsheet, noting the pending or denied claims, pulling those EOB statements, and camping out on the phone.

When the CSR would answer, they’d inevitably ask the standard polite, “How are you today?” I used that as an opportunity to actually answer the question, what I was going through as a cancer patient, with a good attitude and a fighting spirit, to elicit their sympathy. I wouldn’t let them cop a bureaucratic attitude with me.

I kept careful notes on each EOB statement on what the problem was and what needed to be done to fix it, and when I should expect results and check the situation online/call back. I marked my Yahoo calendar and set the reminders so I wouldn’t forget.

It was really frustrating at first, but they finally figured out that they had the contract loaded wrong (my employer switched to them the day before I started this whole bout of cancer). Then things got a lot easier, and there’s some denials but it’s usually laziness about connecting the physician referral to the submitted claim. It’s a lot easier to break the logjam.

I assumed good will, but could play hardball if I had to. I mastered “stacking the deck”–I’d call from the hospital while receiving treatment. The nurses knew I was doing this and why. I’d have the CSR on the line at the time the nurse would shove the needle into my Mediport and I’d let out a yelp of pain. Which I didn’t normally do but that’s what’s needed on a phone call. Then I’d explain, Oh sorry, that was the nurse shoving the needle into the Mediport in my chest to start the IV of chemo drugs. LOL!!!!

I’d tell them things like it was mean to kick a cancer patient when she’s down. I didn’t have any family nearby to monitor my bills and insurance statements and had to do it all myself…while chemobrained and ill. I’d lay it on thick.

My docs love me because I have a good attitude about treatment and always would come in with a joke, and I treated the nurses and receptionists well, too. Honestly, I think they’d do anything for me.

Seriously: I personally would hire someone like you to run interference with me in predicaments like this. I just hate that kind of thing and don’t do well at it.

I really loved the part in your post that states we should expect a yes. For so long now I have realized that you get what you expect…and it’s true. Love your site,I’ll be back…