call center representative

bilingual call center representative

retention specialist

manager

health coach

Christian Care Ministry

When it comes to work-life balance, I appreciate that we are closed Saturdays and Sundays. Most of the positions are Monday through Friday, 8am - 5pm Eastern Time with the exception of some schedules in the Call Center that may go to 9pm Eastern. Overtime hours are never required and if you are a full-time employee, then of course you are required to work 40 per week. I appreciate  that I am given the tools and technology and hardware to get the work done. The Ministry fosters a hybrid environment which means, you are allowed to work from home a day or so weekly which also helps with work-life balance. 

I love that leadership from executives down to supervisors are approachable, respectful and my recommendations are heard even if all recommendations are not implemented. In the 2 years I have been with the Ministry, I have seen many employees from many different departments be promoted which I love. I appreciate who the Ministry places a strong focus on employee engagement by creating activities, events and communication that brings employees together. The most enjoyable part is the culture. Being Christians doesn't mean we are perfect, it means we recognize we are in need of our savior Jesus. 

CCM's culture is one of kindness and compassion. In fact, the Ministry even employees several chaplains who are task with providing spiritual support to the employees. We are paid for attending Chapel service every Wednesday - where we come together and worship and hear the Word of God. Yes, the ministry has grown very quickly from a small family type to a larger Ministry so as we grow, it's important to set policies, procedures and have some deliverables met - that is the case with every organization. If we are not growing in profit, it can be a problem. 

Overall, I am very fortunate to be part of an organization where we can come together and pray, where we can speak life and hope to our internal and external customers, where compassion is paramount and where I can use my abilities and talents towards the Kingdom of God. 

My honest review for my experience has been  that this is a great place to work. I do work from home and have been with CCM for over 15 years. I have seen many changes over the years and have had to adapt in many ways to continue doing my job successfully. That is a part of life. No job is going to be perfect or give you everything you want and need. That does not exist. I feel the pay is more than fair as compared to many other comparable jobs. I am blessed to work for an organization that cares about me and my family. Many years ago when I was in crisis as a new single mom, monies were given to me to help catch up my mortgage, decided by the CEO of that time. I have had countless managers and team mates pray for me and my family. My entire team supports and cares for one another. They have showed up to help me move when my own church family would not.  My current and former managers have advocated for me and others on our teams in the dept.  There is support and help from team mates and managers to do your job well, and to be successful. You can call just about any team member and they will help you! There is always a manager to assist if yours is not. We all work together as a team, across team lines. I have been through many difficult life changes while working here and have managers call me, and chaplains reach out to me, pray for me and offer support. I also have benefits which pay for counseling services if needed. The benefits are amazing and much more than many in other similar jobs, in my opinion. There are opportunities for personal growth through chapel, small groups/Bible studies, serving our community while being paid, and personal financial wellness training. Personal health and wellness is supported, encouraged, and rewarded financially. The best part of this job is the managers and fellow employees praying together and supporting one another through difficult life challenges.  The worst part is sometimes adapting to new ways of doing things and changes that are made on what we are required to do.  I am blessed to be a part of CCM and plan to continue here until retirement. 

Typically work runs smoothly, within my own team there is strong communication. However, management throws curve-ball changes constantly, asking for new changes to be adapted to in an impossible time frame causing the rest of the ministry to scramble. THIS HAS  IMPROVED however. There is also retention only at the agent level really, the higher you make it in the Ministry the more likely you are to want to quit due to unrealistic expectations and/or your coworkers will quit for similar reasons. The culture in the ministry is very polarized as well, a lot of people are very open and kind, respectful, and very willing to counsel you in your faith when you are going through something hard. A lot of other people simply like to witch hunt - they like to dive into their coworkers personal lives in some attempt to find them guilty of some personal sin so they can be outcast. 

On the flip side, the ministry gives WONDERFUL benefits. Great pay, great compensation for time off, offers both Maternal and Paternal leave, they take care of their employees financially speaking. However, the Colorado site has significantly l less access to educational resources. Green Belt training is only offered for Florida agents, as are Toastmasters meetings, certification training, and other learning opportunities that can be greatly beneficial to corporate careers. 

On the flip side, being a Real Time Analyst is, and has been amazing. The job is fast paced but won't drown you in work, our Manager is the easiest to work with, understands issues you may have, and works side by side with us to make sure we confidently understand our tasks and future goals. As RTA's we are encouraged to expand our knowledge through hands on learning with Microsoft Excel and Access which assists us not only in our day to day work, but in almost any office job period. 

The job, as an RTA, I couldn't speak more highly of. The ministry simply needs some additional thought.

I worked at CCM for almost 5 years. The first year and a half was fine, but then I starting seeing it degrading. At first I chalked it up to the executive leadership, who were all removed and a new team was installed. But, then I noticed that the ministry itself is rotten, and it begins with their theology, or lack thereof. They may act and sound Christian, but they lack good fruit. They do have chapel every Wednesday, but it's always shallow in worship, and there's no doctrine taught. In fact, when asked about doctrine, it was laughed off by the CEO and the "spiritual director." They claim they aren't "a church" but then will do things like baptism at the beach, worship, communion, etc. They hide behind the Christian veneer and will stab you in the back if you bring up any issues. You will have a target on you if you bring up any attitude issues with management, and oh boy are there issues there! Management is stuck up and think they're always right, and even when they know they aren't right, they'll just shout you down and say they're handling the problem. Then when the problem you said would happen eventually happens, they gaslight you and pretend they never heard you say it. Document everything and protect yourself, because if you want to try to implement change, good luck, because if you have a good idea, someone might steal it! I was even told I might be a racist because I questioned why we were doing a woke diversity class. Oh yeah, and there are many within the organization that secretly support abortion. I could go on and on, but bottom line is: They do not worship the same God I do, and the members and employees pay the price for their willful ignorance. 

A very negative place to work 
1) Cyclic nature of leadership. Specifically - multiple CEO's over the years. The board decries performance and then ousts that person in favor of a "new person with new eyes." Bad leadership is retained and good leaders are abandoned.
2) Pay is about $20K lower than the community for commensurate positions. Yet, CCM can find the money for exorbitant C-suite salaries...
3) As a Christian, it really bothers me that this organization flouts its Christianity when it suits them; such as when an employee complains about pay, "Now, now...we are a ministry, after all," but, if a manager actually holds employees accountable, another astute biblical point, then that person might seriously face an investigation into their emotional intelligence quotient. If such a thing occurs, you will be guilty, without rebuttal, and will not be afforded the opportunity to assert your innocence.

Healthcare Ministry is a good idea but CCM goes about it the wrong way:
1) Members are harassed about applying for Medicare, Medicaid, drug-funded special programs, charity, etc. all under the auspices that "this is the Christian thing to do so that more money is available to help more Christians in need." Acts 2:44 is quoted. Members call and complain and are told, "Sorry, it's in our member-voted guidelines."
2) Members are leaving the ministry hand over fist and weekly this is analyzed for "how do we ensure growth outpaces attrition?"
3) Members can post their experience on FaceBook, and, depending upon the penetration of the complaint, the ministry will jump through hoops to "make it right," to keep their good standing.

Again, healthcare ministry is a great idea. Staff is bloated. C-Suite is bloated. There is a redundant site in Colorado Springs that is not needed.

Pros
Christian Care Ministry has a great product—Medi-Share—and great people working for them.
Cons
Christian Care Ministry has a slew of misogynist, misdirected, egotistical, self-centered, erratically confused leadership. Where once it represented the diversity goal of Silicon Valley—with dozens of women and minorities in positions of leadership—since the arrival of a new CEO, dozens of white males have been brought in and previous leadership demoted, and pushed out the door.
Medi-Share is still the only viable service Christian Care Ministry provides, although the delusional leadership pursues ridiculous new "verticals," willing to acquire anything marginally representative of the true mission and vision of CCM. Worst of all is the egotistical "Friends Sharing Friends," where he brings in Christian celebrities from the 90s and early 00s, that he vaguely knows from his prior empire in discount Christian publishing. It's unauthentic, self-promotional, self-glorifying, and an unnecessary forfeit of Medi-Share member's money.
Show Less
Advice to Management
Self-actualization, pursue Christ, understand the gravity of your responsibility on a domestic and global scale. The ramifications of your actions impact 650 employees, 350,000 members, and billions of non-Christians who are within the benefit of the surplus of CCM, but who are untouched by the leadership of CCM who can direct funds, people, supplies to the world vastly in need. The biggest travesty is that the Great Commission is unfulfilled by CCM. Christians helping Christians is good, but the Great Commission is undeniably more important.

All levels of leadership at this organization could benefit from improvement, as they contribute to a toxic culture.  Organizational protection is prioritized over employees’ wellbeing, as atrocious behavior that diminishes employee mental and emotional health are ignored.. The emphasis on scoring high in the Great Places to Work survey discourages honest feedback because of the direct connection to employee rewards. Women face difficulties in being taken seriously and in advancing professionally. Negative management tactics abound, including favoritism, triangulation, division, bullying, mobbing, and overworking to the point of burnout. Sadly, the organization is incongruent with its stated core values and it does not represent the words “Christian”, “care”, and “ministry” well. Working at CCM takes a toll spiritually, mentally, emotionally, physically, and professionally.

I worked for CCM for 2 1/2 years, the concept of Medi-Share is great but the experience for our members is not. They have a lot to work through and when I left a few weeks ago they're working on making processes better, but too many members were suffering during the process and were not happy with the program, I could no longer deal with unhappy members and honestly could not get behind the program any longer and therefore left the company. The pay was not good IMO nor the benefits, at times it was really hard to take time or be approved for time off. I went through several schedules that I didn't like, however my last schedule was my preferred schedule.  They tell you what the hours are so when you initially apply your schedule and can be anytime between the hours of 8am to 9pm EST. They also have a high turnover rate. The best compliment I could give is that they do care about your spiritual growth as they are a Christian organization, but the back to back calls and other things I mentioned, I would not recommend UNLESS you're just starting in the workforce and don't care about what hours you work and have no issue with lower pay. 

Overall I enjoyed working for CCM. Non-smoking facility, Christian attitude. What I didn't enjoy is their promising that they would implement a new way for the 'provider calls' (doctor offices and facilities) to no-longer be calling member services. As of September 2017 this was supposed to be phased out. It did not happen. MSR's (Member Service Reps) still take 20-50 odd provider calls daily - repeating the same script back to back phone calls. Boring. Talking with Members and assisting members with website navigation and bills is otherwise enjoyable. You are given up to 10 minutes to take notes per call however, if the average is not 45 seconds per call for the month, you are out of adherence. You also are now on a new point system .. 1 point if you call off sick, .25 points for each 2 minutes late including lunch / break time / starting time. 6 points in 6 months and if you go over, you are terminated. 2 calls every week are monitored and you are scored. If you go above and beyond, you are financially compensated.

The idea of Medi-Share and the products are amazing. The organization and leadership, however, is not. Employees are treated like disposable property. Your day is micro-managed to the minute (literally). 

There is no communication among departments or even within departments or to the representatives who actually speak to the members. 

Training is bare minimum, member service representatives are given 'just enough' to get by and yet are continually asked to do more and more because the organization is chronically understaffed. MSR's are burned out because of continually asked to put in overtime.

Processes are constantly changing. It's like they are continually throwing things up against the wall to see if it sticks. MSR's have no voice. This organization flies by the seat of its pants.

While the focus should be on serving members and providers to the absolute best in customer service, they are more concerned about how many minutes you spend in the bathroom.

It's a shame really. The concept is great, execution is horrible.

Top Job Titles	Average Salary
Call center representative 1 salary reported	$15.38 per hour
Bilingual call center representative 4 salaries reported	$17.63 per hour
Retention specialist 4 salaries reported	$18.00 per hour
Manager 3 salaries reported	$70,333 per year
Health coach 5 salaries reported	$19.00 per hour

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