My review is on the Patient Service Rep position where I lasted just 2 months in training. My background was in medical claims with little customer service on the phone. During the training over 6 - 8 weeks, some methods may not have been best preparation, too much role playing and joking around (role playing also used for testing which determined whether you were retained); points deducted in monitored calls for misquoting coverage from complex health beneifts or for not showing enough empathy but getting down to business of call. In comparison to other customer service positions, the expected tone would almost be called coddling because of nature of the call (health insurance and medical issues). Would have helped to use buddy system early on with seasoned reps where we take the calls and are then coached in providing expected responses plus navigating multiple computer screens to reach resolution in a timely manner. People who succeed in this role may have previous experience in collections, strangely not from medical field. Heard some employees promoted quickly for the rapid growith of company. Employees who do well are former restaurant workers who can follow orders without question. Didn't appreciate having instructions barked by trainer who wanted things done slam dunk to shorten call time. Often information gathering is dependent on other third parties, unattainable to complete in goal of 7 minutes. Those calls requiring outbound would add time to the length of your call. You may have provided great service and resolution but your total went over the expected time duration, and that is what is emphasized (someone else can do it faster for less money), not your effort in problem solving.
