Pros
The training of insurance terminology, structures and procedures is invaluable and will serve me the rest of my life. Having access to a hybrid schedule was the only pro of working at this company. Can be an easy job if you're able to disassociate during hard calls and placate corporate political nonsense. If expected stats are maintained, there are plenty of internal roles to aspire to.
Cons
New leadership has made a sudden shift to prioritize nothing but call statistics, likely to please eventual shareholders. If you aren't able to meet their 12-15 min call handle time, 3 minute wrap time (time in between calls), AND call audit quality score, this WILL impact your annual raise and permission to apply to other internal roles. I was excellent in 2/3, struggling with my wrap time. This meant I only got a $0.11 annual raise, I received no assistance from HR for my reasonable accommodations request, and nothing but bullying from my management when reaching out to try to work with them. I have ADHD and autism and was struggling with my wrap time due to needing extra time to take quality call notes fast enough, as well as emotional regulation after really hard calls where I had to speak with members in really serious situations without an ability to help while they understandably perceived me as the insurance carrier denying their request and yelled at me accordingly; These situations included a member discussing her foster child's abuse when unable to find a provider in network, being unable to resolve hundreds of thousands of medical bills for life saving procedures. HR's "accommodation" was an additional 10 minute break in the morning and 10 minutes in the afternoon, but it had to come from PTO and once exhausted that time would be unpaid. They were unwilling to budge beyond that. The CEO has a motto of "not hiring a** hole*" in reference to their successful culture but until they are able to prove otherwise, my experiences have led me to believe the "a** hole*" they were referring to are just people trying to speak up for themselves. When discussing my frustrations with my assistant pod manager, she said "look at the bright side, you're not in jail or have a substance abuse disorder like other people with ADHD." I was also told by my APM that "accommodations didn't exist when she was in the workforce in the 90s" and that I should look into other careers like becoming a therapist due to my unique way of seeing things (something I do take as a compliment however it's worth pointing out that the PSR role is an entry level job that only required a GED and they were suggesting a line of work would require at least a masters and a whole lot of additional training- make it make sense). They also told me that I was "warrioring too hard" in reference to my quality investigation into legal precedents or situations requiring more time to help members with legitimate issues among other outrageous things- fixating on these things is associated with ADHD but also yielded significant results for my members and allowed me to sleep at night. I have to emphasize that our company mascot is literally "healthcare warriors" and we are told from day one that working with members to resolve their issues with timely follow ups is our top priority. There are also 10ft tall sculptures that spell out "I Care" and other wall decals in the shape of a shield that say "I am your healthcare warrior. I will take you by the hand. I will walk with you through every step of the journey, no matter where it leads. I will protect and fight for you. I will be your friend. You are not alone. I am your healthcare warrior." When I left early one day because of poor treatment from this APM, my debrief with the Pod Manager included that “ Although [I] was justified in how [I] felt, [my] inability to have a difficult conversation put [my] professional maturity into question [within the context of their sign off to apply to other positions]” This interaction also felt incredibly discriminatory as I had just discussed with both the APM and PM during my annual eval a week prior that it takes me a little extra time to access my parasympathetic nervous system due to ADHD and autism. I am 100% certain that leaving when I did was in the interest of all parties involved and I didn't want to embarrass myself with a public emotional breakdown. Mind you, as all of this was happening, at the same time I was also having HR talent acquisition coordinators reach out to me to schedule interviews because they found me to be an attractive candidate during the last interview cycle.
