CarelonRx +4

In trying to track an Rx researched over the phone with Anthem’s pharmacy hotline and then submitted via IngenioRx fax number hit a snag with this app.

Following some underspecified/misconstrued advice from the Anthem phone rep I downloaded this IngenioRx app (even while already having Sidney app) and entered my health plan info to set up an account and thus be prepared to track this Rx delivery. My plan number was ‘not found’ in the system and I was directed to call the helpline on the back of my card. Didn’t see a specific IngenioRx number only the Anthem pharmacy number so googled IngenioRx customer service. Spoke to a rep on the other end there who informed me in response to my questions that there was no IngenioRx app in existence! Insists that I should use Anthem’s Sydney app.

At this point I’m starting to freak out thinking I’ve been using a fraudulent app and entering my info into some weird phishing abyss! I tell her that I have downloaded the app and if she can’t tell me about the conflicting observation that I have an IngenioRx app on my phone when she says there is no such thing then I want to speak to someone else. She puts me on hold.

After a couple minutes she comes back and tells me the app is specialized for a specific type of plan that is not mine. Mystery solved. But I would like to say - I don’t know why this confusion was necessary. I think it’s helpful to point out that the confusion arose because I was given an IngenioRx fax number to use for the prescribing doctor’s office to refer to; this is rather than an Anthem or Sydney fax number. So, I think there’s a co-branding integration issue - Anthem, Sidney, IngenioRx. TBH It’s kind of a lot to keep up with for little old me. Especially when using necessary verbal communications to navigate complex pharmacy benefits and the ins and outs of access.

Please add some UX copy to the app itself and to your App Store entry that guides *unintended* plan holders to stick to the Sidney app. Would have saved enough time to make that worth your team’s while. I feel like I know because I have worked on a few healthcare apps—I realize there are rounds of customer experience approvals etc. But I imagine this could be a relatively simple solve to actuate if you want to help patients down the line.

Funnel people away and towards this app more thoughtfully. The Apple App Store entry has no useful clues that I could find. So I had to go the high touch route and that was even confusing to the rep I spoke to because so far she’s been dealing with the plans that don’t use the IngenioRx app.

I also don’t think it hurts to point out that this design gaffe makes me feel some kind of customer class privilege mechanism is at play and that’s awkward - as if the Athem gold plan plus people have their own better, dedicated Rx app.

Both situations with the first Anthem rep and the IngenioRx rep also suggest both IngenioRx and Anthem should rethink training for reps to reduce confusion because I want to be clear in that I don’t think it was either of their faults.

Thank you for processing my feedback and I really hope it helps.

They’ve added messages to redirect Anthem members to the Sydney app or Anthem website to help clear up the earlier issues with just getting a generic message. Provides basic functions to manage prescriptions and under the IngenioRx system.

I have never been able to sign into this app. Every time I try to register, it gives an error message “ Looks like something isn’t working. Give us some time to fix it. Then try again “
I will try deleting and reinstalling.

* that did not work. It’s just a poorly written app with issues.