engagement specialist

registered nurse

customer service representative

healthcare customer service representative

health care advisor

Carenet Health

My first red flag should have been when the pay rate was not what I was told it would be in my interview.   This company is unorganized, not reliable to their own policies and training and the management, especially upper management, is horrible.  They talk about a great work environment and home/work balance and how great management is and it is all lies.

Initially you are told that you have to attend 100% of the training.  That I did, was on time, finished everything no issues.  During this training, you are told things like if your internet goes out as long as you can screenshot from your provider that the service is down you will not have any problems or get points.  The training itself was lackluster because the actual work environment is nothing really like what you do in training.  What you train on is outdated, the techniques they teach you aren't even done in the live environment, and the information and rules taught were often contradictory.

After training you go into precepting for two days. During precepting it came up that I had to take my nephews we have custody of for their school orientation to a  new school.  I asked my preceptor and she spoke with management who said it would be find for me to log off and take two hours and come back.  It would just result in me getting a point. However that would be ok because the 1st was the next day and the point system reset.  So cool, good deal I'm covered. I did that and came back to my shift.  Let me add here a fellow class mate that was precepting with me had an emergency and left a little over mid shift and did not  return until  the next day.   The next day I logged on and it had been storming all up and down the southern part of the country so about 2 hours into my shift my internet went down.  I followed procedure when I found out it was a major outage. This had been happening to many of us all week, even the trainers.  I emailed everyone I was supposed to and called the attendance line as I was supposed to.  I sent them an update every 2 hours with the updated screenshots on my service which did not come back up until way after my shift.   I was off that next day, came in Sunday to my shift.  I couldn't log on to my computer and spent 30 mins with tech support because he had to update my system and reset all my passwords.  I worked the next day after that, was off Tuesday and when I log in on Wednesday I am called directly into a meeting with my supervisor and manager.  I am told that I was over my points and they would have to terminate me.  I asked how when I only got points on the 31st and they reset the next day.  Even then that was the only point I had.  I was told I got points for my two hours, the day my internet went down and I was accused of calling out another day.  I corrected them that I had not called out any other day, because I had not.  The manager was nonchalant and off-putting stating well oh she must be wrong about that one.  I then asked how did I get points for my internet going down.  That is something I could not control and I followed procedure.  She stated that didn't matter.  I then stated that we were told in training that if we documented and followed procedure that we would not have any issues in cases where the provider had issues with the service.  Then all of a sudden the reason changed to oh you weren't in 100% of the training.  Yes I was. We were told we were done and we were now in precepting which we were.  So then she tried to come up with another excuse and I just simply said ok forget it, conversation over because obviously someone is lying for whatever reason. You have no just reason to terminate me.

I then emailed the higher management who so excitedly told us the last day of training if we ever have any problems just message her. She is over the workforce and she is there to help.  I explained everything to her.  Do you think she even replied to me.  NO!  
I guess it had something to do with me asking how can I be terminated but someone in my same class all the way through to precepting with me...left half of shift during precepting AND, get this, walked off her shift two days later because she didn't have any help and got overwhelmed because no one would help her when she had questions.  Yes, logged off and left her shift with no warning, told no one.  Guess who still works for the company?   She does.  So I imagine a lot of my nonresponse was because I addressed the inconsistencies in what we are being trained that we all were complaining about it, and requested an explanation of how someone who left during precepting half a shift and two days later abandoned their position is still employed and I am not.  

It's odd but there's no "there has to be more to the story." This is it plain and simple.  I have screen shots of my time to show I was never late, never called out and have the messages approving my taking the two hours and my frequent emails when my internet went down.

Carenet is a joke. I've worked from home for years and have never dealt with such. The unprofessionalism is unbelievable and the make up of the company is horrible.  Don't be fooled by the people that are put in place to pretend to hype up the company like it's great and they've been there for years, etc.  It's all the ones that are telling you the false narratives then when it comes to acting upon the rules and regulations they throw who they want under the bus!!   BEWARE!!

Save yourself the trouble. Carenet has only been in Albuquerque for one year. However, the parent company in San Antonio, TX has been in operation for several years. When I was initially hired, I was given this sermon about all Carenet offered to me as an employee. I know that all companies try to upsell to potential employees but this company does an excellent job at the bs. The majority of every employee in ABQ, is new and so the standard answer to any question is "I don't know how to do that"  or "I don't know. Let me ask" and then you never hear anything else. When I was initially hired, I was not told that this was for a call center position. The reasoning? Carenet does not consider this call center but patient-centered service. IT'S THE SAME THING. I was given my hourly salary which I was ok with. 6 weeks later, on the first day of training, I find out that's not quite the case. You receive your base pay and then an extra $1 per hour for perfect attendance. When I asked why, the answer I got was "Well, that's the way San Antonio does it". Great explanation, right? No theory as to WHY it's done that way. If you do not have a perfect attendance record each month, you only make the base pay - no incentive for you. That can calculate in a huge chunk deducted from your check. Once you are eligible for benefits after 90 days, you realize how bad it really is. Employee only insurance deduction for a mid-range plan with still fairly high deductable and copay is approximately $115 per month! They are already paying as low as possible and then want to deduct a portion of that out for insurance. My team only has about 20 employees but not one person speaks to another. This is a call center but all you hear are employees on phones with patients. There is no camaraderie as projected in job listings. As a patient representative, you are required to interact with medical staff such as RN's and LVN's for the good of the patient. The attitude toward the call center staff from other employees is degrading. They go out of their way to be rude and condescending. Management could care less. No use in saying anything because you are then questioned about your attitude and if you are exaggerating or trying to create trouble. One thing they will not tell you unless you ask is they will never give you a raise. The amount that you are hired at is what you will make for the rest of your tenure there. Instead of raises, they give "incentives". You were always on time, get $1 per hour, you met your production goals, you get a water bottle. Once in a while, they will buy lunch but even that is rare. Not one member of management supports you in any way. All upper management is in Texas and you can forget any help from them. The top of the group will not respond to emails or calls unless she thinks she has a mistake that you made and she can't respond to you fast enough. She actually gloats when she finds an error in your work. There is a dress code but each manager picks and chooses who has to follow it. The only time you are "allowed" off of the phones in an entire day is less than an hour. 2 10 minutes breaks and 1 30 minute lunch. Because of "coverage", they usually schedule your first break and your lunch about 30 minutes apart very early in your shift. Then you have your 2nd, and last break, about 3 hours after that but still 2-4 hours from your off time and you aren't able to take another break. Nothing about this company employee-friendly. If you are wanting a job to get you through while you are in school you would probably be okay but if you are looking for something permanent and secure, you should keep walking.  The work is very detailed and precise but enjoyable. The patients make it worthwhile but the staff that you are supposed to be working in conjunction with makes the job environment unpleasant and very hostile. Management does not accept accountability for anything

Carenet has so many disorganized campaign projects. They'll send you home if there's no more work available. This is if you're on an engagement team, which means you're cold calling members typically to let them know about their health plan. Relaxed environment, so much I have been bullied and verbally harassed by 2 different coworkers on 2 different occasions. Carenet's HR(People Services-not that nice) handled both very poorly. Don't expect your management to actually care about you; there's so much favoritism, you will be treated unfairly like I was. It is hard to get fired here, to say the least. Yes, the Woodstone location/headquarters had a positive case of COVID-19. They didn't work hard enough to get us to work from home on time. I sat less than a foot away from my coworkers before they finally had us socially distance at work. Carenet as of May 2020 claims on their employee website and to their employees they would be checking temperatures before entering the building. THAT IS A LIE. It's been nearly 2 months and we still don't have a thermometer. With all the money our CEO John Erwin makes, he can't buy us one thermometer? They slap a wristband on you and say you're good to go. Working from home you'll find many technical difficulties because Carenet hardly knows what they're doing when they send people to Work At Home. 

Dependent upon the program you're hired for, you will be overworked and underpaid. We formerly had a program, Sharecare, we should have been paid $15 an hour for doing tech support, instead of $11 an hour that Carenet pays, this is because we worked for Sharecare as a BPO. Most employees $11 is base pay and there's a $1 attendance incentive. You can only miss 8 hours out of the 160 hours you've worked that month, if you want to get your schedule bonus, but you can only receive it 3 months later! If one program doesn't have hours you have to get to know other managers and ask them if you can work for their programs, and make these "connections". 
Carenet is pouring all their money into renovations right now instead of paying their employees a living wage!! If you are "promoted" to a floor walker/ Point of Contact you will not receive a raise despite taking on more managerial responsibilities. You may end up simply working more hours. Most of my coworkers I met that have been there for years would mention how Carenet used to do "this" and "that", yet we don't see anymore of those niceties. Seems like Carenet used to be great maybe 3-4 years ago before they lost their CVS program. I was the only person left from my training class of about 25 people from late 2018, like many others. Poor morale and high turnover. 30 minute lunch, two 15 minute breaks. You can make as many as 400 outbound calls a day.

If anything good, they're very lenient with attendance (because they never fire people) and provide accommodations. They offer BCBS, but the cheapest plan is a high deductible - $6,500 and a coupon website. 
If this is your first call center then its a means to get your foot in the door, but not somewhere you'll want to grow. I am not exaggerating these details. I have been here almost 2 years. From many others I have learned that there are better call centers and Carenet operates poorly compared to others. Hopefully this review helps your decision


The team and management are good, but nothing really stands out about the company itself.

Training felt rushed. It was only 5 days, and 3–4 of those days were spent troubleshooting technical issues. Despite the delays, we were still expected to get on the phones by Day 5. During training, management constantly repeated that this job is important and that “you are saving lives,” but once calls actually started, that message seemed to disappear.

The job looks easy because scripts are already loaded into the system, but in my experience it became mentally draining very quickly. I was told the role involved discussing health plans and scheduling appointments, but the role felt much more sales-oriented than expected. Employees are encouraged to overcome objections and “master rebuttals” instead of simply accepting “no” from members.

The call volume is extremely high. Most days involve over 200 calls, mostly voicemails, hang-ups, or people assuming the calls are scams. If someone is interested, the process can still be frustrating because the system is very linear and some actions cannot easily be reversed if the member changes their mind. You also cannot leave notes on accounts, which sometimes makes calls more difficult.

Metrics are heavily monitored. Appointment cancellations, call times, after-call work, and “valid contacts” all affect performance numbers. Even technical issues or spending time trying to document something important can negatively impact metrics.

The micromanagement was one of the hardest parts for me. One time, the system automatically placed me in ACW while three different people started messaging me at the same time about a technical issue. I had to respond, send screenshots, and stay on the phone all at once. The next day, one of those same people told me to “please make sure to troubleshoot quickly for calls,” even though I was already trying to handle multiple requests at the same time while keeping up with metrics.

The company also expects employees to engage in team chat regularly, but there is very little time to do so without impacting performance numbers. Even short periods in after-call work can affect metrics.

Many coworkers openly expressed feeling exhausted, overwhelmed, or burned out in team chats. For me personally, the environment became stressful due to the constant pressure to meet numbers throughout the day.

Fast-paced and heavily focused on metrics. Most of the day is spent taking back-to-back calls. Performance numbers are regularly discussed in team chat, and employees are expected to stay productive throughout the shift even during technical difficulties.

A typical day involved making hundreds of outbound calls, leaving voicemails, handling objections, and attempting to schedule appointments. There was constant pressure to keep metrics low while increasing appointments. Even on days that felt productive, it still often felt difficult to meet expectations.

Working for Carenet was a horrific experience from the start. To begin, they lie about the pay you will receive to get you in the door and until recently, new hires had to travel to San Antonio and stay for nearly one month away from family for training.  Which, if you don't stay at least one year with them you have to pay back all travel expenses. Not only that, you end up getting a much lower initial hourly rate than informed/ expected and not enough hours to survive on. Plus, upon hire you are required to purchase many things including a new computer if yours is not up to par and other costly office equipment such as a shredder, fire extinguisher, scanner, printer and similar nonsense you will not need or use.  A typical day consisted of rude supervisors and incompetent clinical executives micromanaging your every move, monitoring and critiquing your every word, and non-stop triage calls with no breaks in between.  Most importantly, they teach you what to do then slap your face for doing it.  Likewise, management approach was subpar and team leads were a joke. They promote the inexperienced team leads to managerial positions  very quickly and without merit simply due to little or no interest from the more competent/qualified nurses and do so in a very unprofessional manner.   Additionally, experiencing frequent interruptions due to instant messages or technical glitches, staying late or being forced to leave early was quite frustrating. While I thoroughly enjoyed the work, the patients, and my co-workers, I was miserable there due to inconsistent managerial tactics, non-use/ enforcement of policy, poor pay, no raises or benefits, late hours, technological issues, and frequent unnecessary annoyances.  Further, the upper management severely lacks professionalism and is not equipped with the appropriate educational background to manage effectively. Therefore, they constantly lose employees and force people out due to intolerable working conditions unnecessary and uncalled for criticism. Professionals are not allowed to operate autonomously and cannot give advice unless "approved" by management who pick and choose what they will allow according to their limited clinical knowledge base and professional training/experience.  Sadly, I learned that working here was not for me, how to keep quiet, and pacify grown women. Nonetheless, the experience motivated me to seek employment elsewhere and never look back.

Leadership in the triage area is by far poor at best. Targets move constantly. A managers negative/belittling talk about an employee was seen on a trainers desk top; highly unprofessional. Negativity is prevalent in most of the leadership. Nearly all the good managers have left.
It is all about the Bottom Line... making the company $$$$$$.  It is high sugar candy coated slop that they expect the ignorant to just nod and agree and move along like a good little nurse. Professional RNs are micromanaged like they are 2. There REALLY are no raises. Yes, there is a bonus'.... IF you meet the ever changing target. If they pay out too much, they change the standard. Calls that were 10 min to be in range now are 7. That will really help the bottom line... for the company. A whole new way to budget that I've never seen and cannot believe it actually exists. 
Health insurance, and benefits?  A joke.  For a company that works with insurance companies, it is down right shameful. Super high deductables, super high premiums. Seriously might be better off without it, or maybe that is what leadership would like?  Yes, this is not rocket science ladies and gentlemen.
Morale is low, because of the constant knit picking every little detail of every call. Document more, document less. Do more surveys, but cut your call time. How about a requirement of 3.5 calls per hour, yet call time should be < 7 min. How does that work? Ask EVERY single question even if you know it is not applicable for your caller and get penalized for it. Then on the next call be penalized for not using your critical thinking skills.  This RN, is impossible to put together. Sure, others do it they tell you. Yet everyone you speak with says the same thing. No one seems to know who that 1 person in how many nurses is doing it right? Unicorns. If you do hit the target once, good for you. now the target is somewhere else that is now a secret calculation that no one knows.
IF you want to be treated like a child instead of a professional. If you never want a raise. No health insurance. If you want someone to criticize your performance on a regular basis. If you want to work holidays and get paid for VERY few of the holidays in a given year. If you want to feel like you don't know anything. If you want to be miserable please do apply for their positions. You will find out like those of us who have left  already know.
They will just keep hiring more... and more.

This was one of the most frustrating WFH jobs I’ve ever had. I was hired as a radiology scheduler, but due to over-hiring, I was abruptly reassigned to a completely different role (Engagement Specialist - outbound calls). That was the first red flag.

Training was another disaster. On the first day, the original trainer left the Zoom call after about 30 minutes, leaving us waiting for another 30 minutes before a different trainer joined. Day two didn’t go much better—training couldn’t continue because the company hadn’t sent out equipment beforehand. For the first day, we were required to use our own personal devices. By Monday (the second official day of training), some people still hadn’t received their equipment.

When training finally resumed, it was poorly organized. The trainer merely read through modules and slideshows with minimal interactive learning. We only had about 30 minutes per day for three days to role-play and practice, which was far from adequate preparation for the actual job.

Once we started the job, the real issues began. Despite exceeding the metric of scheduling at least 24 appointments per workday, I was placed on a PIP (Performance Improvement Plan) for not spending enough time on calls. This was baffling since the calls involved straightforward tasks like verifying DOB, zip code, address, and contact information, followed by scheduling a time—tasks that simply didn’t take long. Strangely, less than a week later, I was taken off the PIP without any explanation.

The micromanagement was extreme. Managers were quick to reprimand if you didn’t adhere strictly to scheduled breaks. If you were a few minutes late due to a call, it didn’t matter—you’d get written up. Spending an extra minute in follow-up to finish up a task? Also a problem. You couldn’t step away from your desk for more than a few minutes without being required to clock out.

Lunch breaks were another sore point. They were inconsistent, sometimes scheduled as early as 10 AM and other times as late as 3 PM, with no rhyme or reason.

Also, you can't have any time off for the first 90 days (100% attendance required) and you also don't get insurance for the first 90 days...what a joke. 

My experience with Carenet Healthcare ended in one of the most unprofessional and disheartening ways I’ve ever encountered in a workplace. After dedicating my time and effort to the company, I was abruptly terminated with little explanation and no meaningful opportunity to discuss or address the situation. And it came after I reported a manager to upper management for being a bully when it came to asking for assistance and not responding to me. Three days later I was terminated.

Throughout my employment, I genuinely tried to meet expectations and follow protocols, but communication from leadership was inconsistent and often confusing. The management team frequently changed priorities, leaving employees uncertain about what was expected of them from one week to the next. Despite bringing up these concerns, there was little to no support or constructive feedback — just vague comments and an overall lack of transparency.

When my termination occurred, it felt rushed and poorly handled. There was no clear reason provided, and it seemed like a decision made without considering my performance or contributions. The process lacked professionalism and empathy, and HR offered no meaningful explanation or assistance. It felt as though employees were easily replaceable, regardless of their commitment or time with the company.

Carenet often presents itself as an organization that values compassion and care, but internally, that culture is not reflected in how employees are treated. The constant pressure, lack of communication, and abrupt staffing changes make it a stressful environment. It’s disappointing to see a healthcare company that claims to care for others show so little care for its own people.

I hope Carenet reevaluates how it handles employee relations, especially regarding terminations and internal communication. No one deserves to feel blindsided or dismissed without fairness or respect. Based on my experience, I cannot recommend Carenet Healthcare as a supportive or stable place to work.

I would recommend this job if you are used to working in a call center and sitting for long periods of time doing repetitive work, if you are pretty good at navigating a computer, if you have some type of medical/insurance background knowledge, and if you genuinely enjoy talking to people. The company has different programs available at different times of year, so they will move you around a few times throughout the year depending on the call volume.

The manager, leads, trainers, and my coworkers were amazing individuals. I didn't work there for long which was unfortunate because it was a relatively easy job and relaxed environment. My program was open enrollment, so we had all sorts of people calling for all sorts of issues. There are no assigned seats, leads walk around ready to help you when you need it, and will take over your call if everything goes horrifically wrong which I've only seen happen once. There is a manual they encourage you to use that literally tells you STEP-BY-STEP what to do, the difficult part is problem-solving and figuring out where exactly something went wrong with a claim or whatever the issue is. The most stressful parts of the job were the hours and the calls. You only get a 30 minute lunch and two 10 minute breaks which doesn't give you enough time to de-stress between difficult calls. Some of the callers will be overwhelmingly irate, call you incompetent because they can't get what they want due to a policy/rule and you just have to keep reminding yourself everyday that they aren't mad at you but at the system or doctor's office.

You will never get a raise.  They don't give raises.  Matter of fact if you get transferred to another project there is a good chance you will get a pay decrease if that project pays less.  Don't expect any help from the Managers if you need help with a call or have an irate Customer that is insistent on talking to a Supervisor.  They refuse to take the call and throw you to the wolves with out an explanation.  This has happened way more than once with more than one manager.  They will tell you to get someone on the floor who is not on a call and tell them to play like they are the supervisor.  Majority of the time you are ignored.  If you have a work related issue they will either completely ignore you or will tell you they will look into it and never get back to you.  When it comes to coaching, There is no QA department like other professional companies do.  Each manager monitors their own team.  When you are doing good they don't tell you anything.  But when you make a mistake they are very quick to jump down your case about it.  So any coaching session given at any time will go something like this.  You did this and this wrong you cant do this or that or say this or that.  Not a word of positive reinforcement or comments about what you did right. Unless you have your nose up management's rear and be there to tell them what a great job they are doing and how much of a great manager they are you will never get promoted.  They will jump your case for being on third party websites while they sit there and do their shopping online.  I have personally seen this.  So if you like being treated like a back woods inbred, made to feel that your not worth anything, never delivering on the promises they make you and being thrown to the wolves when a customer has a legitimate issue then this is definitely the place to work for you.

Top Job Titles	Average Salary
Engagement specialist 7 salaries reported	$15.00 per hour
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Customer service representative 1 salary reported	$22.00 per hour
Healthcare customer service representative 5 salaries reported	$18.50 per hour
Health care advisor 4 salaries reported	$24.50 per hour

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