patient care coordinator

care coordinator

account executive

outbound sales representative

clinical supervisor

ChartSpan

What is the best part of working at the company?
The connections that I made with my coworkers and patients.

What is the most stressful part about working at the company?
Having to keep my monthly calls to my patients at 20 mins when the amount of work that is expected of you is more than you can fit into that window of time.

What is the work environment and culture like at the company?
Constant change, which is ok, but when extra work is added to your workload and no extra pay is given, that's a problem.  What was my favorite job and where I thought I was going to be able to stay and retire from, became my worst job ever!  In the middle of my employment with this company they switched all Patient Care Coordinators to salaried instead of hourly, which I was excited for!!!  I came to find out that, this was just a way for this company to not have to pay overtime.  You were expected to call 375+ patients a month!  Most of the time my new patients that were given to me, did not even know they signed up to be in the program, so they thought you were trying to scam them.  So trying to do all the work that is expected of you with each patient is absolutely insane!  So if you like to work 50-60 hour work weeks and only get paid for 40 this is the place to work!  And don't think that you will still get a full check if you have to take off and you do not have PTO to cover that time, that's right even though you work 50-60 hour weeks sometimes (most weeks) and you have a short week due to an emergency and you have no PTO they don't pay you salary for that week, your paid hourly!!!  So not only are you over worked, you are expected to work for free, after 40 hours!!!!!  This company is a JOKE!!!!

What is a typical day like for you at the company?
Calling as many patients as you can, and becoming a cold, unfriendly, caring person that should be calling these elderly patients.   You have to ask a list of questions, hoping that the patient gives one word answers, because you still have  to set a care plan up or update the care plan from the previous month.  And pray that they have not gone to any other Drs that the PCP needs to know about or need any refills on their RXs, because if they do you WILL go over the 20 min billable time that can be billed to Medicare, and you better believe that you will be coached or written up for going over the allotted time.

The beginning was great since it was my first remote position so I didn’t know what to expect it was exciting… then that changed quickly… I was hired by a agency and was with a big group of other employees whom were told about bonuses/ incentives and a raise within months of being employed. Soon after there was only a couple of us left feeling like we were doing all the calls and their direct hires would work our charts and get the minutes. Keep in mind their “policies” were changing every week, you do not get paid for the hours you work in a week you get paid on the minutes totaled in working in charts, which they never explained in the beginning so my checks were always short or different every week,. It was hard to get minutes since we would get told to not work charts just call, call, call which was hard since we were expected to meet a quota. It was not a great program honestly, and some patients were not even aware of being charged since the enrollment would not even go over this information. Since I basically felt like I was the enrollment person first time calling the patients. You had a limit of 20 minutes in a chart to call, document and send information to their provider. Calling 30-50 patients plus a day was exhausting and then to only have enough minutes being paid for 8 hours it was difficult. Then literally only given one week notice we were told we will be changed to PRN and they will let us know when they will need us which they said it would probably just be toward the last week of the month. So go from working everyday 38-40hrs a week to not getting a check and not working put me and family in a stressful situation, when I was told this job would  last a minimum of a year to 3-5 years, that was a lie! If they would have mentioned it was only going to last 4 months I would have not taken this position at all! Horrible first time remote position… 

Overworked and underpaid. You're expected to do and remember way too much for one human being in this position. They expect you to be a robot solely for metrics sake and you end up not spending nearly enough time with the patient, and if you do you get dinged for it in your metrics. They claim it's all about the patient and it really is not at all. 20 minutes is not enough time for most of the patients to get the amount of information the company expects. Claims to be a helpful and successful program and it is not at all what it appears to be. Poor communication from leadership with employees, no structure whatsoever, training was not nearly informative enough and the "nesting" period was a joke. 2 days to shadow and practice with someone else and then you're on your own, and good luck ever getting your questions answered in a timely manner. You get penalized and reprimanded for the smallest things you never even knew were possible. The quality assurance team is a joke, they can't even agree on the same standards of how to use the grading rubric and each person will give you different criticisms that were not an issue with another auditor. Not to mention it's almost impossible to ever be sick or have something emergent in your personal life. They will give you "points" that do not automatically fall off. You have to earn them back, and they fail to mention that there will be times you won't be able to because the "win back" opportunities are not available. It is a very stressful job that you will mentally burn out of quick. Joke of a company who claims to care about their patients and employees, and it really is sad the work they're pretending to be doing. Don't wast your time and effort on this company.

I started this job six months ago and was excited about all the promises and room for advancement. What I did not know was the promises came with “catches” and were not all they made them out to be! Annual compensation was quoted at $40k - $60k for the enrollment department — this was NOT the case. Base starts at $12 per hour (or $24,960 annually) and my commission averaged at $500 per month. They make promises and quote much larger than average commission. I was one of the top sales people with an average close rate over 30% (first level expectations are only at 12%) and yet my commissions were only at $500 average monthly.
Other things to consider about this company:
• NO paid holidays
• You can only advance 1 level per each 3 months (2 levels of advancement available)
• “Connected calls” and close rates are based on if you reach the actual patient AND if anyone else answers the call - even if it’s not the patient that also counts against your close rates
• Outbound calls to elderly patients who may or may not understand the cost of the program to them
• Inconsistency in assigned practices and who gets to call the “new patients”
• Calling the same patient in excess of 20 times with only a 3 day cooldown between calls
• They have monthly HR events (like birthday bash, fun treats and games) which is a plus BUT in the C&E department you have to choose between attending the event or taking your break - you are not allowed to do both
• No 401(k) match or company contribution 
• Low commission rates (company bills $42 on average for each enrollment per month) your commission is less than 5% of that - just once (no matter how many months the patient ends up being billed for) In other words commission is only $2 per enrollment. Average enrollment is 5 per day.

Even after being laid off the following is an email sent to upper management with no benefit to myself. This is a wonderful place with wonderful people and an unmatched culture. 

“ I in no way feel slighted or any negativity towards ChartSpan. I am in no way qualified nor do I envy making budgeting decisions that will impact people. I know without a doubt the decisions are not made without fervent number crunching and consideration.   

The culture you all have built is absolutely unmatched anywhere I have worked! During training that was a huge point I made to the new hires.  It’s easy to work and work well when you are valued and you all go above and beyond to show that. 

Management from ownership to team leads is what makes ChartSpan grow as rapidly as it has. Attitude reflects leadership.  I know I’m not the only employee who is/was grateful to wake up and look forward to their workday.  

I just wanted you to know from someone who could be angry and upset that you all are making ChartSpan the success that it is by the atmosphere you provide your employees. I’m not sure if the operations team and/or even other corporate departments hear that enough. The culture you are going for is the culture that you are producing. Regardless, of the future my overall ChartSpan experience was fantastic. The positive months far surpassed any brief negative moments.  

Thank you for providing a positive environment where you take care of people so that they can take care of others!”

I worked here for almost 5 years. I've been with the company through major changes and ups and downs. However, the work environment (even remotely) was better than anything I had ever experienced. The people I worked with each day were great. It was lovely to feel like I was making a difference in someone's life each day I worked. The issue I had overall, is that changes were made constantly. I was being micromanaged on every detail to meet requirements for a chance at a bonus each month. The bonus option was nice, but the overall pay for the increase in work was too low. Whenever the question was brought up about consistent raises based on performance, employees were told to apply for a level up. That's fine, but where I was placed, there was only one more level up to go and it was only a difference of $1 in pay, but the requirements to keep that level were doubled. I don't think the company offers fair pay based on performance at all. I had great metrics each month, I should have earned consistent, incremental raises based on this, but that was never going to happen. It also leads to someone else who met minimum requirements, but maybe were not on the same level as me, making the same amount of pay for less work output. Ultimately, I was laid off with several others without warning or explanation. I think the company really struggles to communicate when things are not going well and does not know how to manage employees properly. I wish them well going forward, but I was not pleased by several things internally and felt like I was heard, but never acknowledged. 

ChartSpan is an amazing company! It is exactly what I signed up for when I applied. 

Community, Family-Oriented, Happy, Open-Minded and Diverse Work Culture. Although we are remote, we have an internal Social Network that allows us to share our personal & professional lives with one another which is really important to me personally. Literally people from all walks of life.

Great benefits. Great pay structure. Attainable performance based raise and bonus structures. 

We have outstanding Management. Everyone takes pride in their position and does them VERY well. They train from experience. I love the open style of communication, it is something I stated was very important to me in my interviews and that is exactly what you get at ChartSpan. CS is very transparent with their staff and their clients. If there is an issue, you will know immediately so that it can be fixed. You always know where you stand. An honest culture is huge to me.

I feel like all expectations are made very clear from the very beginning. The training process is thorough and detailed. Management/Team Members are always available to help you or just talk to you in general. Everyone is super nice. You never feel like you’re being micro-managed or setup for failure. It’s clear that they not only want us to succeed but they want us to be happy and feel appreciated. 

ChartSpan checked all of my boxes from the very beginning and they still do.  I love what we do for clients, patients and the healthcare world as a whole. 

I feel really blessed to have stumbled upon this company. I look forward to a long, fulfilling and successful career at ChartSpan. 

I  worked for this company for over a year,   starting it can be overwhelming  because there is a lot of information to remember but once you get the hang of it, it is really easy. I did outbound. Great work environment overall, I was scared of feeling completely left alone but my peers and supervisors were there to assist with any questions. They are very inclusive and i really like that. BUT Metrics are weird and it is not the same treatment for bilingual patients or coordinators. Now the down side, NO HOLIDAY PAY. So  you CAN be off for Christmas but you won't get paid so you can bet your butt your paychecks for december and november are short! They only pay for two holidays!  Attendance policy is kind of dumb because you have PTO but you are not allowed to use it when you want you have to request it a week before so in case of an emergency you can't really request it. Also if you do not use your PTO  it rolls over but HERE IS THE CATCH not all of it so even if you have 80 hours of pto only 60 roll over.  You sometimes have the ability to make up time but only when it is available. Also the treatment for bilingual reps is not the same. As the calls are not the same tbh they should be getting paid more for all they do. 

I worked at a call center contracted through ChartSpa , this is the worst company I have ever worked for. I had constant communication with ChartSpan management. They do not care about their staff. They only care about numbers. They are money hungry. They failed to pay their bill with us and the contract eventually dissipated. They do nothing to help patients this is a huge scam! I am unsure of how they conned Medicare into partnering with them. ChartSpan management was rude and degrading to its employees. On numerous occasions I heard them bad mouthing employees. They tore calls apart and took a good quality call and stripped it down into nothingness. They are far to harsh on their employees and expect more then what they can even offer. NONE of management has any experience talking with patients and are terrible teachers because of this. This whole company is a joke. There is absolutely no need to have any training because you aren't allowed to give any advice. You cant tell someone with life threatening symptoms to seek medical attention. If you did accidentally do so then your job was threatened. Absolutely the worst company to ever work for. The only plus I got out of this is that I made some amazing friends (none of which were from corporate).

In my average day, I come in and start making phone calls and work medical charts to the minimum time. Its almost like a game to see how many you can get done. You can even save some work for later in the day so you can leave on time and have an easy later half-a-day. Our breaks and lunch are also flexible and we can take them whenever we want.

The only downside is that unpaid time off is hard to earn (1.5r hours every 2 weeks after 3 months of employment) and you lose everything (max of 40 hours) after a year, having to earn it all back. This leaves about a 2-3 month gap before you can call out sick or deal with an emergency. HR is working on this now, but it is frusturating.

There is also no unlimited PTO you can earn and full time is capped at 60 (only 20 hours can roll over in a 6 month period) and part time has 20.

The work culture is good with management encouraging breaks and rest. And the remote aspect makes the job even better! There is a lot of flexibility when make-up time is approved (so you can work back hours you miss). There are also gift cards for performing well and gift cards as prizes for games!

Overall, its the best job I have had and I've been at the company for about 6 months now. I very much love it despite its faults.

Top Job Titles	Average Salary
Patient care coordinator 4 salaries reported	$16.13 per hour
Care coordinator 5 salaries reported	$18.93 per hour
Account executive 4 salaries reported	$85,000 per year
Outbound sales representative 3 salaries reported	$16.42 per hour
Clinical supervisor 2 salaries reported	$58,500 per year

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