Pros
-Remote work, which allowed for flexibility during the day. -Some team leads and coworkers were supportive and truly tried to help each other survive the workload. [and i found new friends :) -Exposure to a wide range of healthcare systems, prior auth processes, and payer types — great if you want to build your resume in healthcare administration.
Cons
Extremely unrealistic expectations. QA score had to be 94%+ at all times — meaning even 92% was considered failing. [even if your other metrics were absolutely CRUSHING it.] -No room for error or growth. Only one “grow plan” allowed — no second chances even with continued improvement. -Ever-expanding responsibilities. Hired to take calls, then expected to take on multiple complex workflows with no extra time or support. [expectation was to have at a minimum 3 "offline" functions, then to take calls whenever at the drop of a hat. -Every second is tracked. Break time, away-from-desk time, and lunch overages are all monitored down to the minute — going over by 5 minutes in a week gets flagged. -30+ point audit system used for call grading, including exact scripting and order of phrases — even minor human moments can tank your score. -High turnover. Burnout is common, and support is minimal once you're on the floor. [and I should mention - they change things all the time, but communication is lacking so nobody really knows what changed] -Management says they care about feedback and growth, but in practice, it’s metric-or-nothing. Would not recommend unless you enjoy being graded on how many times you say 'thank you.'