pharmacist

Accredo Specialty Pharmacy

The concept of this job is pretty straightforward and the allure to WFH is undeniable.  Our team of around 30 was split into 2 groups for the initial training, which was terrible and even though it's basically 16 weeks long, we learned so little and later found out a huge piece of advantageous training information was intentionally left out.  Why? Because our instructor trained "their way" and was able to learn the job without this critical information, so we should be able to as well, creating a nearly insurmountable disadvantage to all in my group.  The initial training was so poor that once our team "went live" and worked actual accounts, that after doing so for SIX WEEKS, we all struggled so much that we had to shut down our production and retrain for an additional week.  You either get this nonsense or you don't.  And if you do, you better work fast bc they meticulously track your work, how many accounts you work and your idle time.  And you better review your stats daily, as they keep track of you tracking yourself.  Obviously, since it's WFH you are constantly monitored and I had no problem with that.  If you are one minute late clocking in first thing or from break, or clock out one minute early, you are definitely told about it, and everyone on your team sees you being called out for it. But then one of our trainers talked about how they would peace out during the day on unscheduled breaks and hit up Starbucks. Have no idea how that was possible other than this person alleging their manager didn't micromanage their team. Our manager was nice but a rule follower and rest assured no one was heading out for caffeine and pink drink excursions during work.  Our training started with 30 people and before 3 months were over almost half were gone.  They were either let go or decided the stress of the job wasn't worth it despite being able to WFH.  I was mandated to attend a virtual "town meeting" where the CEO spoke about everyone working together as a team to reach goals blah, blah, blah. Not an hour later, myself and 4 others from my team, along with a supervisor,  were laid off with zero forewarning.  TBH, I was so relieved. Almost all of the team I started the amateur training with 9 months prior were gone by this time.  I've never been brought to frustrated tears so many time as I did in this job but I kept holding out thinking a hundred other people do this job, so certainly I can too.  Yeah, NO.  After struggling for all of those 9 months, I was free of this burden.  I loved being able to work from home, but not for this company.   The pay was around $18 (it's regionally based), there were decent benefits and a 401(k).  I was given a generous severance package that including resources to find another job.  I worked in the medical field for 20 years prior to this job,  and I felt like I had an advantage from the start.  Much of the terminology was very familiar to me. But it was the worst working experience of my life. 

100% do not recommend. Recruiters will lie to you to get you to accept the job offer. Training is awful. When "training" is over, they put you into "OJT" and will immediately throw you into calls with no call shadowing so you have no idea how to handle angry, unhappy patients. High employee turn around leads to very unhappy patients because most PCA's are new and have no idea what they're doing. Since they don't properly train, you'll have to keep patients on hold while you're waiting for answers as to why they haven't gotten their life saving/ altering medication, which irritates patients even more. Be prepared to be called every name under the sun. I feel sorry for anyone having to use this pharmacy. Monthly bonuses are unattainable if you actually take the time to care about patients and research why they haven't received their medications. You are 1000% micromanaged 100% of your shift. And your shift will RARELY end on time. Expect to be on calls long after your shift ends. While you're trying to assist patients, you better be watching to see if anyone is messaging you, and watching your call time and hold times or you'll get notifications that you're taking too long. And if you take too long, or you don't respond, you'll get reprimanded. Managers come and go and with that, they'll each tell you how to do your job differently which then affects your call scores. Most managers don't/won't tell you how to even attain the monthly bonus. It's not a place to work if you actually care about people. This company cares more about making money and keeping calls short, than they do about getting patients their life saving/altering medications. If they spent as much time caring about their patients and properly training their employees as they do worrying about call times, hold times and micromanaging everyone, it MIGHT be a better company. But even so, I'd still never work for them again. Everyone in my training class felt the same and has already quit due to the stress, lies and mental exhaustion. And the hire on bonus, that comes in increments spread out over a year, and if you leave before 1 year after it's dispersed, they'll make you pay it back. The little money they are offering, is not at all worth what they put their employees and patients through.

Overall, the job was stressful and extremely depressing. You will do mostly inbound calls from patients and will be required to answer for company shortcomings. Do you care about others? Don't let it get in the way. If you do, it will only get in your way when it comes to meeting the required metrics. 
After 5-6 weeks of training, you will feel just as unsure of how to do the job as when you began and will constantly be putting people on hold in order to assist as best as you can. There was a dedicated chat when I worked there where a Real-Time Chat Coach would help you one-on-one. However, they may or may not give you the right answer. They may or may not be able to provide how you can come to the conclusion in the future that that's the right process. You may or may not be told you should have known better than to do that in the future.
On any given day you will complete 30+ calls, mostly from people who are scared, angry, and uncertain due to not being able to obtain their specialty medication (think medications to treat cancer, HIV, rheumatoid arthritis, etc) due to insurance issues and/or the company's inability to do their job.
I was never once written up and my quality score was 98% or higher consistently from the time I became eligible to have my calls monitored. I was let go without notice due to the company's equipment issues, though I documented every issue as they happened and appropriately logged my time. I made my direct supervisor aware of the issues every time. 

This is the WORST job I’ve ever had. Being on the intake team wasn’t bad. The call volume is manageable but the management and structure is awful. If you get up to use the bathroom or to take a personal call and it’s longer than 5 minutes, you’ll be messaged or tagged in the group chat to get out of personal time. Wrong information is constantly being given from supervisors and team leads, and the patient is the one that suffers at the end of the day because there’s no quality control. Training was a nightmare. You have onboarding for a week. 2 weeks of “classroom” training, and 2 weeks of “on the job training”. The on the job training was the most unorganized training I’ve ever experienced. The trainers have zero clue on how to train and try to give you so much information without giving you hands on practice. You hear a total of 2-6 actual recorded calls and can see what someone does to remedy a situation before they expect you to take calls by yourself. Every call scenario is different and you’ll get 10 different answers to 1 question which is so confusing.  Management doesn’t want you asking questions, they’ll just tell you to reference your notes. This company and group has a lot to improve on. I will never recommend it to anyone. The equipment is faulty as well and will crash/stop working. I went through 3 headsets, a mouse, and a motherboard within 5 months. Please reconsider this company unless you like faulty equipment, lack of compassion, micromanaging and unorganized management. 

Working here was a nightmare I hate the way the company handles patients and there accounts everyday I had nightmares about this job that’s how bad it gave me anxiety to work here I hated that there was so many issues here and the support wasn’t that great. I had moved up in the company quickly but moving up was worse than being in my regular position. I honestly feel so bad for the patients who are forced to use this company. I literally cried everyday working here. Although it felt like I was making a difference if i really sit back and think about it was I really making a difference if the issues that were arising shouldn’t have been there in the first place. I also hate that they use offshore accounts like I get giving people a job but honestly they shouldn’t be handling US accounts at all because half the time they’re the reason for the issues. I won’t say to much but I honestly would never work here or consider anyone else to work here. I also agree with the patients if I could give no stars I definitely would. This company really needs to change asap. I also hated that they cared more about my stats then me actually helping people. They also lie about PTO and when you try and get answers no one tells you anything

I love the people I work with and the benefits. The hourly wage definitely needs work and they don't pay the people who have been there a while well enough. In Nashville there is little to no chance for advancement unless you are willing to relocate to Memphis where there are many more opportunities. 
I am very disappointed in management over the recent snow state of emergency. The call center stayed open even during the worst days and if you didn't show you lost PTO and whatever overtime you had worked for the week. Several employees had car accidents trying to get to work. Also, the monthly bonus was impacted and cut my bonus by more than half as a result.
Other than that, they offer flex time which is great but you have to schedule in advance so if you have an emergency it will impact your pay, bonus, etc.
The medical is awesome and you get 20 days PTO a year. Benefits are great but the wage is terrible. I love working there but can't live on the wage unless I work a lot of overtime so if the wage was higher I would stay a long time. As it is I am looking for better paying employment. But I will miss the medical because it is by far the best set of benefits I have ever had.

I am very honest. I started this job and believed it will be good after the interview and being told what I will be doing. I did not know that I will take calls all day non stop and this has been going on for months. the system goes down all the time and I am forced to work mandatory overtime because of this. the job is very stressful i do not recommend and I am hoping this company gets fired and someone else comes in. I am very good with metrics and following the policy but I need family time. there are no shift bids and you will work long shifts with 2 short breaks. you dont get enough pto only 3 hours per check and you can no miss work even with a doctors note. the turn over rate is  very high. we have new classes all the time and all they care about is how fast we take calls. metrics are not bad but ACW is 50 seconds and if you are above that you will lose your job. I do not recommend this company, I do not like going to work. you have no help and no one works together. this place is a joke, training is a joke. the trainers never took calls and they give you the worst. they hire large classes because out of 26 people on 6 may stay.

A typical day at work is often described as fast-paced and repetitive, primarily consisting of back-to-back calls with patients and insurance companies in a call-center environment. Many employees find that they learn to navigate complex insurance and pharmacy benefit systems while developing thick skin for handling irate callers.
Management is frequently noted for a heavy focus on strict metrics and micromanagement, though some individual team leads are praised as supportive. The workplace culture is a mix; many value the diverse team and remote work flexibility, but others report a high stress, "toxic" atmosphere with limited advancement. 

This company is bad! Run! They only gave me three days of unpaid time off to grieve the death of my mother. They were callous and insensitive and wouldn’t let me take time when my mother was in the ICU for her cancer! They are an bad company only interested in profits. The patients would complain about how bad the company was CONSTANTLY. The work culture is terrible. They made up silly rules like requiring you to ask permission to escalate problem to escalation. Their software was buggy and broken. The team leads were slow to respond when you needed their help. Whenever you would submit a rescue request to try and make sure the patient gets their medication they would make us lie to them by saying that we would call them back in 24-48 hours! Meanwhile, the patient NEVER gets the call back and they can’t get their life-saving medication. Accredo should not allowed to be a specialty pharmacy. 

I loved working there & would still be working there if possible! The training requires that you actually pay attention because it goes fast & there's a lot to learn, but if you focus on learning, you'll be perfectly fine! It's not too much, most people just think you can slack off at a remote job & really the opposite is true!  My supervisor was excellent! She definitely made sure you were doing what you were supposed to be doing, but as long as you were, you really didn't hear much from her at all, unless you needed her! She was also VERY willing to support you if you needed additional help with anything! Basically if you showed the will to do the work, she'd do everything in her power to make sure you had the tools to be great! Also, the pay, PTO, etc. was one of the best I've had at a job! 
I would definitely recommend Accredo as a great place to work!

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