Pros
Pay is ok for a call center The location is good- lots of places to eat located close by
Cons
Almost too many to list. Employees in the call center are treated like children. If you get up to go to the bathroom, you will more than likely return to find a pop up message from someone saying "you've been inactive for more than two minutes, is there something we can help you with?" Yes, I'm being serious. Getting a passing score on audits is almost impossible. When you need to follow up with a member, you're supposed to do it between calls. Yes- between calls. There is no reason for the call center to be open until 8pm. People have families and working until 8pm makes it hard to have any quality time with loved ones. Trying to field billing calls is absolutely ridiculous. Member's invoices are never in line with what they actually owe, which is upsetting for members when they call to make a payment. Many reps just transfer members off to another number or say anything to get off the phone with them rather than taking the time and trying to help them, which doubles the work because those members call back, angry, and someone else has to deal with them. Having to have about thirty different programs, websites, job aides, and vendor sites up on your monitor and then being expected to have no "dead air" when you take a call and you're trying to utilize those resources to help a member is not logical. And forget about using the "Escalation lines"- those people will do absolutely anything to NOT take the call, including talking to you like you're stupid and treating you like YOU should have done more to appease the member because they don't want to deal with the call and/or don't know how. There is not enough time alotted for entering notes when taking member calls. If you try to enter notes while on the phone, how are you supposed to be listening to the member and talking to them? But if you wait until after the call and try to enter notes that make sense and sound intelligent, you'll get pop-ups from those same pests that message you when you go to the bathroom, letting you know that you're taking too long doing something other than what they want you to be doing. Just as a general rule of thumb, the employees there never looked happy. Probably because they weren't. I know I wasn't. In hindsight, I wish I had considered all of the HORRIBLE reviews I read about this place before I went ahead and applied. They were true. I guess that's what I get for thinking an adult could work in a call center. This place is only for people who don't mind being treated like a little kid who can't do anything right and need a computer program to tell them when they can get up and go to the bathroom. No, thank you.
