Pros
It's a good group of folks (fellow employees) to work with. Most employees understand the importance of the services that they're providing to the patients. You have to remember that the majority of the patients are going though a "life changing" experience that's new to them and they're not very familiar with. The whole process can be very frustrating for a "new" patient. However, there is reward and satisfaction in putting a smile on someone's face over the phones. It goes a long way...
Cons
They could use more automation when it comes to their internal processes and systems. Their current processes and procedures are sometimes frustrating because you're having to "manually" research the majority of the accounts. Too much time is spent looking things up manually. "Let me put you on hold while I look that up"...