registered nurse

patient care technician

certified medical assistant

customer service representative

medical assistant

Baylor Scott & White Health

The training is a fast and furious nightmare—a chaotic blend of cold, unrealistic and cringe corporate power point over a span of four weeks. The mandatory zoom with a group of other people constantly asking questions because of the speed of training was not training worthy. You retain about 5% of the information needed for the actual job. The most important information to retain is the comprehension of your tools to review customer account data and search for answering inquiries.

During "nesting" (the onboarding phase), I felt extremely nervous because all the trainees were on the video call to see and watch everything you did and said. However, those nerves quickly gave way to frustration, demoralization  and dehumanizing as I realized the true nature of the work. 

To make matters worse, "Agent Performance Metrics" scrutinized every call, ensuring that you're hitting all the right buzzwords for them to label you as an "expert agent." The required metric targets are entirely outside your control and will damage  your rating as an agent. It feels more like performing for a machine than doing meaningful work. Meanwhile, you sit in the dashboard taking a flow of calls, trying to absorb more of your training tools between calls and making sure to say everything from start to finish in 3-4 minutes.  Meanwhile you are reading all the negative responses through email or the pop up comments you get pointing out all the things that were missed or wrong.  Never once did I receive any comments about all the things I did correctly.

My experience was that their only importance was how to answer your call by the second ring, finding answers within 60 seconds and getting the caller off the line :quickly.  When nesting,  you had to rely on co-trainees as the trainer was on to the next group.  Your calls were monitored 100% of the time by coworkers whose only job was to pick a[art the call.  Using the wrong lines or code words resulted in  points were taken away from the 100% goal they had for each call.  It was more important to read scripted words, rather than providing the information in a more    natural manner.  Ex, "thank you for calling BSW Health plan, may I help you" .  We never got encouragement, only daily reports on how bad we did and out "stats" were provided for anyone tot see. 

I believe taking a call in the final 15 minutes of the day and providing customer service was better than letting the call sit there until the dashboard would allow you to sign out.  In other words, watching the clock.  I never had and never will be an employee who would do that, which was suggested to me in my daily evaluation to do just that.  

To treat the caller with respect, engaging them in everyday chit chat, "I hope you are having a great day" while searching for their answer was discouraged and points are deducted. They wanted AI representatives instead of true customer service representatives. It's dehumanizing.

To conclude the mind-numbing and humiliating experience of working for Baylor Scott & White Health Plan,  the medical offices you’ll encounter will often have  questions that you aren't properly trained to handle or to have relatively straightforward and simple solutions. Your only real asset will be your critical thinking skills and ability to multitask. If you're not technologically savvy or able to navigate complex, unfamiliar situations, this job will be an even greater struggle. You’ll find yourself under-equipped, undervalued, and severely underpaid.

The other positive aspect is being able to work solely alone.  Taking calls alone didn't happen as someone was always listening to your calls and sending instant messaging  to tell you to get off the phone.  Do yourself a favor—if you value your time, skills, and self-worth, avoid working here at all costs. There are better employers out there.

This review is for the Epic IS Revenue Cycle/Billing area. BSWH promotes a very toxic environment.

Advice to Management (Who else is praying that someone reads this & actually acts upon it?): Review the behavior of middle (Epic application team) managers that do not know how to manage and treat people right. Baylor Scott & White Health (BSWH) has some very deceitful individuals that are only looking after themselves. I have experienced first-hand how they will say one thing to you and then talk behind your back to other employees, managers, directors. In the Epic Revenue Cycle/Billing areas, very few “managers” have little to no “management” experience – they either were hired from consulting (managing projects vs managing people is 2 complete different things) or have brown-nosed their way up. Either hire people with several years of management experience or have managers go through quarterly management workshops so they don’t forget industry standards for management training.

Most of the staff (coworkers) and managers are great people but there are a few in leadership that are horrible. They harass and micromanage their staff. Senior leadership talks a lot about staff engagement and work-life balance but they do nothing to reinforce a positive working culture. Like in most organization, Human Resources is of little to no-help, because they back the leadership and are mainly there to protect the company against lawsuits. Until the CTO, Epic VP, and Directors form a taskforce to get impartial employees feedback directly (not just relying a one-a-year survey) and clean up the middle management, nothing will change.

I now work in a fully remote role with another healthcare organization – let me just tell you, the grass is definitely greener on the other side! For any potential Epic workers, do your research and consider other healthcare organizations that use Epic software in the major TX cities – especially in Dallas (TONS of them!) and Houston (TONS of them!). San Antonio and Austin have a few as well, but consider finding fully remote positions.

Pros:
+ Most peers are good and will be nice to your face, but watch out for the backstabbers and try to avoid them whenever possible.
+ Good work-life balance, but you will have to fight for it. Work is not evenly balanced amongst team members.
+ Decent PTO
+ Opportunities for continuing education/tuition reimbursement are great
+ Epic training – I would highly encourage you to get Baylor Scott & White Health (BSWH) to send you to as many Epic certifications are possible to build up your resume so you can score better opportunities for yourself in the future!

Cons:
- Too much micromanagement (or lack of manager trust), backstabbing, and favoritism behind ineffective strategies.
- Employees undervalued; leads to high rates of attrition among more experienced analyst and the company backfills by trying to hire/train new analysts from programs like UT Health IT.
- Bipolar/fickle organizational structure
- Underperformers aren't held accountable
- Promotions are extremely slow and doesn’t go beyond a certain level for non-management positions.
- The rate of new work to new hires is unbalanced
- Inability to recruit for higher level analyst roles and experienced managers due to uncompetitive salary + benefits compared to other
- HUGE job insecurity with layoffs in Clinical administration, Epic, and most recently Accounting/Finance; all while Baylor Scott & White's operating income nearly doubled in 2020. Don’t take my word for it, do your homework! All of this can be verified. Google it!

• Routinely schedules new patient appointments, follow-up appointments, and hospital
Follow-up appointments; preparing paperwork for providers for these appointments
• Create/send consults and referrals
• Maintain patient records; demographics; medical history; obtain outside records
• Verify insurance and request prior authorizations; assist self-pay patients
• Knowledge of Medical Terminology; CPT and ICD 10 codes
• Prepares documents for charge entry
• Creates and diligently maintains a variety of confidential files in accordance with
Established policies and procedures, such as charge documents, department order forms,
Patient letters
• Accurately and rapidly types a variety of reports, forms and correspondence from rough
drafts, corrected copies or from a Dictaphone; effectively composes other routine
correspondence
• Promptly and courteously answers and screens phone calls for the office/department;
Routes calls as appropriate within established customer service guidelines; accurately
records messages and delivers to the appropriate party in a timely manner
• Prepares and completes patient forms, such as medical leave, workers compensation,
Social Security
• Greets visitors, guests and patients promptly and courteously; ascertains their needs and
Provides assistance in accordance with established Health Plan policies and procedures, or
refers to the appropriate party or department
• Creates and maintains department schedules; process requests for blocked times and time
Availability in a timely manner. Prepares, maintains and distributes provider call schedules
• Routinely schedules meetings for multiple providers and staff members; provides meeting
Support such as agenda preparation, travel arrangements, reimbursements, etc.
• Maintains accurate record of current licenses, liability insurance and certifications;
Diligently maintains record of all continuing education credits
• Prepares Provider credentialing applications for multiple providers; maintains current
medical licenses and subscriptions
• Attends meeting and takes accurate minutes as requested. Assists Community Liaison
With conference facility arrangements, supplies, handouts, and other materials. Schedules
Caterer and coordinates such activities as appropriate. Operates and assists in registration
area at conferences
• Managed business profit logistics through productivity and customer satisfaction training
• Train new hires
• Create and maintains primary nurse list and contact information for department
• Creates various reports, organize files and high volume of data entry
• Perform customer/patient relationships through correspondence at a high volume
• Promptly sorts, opens and distributes mail
• Monitors supply levels and orders accordingly
• Provides clear photocopies in a timely manner

A typical day at work was very fast-paced and heavily focused on meeting patient-volume and scheduling demands. Most of my time was spent answering phones, managing appointments, resolving patient questions, and juggling messages from providers and staff. There was usually very little downtime, and priorities could change quickly based on provider needs or last-minute schedule changes.
I learned how to work efficiently under pressure, prioritize tasks in a constantly changing environment, and communicate clearly with both patients and clinical staff. I also gained a stronger understanding of insurance, scheduling workflows, and electronic medical records. On a personal level, I learned a lot about setting boundaries, documenting my work, and recognizing when a workplace culture is unhealthy.
Management and leadership were a major challenge. Communication from leadership was often unclear or inconsistent, and decisions were sometimes made without considering how they would impact front-line staff or patients. At times, there was a culture of micromanagement and blame rather than support and coaching. Feedback didn’t always feel safe or welcome, which made it difficult to raise concerns or suggest improvements. Overall, I experienced the management style as toxic and unsupportive, with limited transparency and very little focus on employee well-being.
The workplace culture was inconsistent. On one hand, many of my coworkers were team-oriented, caring, and truly committed to patients. On the other hand, the broader culture often felt driven by stress, fear of being written up, and constant pressure to do more with less. Favoritism and poor communication from leadership contributed to low morale. It often felt like front-line staff were not heard or valued, which made it hard to feel engaged long term.
The hardest part of the job was trying to provide quality service to patients while navigating unrealistic expectations and limited support from leadership. Balancing high call volumes, constant changes, and strict metrics without feeling backed by management and was mentally and emotionally draining. Advocating for patients while also protecting myself from burnout was a constant struggle.
The most enjoyable part of the job was helping patients feel heard, supported, and less anxious about their care. I genuinely appreciated the moments when I could solve a problem, get someone scheduled quickly, or explain something in a way that made their day easier. I also valued the relationships I built with a few coworkers who were positive, compassionate, and truly there for each other, even in a difficult environment.

Overall, my hope is that Baylor Scott & White will change for the better especially since box have employees attending “Gossip & toxic culture” trainings— if that isn’t a red flag I don’t know what is. 

The ability to transfer within the system strongly depends on your manager.  BSW policy is you must be in a position for 6 months in order to apply for a transfer.  I get that this is to prevent someone for moving around all the time but there are times when you move into a new position and know it just isn't the right fit for you from the start.  Being a provider this is extremely important to me as this is my CAREER not just a job until I get out of school.  You would think that an organization that has spent upward of 10K or more training you that they would want you to be happy and keep you in the system.  So when you voice that this was the wrong decision they should allow for leverage of this policy.  Our management, in my new position, obviously does not.  My old manager would have worked with me as she understand retention and this is a career and not just a job.  

Also if you are thinking of becoming a midlevel at BSW think about this very closely.......you have to give 3 months...YES I SAID THREE MONTHS... notice of you leaving your position in order to be rehired there and to have your PTO that is left in your account paid out to you!!!  This is the worse policy that I have ever seen.  Most outside contracts do not have this long of a leave notice.  It is as if they are saying if you leave don't think of coming back.  Most employers out there want you to start sooner than 3 months.  There defense is it will take that long for crediting but that is incorrect and most people who have worked in Texas tend to have less than 2 months of wait for this...if you have good people in your department doing it.  I am disheartened to know that I will most likely have to leave this position and never be able to work at one of the largest employers of midlevels in the area just from this policy alone.  Please think twice before you say yes to your position.  I did not have the chance to as the policy went into effect while I was employed there.

Overall my first position was amazing but my second is awful.  Trust your gut when it tells you not to take a position.  Also keep in mind the leave of position policy. If this were in place when I was interviewing it would have made me think twice...of course if I was interviewing for my current position I would not have accepted based off it alone.

I work on a wondeful PP, GYN, Ante floor. I would say these are the best nurses that I have worked with--teamwork, attitude, and work ethic. I am very happy here, and I would not consider leaving--only thatI wish to find a position in the Denver area to be near my daughters and their families.
A typical day at work is challenging. We have no support staff (unit secretary, techs etc.) therefore we do everything from patient, family care to emptying the trash. I love my patients. They are very diversified, from culture to individual taste. I like that. I have learned so much. We use the language line when necessary, and it is so rewarding to see the smiles on my patients faces when they understand the extent of my care. I try to meet my patients where "they are" and give them my total attention. Patient care is my HEART.
Management is hard! They are constantly asking more of us that has nothing to do with patient care. I struggle with this at times, because the goals seem to emphasize more corporate ideas than nurses ideas. But I comply, because my job requires that I do.
The hardest thing about my job, is that our unit (always staffed) has had to float to the med surge units, ICU, and ER. I never mind the patients, I just fill that we have become the "float pool".
Without a doubt the most enjoyable part of my job is feeling and knowing that I have met the needs of my patients and their families. You can not put a price tag on that!!!
We have nurse-to-nurse report at the bedside. Our patients know we are all on the same page. I review orders, med charts, and then I start my patient rounds. That includes total patient assessment, vital signs, pain level, hunger, thirst, family needs, and hearing their comments about their condition snd what they "need" from me. I work 12hr. shifts and those hours are very demanding for us all. We do not have computer charting, everything is documented on paper. We use the Omnicell for meds and we work closely with the paharmacy. When I am in "charge" my patient load is lighter, but I still have 3-5 patients. We use teletracking to transfer patients and document discharge pending dates. Working with L&D, NICU, NN is great. We all care for the same families.
I am on the Unit Practice Council, Shared Government, and Safety chairman for my unit.

I applied for what seemed like six straight months before getting a job offer at Scott & White. I had gotten loads of interviews but no dice when it came to an offer. I'm a Registered Medical Assistant with both externship and volunteer experience and only ended up getting offered a position as a Patient Care Technician. I was excited but listen, don't do what I did. If you are overqualified in any way, shape, or form, do not work as a PCT. You're a CNA and if you don't want to stand on your feet for 12 hours with only a 30 minute lunch break, then this won't be the right fit for you. I lasted three months before I left. You're changing patients, helping them walk if needed, and everything else in between which includes peri care and the like. Although this is a needed profession, it is hard on your body. If you aren't doing this as a stepping stone into nursing, don't waste your time. If you are a phlebotomist or a CMA or anything else, don't settle for being a PCT/CNA just to get your foot in the door because it is physically demanding and there is no guarantee that you'll ever get transferred anytime soon, meanwhile you're out there breaking your back. There were CNAs I worked with who were doing their jobs from 5 years all the way up to 20 years of experience. Guess what? They all had knee, back, or some sort of longstanding body injury that was caused by the intense physical demands of their job. All for a PCT salary. They did pay well, I was considered inexperienced so I got $11.50/hr (I worked nights). But that ain't worth early onset arthritis. 

The environment was professional, one of the most prestigious companies I've worked for but make sure whatever position you accept, that it's the right fit for you. I'm probably not eligible for rehire anytime soon because of this, so be mindful. It is HARD on your body. 

This entire review may seem irrelevant but S&W is definitely a company most want to work for so for any others who were planning on following my footsteps, just know it may not work out as planned and that patience is truly a virtue. Wait until the position you've been waiting for is offered to you.

A typical day at work, begain with a team huddle, getting work assignment and provding patient care in the ER. I learned the meaning of genuine team work. The providers and nurses I worked with would support each other; no job was beneath them,  patient care was priority. While at Baylor I learned how to anticipate the patient and provider needs. TWhile I enjoyed working with the providers and nursing staff the last manager I worked with was horrible (in my opinion). I met him one time during my tenure at Baylor (when he was first hired). He spent a lot of time working from home or taking vactations. He didn't participate in meetings or employee reviews, never acknowledged or responded to emails,  and only addressed the team when he was upset. However, my supervisor was AMAZING! He understood the staff, patients and how to provide a positive and structured enviornment. He was knowledgable , empathetic and a had a calm dispositiondidn't and didn't mind working the floor if needed. He was easy to talk to and had a calm disposition.  He was always willing to receive feedback and implement the needed changes in the department.  The workplace culture was great. The leadership would often hold town meetings where they listened to us and made changes. Leadership also made a point of walking each department, introducing themselves and getting to know the staff. They would also hold staff appreciation events (ice cream social, pizza party, provided meals (espeically to those working on major holidays) etc. The hardes part of the job would be the influx of patients during the holidays (priorizting care). The most enjoyable part of the job was the team and patients. My only complaint is the rate of pay and the cap they place on positions but overall 10 out of 10 I would reccomend. 


I enjoyed working for Scott & White and hope to return in the future. I felt that the "higher-ups" took good care of the nursing staff. At my previous job at another company, we wore many hats such as nursing staff, front desk staff, call center, janitor. At Scott and White, there was a cleaning crew, a call center and a full front desk staff. I was able to focus on just nursing duties. 

I would give management a 4 out of 5 stars because I did feel one of my managers was biased. I did bump heads with a RN who had more experience then me and that manager took her side of everything and made it seem like everything was my fault. My most recent supervisor was very fair and very attentive and easy to work with.

Besides the one RN, the staff at Scott & White was excellent. We were like an extended family. I will truly miss working with them but I had to move on due to the commute and moving to a new city.

The hardest part of the job and this probably happens everywhere; the RNs look down their noses at lower level nursing staff. Luckily, for me we didn't have many RNs and all the CMAs and LVNs were like a sisterhood. 

The part I enjoyed the most about the job was there was a clear job description for a CMA. We did not have to take phone calls all day long unless it was an emergency. The call center would make up a phone note and transfer it to nurse staff inbox. There was a janitorial service where you could call and someone would be there in minutes to help clean something up. A full front desk staff there to make, cancel, reschedule appointments. It was nice, I just came to work, did my specific duties and went home. 

Another good thing is you are able to transfer departments every 6 months. You must spend 6mo's minimum in a department. If someone calls in, we usually get moved to that department to fill in and that's great cause you'll get more experience. 

I would recommend Scott & White as an employer to everyone.

IMHO, self-driven performance and proper adherence to legacy protocol will receive the most appropriate recognition overall after the recent merger. 
pros-cons: highly productive environment encouraging a lot of  forward thinking to produce rapid development successes however, seemed to be hedged against a disjointed, non-linear series of projection voids most closely associated with legacy overlay/rework paradigms. 

Management and the organization: 
Understandably, the tail will routinely wag the dog but, more often than not, there was a most remarkable exhilaration when the unplanned exception was handled flawlessly and, while it may not have been a specific requirement, it was something I felt the project leadership encouraged us to plan for and was given the resources to ensure it was tested before it went to production. 

Co-workers:
An assortment of skills from all walks of life. The common thread in each is the pursuit of excellence and attention to detail that comes from dedication to high achievement. Would work with any/all of them again and would scoop them up in a heartbeat if they ever needed work....and after 3 years and high retention I can only conclude that the caliber of the team was defined by those who put it together. Bravo! 

Hardest part of the job for me:
Deciding which roll the red tape comes from next and having to go home in the middle of writing some great code.

Most enjoyable part of the job for me:
Sharing solutions I could never come up with before and listening to a 3am voicemail from a weekend PRN nurse thanking us after a problem they've had for years just went away - :) 

Biggest takeaway:
Pushing the quality of my work to the next level was very rewarding and I would be open to future contract opportunities with this organization.

Top Job Titles	Average Salary
Registered nurse 47 salaries reported	$41.79 per hour
Patient care technician 13 salaries reported	$17.08 per hour
Certified medical assistant 3 salaries reported	$21.16 per hour
Customer service representative 7 salaries reported	$17.60 per hour
Medical assistant 4 salaries reported	$18.25 per hour

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