medical assistant

front desk receptionist

ultrasonographer

patient representative

advanced practice provider

Chesapeake Urology Associates

During the interview process the recruiters and managers lead you on and make you believe that in spite of the metrics in place this position is fulfilling and one where you can grow. They lead you to believe that if you are a person that is passionate about helping others then it is one of the things that will help you to excel in this position and that it is ran like a doctor's office but within a call center setting. That is the furthest from the truth. Shortly after you have completed training and you are put on the floor you see their true colors, how many calls you handle per hour is what matters most, they are all about numbers. Information/processes change often, you may be trained to do things one way and if that has changed since your training you may/may not be told but your performance could be negatively impacted only for it to change again and they do not take that into consideration and remove the negative impact it had on you. Upper management micromanages and puts excessive pressure on the team managers which trickles down to the staff. Even when you are doing your best it is not highlighted but any mistake made is highlighted and you are made to feel like your job is in jeopardy. The call volume does not match staffing and they expect you to run like a machine and forget that you are a human.They completely ignore the mental health and well-being of the staff and pretend to care and understand how overwhelming the position is. Work/life balance DOES NOT exist in this company! If you have no PTO you have no other options should something arise in your life that requires your attention. There is no maternity/paternity leave benefit, you will need to enroll in short-term disability. God forbid you, your child(dren), or family member gets sick and  you have to call out that is a strike against you. How can a company's mission statement be to provide a superior customer experience but they treat their staff so poorly? The shift you work can change, you have to bid, there is no consideration for how that change can affect a schedule you JUST had a couple of weeks ago, if you do not meet the performance and do not have the tenure then you end up with the shift that's left. Your EVERY move is monitored! You are questioned about everything! There are people that walk the floor to report back to management and you could be a person that uses the restroom frequently because you drink a lot of water but they want you to "communicate" with your manager so then you are made to feel like you're better off holding it, but isn't this a urology practice? During holidays, if the company closes early, you have to decide to use PTO (if you have it) or take the time unpaid. Workplace culture does not exist in the PAC because there is no time to say more than one word to your neighbor and if you do someone is watching and assuming that you both have been out of production for too long. There is NO time to even catch your breath between calls, they are set up to roll in back to back, if you are in after call it's frowned upon and you are told it's excessive. Through the pandemic they showed very little compassion towards staff, it was basically business as usual, numbers matter THE most! If your CPH (calls per hour) is not up to par you can be written up and eventually terminated but what about the patient's needs? You can not speak to HR because they brush it off as if it's okay for the department to handle staff the way that they do. It would be best to go find a position where you'd be better appreciated.

When I first started with Chesapeake Urology,  I had hope & high aspirations. Shortly after starting, that hope & those aspirations were quickly choked out & I became extremely overwhelmed & discouraged. In my department there is unfortunately NOT an efficient training program in place & there is not adequate support. Thank God, I was blessed with some extremely patient & very helpful supervisors that helped me, otherwise I would have been gone a long time ago. The longer I stay, I've seen the atmosphere/moral spiral trecherously. The turnover rate is astounding. And the hardest part is that the director will not listen to the great management team & employees that she has. There WERE times where they promoted from within but since the reduced staffing & high turn over, she decided to hire several high ranking positions externally. The saddest part is that she has people that have been there for several years & have CONSISTENTLY shown that they are capable of more but for some reason she either doesn't see it or doesn't care. She has shown her management team & top performers that they are not worth her investing into them. She constantly makes excuses for her favorites instead of calling them to mat and holding them to the SAME level of accountability that the rest of us are held to. Several employees in my department are very frustrated, worn out & they feel extremely unappreciated.

I do not plan on staying with this company as long as the management team operates like this. Hopefully one day she will really have a heart to heart with her people & truly HEAR what they have to say. 

"Employees are a company's greatest asset - they're you're competitive advantage. You want to attract and retain the best; provide them with encouragement, stimulus, and make them feel that they are an integral part of the company's mission". - Anne M. Mulcahy

Upper Management speaks openely about other employees in front of  them. Do you have a medical condition or any type of illness? Well, do not work here. They rather you come to work dying and threaten to not pay than you take care of your health or family. This is mostly the inbound side, but on the positive side on outbound the lower management team is fantastic. New management on outbound really made a positive impact and cared for his employees. Lower management (inbound mangers) are hardworking and try everything they can to help their teams progress. Aside from this, you will be berated on the floor in front of other employees, as the center's director says you are not doing enough. Driven by numbers and truly does not care. Preaches company morale, but it is all a ploy to look good. Her followers run back and forth to gossip about other employees, while they barely do anything. You could literally take calls until your ears bleed, but nope that is still not good enough for her. During this pandemic things were not taken as seriously as they should have and really put employees at risk. Some of the other people of upper management acted like they could do inbound's job, even though they have never taken a Patient call. They love to say what you could have done better or what they can do better than you. All whilst doing nothing but running back forth gossiping, sending rude e-mails or complaining 24/7.  Please save yourself the time and keep your sanity. Work for a company who respects and values their employees. They will talk themselves up, but it just baiting.

If I could put Chesapeake Urology into words they would be deceitful, disrespectful, in humane, malicious, sneaky, insensitive, manipulative, and much more leading down the same path of description. I am unsure who is giving these outstandingly high ratings but I can almost guarantee it is someone management has twisted around their fingers. Chesapeake Urology seemed to be the perfect match upon arrival but rapidly changed to my worst nightmare. This job and it’s team of higher ups are the most money hungry corporation I’ve ever worked for( and I’ve worked for  a few high end facilities). They have no morals and no regard for humans. They care none for their patients or their employees no matter how much they preach they do. It’s sad to walk into work everyday and know that you about to be harassed, insulted, disrespected, and unappreciated! We do what we have to for our families until we can do better but I would advise that if their is ANY other option for you to succeed you consider before ever considering joining Chesapeake. I can’t speak for the actual doctors officers but inbound is NOT , I repeat NOT the place to try and accomplish anything.  They care nothing about you! You could be in bed in a hospital and they will fire you for not showing up. Your loved one could pass away and they’ll deny leave. Believe me this is not the place to be.

I worked for CUA for 3 years, and in the beginning it was a really good place to work. I never had a problems with managers or co workers, everyone seemed so supportive. Once the pandemic hit, most were able to work from home. Management raved on how production skyrocketed since most employees are working from home. They told us they hired offshore staff to help with old accounts, and they would only be around for a few weeks. Those few weeks turned into a few month, and they were really screwing up. One day we hear a rumor on this mysterious meeting, and on the group email it had members of HR attached to it. The meeting comes around the VP with her monotone  mechanical voice tells us (A/R - Billing Dept) was going to be let go effective immediately. No warning! They made it seem like they did us a favor bringing up the severance pay. We find out that we were replaced by the offshore team! They lied to us about that off shore team!  I know it was business, but that was hard situation! I would've never thought that's how my tenure at that company would end that way. I'm hearing they recently did another mass firing (I wouldn't say lay off, because lay off means they would bring you back). This company has no job security, just worry about upper management bonus! 

Chesapeake starts their new hires off as Appointment only where they only take phone calls to set up basic calls but the training is not enough for the calls. They then throw you into taking clinical calls with 5 days of training and when you make mistakes, they grade you on schedule accuracy, the way you handled the call, and overall, very strict requirements. The management decides if you are entitled to a raise and they can control your chances of raise increases by their rating on your performance. There is a lot of micromanagement. You are live monitored by multiple people who grade you on everything. Their grading does not make sense. They try to make it seem like they want you to do your best on the call but then they judge you on EVERYTHING. Definitely one of the stricter call centers I've worked for but then again, all call center jobs are graded on ridiculous things. 

What is the best part of working at the company?
Quitting was the best part of working here. 

What is the most stressful part about working at the company?
Management doesn’t listen to your concerns, they are quick to remedy situations without getting all the details. They do NOT treat patients well and will not put money out for supplies but instead will compromise care for cost! 

What is the work environment and culture like at the company?
Awful, the directors AND Human Resources do not listen to concerns, feedback and they do not know how to speak to, address or handle any employee issues, concerns or problems, thus finding themselves at the center of several lawsuits

What is a typical day like for you at the company?
Overworked, underpaid, constant shortages because they refuse to hire OR they don’t want to pay employees for the work they do. Leaving there was the BEST decision for my mental and physical health. Imagine working where your boss lies about things (even when you have proof of  lies in writing in emails, and HR decides to do nothing).

Working for this company ended up being the worst career move of my life. If you would like to be overworked,  treated like a number , micromanaged, underpaid and silenced then this is the company for you. They're money hungry and numbers is all they care about. No one cares about the patient. There is no sense of culture at this place. Lol its so funny because they bring you in as if you're "family" the CEO comes to give a powerful speech, the managers share their stories , but you will soon realize they do NOT care about the patients. You are penalized for every single thing, this place was bad for my mental health. Wouldn't touch them with a TEN FOOT POLE and the way they've treated their employees during this pandemic is sickening. 

Thee worst place ever. I don’t even know  where to begin. Management doesn’t understand job/life balance. They don’t care what’s going on in your personal life. No empathy for their  staff but want you to show empathy to the patients who verbally abuse you. They hire people to be directors and don’t they don’t know the job but want to micromanage you. There are new policies/rules every other day. You can barely request time off because they are so understaffed. Meetings after hours because they can’t pull you off the phone because of the call volume. There is no opportunity for  growth, unless you buddy buddy with upper management. It’s always extra work but don’t want to pay you extra money. This job is very stressful where you have to seek mental health.  I wouldn’t recommend this job to anyone unless they are in dire need of a job.

I like the hours and the pay is reasonable, it isn't a hassle requesting time off and I'm able to work remotely which is a plus, but there aren't enough employees to manage the call volumes, and the company is constantly expanding. Expansion is great as it implies job security, but it makes the job very taxing because the staff to patient ratio is really imbalanced, which means long hold times and irate patients. I don't understand why they keep acquiring new offices and doctors if they don't have enough staff (particularly in the call center) to meet demand. It doesn't help that management are sticklers about how many calls we take per hour, which can create an incredibly stressful atmosphere when you feel like you can't even catch your breath. Sometimes it feels like I'm supposed to be more like a robot than a human being. 

Top Job Titles	Average Salary
Medical assistant 13 salaries reported	$20.96 per hour
Front desk receptionist 12 salaries reported	$18.81 per hour
Ultrasonographer 7 salaries reported	$40.50 per hour
Patient representative 5 salaries reported	$23.60 per hour
Advanced practice provider 6 salaries reported	$112,500 per year

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