customer service representative

call center representative

eligibility specialist

bilingual customer service associate

contact center engineer

Automated Health Systems

1.  The position description was misrepresented at interview.
      I was given the impression that this was a Social Services       directed job.  When I get there, it's more sales with quotas and cold calling.

2. Inadequate Training
     No one in the training department really knew what is done in the Field, and can therefore not tell trainees anything about what skills they need on the job.  When management is asked for additional training, it's brushed under the rug...until it becomes a problem for them.

3.  Incompetent Management
     Immediate management is blatantly incapable of leadership.  Simple decision making skills were not even detectable.

4. Ineffective Communication
    Management uses the "impeccable" telephone system we remember from the elementary school playground to relay communications.  The manager tells the supervisor, who tells the staff.  Since the supervisor is incapable of effective communication, faith in the message is skewed at best.  I'm sorry, but effective corporate communication consists of much more than a monthly teleconference.  Management speaks of an open door policy, but makes one feel a complete bother when one does reach out to them.

5.  Bullying
     One management team member strong arms staff into doing things by constantly hanging your job over people's head and using strong, profane, downright offensive language.  The other screams and yells to get things done.

6.  Mass Confusion
     Don't misunderstand the work from home aspect.  Everyone is clear on what is to be accomplished, but there are never any plans on how to accomplish anything.  So devising a plan for yourself is difficult.

7.  Travel is actually worse than initially disclosed.  
     In the interview, it was said that travel would be no further than three hours away with 30 days notice.  It's actually more like anywhere in the state, with two weeks notice.  Then shortly before the scheduled departure date, everything changes.  Either the trip is cancelled altogether or a totally different destination is given.

8.  Absolutely no chance of upward mobility
     There are no places to move up to in this company.  And it seems that corporate favoritism is greatly involved in one's ability to transfer.

9.  Ill prepared in the field.
     There are  never any of the charts and documents needed to educate anyone effectively.  Things change in different areas, and we never have anything to rely on to teach properly.

10.  Work/Life Balance not a part of the job.
     You would be expected to be on call, constantly connected to the job. But of one does stay connected by keeping the phone on, one should expect after hours calls, and dings from emails coming in at late hours. Expenses and family situations mean nothing when you are sent of to wherever they want to send you. If you are looking for stable placement with effective management who has plans in place, this is not the place for you.

 I had a generally positive experience working at Automated Health Systems. One of the biggest advantages was the convenience of remote work, which greatly supported work-life balance. I also truly appreciated the respectful and professional culture among staff and colleagues. The support from supervisors and the overall team spirit made it a pleasant place to work.

However, I would like to share a concern regarding the rehire process. Due to an unavoidable personal situation, I had to travel to India and was required to resign, as my time off exceeded the company's two-week limit. Prior to my departure, I informed my manager and was assured that my application would be considered upon my return, especially given my two years of consistent attendance and high performance.

Unfortunately, despite multiple follow-up emails and applications—even receiving interest from HR twice—I received no response from my manager. I believe this may be linked to a past issue where I raised a payroll discrepancy by contacting the CEO, not realizing that there was a separate manager in place, as communication was minimal at the time. This may have been perceived negatively, though it was not intended to bypass any chain of command.

While I’m very grateful for the skills and experience I gained, and I continue to value the positive environment created by my colleagues and supervisors, my rehire experience was disappointing and left me feeling unheard.

I hope the organization will consider making the rehire process more transparent and responsive, especially for former employees who have shown dedication and loyalty.



What is the best part of working at the company?
It's meaningful work being you get to help people who are going through tough times get the assistance they need.  I also loved the team with which I worked.  The benefits package and the pay was really nice!

What is the most stressful part about working at the company?
Trying to stay within call times was super stressful for me.  Personally, I had a lot of trouble doing so and was let go because of that.  Yet, there were others who were able to do so.

What is the work environment and culture like at the company?
The work environment and culture was very supportive.

What is a typical day like for you at the company?
I did remote work.  A typical day would be:  Logging into the systems; checking the latest emails and communications; clocking in; answering calls according to scripting; requesting the reason for the call; authenticating caller; looking at various systems/docs/notes to assess the circumstances happening for the caller; developing some sort of solution for the customer; closing the call with scripting.  What I found is the calls vary, yet what I mentioned is basically what you do for each call.  You also have people in the chat that are there if you're not sure what to do.  Of course, you're expected to learn as you go and be able to do as much as you can yourself.  The calls can at times get complicated where it takes more time to research where they are so you could properly assess what needs to be done for them.  Also, although many people can be friendly, you'll be working mainly with people going through tough circumstances that may have already felt they were going through a bunch of stuff already.  Also, understandably there are time protocols to help as many people as possible.  For me, it was difficult at times.  Yet, there are people there that are able to stay within time protocols and such.  Honestly, I felt bad that I couldn't make those time protocols, but it was great to brighten up people's days who really needed to know that someone cares.

When I started working at this call center, I was genuinely excited and hopeful about growing with the company. The most enjoyable part of the job was helping members of the community who truly needed assistance. Solving problems and making a difference in someone’s day was the most fulfilling aspect.

Unfortunately, that purpose was often overshadowed by disorganization and a toxic culture. The hardest part of the job was not being properly trained or prepared for what to expect. The two-week training is insignificant for anyone expected to succeed in this role—it barely covers the basics. After training, you're thrown into the job with little to no real-time support or guidance.

On top of that, the systems used daily are constantly down or glitching. These technical issues cause delays, increase customer frustration, and add unnecessary stress to employees who genuinely want to help. It makes the job harder than it needs to be, and the environment even more draining.

To make matters worse, you're expected to perform at a high level while being compensated far below your worth. Supervisors are overworked and underpaid, and agents are treated like numbers rather than people. There's no real investment in employee growth or development—just a constant push for metrics, regardless of the conditions.

While the Monday–Friday schedule and holidays off are nice, they don't make up for the lack of support, professionalism, and integrity. If you value your time, talent, and peace of mind, look for a company that truly respects and invests in its people.

What is the best part of working at the company?
Vacation time, PTO, paid holiday’s 

What is the most stressful part about working at the company?
Not receiving the appropriate training the position requires . You  receive about a minimum of 5-10 training memos per month where you have to read and train yourself or you may get misinformation from the trainer/leadership themselves. Now you’re getting dinged by quality instead of a coaching, and no one is going to bat for you, considering you were provided misinformation in the first place or did not have a clear understanding of how to perform the task at hand. There is no way to communicate with HR or Benefits Dept. A lot of information you have to research yourself because receiving support from upper management is slim to none at all. All correspondence has to be via email or leave a message in hopes that someone will return your call. You are unable to call to speak with anyone directly.. 

What is the work environment and culture like at the company?
The work environment is very stressful even though I currently work from home. There is no culture at Automated Health Systems it’s pretty much every one for himself/herself. You’re either going to sink or swim. You will not get recognition for a job well done only negative feedback for the mistakes you make after being forced to train yourself with no follow up to help you better understand. Also, everyone has a different opinion on how the job should be done so you never know who’s right. 

What is a typical day like for you at the company?
Some of the supervisors are very nice and respectful, while others cut you down and demean you making you feel very small as an individual/employee instead of trying to uplift you and help you perform  to the best of your abilities.

Being contracted with Tenncare, things are always changing whether its policies and procedures, scripting or higher production numbers. They always say its more about quality and not quantity but quantity does matter alot and time spent on calls matter so that we can ensure that everyone receives assistance in a timely manner even though we may be under staffed. Some changes causes people to leave due to not being able to perform or issuses with policies such as PTO or increased workload/job description (which can not be found on AHS Resources) without increased pay. Or like how when WFM was available, part time workers were not being sent to work from home. Or because people are not getting enough training in class, some were being brought out to take calls after 1 week of training and that is definitely not enough time to learn just the basics. At first Fulltime got 48hrs of pto for the whole year after their first 2-3 months and once you run out that was it. Now everyone starts off at 0 and we accumulate every 30hrs we work, 2hrs of PTO for FT, and for PT 1.5 hr for every 30hrs worked. Vacation isnt received until after working fulltime for 1 year. Receive 80hrs of vacation time each year after fulltime 1st full yr. Unused PTO rolls over each yr. Cap is 200hrs for PTO. Supervisors and management are exempt from incentives, most are salaried, alot of overtime opportunities during the holiday season. Insurance for the job is blue cross blue shield....

The training itself is a joke. It’s about 3 weeks long, and half of that is the trainer just reading information from PowerPoint slides and teaching you how to set up folders in Google Chrome. Training ultimately feels like a waste of time. The trainers, while nice at times, are mostly rude and unhelpful. After training you will transition into nesting for about a week, which is you taking calls entirely on your own with meetings at the beginning and end of your shift. You go from never having taken a single call one day, to taking calls the entire day by yourself the very next day. It is very much trial by fire as they do not ease you into the core of your job.

The trainers and supervisors of nesting will tell you that your leads and supervisors will always be there for you, but your leads and supervisors could not care less. You are treated as a number to help meet the quota, nothing more. To make things worse, there is an endless amount of misinformation. The leads tell you one thing, the supervisors tell you something different, then the managers tell you something else altogether. You feel like you never have the right information, so it’s impossible to learn for future scenarios.

You must have thick skin to put up with this job or your mental health will suffer tremendously. People will disrespect you, scream at you, and insult you almost on a daily basis. This isn’t AHS’s fault, but the lack of care and support from the company only makes things worse. The only upsides to this job are the schedule options, and the fact that you can work remotely from the very first day. If you are desperate for a job, then go for it as the onboarding process is very quick. However, I cannot recommend this company under any other circumstances. 

Automated Health Systems is a surprise and a joy in many ways. I came to work for them believing it would be temporary and suddenly it is over ten years later. Hard work, dedication, usefulness, collaboration, and willingness to assist are rewarded. I have many times been told places of work see these things in employees and wish to maximize their employees who demonstrates these skills and mindsets. That is generally lip service in my humble opinion. At Automated Health Systems I have found that statement to be true. AHS appreciates hard working and dedicated employees. It understands the needs of the contractor’s business and the needs of the employee and balances these things. I am a hard working man who has been promoted several times in my employment with AHS, and this company often refers to me as being “valuable”. I work hard to earn that compliment, but this company has gained my appreciate and trust in its vision for services provided by how it has treated me. I cannot recommend it enough. It is an excellent places to demonstrate skills or gain skills if lacking, so you the employee can become the professional. Customer Service, at the end of the day, is all any place of business ever provides. AHS is dedicated to molding individuals into customer service professionals. Often offering opportunities for growth in the most surprising of places. The time off and benefits package isn’t bad either at all. One place referred to our insurance as “Rolls Royce” insurance benefits.

What is the best part of working at the company?
The pay is competitive, the range of shifts & the fact that you only work Monday - Friday.

What is the most stressful part about working at the company?
This location is being governed unprofessionally. Lack of effective communication, messy work culture, the dress code is a joke, and the training needs serious revision. The training is only about two or so weeks and is not structured or thorough then your thrown to the floor afterwards with employees who don't really want to help or are a terrible example of how it should be done, therefore leaving a revolving door of people frustrated and uninterested in staying there feeling overwhelmed & under valued. The work culture reminds me of a ghetto high school, plenty gossip, drama, favoritism, inappropriate work relations & conversations  on the clock while others are trying to work & people have boldly been under the influence on the clock including the superiors. The communication could be so much better, they drag out responses for important questions and information regardless of a deadline you may have, if they respond at all and when they let you go you don't get the proper letter or email so you can know for sure when it was decided and just to have it for their records going forward like most companies. Not to mention they fire people for doing the right thing and reporting insubordinate employees. With better training, a management reset, and strictly enforced rules it would make this job a place you can be proud to come to everyday considering the work required. This review does not apply to the overall company.

My personal experience was just okay. The supervisors would listen and talk to you over the headset on calls which made it easier sometimes. 

It was also unemployment. A lot of stuff was out of my control, and it was very emotionally draining having to listen to some of these experiences, and also being at the mercy of the state’s painfully slow processing of benefits. I was also blamed for “not being able to cope” after I tried to express this concern after leaving the company.  

When supervisors would hop on calls, they would have to be very blunt and short with these people who have quite honestly been screwed by the system. I didn’t feel good about it. I didn’t like how cold and blunt we had to be with people facing homelessness, people who were in the hospital w/cancer, etc. I couldn’t be compliant with it anymore. 

The job was WAH, and there was only 30 seconds - 1 min between calls before the next came in. You had no one to talk to, vent to, no chance to really breathe. I was only there for a few weeks and knew immediately it wasn’t for me. Maybe it will be for you, but be aware of what you’re getting into. 

The benefits are actually pretty good. Your experience might be better or worse. depending on the contract you get. My hours were also 8:30-5, M-F so there was very little work life balance. We only got two 10min breaks + lunch, which is fine, but added to the stress since calls were non-stop. 

I don’t appreciate being told I couldn’t handle the stress or have the patience and empathy. I’d argue my empathy was much greater than the supervisors who would talk to these claimants. 

Top Job Titles	Average Salary
Customer service representative 44 salaries reported	$16.84 per hour
Call center representative 21 salaries reported	$16.94 per hour
Eligibility specialist 3 salaries reported	$16.67 per hour
Bilingual customer service associate 8 salaries reported	$17.75 per hour
Contact center engineer 3 salaries reported	$15.50 per hour

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