Pros
Plenty of room to grown and great pay!
Cons
The Management is not the best. That includes management and all supervisors. They play favorites with employees. They do not go by a team members actual job performance. If you are an employee that has shown a lot of improvement like myself at the time, they do not acknowledge it. However if there are things like your time on the phone not being met or going over the whopping 11 minutes that they give you, they have plenty to say then. This particular job is based on being the middle man for any DME (durable medical equipment), medication or even traditional home health care for patients in need. This job has a total of 4 weeks training and 4-8 weeks of "nesting". To better explain nesting, it is a time period where they have SME's (subject matter experts) helping you out during your calls in case you are not sure how to direct the caller or how to process these requests to make sure these patients are getting the items they are needing ordered by a physician. So this is a job you may want to take pretty serious. These are peoples lives. Some of these things these patients need, most of the time are of dire need. Need I remind you there is ONLY 4 weeks of training. To be frank they do not require any background experience in the health care system at all. This position is not an average Joe customer service rep position. These are peoples lives. Not to mention the trainer they have for phone intake is a trainer that has ZERO experience in phone intake. She has never actually taken a request for a patient herself. "Care" Centrix has just trained her to train the new set of associates that come in. She is a very kind lady and very smart, however if you have never done the actual position that you are training people for than there will be holes and missing parts when these particular associates are finally on the floor taking calls. The issue that I have with this is not with the trainer, its with letting management know, or even at the end of training they make you take surveys, and nothing is ever addressed. So every single training class that gets trained will continue to work the same till management themselves breaks the cycle and properly train the trainer and make the trainer actually take calls herself. As for the position itself, it can be a very rewarding feeling helping these patients get the items they need. However, you as a rep have zero control over when the item will actually be delivered to their home or when they can pick it up. That is all determined by the actual provider that is providing the items. So lets say you are diabetic, and you need your resupply of insulin and/or test strips, and you are supposed to receive your equipment 5 days ago. You may become concerned as a patient like hello where is my insulin. Well of course like any other person you would call us to find out ETA of your supply. However, we have no answers. No turn around times. Nothing. But this company wants you to still somehow answer what the patient is asking. They will literally have you deal with this for several minutes, or have you transfer to their CAT (Customer Advocacy Team) which the patient is thinking this is one of the supervisors ... but they are not. This is just an escalation team. Lets say you are just a normal rep really trying to help this patient out. You called out to their provider, maybe even their Dr's office. You finally get some answers, you give those answers to the patient. Call is finished. BOOM your done. But not necessarily, because lets say its now 10 days and this patient calls back, now they are really upset. They finally get a supervisor on the phone. Now its all the reps fault. They do everything to point the finger at the rep, when realistically this a product of poor management. Which eventually makes their employee turn over rate extremely high.
