"Frustrating Clinic Communication"

A few months ago I saw my diabetic doctor for a 6 month check. My A1C was up. He wanted to switch me from one medication to another. I had some left to take of my current medication and wasn't too worried. When I went to fill my new prescription, my insurance coverage didn't go through. I called the doctor's office, explained, and was told to continue the current medication. That refill went okay, but the next month it was refused. Pharmacy said that insurer needs a special authorization again. I called the doctor's office and was told they sent for the authorization. I didn't understand why both meds were denied. I ran out of refills and I've spent the past 2 weeks using samples from the doctor's office with promise that they'd sort it out but no movement happening. Today I called insurer. The new medication had been approved and they sent that info to the doctor, but the doctor's office never let me know. I can only have 1 special authorization at a time. My account is flagged because of both, so both are on hold. I called the doctor's office, left a voicemail to let them know what I found out and that I need the new medication special authorization resent urgently to sort this out. Called 2 hours later and was told that they'd let the doctor know and were waiting for a response, but the person mentioned current medication. I tried to explain what I found out and that I needed new medication, was told the message was sent. 2 hours again and nothing so I called again. I asked to speak with the office manager. I felt I was hung up on, when I tried to explain why I needed this to be urgent and I felt was treated very coldly. I hung up and was in tears, scared, confused, unheard. I know the doctor isn't in in Fridays, so today as Thursday is my last chance to get the meds sorted. Another hour and they confirmed they sent the new medication authorization to the insurer and and I needed to call the insurer back. Why should I feel this all of this is my job as the patient? Why didn't they call to confirm at any point why things weren't going through when I'd been calling them every week to get help. I asked myself why is life-saving diabetes medicine seems so low priority that I had to wait all day while I dealt with their office's lack of communication? I'm really not sure if I'll get any meds before my next dose is due in 3 days. I work as a medical administrative assistant for over a decade and I'm appalled at how they've done nothing to sort this problem out and how they treated me when I tried to advocate for myself and get it sorted. I just don't want to end up in the hospital, but I'm getting talked over, and feel like I got a very frosty "we can only wait" answers. I love my doc, but his staff need to be retrained.