At UHC, I fee like I am a number. The only thing this company care about is NUMBERS/Stats. As a PPR my job is to answer calls, and assist providers with benefit and claim questions. I have to do this in 350 seconds. That would be great if the the provider had a limit to the number of members that can ask for assistance with. The truth of the matter is, I don't mind helping with multiple members, it is the 350 seconds most PPR complain about. This happens most often when get billing offices that have been out Outsourced to India. There is a tremendous language barrier, that we often complain about. The information that the are requesting can often be accessed via the internet, but they have not access. Now your 5min call has turned in to 30min and you grow disgruntled because you know your average handle time has went to hell.
Every year UHC ask employees to take a vital sign survey, The survey was supposed to be anonymous, but we were recently informed by a our Business manager that he survey questions that we answer are a direct reflection of our supervisor and our answers affect her review. The word Supervisor is not even mentioned on the survey. All the questions asked are in reference to the company. In a nutshell we are now being coached on how to answer the question. UHC is not going to CHANGE. The first quarter 2011,UHC revenues exceeded $25 billion... What is there to change? They can't see there employees over money staked that high. Premium revenues grew 9% year-over-year, and our employee premium double from the previous year.
More to come...... Trust me....