Pros
Decent benefits Good pay for what the work is A lot of great people Learn a lot about fertility Most of the supervisors are good
Cons
Upper leadership is destroying this company. It’s disorganized and poor communication, as well as premature communication of changes before they’re finalized, leads to excessive and unnecessary confusion with every little change. Extremely poor prioritization. They tend to give special treatment to certain members and employees as well. Constant micromanagement; you will be treated like a child and constantly monitored. It makes focusing harder than it needs to be because you’re always worried about getting pinged and nagged when you’re just trying to finish your work. They hammer accuracy and good documentation but half the time your resources are inaccurate or out of date, or you’re told two different things depending on who you ask, and you aren’t allowed time to be thorough. PCAs have been understaffed for well over a year now and all of our concerns in this time have fallen on deaf ears. You do not have assigned time in which to take care of cases, you are on phones all day and because it’s so understaffed, the calls are back to back to back, every day. Your allotted email time is a pitiful 30 minutes a day, and it gets taken away a lot of the time anyway due to “high service volumes”. With no designated time and being on back to back calls all day, it is impossible to take care of these other duties. Emails are sitting for over a week, and there are cases that haven’t been touched in 6 months or more. This leads to member frustration, which of course they take out on the PCAs. You’ll get escalated calls all the time because we aren’t doing our jobs because we don’t have the time. You’re very likely to get ignored by the supervisors if you need them for an escalated call as well and are threatened with being written up if you don’t “properly deescalate”, adding stress to an already stressful situation. They do this to reduce “call avoidance” but all it’s done is tank morale, which I didn’t think could get any lower. There is no morale left in this team. If you work the late shift they want you to stay past your shift if there are still calls queued but you’re also told that overtime isn’t mandatory. You now have to request overtime as well and justify why you need it, and it has to be approved in advance. There’s very little room for growth or movement for PCAs. Most moves are lateral and it’s just a new title with more responsibility and no more pay. The benefits are getting worse. They were excellent but are going downhill just from one year to the next. PTO accrual is still good but they’re implementing things to make it hard to use like putting PTO “blackouts” on certain days for just PCAs.
