"That's Not My Job" - Anymore
Pros
Kaiser Permanente is a huge and growing company with a heart to match. Their reputation is impeccable within the Healthcare Industry, and when they do something, they usually do it right. Kaiser Permanente offers great benefits, first class facilities with state of the art equipment and working conditions do not get much better anywhere. Diversity is a given and all are made to feel welcome.
Cons
There exist a pervasive attitude of "That's Not My Job," which paralyzes team effort and any cooperation among employees or departments. Answering machines are the norm and talking to an actual live person a rarity. Every department has built self-imposed walls around itself to isolate themselves from the Customers / Members both internal and external. Frankly, it makes the company look lazy. All Member contact is routed through centralized call centers where the Member Service Representatives are expected to be the Oracle of Delphi knowing literally every detail about Kaiser Permanente from A to Z. This in an entire industry that is shrouded in double talk and confusing industry specific terminology, and Kaiser Permanente is not the exception. It is nearly impossible to get a straight answer out of anyone regarding anything, especially if you happen to be the customer wanting to know the cost of the care you will be receiving. Only in the Healthcare Industry are customers expected to spend tremendous sums of money so blindly and seemingly willingly without knowing the price tag beforehand, and Kaiser Permanente has no problem perpetuating the mystery of the final bill.