For me, at the start of each week I was assigned the type of work I would need to handle for the week (Demographics denials, authorizations, appeals, etc.).
Every day, you're expected to complete a number of denials based on both the complexity of the denial, and, what your daily schedule looks like. They expect you to write down and share EVERYTHING you were doing on a given day and for how long (work, meetings, breaks, etc.). In my department, on average, we're expected to resolve about 7ish insurance denials an hour which leaves you about 8 minutes a claim to open the claim, figure out what's wrong, gather all necessary info and correct it. No one on the team between inexperienced & experienced employees think this is a reasonable amount of time. If you're on a phone call with an insurance company and it takes you 15+ minutes to resolve you will be penalized on your 'Productivity Reviews' for not doing enough. And that's just the productivity review. There's also the QA review to discuss
THE NEXT POINT APPLIES TO ALL PHILIPS EMPLOYEES on our team. Not just insurance specialists.
The company will review the quality of your work but there are frustrations with that process as well. Generally, my team is expected to follow a guide (SOP) for the completion of any task. However, I have had cases where I was reviewed and marked poorly for following the guide TO THE LETTER. And there are other cases where I use my better judgement because I was previously dinged on the performance reviews, but, I am then marked poorly for not following the guidelines. There is little consistency with expectations, and, the guide doesnt even actually provide clear instructions sometimes. In insurance, there are too many edge cases to consider, being reprimanded because it's literally impossible to follow the guide is unfair. And I've overheard conversations from the customer service department, I cant even imagine how frustrating their QA reviews are.
The work culture is non existent. Everyone is nice enough, but it is the embodiment of a soulless corporation, you come to work, have soulless conversations, and in my case, if you need help you dont even talk to anyone in the Chicago office. I'm expected to call people in the Pennsylvania office. What is even the point of making us come into the office? It's nice that the is role hybrid. But it should be fully remote.
And I've had instances where the person meant to teach me literally ignored my Teams messages or dismissed my concerns. She is incredibly unhelpful and doesn't listen to me. Maybe other people are more lucky in regards to managers though.
I tried to convince myself the benefits were worth all these headaches but they're not. Don't work here, I'm looking for another job.
