The selling points during interviews and training are just that selling points as they don’t last. They have us tell New hires how amazing the company is and say: It’s so amazing we are still waiting for the other shoe to drop when oh boy but it dropped very quickly. You are rated by a QCM system on your calls, 27 categories to be exact and out of those only 2 are based on giving accurate information and following HIPAA, the others are based on how much did you kiss up to the members and whether or not you build rapport or empathy by asking how’s the weather… In order to be in good standing you have to keep your head down and say yes to everything the minute you question something or say no your manager would move on to the next person as their favorite. Managers ask guides to take difficult calls for them including complaints to Medicare with little to no training in such.
There is no room for opportunities as they are so short staffed they stop you from moving to other departments and change policies and keep it quiet.
Mental health within the team is very critical as everyone is exhausted and PTO approval is short due to staffing, next PTO availability is Nov and Dec and it still gets denied…
There is no real HR to speak with as it is the same people that recruit you and help with swag and benefits so they do not listen to concerns. And they know people are suffering but instead they give us free Calm subscriptions and 12 visits for mental health which how can u use it if you can’t take off…
People were recently promoted to Senior Guides and 2 of such quit as of last week when they realized promotion does not equal improvement.
They offer bonuses to bring people in and people use them to collect and then leave..
The amount of work they expect from us are unattainable with no time to complete. And don’t get me started on the other metrics they use to grade you… If you miss a call you’re in trouble, if you don’t answer a call in 30secs or less… etc
In the end the pay and benefits are not worth the stress this job causes on your health and well-being.
