licensed practical nurse

registered nurse - acute care

nursing assistant

registered nurse

medical office assistant

Bassett Healthcare Network

I worked in the billing department there for about 5 and a half months; and it was one of the WORST working experiences I've ever had in my twenty-three years in the workforce! I have an extensive education and experience in insurance billing, claims processing and customer service, so I know that I have what it takes to make a job like this work...HOWEVER, in the fall of 2010, I did advise my supervisor that I'm a diabetic and as such, I would need to eat breakfast on a regular basis...if I didn't have time to eat in the morning before I left work, I would try to get something at the caferia that had just opened at the new billing site in Hyde Park, NY. One day I did so and because I went in there to purchase something a couple of minutes past my shift, I was degraded and debased for not coming in earlier to do so or asking for an earlier break in the day! Very intolerable these people there were...I can't stand any of them because of how cold they are. So a couple of days later, I came in ten minutes early and brought my own toast in, which I went to the cafeteria to make so I'd have breakfast. The toast burned and it caused the fire alarm to go off, so all employees were vacated from the building for about ten minutes and then they all were brought back in. Becasue I'd taken insulin and I didn't have anything else with me to eat, I had to run into the cafeteria on the way in to pick up something quickly because otherwise I would've gone into insulin shock. It took at total of about 30 seconds for me to buy the food and go to my desk. No sooner had I gone there and the team lead came up to me and told me the supervisor wanted to speak to me...I went into her office and was totally berated for setting off the fire alarm, as if I'd done it intentionally! Then I was lambasted for running into the cafeteria at work to get a muffin for breakfast so my blood sugar wouldn't drop and I was told I needed to find an alternate time to do this...I told her I'd come in ten minutes early that day to make my toast, but it had burned and she didn't care. She said that she'd already spoken to me about this and that it would not be tolerated again. I told her I had no choice and that it wasn't a big deal, but she didn't agree and said that it was a big deal because I'd caused a huge loss in production time for everyone there...yet funny how I'd seen people come in late there every day, including other supervisors and go to the cafeteria whenever they wanted to and no one said anything to them...later that morning she sent out a nasty email to the whole team and told them about how irresponsible it was for someone to do what had happened. She also threatened to take away the cafeteria privileges if it happened again...are we still in grade school or what? LOL...I have to laugh at what she did because if I didn't, I'd otherwise scream! I was let go shortly after that and they made sure they let me go before I had to have cataract surgery on both of my eyes so I wouldn't have the insurance to have it covered. I told them off when I left-gave them a piece of my mind, but to this day, I feel if I'd pushed the issue, I'd have won a discrimination case against them. I did write a letter to the CEO of Bassett and told him of what had transpired, detail by detail. Hopefully, this will deter other people from applying to work there...the conditions are horrible and inhumane there! DON'T APPLY THERE EVER IF A POSITION OPENS THERE!

The typical day at work from Monday through Friday from 8:00 a.m. to 5:00 p.m includes going into work, attaching to headphones, and answering phone call after phone call for customers trying to reach their doctor's offices for various things.  Most people are routed to the offices, only to be switched back to the call center because the phone calls, after waiting for 10:00 minutes in a queue, were not answered.
If it is an emergency, the call center representative can call themselves to the office, in the hopes of getting an administrative assistant to answer the customer's call (with the customer on hold yet again).  Most times, the call center representative will not reach the office.  They generally try three times (with the customer still on hold).  If they don't get the person, they tell the customer they can take a message because due to high call volume, the office is "busy with patients at this time" or they can offer to put the customer through to the queue again.
Off hours and weekends bring a different set of rules.  Call center reps then deal with people who were promised a call back from the office because they have tried on three or four different occasions to refill a prescription, get a form, talk to the doctor regarding a concern, etc, but have not been responded to; or because they have recently had surgery and have an urgent issue, or are ill/or child is ill and they wish to speak to an on call doctor or go to the convenient care, which is open on weekends from 9:00 a.m. to 4:00 p.m.  OR they can be dealing with the doctors who are calling in to get their messages or changing their status from cell to pager, etc.  With the exception of about four to five doctors, the rest are nasty, rude or down right insulting to call center staff. OR the codes....call center representatives have to also process any and all emergency codes called in Bassett Healthcare Network.  Code Blue, Code Red, Heart Alerts and Traumas, and those are only a few.  Every single code has a series of procedures that must be followed in a CORRECT, orderly and FAST fashion, as usually it is calling in people to perform a life or death situation.  This includes follow up to make sure all people have arrived, all areas of Bassett have been notified, etc.
Management pretends to sympathize with employees, but generally rely on team leaders and supervisors to deal with the call center population.
Call center representatives do their best to serve the population of patients who call regarding their healthcare, but generally the frustration of dealing with so many customers in an unchanging, below skeleton crew staff environment in the call center and in every office in Bassett they need to call, plus management apathetic/volatile/hostile depending on who you have to deal with, that the culture often becomes drone-like and nothing more than a way to make money.
The hardest part of the job is trying so hard to help the patients, and feeling like you are the only one who cares.
The most enjoyable part of the job are your coworkers, who all with individual personalities, make you learn the job and understand all the while how difficult the environment really is.  They all should be commended!

What is the best part of working at the company?
I had a pleasant welcoming from the Doctors and nurses when I started and continued through my time I was there.  In the short time I was working I developed some very nice friendships. When they saw I was having a difficult time with my managers they were very supportive. 

What is the most stressful part about working at the company?
Not being able to reach out to a person in HR or personnel to answer questions about insurance or signing up for the BHN etc , that needed to be answered ASAP. I was directed to the BHN and not a person. Then having to emails or leave messages to not get returned till a few days later. I didn’t care for a Zoom orientation. It’s not the same as talking to to an administrator when or if you have a question. I prefer to have handouts to look through for later references. 


What is the work environment and culture like at the company?
Working in the kitchen was very segregated I felt amongst the managers. 
They would turn things around to make it MY fault or not really take into consideration what I was saying. I felt that they were pushing me out of my job. 
As managers, They never would acknowledge me unless they had something negative to pull me in the office for or really had to a task pertaining to work . Not even a good morning! They don’t have to like me, but as one of their  employee, I felt they should acknowledge me. It was so hard to get to know what the routine was as they really never trained me but then I got yelled at , by other employees and managers, that I was not doing it properly. 
The whole process of calling back to the cooks when we took/needed something was a disaster. Taking time off the line during the busy times to run back every time was senseless. There should be an easier way
 ( intercom) to communicate with the cooks from the front line when food needs to be replaced and not holding up the customer. 

What is a typical day like for you at the company?
It was a busy day during meal times but I enjoyed it very much. I kept myself busy during the slow times. There were times when I was left alone and no one would come help but they were quick enough to tell me I didn’t have something ready.

I walk off the shuttle into the hospital and am greeted instantly by a familiar face.  I head down to the elevators up to the penthouse suite number 5 it 0655. I head to my left onto the Special Care Unit where my co-workers are dancing in the hallway because I've come to play for the day.  I then grab report from my previous shift, I thank them for their blood sweat and tears used to keep our patients happy and healthy.  I then head off to greet my patients and introduce myself.  I walk into to greet my first patient with a smile on my face I ask them for their goals of the day, their concerns, they'd like addressed, and how they are managing their pain.  As I leave the room with the intention of continuing on the charge nurse walks around the corner, "Can you grab a STAT EKG in the room across the hall?"  I head over introduce myself to the patient and ask if they have ever had an EKG before.  My morning continues on from there introducing myself to my patients one at a time between emergencies.  Some days are smoother than others and I accomplish all of my patients wants needs concerns, and goals.  That is my favorite day.  Then there are days when its 1820 and I think I will start on the agenda for the next shift, then I hear that alarm and my heart stops I run to the nurses station and ask which room. I have no idea what happened with that patient they just arrived.  Thank God the roommate got downgraded.  I grab the crash cart and run it to the room.  I clear the room of all other objects. Then wait outside as a runner.  As my team takes over the situation I tend to my patients.  Reassuring them that everything is fine.  Its now 2000 and I have given report and head to the locker room.  I change my shoes that don't quite fit the same, and wash my hands that feel so dry from all the soap and sanitizer used all day.  Head down to the elevator with my friends, I hate when I walk off with a healthy friend that wants to take the stairs.  We jump on the shuttle and silence.

There is a reason that, at any given time they have 200 or more openings. While they were once considered stellar, they have devolved into an organization that is ridiculously heavy with management, is full of rampant back stabbing, pays a fraction of what Utica hospitals pay, and works their staff to the bone. Sure, the building is beautiful, and it is quite an impressive place until you work there.  Patients spending literally days in the ER.  Nurses not fit to work. Staff sleeping on the job. Ignored complaints and things that should have been reported to the state that were ignored. Staff favored by administration got away with murder. Those less favored were frequently terminated.  There is a reason that not only is there hundreds of openings, but that the turnover is atrocious.  Bosses spend more time sticking it to their employees than doing their jobs. They promote idiots.  I had a manager who actually spelled nursing and Cooperstown incorrectly on her e mail signature.  She was in charge of several units. If you can't even spell nursing, perhaps you're in the wrong profession. They are non union, so you have 0 protection if anything goes wrong, and when it does they are only out to protect themselves (like any business). Employee parking is atrocious. They now shuttle everyone in.  The cafeteria, which was good years ago, serves food that at times is unidentifiable. I was impressed with the place when I first started. By the time I left I scratched my head in amazement that they haven't been shut down. The sheer number of openings, the turnover, $5k nursing sign on bonuses, $1500 bonuses to existing staff who get 'family and friends' to take a job there, and their unending advertising for new employees should serve as some serious red flags. I don't recommend anyone be treated there, much less work there. Sounds harsh perhaps, but sometimes reality is ugly.

What is the best part of working at the company?
Working in a team environment at the Cooperstown location. 

What is the most stressful part about working at the company?
The hostile work environment at the Little Falls location.

What is the work environment and culture like at the company?
Again, at the main location where it us much busier, it's not bad. You spend a lot of your day standing post and running property, but actually run into some serious calls with violent patients/visitors. Occasionally you have to act as a mediator between nursing staff and patients. Sometimes leadership can make things stressful because they're worried always that if we don't look busy enough we'll be replaced with contractors, but overall they listen to the rank and file, and are pretty responsive. 

At Little Falls... I would just avoid Little Falls. The nursing staff mostly hates security and expects you to take on patient care duties like ambulating patients and one on one sits. They will ask you to do this even if they have care techs available. If you're on nights you'll be expected to shovel the walkways because the hospital declined to have the snow removal do this. You'll be the only one in the hospital pushing wheelchairs on some days because the medical staff won't do it. If you push back on this, they will make the housekeepers and maintenance do it. On top of this, you're alone, so when any kind of serious situation arises your only backup is the police. 

TLDR; Cooperstown was good, Little Falls was terrible.

I felt like I was back in middle school with all of the pettiness that the office had. Management was constantly talking about and laughing at  employees while sitting in their offices in the back. They also had the "mean girls" approach - whenever someone needed to be talked to, all of management would be in the meeting. It was essentially 2 or 3 against 1. When asked if you could bring in a peer, management would refuse. They also abuse flex time. Whenever an employee needs to stay after for patient care, the employee has to "flex" their time so they don't go over 40 hours that week. That's not how flex time works. The health insurance is ridiculous - you pay for the plan, but can only use it within Bassett (which doesn't offer a lot of specialties). In other areas, that kind of health plan would be FREE for the employees, while more premium features would be at cost to employee. The rate of pay is ridiculously low as well. They claim they are "competitive with other health organizations," but Nathan Littauer easily pays $1.50 - $2.00 more per hour. Also, a similar job at a hospital in Herkimer County paid almost $4 more an hour. 

If you want to be stressed ALL of the time, while making the LOWEST possible wage for your job description... all while still having to pay for basic life insurance and being hounded about your hours from management... do ahead and apply. Otherwise... RUN.

I would highly recommend working for Bassett Medical Center. We have a great team across the entire network that is committed to serving our community. 

I work in a department that is very fast-paced, highly customer service oriented and immensely detail oriented. We have a great team and wonderful leadership to support us through the stressful days of our positions. We have a great work/life balance and I believe our benefits are very attractive. We are centrally located for our population and have competitive wages and salaries. 

Bassett Medical Center offers many committees to be a part of, we offer many discounts to our employees, we have numerous recognition events and have plenty of events to participate in throughout the year for everyone!

We offer many opportunities for our employees to grow within the organization and I have personally seen my friends advance within their departments into new positions to expand their professional careers. 

I personally enjoy working alongside my team and my leaders to provide the service we do to our communities. Another very enjoyable part of my position is the ability to be a part of the many committees we offer to our employees. It give me a sense of giving back to our organization and employees and to feel that I am part of something great!

Mind you, I worked for Bassett's Call Center for nearly fifteen years.  In that time, support from above and staff morale essentially disappeared.  Staff were unhappy, underpaid, and overworked.  It hasn't gotten any better in the year that I've been gone, as I keep in touch with many of my former employees.  The job is EXTREMELY stressful.  They do let you know this up front, but until you're on the front lines, processing an emergency code with outdated technology and providers who can't be bothered to remember to charge their cell phones, or answering calls from angry patients who don't have a problem with calling you every name in the book while you sit there and take it, you don't really GET how stressful it is.  The company considers the Call Center to be entry level and pays them accordingly; however, it requires such a high level of attention to detail, an ability to learn quickly, and an ability to withstand extreme mental stress that Call Center Reps really should be making much more than they do.  Call Center Reps essentially do the work of the medical secretaries in addition to emergency call handling, facilities requests, emergency calls, appointment scheduling, etc.

What is the best part of working at the company?
Meeting and getting to know the residents.

What is the most stressful part about working at the company?
Running around and getting treated like your never doing enough.

What is the work environment and culture like at the company?
Its a crazy environment. you can do everything all day and its not enough.

What is a typical day like for you at the company?
I arrive at work and start making beds. then I get tables set up in front of the residents. When breakfast comes up, I serve the residents their breakfast. I help feed the ones that can't do it themselves. I start clearing the trays then write down what each of them has eaten and drank. I put the information into the computer. I finish making beds and go to another area to see if they need help. I get the residents ready for their lunch. When it comes up I serve them their food. I f they dont like what food they get served, I call down to the Kitchen and ask for the alternative lunch. After lunch I clean the tables and put them away, along with their trays. I put the meals into the computer. I spend the rest of the day making sure the residents have plenty to drink and snacks if they want.

Top Job Titles	Average Salary
Licensed practical nurse 384 salaries reported	$31.26 per hour
Registered nurse - acute care 233 salaries reported	$52.28 per hour
Nursing assistant 228 salaries reported	$22.30 per hour
Registered nurse 118 salaries reported	$48.16 per hour
Medical office assistant 126 salaries reported	$21.47 per hour

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