claims examiner

customer service representative

client services

specialist

registered nurse case manager

ALLEGIANCE BENEFIT PLAN MANAGEMENT

When I first started at Allegiance Benefit Plan Management (ABPM) I was excited about the potential. They are a fast growing company and always try to promote from within which leaves opportunity for advancement. I was hired as a part of the customer service team for the Flexible Spending Department; a benefit which I had no knowledge of or experience in at the time I was hired. 
Training lasted maybe 6 weeks total - the first two weeks was spent in one of the conference rooms with one of the senior customer service representatives (CSR) and the person who was hired at the same time as myself. We learned all of the essential information before spending two weeks listening to our new teammates take calls and then another two-ish weeks having our calls listened to by our teammates. These were people who had only been with ABPM 4-6 months longer than us, and our supervisor didn’t really partake in our training. Thankfully the position is a lot of repetitive work and most of the daily duties can be learned very quickly. 

The level of micromanaging done by the immediate supervisor and the operations manager is ridiculous given their lack of participation when you first start, they often aren’t open to alternate ways of completing tasks and projects, even if the way suggested could be more effective and efficient. 
You are expected to take on quite a few additional tasks in additional to your daily duties, but are rarely given time off the phone to complete the extra projects and then get reprimanded when the extra things aren’t completed as quickly as management expected. 

The entire CSR team is truly overworked and seriously under appreciated by management. Outside of each other, the claims team, and the fabulous marketing team – the efforts of the CSRs often go unnoticed.

Firstly, they do foster a good team environment, most co-worker/managers  are willing to jump in and help, and while it’s a remote environment, you generally never feel isolated from the company. As a health CSR, the work is much harder than your average call center setting. Many issues are complex and pertinent information can be difficult to find/understand. The metrics are difficult to meet and the  KPI goals have not kept up with the recent changes in the company which have set up the CSRs to lose advancement opportunity and salary increases. If you do manage to advance, the salary increase does not match the increased responsibility and stress that comes with it.  They do give a fair amount of bonuses (Christmas bonus, retention bonus etc)  as well as profit sharing into your 401k, unfortunately this is not enough to supplement the overall low pay that is not currently a living wage for most geographical areas they hire in. There was a cost of living adjustment given in 2022, but inflation has far surpassed the additional compensation given at that time. There is also some amount of favoritism depending on who your direct manager is, and the personality hires will have more opportunities than someone who speaks up to the inadequacies of the company’s operations. It’s a good stepping stone to the healthcare field but not a long term career choice by any means. 

I worked here as a CSR for about 6 months and it was horrible. They suck you in with benefits and a well-established training program but then once you are released from training every ounce of support is thrown out the window. The benefits are horrendous and the pay was laughable and not even close to being a livable wage. They exploit you for stressful and exhausting work centered around answering calls from members and doctors/nurses. They offer little to no support and expect you to know everything on your own. They throw hundreds of new rules and scripts in your face but make them nearly impossible to access. It’s a highly stressful job for how little they actually pay you here. Also make sure you never get sick because they will fire you if you use up too many sick days which feels ironic considering this is a HEALTH insurance company. Their HR department is a joke and penalizes anybody at every chance they can get since they’re constantly monitoring you. I would not recommend this job to anybody. There’s a reason this company has a high turnover rate along with a low satisfaction rating. Allegiance is just another problematic health insurance company who is focused on profit over their members. 

Allegiance is a great company. They have amazing management and staff. There is a huge learning curve as you are dealing with health insurance and there are many things you have to learn. On a typical day I speak with around 70 members . I take phone calls and meet with members that come into the office. It is a challenging job because you are dealing with people who are generally are in a hard situation during the time with either health or money or both. It is important to try your best to help each customer to the best of your ability and provide excellent customer service. Allegiance provides a great work , with great co-workers that really pull together as a team. There is a ton of room for advancement within the company and they also provide great benefits and competitive pay. The hardest part of the job is dealing with upset members when there is nothing you can do to help them. The best part of the day is when you get a member who is extremely grateful and thanks you for your service.

IT issues almost every day which affect your metrics. They do not often make exceptions even though is their IT issues causing disruptions. These are blue collar workers trying to run a company with big corporation dreams. Operations are unorganized and chaotic. Training is sloppy and given by people who aren't even sure they have been trained properly. The pay does NOT fairly compensate you for the ridiculous amount of responsibilities they put on you, while making you struggle through outdated software and broken websites. The abusive caller ratio is about 70% of your calls and some of the employees are worse than the callers with no repercussions. They much prefer higher call volume over quality/accuracy, and have no problem making that clear. Micromanaging to the next level.

This company has a ton of great benefits, 401k match, 100% paid for health/dental/vision insurance for each employee, an HRA, life insurance, long/short term disability,  paid vacations and more! There is a great work and home life balance. Everyone that I have interacted with has been supportive, patient and willing to support you to succeed as long as you are willing to learn. You could message anyone with a complicated question, they will go out of their way to help you find the answers. There is room to grow with the company and consistent performance raises.

There are some limitations on call times. Calls have to be under 5 mins, you have 45 seconds between each call to note on the account, and you have to be in the call queue a certain percentage of the time you are at work. These are achievable if you find your own flow and reach out for better resources.

Definitely plan on staying with this company as long as possible!

What is the best part of working at the company?
Reasonable pay.

What is the most stressful part about working at the company?
High call volume/high demand (for CSR’s) with minimal training and limited support. 

What is the work environment and culture like at the company?
Everyone is busy, everyone is stressed, everyone tries their best but rarely has a good day.

What is a typical day like for you at the company?
Working remotely is difficult in itself as you miss social interaction. Here you are expected to rush through claims/calls and be insensitive to keep your numbers up. From the moment you clock in you’re expected to be on the phone answering calls. If you take time out to look into issues or seek help you’re docked. If you care about other’s, listen to their problems, and try to help you will not do well here. You are not treated as a person. I’ve never felt as alone, heartsick, and depressed from a job as this one.

Typical hours are 8-5, with an hour lunch. You're working fast paced to take 50+ calls each day, which those calls are also audited for quality assurance. There isn't any kind of limitations to how the members treat the reps, you just have to deal with them talking to you the way they do. The company has slowly been getting worse with the micromanaging. Your health benefits are paid for but you have a very high deductible which is hard for those with serious health issues. I can say that your ability to move up in the company is good, the pay is great for the City of Missoula, but it is incredibly stressful at times. The employees of the company are hands down the absolute best part

First of all, their hiring process is very straightforward and transparent, that was a welcome change having gone through many companies in my job search that were very secretive and misleading.

Secondly, they have an incredibly thorough training process for new employees where they walk you through exactly what to do and are with you every step of the way, moving you along when you are ready but making sure you have the tools.

Third, it's a company that is huge on making sure you have work life balance, very reasonable expectations with breaks, vacation, etc.

Finally it's truly a team atmosphere. Even though any given employee team has people working all over the country, everyone still works together and it's a team atmosphere.


What is the best part of working at the company?
Great pay with benefits. They were always wonderful to me when I lost family members and needed time. They are like a family. Great bonus options.
My only complaint was that the new hires were coming in making almost as much as I was making after 13 years! 

What is the most stressful part about working at the company?
End of the year with all the new changes to plans. 

What is the work environment and culture like at the company?
When I worked in office it was GREAT! 
I was a work at home for about 10 years

What is a typical day like for you at the company?
Busy phone pace dealing with mbers and medical facilitirs

Top Job Titles	Average Salary
Claims examiner 3 salaries reported	$17.33 per hour
Customer service representative 4 salaries reported	$17.63 per hour
Client services 2 salaries reported	$34.00 per hour
Specialist 3 salaries reported	$17.45 per hour
Registered nurse case manager 1 salary reported	$74,000 per year

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