Chapter 9 - The Pharmacy Flag.
Rachel put the pharmacy call on speaker.
The pharmacist introduced herself as Dana Collins.
“I want to be clear that I am not saying the medication is unsafe for your daughter.”
Rachel looked at Dr. Mercer.
“Then what are you saying?”
“The insurance medication profile is showing an active prescription from another provider.”
Dr. Mercer frowned.
“What medication?”
Dana named it.
Rachel shook her head immediately.
“Emma has never taken that.”
Dr. Mercer exchanged a look with Tessa.
Another record problem.
Dana continued.
“The system is blocking the new prescription until the duplicate profile is resolved.”
Rachel closed her eyes.
“Of course it is.”
Emma sat on the examination table holding her drawing.
“Is the computer mad again?”
Rachel nearly laughed despite herself.
“Yes.”
Dr. Mercer moved closer to the phone.
“Dana, this is Daniel Mercer, Emma's pediatrician.”
He gave his provider information.
“The child has a known chart-matching issue under review today.”
Dana typed on her end.
“That would explain it.”
“Can you separate the profiles?”
“I can flag the mismatch, but the insurer has to release the reject.”
Rachel stared at the ceiling.
“How long?”
“Usually quickly once the provider verifies the patient.”
Usually.
Rachel had developed a dislike for words like usually, should, and probably.
She asked for a direct number to the insurance pharmacy desk.
Dana gave it to her.
Dr. Mercer offered to have his staff call.
Rachel shook her head.
“I'll call too.”
Tessa handed her a pen.
Rachel wrote the number on the back of Emma's visit summary.
Emma watched all three adults work around her.
“Am I still okay?”
The question stopped everyone.
Rachel turned first.
“Yes.”
Dr. Mercer nodded.
“You are okay.”
Emma looked at the phone.
“Then why is everyone acting like I'm a puzzle?”
Dr. Mercer smiled gently.
“You are not the puzzle.”
“The records are.”
Emma seemed satisfied with that distinction.
Rachel was not.
She called the insurance desk.
After several automated prompts, a representative answered.
Rachel explained the duplicate profile.
The representative asked for Emma's birth date.
Then address.
Then member number.
Then the prescriber's name.
Finally, she said something that made Rachel sit straighter.
“I see two dependents with the same first and last name under linked family records.”
Rachel frowned.
“That is impossible.”
The representative clarified.
“One appears to be inactive.”
Dr. Mercer mouthed a question.
Rachel put the call on speaker.
“When was the inactive profile created?”
The representative checked.
“Three years ago.”
Rachel remembered changing employers three years earlier.
Her old insurance plan had never fully merged with the new system.
“So this is not another patient?”
“No, ma'am.”
“It is my daughter's old profile?”
“That appears to be the case.”
Rachel felt a strange combination of relief and exhaustion.
The problem was not dangerous.
It was just another piece of outdated data colliding with today.
The representative removed the duplicate medication feed and told Rachel to have the pharmacy rerun the claim.
Dana was still on the other line.
She did.
“This one went through.”
Rachel exhaled.
“Thank you.”
Dana gave the pickup time.
Dr. Mercer thanked her and ended the call.
Emma held up her drawing.
“Can I draw the insurance computer too?”
Rachel smiled.
“Make it look even angrier.”
For a moment, everyone laughed.
Then Emma pointed toward the covered tray near the wall.
“Is that where the shots are?”
Rachel followed her finger.
Dr. Mercer looked at the tray.
The girl's biggest fear had survived every adult crisis in the room.
He turned back to her.
“We should answer that now.”
Emma sat perfectly still.
Rachel reached for her hand.
Dr. Mercer opened his mouth.
Before he could speak, Tessa's pager sounded again.
She read the message.
May you like
“The final culture just posted.”
The room went quiet one last time.
