driver

account manager

dispatcher

customer service representative

business analyst

CALL THE CAR

I dont know where to start. I dont know if I should talk about the lack of care the upper management has for its employees or the extreme stress and pressure you feel on a daily basis. Ive worked at this facility for more than a year and when I first started, my very first call was someone extremely rude and there was no sympathy to me just starting. If I can rephrase what the company actually tells you, it would sound more like "Get over it and get back to work." Ive been blamed multiple times for things that I have no recollection of and Im just expected to get over it.

As the months went by, I was able to get better at my calls until people were asking me what to do in certain situations. But not once was i ever publicly told that I was doing a good job. To give this complaint substance, sometimes people will be called out for doing great on the phone. Examples are being patient with the member, being calm under stressful situations, doing your best to help the member, things like that. After a month working here and all of the good work that I know I did, not once was I ever called out on it and people were being called out for doing things that I did on a daily basis. This made me feel extremely under appreciated or I would get fired without an explanation. Since this is an AT WILL organization, they are able to terminate your employment at any time they want without explanation.

Then there is an issue with pay, because we handle alot of sensitive information on a daily basis, but alot of people are under paid. This was because the pay scale did not match the world that you did, the pay scale matched what shift you had. So when people are getting up early and the people who stay until 10pm get paid less than the people who work over night, and I get that, but seeing the comparison between the amount of calls they take and the amount of calls people in the morning take, Its vastly different. For example someone in the morning and afternoon can take 100 calls but someone at night can take 20. And when people were hired for the position, they were promised a higher starting pay than the people who work harder and who have been there longer. I have been at this job for over a year and the only raise I was given was because the minimum wage increased. This company rarely gives out raises and furthermore, you dont get paid for lunch. The 30 minutes you take from lunch is tacked onto the end of the day, so you dont get paid for lunch. And speaking on lunch, since they do not pay for lunch, the only thing they do is have machines that charge us more than the actual stores. Also they order food trucks that ordering something that wont make you hungry would cost a whole hour of pay. I was paid 14.25 and mostly everything on the menu was like 13 dollars or more. So im technically at this job for 8 hours and 30 minutes and I would say 30 minutes would equal $7.12 and im spending double that amount on a food item. I would try to bring my lunch, if it wasnt a common thing of people stealing food from the fridge.

The work itself is terrible too. They want you to take calls fast and write you up if you mess up. If you take your time, you will get a message about being on the phone too long. And the calls come at such a high frequency that you have little to no time to catch your breath before the next call comes in. And if you try to take a break, you'll get a message from upper management wanting to know why you're taking a break and they stress you to keep going. The calls I took required me to take my time and to leave good notes or management would jump down my throat saying that I should have said that in the notes. And when i wasn't conformable on a certain call type, such as ambulance, I asked management to take me off. They did, but somehow a week later I was getting more of those calls I was unconformable of taking. So they finally asked me if I could help out with the ambulance calls since my frequency would be so low that i would be taking like 4 or 5 a day. And it went from 4 or 5 a day to 21 in one day. Now I know for a fact they didnt lower the ambulance calls for me because if they did, ANY of my other call queues would outnumber ambulance, like on a certain call type i took 3 calls and on another i took 6 and another one read 1. And thats for an entire day. my ambulance calls would almost always be over 15 in one day. So it went from 4 or 5 a day to 20 in a day without letting me know. They basically tricked me into being in a department I did not want to be in. if they would have just informed me that i would be taking 20 ambulance calls in a day then i would have told them no, but since LA care is our most common call type, I only take 10 calls daily. So that means they never lowered my Queue in the first place. 

This facility has cameras everywhere and it feels like a prison. And this is definitely not for security reasons. I had something stolen out of my drawer and I wasnt even told any thing about it until i noticed it was gone, so they dont pay attention to the cameras anyway. The reason the cameras are they is so that upper management cal always watch the employees. Notice when you go for orientation, they tell you that they are always watching you. Then go into the call center and see all the cameras on the wall. And also notice most of the cameras are pointed straight at the computer. If they actually were using the cameras for security then the person stealing food out the fridge would have been caught a long time ago, and I haven't even had my phone stolen before. All the cameras are pointed at the monitors so they can constantly keep an eye on you to catch you when you mess up. When they look on the cameras or listen in on your calls, they dont come up to you to tell you that you did good, but if they see on the cameras that you have messed up or did bad, you will be getting a message from your supervisor saying so. And I believe that all the supervisors are cool and when they talk to you about something, it always someone higher than them telling your supervisor to talk to you because they dont talk to you themselves. And they have the option too, seeing that they walk around in the isles looking on everyone's monitor to catch any mistakes or any opportunities to write you up. 

Another thing that will be the bane of your existence is taking calls and speaking with the people. 70% of the time you get people screaming in your ear for something that you didnt do. If someone else messes up, you have to clean up their mess while being yelled at. Upper management does not like it when you put members on hold, so when you answer the phone and you try to be patient, the member is screaming at you telling you what YOU did even though its not your fault. Sometimes you will be called hurtful names but you have to deal with it. Because if you hang up, you'll get written up. Some of the members are nice, but you have to follow protocol to help them. So if they want to go to an appointment and they dont have a wheelchair authorization, you cant take them, even though they CANT WALK. And when you submit a form to get that auth, it takes a few days to process. But this is NOT the case at all. I tried to help someone and i sent a form to LA care so it can be handled and two weeks later, it still hasnt been submitted. So that member will remember me by my name and scream at me for not doing my job when I did. And when they miss their ride, its automatically my fault since i am not in dispatch. Literally all of my calls have to do with the ride not coming, but since we cant give dispatch the call, we have to take it and basically explain to the member why the ride didnt come when we dont even know why it didnt come or if they ride was assigned in the first place.

Also rides are never assigned in the first place. When someone who made a transportation 3 weeks ago calls and asks who will pick them up for theirt appointment, i have to tell them that it doesnt have a vendor then they get annoyed when i say that when their anger is directed to the wrong person. I dont assign the rides and I have to tell them its being worked on when they probably heard that story for days now. And when they want to speak to dispatch, we cant transfer them to dispatch nor transfer them to the vendor when it would be so much easier to do so. We cant even give them the dispatchers number. We have to speak for the dispatchers and when they tell me that they will be another 30 minutes after giving the member a 30 minutes an hour ago, i get screamed at. Then when i finally get off the phone, people pester me about why i was on the phone for so long. If you have the ability to listen in on my calls when why are you even asking me this in the first place? I have had many jobs throughout my life, but this job I can say, beyond a reasonable doubt, is the worst job I have ever had in my life.

But there is one good thing about the job, and its that you arent going through this daily torment alone. Some CSR's have the same issues, but upper management doesnt help. And when i mean upper management, i mean everyone above the Supervisors. I have meet so many cool people at this job and the reason I didnt lose my mind daily while working here was due to the people that helped me get through the day. Thats the ONLY good thing about this job.

It's a nice office. New supplies. Spacious desk with your own rolling drawer. New and updated computer with 2 monitors. Lunch room and nice lobby and patios at front. 3 vending machines. 2 large fridge. Food trucks available 2-3 times a week. Office looks professional. 

Typical day in a call center, fast-paced, moderate to high volume of calls. Stress is always there because you are dealing with sick patients waiting for their ride or trying to get a ride. Even more stressful when trips are booked incorrectly and especially when you need to wait for dispatch to give you updates about rides. Doing more than what you signed for but poor benefits and salary. Direct supervisor acknowledges hardwork but upper management only sees who and what they want to see. No way for career growth unless you are close to the people who run the office. There are co-workers, leads and supervisors that you get along with but a lot of unprofessional employees acting like highschool students. Customer service dept and Dispatch dept dont get along and always pointing fingers who did wrong or who's right. A lot of undertrained employees or employees that don't care. Managment always wants to expand but they don't realize they need to first improve and correct what is in front of them. Recently, managers just left or maybe got fired with no notice from management pretending there's nothing wrong. No meetings about what to expect moving forward. New manager hired externally but no introduction to employees whatsoever. 

No free lunches or treats. Sometimes there are ice cream for all. Needs a lot of coffee supplies, condiments, plates, cups, napkins and utensils. When there's coffee, no sugar but creamer available. Sometimes there's sugar but no creamer. Inconsistent. 

Restrooms and toilets are nasty. A lot of employees have no etiquette.

This is just for a temp paying job, not for keeps and no advancements. Job security is always a question. The company is hitting the down low.

I was recruited by a staffing agency initially to work as a customer service representative . I was somewhat thrilled at first to work here . However , I soon realized that it would turn out to be a stressful and excruciating process for me and in the end , I somehow lost the motivation ti keep working there as the workload turned out to be unbearably heavy in comparison to the low amount of compensation we were getting .. To make everything more off putting for me , I did not receive as much encouragement and support from the managers  and supervisors out there to the point that the workflow was menial as I had to evidently fend for myself with the meager resources I had along with my transferable skills that I brought into the role which I strongly felt weee not properly appreciated . It is true that I did not feel appreciated there as the work process became increasingly chaotic and instructions on how to do the work became befuddling and  almost uncontrollably complex . Communication was haphazard and  all over the place and like other reviews I have read , we did not receive a proper heads up and we would get unfairly docked for things we were not instructed about ahead of time . This was sadly chronic for the most part  to the extent that I lost sense or purpose in the role as well as the energy and motivation to keep pushing on .  Conflict was rampant as well and it rarely gets resolved if not swept under the rug .

I started out as a customer service representative handling inbound calls from health plan members and I am proud to say that I excelled in the role not to mention that I quickly developed some camaraderie with my peers . Several months later , I was excited to learn that I was promoted to the role of Quality Monitoring Specialists tasked with monitoring patient interactions over the phone . I slowly eased into the new position and took my time to learn the specifics of the job description . I initially thought that I was well-suited and equipped to handle what seemed to be a daunting upgrade to my previous role . However , I learned that the role would become excessively unbearable due to the high demand and unrealistic expectations placed on us by upper management  that was for the most part inaccessible and unsupportive .What’s even worse is that  even though there was nothing concrete in our industry with the dynamic being a rapidly changing one , such last minute changes were not aptly communicated with us ahead of time . Ultimately , the workload became progressively untenable as conflicts regarding procedure mounted and even escalated to a certain extent  for quite some time I strongly felt that the astoundingly high bar that was set didn’t translate to any incentive or perk  that would motivate any reasonable employee to soldier on so my enthusiasm that was sky high at first hit rock bottom .

I had plenty of experience going into the role as a Dispatcher at Call the Car and my excitement was through the roof at first  knowing I have ample  skills to take on the challenges of the role . I definitely took my time to learn the training modules and reasonably prepared myself to know key personnel I would interface with on a daily basis  . However , several months into the role , my motivation and satisfaction with the job significantly dwindled as I have soon learned that communication was utterly disjointed and there is definitely disparity in terms of what one department was trained on as opposed to the others inevitably leading to unnecessary confusion and almost unabated conflict . Despite all that, I tried to soldier on and pull my own weight using my own skill sets to fulfill my duties despite the fact that my painstaking efforts were not fully  recognized and the perceived lack of considerable help from managers I was expecting leading me to feel totally unmotivated and de-energized . I slowly started losing sight of my professional goals towards the end as the disproportionately huge amount of work combined with other aggravating factors ultimately  took a heavy toll on me physically, mentally and  emotionally .Exacerbating things further is the insufficient compensation and perks I was really  hoping to glean for all my hard efforts at the job .

I have to admit that I was over the moon to start working at Call the Car initially and I spent time familiarizing myself with protocols and different departments within the company . I strongly feel that at first we were not given reasonably adequate training to fulfill our duties and communication was truly disjointed and all over the place as I learned as time went on.I soon realized that changes in protocols were not communicated in a timely manner either in print or electronically and it was all too easy to get called out on something I was never informed about ahead of time . Nonetheless , I still did my very best based on what we were trained despite the fact that other  departments were trained way differently than we were thus adding to the conflict and confusion .There were so many times I felt extremely stressed out in addition to being physically, emotionally  and mentally exhausted due to the overwhelmingly heavy workload imposed on us . It did not help much that the compensation was not sufficient or commensurate with the workload we had to take on. To answer the question regarding management , despite the fact that I met peers who were knowledgeable and supportive , I did not get as much recognition and support from management as I should have so I had to rely pretty much on my own skill sets to get through the workday .

Initially when was hired it was a dream job: low-stress, no quotas, no graded calls, we merely provided support to the call center. For the first time in my life I didn't dread going into work, I thought I found a workplace that finally treated employees like adults.

Unfortunately due to mismanagement and poor planning, after 1 month on the job my entire team was transferred to a different department who seemingly resented that we came from a floor with a reputation for being "softer" and enjoyed reminding us that were now facing stricter rules in the dispatch department. Why hire new employees only to phase our their role a month later? Because the company doesn't think ahead.

If you have to work here, avoid the dispatch as the leads most likely earned their titles through nefarious means rather than honest work. Some of the leadership had a holier-than-thou attitude. I lost count of how many times I smiled or waved at a lead only for them to stare straight ahead and act as if they didn't see a lowly underling dare interact with them.

There's no future here, I have met employees who have worked at the company for over 5 years and they NEVER received a raise. 

 I would not work here unless you're absolutely desperate for work. This is also not a safe space for members of the LGBTQ community like myself as management here is extremely intolerant.

I worked as a Quality Monitoring Specialist for almost two years at this company and based on my experience there , I didn’t get as much support from management as expected and I strongly felt like the workload was too much to bear with respect ti our compensation . As far as benefits are concerned , they put in place a 401 K program exactly a year ago but it was not good enough as I learned there was no match offered  at all .The pressure to meet standards  can be too much and I tried to show grace under mounting pressure ; however , I felt like the company did not appreciate all my best efforts  with departments being trained differently from the others so there was no generally accepted consensus regarding protocols so the workflow can be tremendously haphazard . Communication at  at all levels for the most part was lackluster and changes were coming in as fast as people come and go since I had seen different batches of employees coming in every week and not a lot prefer to remain for a lot of reasons .Perks are hard to come by and I truly wish that the compact invested in their employees especially the best performing ones to boost morale and reduce turnover . 

I started out as a temp through a staffing agency at their previous location and after three weeks of training , we started the nesting period with my other fellow trainees . At first , the job seemed promising  and I was assigned to the Dispatcher position. As time went on , I discovered that the work environment would prove to be highly stressful and toxic as I learned the hard way that managers were not as supportive as I thought they were . It seemed like it was an imposition for them to assist me and the support was not even there . There were internal conflicts among managers and I did read the other reviews so I can confidently say that those reviews were correct . I ended up quitting and I learned that  other trainees in my batch either quit or were let go since everything was chaotic and protocols were so all over the place it was hard to keep up with i them . I tried to come back as a Dispatcher but I decided against it since I figured that the stress and toxic culture would greatly outweigh the benefits . 

I initially trained as a customer service representative tasked with fielding calls from health plan members . I took my time to learn the minutiae of the role and I strongly felt confident I can handle all the curveballs the role would send my way . I soon realized that not even my extensive  experience in customer service can prepare me for the role as I learned the hard way that there were discernible lapses in communication especially in such a rapidly changing and undeniably haphazard work dynamic where nothing was ever set in black and white . Complicating matters even more  is what I perceived to be lack of ample support from management especially in the face of such extreme turmoil and confusion . Sadly enough ,all these factors along with the insufficiency of compensation , caused my motivation and energy to dwindle and each day felt so menial as I was going through the motions and doing the bare minimum which I felt I was never even recognized for at all and was just swept under the rug. 

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