You wouldn't ask the receptionist in your doctor's office to interpret your X-ray. An LVN may have a better idea, but could still be wrong. The RN probably knows more than he/she would be willing to admit, but won't do it because it is the job of the radiologist.

The radiologist might be able to record your visit to the office in the electronic record with a little training, but he/she should be interpreting X-rays.

Expecting the 800# TSR's to be able to read a crystal ball and tell you when another component will finish and what the answer will be is just asking too much. However, expecting them to interpret what HAS happened, is reasonable. Expecting the adjudicating staff, the claims reps in your office, to answer phone calls about office hours, making appointments, etc. takes them away from doing the job they are trained to do - processing claims.