Example: I am a technician in a doctors office and I call in Rx medications frequently. Recently, after calling in some prescriptions for a patient, I got a fax from the pharmacy stating that the drops would need prior authorization from their insurance. Since I had never been asked to do this before, I simply stated that we could call in substitutions, which are basically generics. The pharmacist asked if they would be covered by insurance and I stated that I would not know that. He became very upset & rudely implied that I was not interested in customer care and that he would do it himself.