healthcare customer service representative

customer service representative

director

supervisor

registered nurse

Carecentrix

When I signed on to work here, needless to say.. I regret it.  
But what gave me hope are the few positives which were my friendly co-workers and the company incentives... 

The incentives- after your first 90 days if you have a good performance you were eligible for a monthly bonus. You will need that bonus however because the health insurance premiums are ridiculously expensive so it's a catch 22..Other perks are the vendors a contract with which is fairly standard for a company I.e. Employee discounts. They have catering every so often when you are working OT as well. This seems to be the main reason for employee retention.

What started my dissatisfaction is that I wasn't aware or advised that this was a call center environment. I was told it was more along the lines of  "back office position" which couldn't be further from the truth. 

Training was a joke, no structure, everyone texting and falling asleep. Instructor bored and rarely engaged. That should have been my first red flag.. Not much prep prior to being throw on the floor.

Supervisors are unavailable the majority of the time, if you need assistance or to escalate a call to a supervisor, you will be waiting forever, often times without them ever taking the call while the patient or medical personnel waiting on hold, extremely upset as you keep them holding until they hang up, very sloppy.

One of the most major catastrophes I've seen is the mandatory overtime implementation without any prior warning or advanced notice which is completely unacceptable in my opinion. Especially if you are a parent or student. We were threatened with a write up if you do not exceed your 40 hours and work an additional eight hours of OT and given a few hours notice this is now in effect.

I've never seen such a policy implemented at any other company which only shows that they are understaffed and over working great employees and turning them into slaves by threatening their job as an intimidation tactic. This was definitely left out of the interview and training never mentioned any mandatory overtime however when you actually get to the job it's completely different from what it's made out to be.

This definitely needs to be reviewed by the labor boards along with some of the other ways this company is ran at this location.

The CEO and corporate management should really consider doing some type of undercover boss operation to really observe the way some of the management operates at this office and make executive decisions to improve the quality of the work environment. There is potential for this to be a better company if you could please reevaluate these areas of opportunity or else you will continue to lose great employees, myself being a hard working medical professional with a strong, professional background.

This company used to be a great place to work. Employees used to be optimistic about the growth of the company. Now no one is happy to be working for this company. The majority of the managers and supervisors are incompetent. They do not know the true meaning or have the pertinent skills of being true leaders. They believe that micromanagement and fear are the skills to be an effective leader. They do not provide the adequate tools for employees to perform their tasks. Employees are often ran under the bus by the leadership to keep from being in trouble by executive management. Employees are set up to fail. It is unknown if the executive leadership is aware or choose to turn a blind eye. Training is non existent or incomplete. Employees are forced to literally train themselves. The information in which the employee accumulates to accurately and professionally do their job, the management wants to take credit for the find or development of the process. If there is a problem with the process, all concerns are turned a deaf ear. The processes in which the employees are to do their job varies among the different call centers. Managers and supervisors say they have an open door policy; only if an employee is dry snitching on another employee to get ahead. Education and experience are not considered with advancement. It is literally not what you know but who you know; and if you are part of the inner sanctum. Employees are not appreciated for their knowledge, experience or contributions. Employees with 5 or more years with the company are leaving in droves for better opportunities and non hostile work environments. I have been with this company over five years. I tried to see the positive within in the company. I have seen CEO's come and go from this company. I believe the new CEO has great ideas to revamp the company but first he will need to revamp his lower management for his changes to be successful. It is not always the employees that causes the downfall of a company. It is often the management not educated, experienced or competent to follow the Executive Management's vision. At this juncture, if you are an employee that care about the patient's needs, doing the right thing in healthcare, right now CareCentrix is not the workplace for you. If you just don't care,as long as you are getting a paycheck? Welcome...They'll love to have you.

This place downline and all the way upline to it's management will work you to death. As a technology company, they run on deprecated processes and old technology. Rarely are their upgrades, systems go down constantly because management do not provide proper upgrade Windows. You will be woken constantly, on a nightly basis and yes there is only 2 of you, thus you will consistently be expected to work a full day even if you put in 8 hours at night or the night before. Deployments constantly occur with no reason and no real testing and they often break. They happen on the weekends , so they take your weekends on top of taking your weeknights. When you put limitations to the amount of hours they work you, then you get placed on performance reviews by their HR and management. If you do not sign it immediately (without giving you proper time to read anything), they will deactivate your access and give you an ultimatum.

Management is not willing to change or listen to its intelligent employees. They bring in technologies or processes that they assume will work. The moment you speak up about their 70 hour work weeks, is the minute you sign your own resignation at the company. Company does not care about your family and only care about working you to the bone. 

If you have a good job or a job that has some problems, do not leave your work for this place. You will regret it completely. If you need a paycheck to get by till you get a real job, then id say, go for it. The best thing you can do, is avoid this company at all costs. All professionals should not even consider this place, it'll stress you too much. For people who are looking to be a manager, this place is for you. There are more Chiefs than the actual workers.  

Welcome to my nightmare that was for 1 1/2 years :)

simply put the employees are treated like cattle. hard pressed to think of an example of another company as non caring and aloof as CCX and the disheartening fact is that it's all by design. employees placed in impossible situations with little to no training and expected to perform at a high level. bad reputation in their industry largely because they do not pay their providers on time and/or not at all. hourly pay is fair (fair being better than poor and less than good). no job security because the company is constantly trying to automate all aspects of their processes so positions are constantly being eliminated and the work given to employees is basically garbage that automated system can not complete. benefits are disappointing especially when you consider they are a company in the medical field. generous pto given but almost impossible to use or get consecutive days off (great perk used to get suckers, umm people to come aboard). have to request it well in advance due to company's refusal to hire enough staff to handle workload. no sick days or emergency time off meaning hurricane, car crash, you or your kid are ill: too bad, you will be punished for it even with a doctors note. almost impossible to find another job when you are there because you can not get time off to interview with other companies so you are trapped once you are there. very cheaply ran for a billion dollar company. building located in front of interstate between 2 main roads with airplanes flying overhead all day- cheap rent is why CCX is there. just another company in Tampa exploiting the people who live here because they can't get away with it in the northern states. good place to work if you want to learn a lesson on how awful one company can be.

I've had my fair share of bad jobs, however, I thought they were all behind me stuck in my teenage years. This company is completely upside down. Their business model alone speaks for how ethical this organization is. 

If you are not familiar with CareCentrix, here is the scoop. They manage home health and DME benefits for large health plans. That would make them a benefit manager or a TPA right? Wrong. The company operates in a very small unregulated spectrum of the healthcare industry. They are technically a very large healthcare provider who outsources their work to other providers via their "network". It is a grey and unregulated area, and the company takes on zero liability for patient outcomes and financial risk. 

The company to date employs over 50 Area Vice Presidents which is just a fancy director title with executive privileges. They have 22 C-Suite employees and over 40 managers and directors, so "top heavy" is putting it lightly. Very rarely did someone earn their title in this company. Most don't even know what the organization does for money; others were brought on by their friends from previous employers.

If this isn't scaring you, maybe you should check it out and see for yourself. Your job title never reflects the work you do, never in any instance can you score high on a performance review and your bonus is non existent but used as a bargaining tool during your on boarding. The company dreams of squeezing money from their existing provider network to funnel it into other areas of the industry they want to they part in and “half-assedly” perform in. Due to their high turnover (70% as of 2016) it's hard to picture a company like this still in existence.

The internship program was a transformative experience. As an undergraduate business student, looking for quality experience to add to my resume, this opportunity allowed me to apply my education to many business functions. 
On any given day, my role was much more than "intern" work. I was a key player on many projects throughout the summer, my perspective and ideas were valued, and my contributions had tangible results. Taking my knowledge out of the classroom for the first time was an adjustment, but thanks to CareCentrix focus on values, I found myself developing significantly in both personal and professional aspects. 
The Values - we do the right thing, we care, we strive for excellence, we think BIG, and we take work seriously, not ourselves - play a significant role in the way that the company operates and it is rewarding to feel impactful rather than "just an intern." Each intern in the program had a direct relationship with the president/COO, which attests to the culture and foundations of the company. I was able to contribute to department meetings and interact with the SVP within my department, as well as work closely with AVPs and directors. 
The hardest part about my role is problem-solving and implementing new best practices when the existing practices are outdated. I was encouraged to promote and execute my ideas accordingly, but occasionally, decisions were not made to move that process forward and embrace the fresh perspective. My experience has been worthwhile to forging professional relationships and applying skills from the classroom. I've enjoyed it so much that I am hoping to grow my career here further.

The day starts by going in a logging on to your computer. Everything you need has to be reuploaded every day and there is A LOT. But you only have a couple of minutes to do and start taking calls or management will be on you immediately. You take back to back calls all day long with a list of things you have to do in hopes that you can get a bonus. But wait! Who is going to review your calls this week? Because one person tells you that you have to do A, B and C to pass but next week a different auditor will fail you for doing those. But there is more! You now get to make the decision of, "do I want to help this person get their medical care, or do I want to bonus?". Because most of the time, if you do everything they need, its going to take more than 11 minutes and the company can not have that. Clock out and do it all over again tomorrow. 
The only good this about working here is the pay and benefits but a good chunk of the benefit plan will be ending soon as the company is not sure what they are going to do when it is gone. Management is terrible. The way the patient accounts are handled is terrible and everyone that calls in makes sure that you are aware of it. 

Lied during the interview about how great this place is. They even hire in huge groups of people because they know that so many people will quit in such a short time. 50 or so people were hired in 3 classes in the last year and a half and only 5 or so remain. Could not be happier I quit when I did and honestly, I should have done it sooner. There is nothing enjoyable about this job. 

Work-life balance
Work-life balance at CareCentrix is non existent.  They expect you to put family last.

Pay & benefits
My pay and benefits at CareCentrix are pay is good but you literally have to put up with some BS.  Benefits aren’t the best. $7000 deductible for health insurance and they only match your 401k at 50%.

Job security and advancement
In terms of job security at CareCentrix, I think zero job security.  If you mess up in the slightest, you are ridiculed, and they will get rid of you with a snap of a finger.  Literally the worst and most toxic company I have ever worked for.

Management
In general, managers at CareCentrix not trust worthy, some have no idea what they are doing.  One VP got the infrastructure VP job because her husband was the mentor of the CIO.  It’s a joke and she is so unprofessional.  Can’t put a decent sentence together, babbles and can’t understand her.  Her leadership under her doesn’t trust her.  But fall in line or she will fire you.

Culture
Collaboration with my colleagues at CareCentrix is nobody collaborates because nobody trusts each other and they like to keep their job close.  Everybody looks out for themselves.

Overall
My experience working at CareCentrix no process in place for anything. And if there is, nobody is held accountable.  If you try to change anything or make suggestions, people are threatened and will stop meeting with you or throw you off of meetings.  Don’t work here.  It’s not worth the stress.

This company dresses the job up in a nice bow and at the end of the day the job is actually pretty horrible. The training is ok but after that good luck. They send you out there to get beat up by their clients knowing you don’t have the knowledge and very minimal training to do the job. You leave discouraged and miserable EVERYDAY no matter how smart or intelligent you are. They pit you on the phones after a week or so of training and from there it’s downhill. The Management is not genuine and they make you have meetings every week on CAMERA so they can sit there and look at your misery after getting beat up all day servicing their clients. It’s just a complete disappointment. The pay is average so it’s not an income driven position. They knit pick everything and make goals impossible to reach. If you can afford to NOT work here don’t do it. It’s just smoke and mirrors and you will probably never progress unless you stroke some egos, other than that you’re just a worker. You start off thinking it’s a family and they have your back and you learn by end of training it’s just the same as other call center type positions, definitely not the experience you probably want. 1/2 of the training classes quit before the job gets  started, new hires always run for the hills. This is the kind of job you get until you get a BETTER one! Good luck you will need it.

Terrible Management. Clinical Review position is straight up production work and Carecentrix does not care about doing what is right for the patient only cares about the number of reviews that they require to be completed daily which is 17 per day. They present cases to Nurses that need to be reviewed without Clinical or screening by Coordinators. Although you work from home they micro manage every second of your day with Workforce software that counts keystrokes and monitors all calls, emails, texts and cases. The Management is infamously the worst and rightfully so. They promote based on who you know not by experience or education. Most are in Management positions that have no right being in and is validated by the high turnover and discriminatory and retaliatory behavior of Management and covered up by Human Resources. When HR turns over frequently that should tell you what kind of organization it really is. The Tampa office is the worst. Hired for set hours 830-430 and one  month in changed scgedule that reqy=uired night shifts and weekend rotations

Top Job Titles	Average Salary
Healthcare customer service representative 8 salaries reported	$23.91 per hour
Customer service representative 2 salaries reported	$27.08 per hour
Director 1 salary reported	$23.00 per hour
Supervisor 3 salaries reported	$58,667 per year
Registered nurse 3 salaries reported	$83,667 per year

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