patient access representative

patient accounts representative

patient access representative ii

business analyst

director

Conifer Health Solutions

I came to this job for the opportunity to work directly with patients and help people.  Nothing could be further from the truth.  You will not, in any way, help anyone except Conifer.  For all the hype about caring for patients and putting them first, what Conifer puts first is money, money, money. Not your money - you will be underpaid. Raises are a joke, and you will not ever receive fair salary reviews no matter how long you are there.  Worse, this is a high stress, high volume, fast paced environment in which you have no time to complete your work and constant pounding for not doing so if you don't.  

The management is inconsistent, petty, under-trained, unprofessional and constantly changes expectations.  Communication is horrible and usually limited to semi-comprehensible emails about process changes that make little to no sense and are not fully explained.  Management here has been so horrible, managers have been known to scream, literally scream, at employees in crowded patient areas, with no regard to proper behavior in a professional environment and no regard to the impact that makes on the shocked, horrified customers.

The high turnover rate applies to the employees this behavior constantly drives off as well.  There is no appreciation for long term loyalty and no appreciation for people who have put real time and effort into their job.  The workplace is under-staffed constantly and the management does not seem to be able to make a balanced, consistent schedule from week to week.

There is no training program and management doesn't care.  People are thrown into their jobs with poor and incomplete training from whoever is around, everyone explains things a different way, and the environments is so toxic and cutthroat that everyone feels like they have to constantly fight to either keep their secrets or stay a manager's favorite or get constantly dumped on. Some managers have played favorites and given out extra shifts and promotions to whomever stroked their egos with no consideration of tenure or ability, and there is no support from upper company management to speak of.
 
Every shift you go to work will find one to three coworkers either complaining, in tears, or involved in an all day he said she said ongoing fight.  I have never seen a less professional environment in my life.  You will constantly hear coworkers saying all they want to do is quit.

It's a nasty, toxic, vicious environment that will leave you stressed out and miserable.  

Work ANYWHERE else - you'd be happier collecting garbage or mopping floors. This place should be avoided at all costs.

What I liked about this job is that it was remote work so I could work from home, my co-workers were fun to talk to, and I got decent benefits like a 401k and insurance (among others). What I don't like is how overwhelming the workload and expectations were, the micromanagement, unhelpful leadership, lack of training, and lack of improvement. We were expected to complete around twice as much work as we could usually do. Lengthy phone calls hindered our speed but this was not taken into account when leadership set their expectations for us. Leadership frequently changed our routine for working individual patient accounts by adding extra steps. It felt like every change they made was intended to make things as difficult as possible for us. Their expectations were overwhelming and many of us had difficulties meeting them. We were constantly falling behind because we simply didn't have enough people on our team and higher-ups expected us to be able to do everything like robots. Leadership breathed down our necks. Higher-ups were sending reminders multiple times a day to do the same basic thing we already tried to do everyday and they framed them as pep talks which felt patronizing. Barely responded to emails. If I finished up a phone call, I could be in disposition status for 10 seconds before someone from leadership messaged me to put myself back on available even when I was still finishing up notes. I was almost constantly asked what I was doing or whether I read some generic email that was sent out. Multiple team members have voiced concerns about the difficulty of meeting production each day multiple times and nothing was being done. Leadership simply acted like we were not trying hard enough. We have received negative feedback from the new auditing team on things we never did or for doing things we were instructed to do only for our disputes to be ignored and rejected. We had received complaints from doctors' offices because of another department's errors. When a few of us were new, training was very minimal. We only had 2 training sessions at most before we were put on the computers. We barely knew what to do and our requests for more training were practically ignored so we had to teach ourselves. It took a long time for new people to be given access to all the online resources they need for their daily work routine. Many problems that could have easily been solved had they hired more people to our team but instead they laid off many and piled on the responsibilities. The pay was decent but not enough.

I left one Conifer location due to poor management and complete chaos and transferred to another location. I left the first location because several complaints were made by employees and patients about the direct supervisor over the emergency room department and nothing was ever done to address it. The direct supervisor chose favorites (I was one of them) and was completely unprofessional towards patients and employees. She treated us as we were all a friend group instead of a boss to employee relationship. I, personally, went above her to have her behavior addressed and I was told by her supervisor that she agrees with me and wishes so badly to demote or fire her, but can't. I never understood why. 

So I transferred out to a different location and the grass was so much greener. The entire work culture was great, the team worked well together, we were one of the highest collecting emergency room departments, the job was going so well. Until the supervisor at the time took another job. A woman was hired to take the position of patient access supervisor who had never had any experience in patient access. Our own team lead applied for the position and was denied. We've had our new supervisor for 5 months now and she still couldn't do a registration if her life depended on it. She immediately came in changing schedules that employees have had for years, changing policies and procedures, and changing our daily flow when there was nothing wrong with any of those things to begin with. Instead of addressing issues that have been repeatedly been brought to her, she chooses to change how petty things are done. It's been an incredibly rough 5 months with our team. We feel that her goal is to weed everyone out so that she can hire new emploees from her previous job, as she's already started to do. 

It just goes to show, it's not WHAT you know, it's WHO you know. 

Our job is threatened, nearly monthly, if we don't collect enough money from patients. Especially in the emergency room. I don't understand - Hospitals want to enforce the EMTALLA act, which means that registration cannot ask for any type of payment from patients until they have been seen and stabilized by a physician, but want to "crack down" on us for not collecting copays out of these patients who know that they will be treated whether they pay or not. The expectaiton is insane, Conifer has us gouging money out of people. 

Leadership is completely absent. I have not seen my supervisor step foot in the emergency room.

I was newly hired as a clinical appeals nurse in April of 2020. I spent multiple months training and adapting to their companies policy and requirements that were changing daily. Every time I began to feel confident in my job position, a new change would come about making it nearly impossible to keep up. During the next 8 months of working with the company, they hired atleast ten new clinical appeals nurses but the team was scratching their heads as to why, considering the lack of patient accounts available to work. There was absolutely no explanation as to why they were continuing to hire new employees when work was lacking for their current employees. Management would brush it off and unable to answer any questions. When I was first hired, flexibility was wonderful with this company. Shortly after training, flexibility changed to working 8am-5pm with required punch in/out. PTO was generous but another new rule in place was all PTO needs to be used by the end of the year with no roll over time. Productivity was to work 11 accounts per day. Some days were better than others. On average, I was writing a minimum of 7 lengthy clinical appeals per day. There was also an “off-shore team” located in the Philippines who work for Conifer. They have poor grammar (I’ve seen multiple of their appeals), poor communication and poor writing skills. My co-workers at the time thought Conifer was going to be laying off the off-shore team (hence the newly hired US employees) due to their poor skills. Instead, about one week prior to thanksgiving, HR furloughed about 30 of their United States employees (according to seniority) without any warning and without pay. Many nurses were scrambling to find work due to the inability to provide for their family. They told us we would be called back to work in February once patient accounts increased creating more work. This SAME week we got furloughed, I was introduced to a woman who was still training because she was just hired. Knowing that Conifer was struggling to keep their current employees busy, why did they continue to hire new employees one month prior to a furlough? So many questions unanswered. Needless to say, the new hire was also furloughed. February came and HR individually called every furloughed nurse and laid off all but 7 employees out of the 25 nurses. The Philippines team is still active with Conifer. Conifer pays less money to keep the off-shore team then they pay their US employees who were providing quality work. This company is shady and untrustworthy. 

When I first started it was going great learned new stuff and I picked it up very fast (bad mistake), now that I know all call lines I'm expected to do more that what my job was to begin with. I was hired as a inbound rep and expected to do both inbound and outbound. The pay is low for you to get screamed at all day long by patients who don't know their doctor information (like it's you doctor not mine), dont tell them they have called physician referral department you get in trouble for that which is unheard of if that is suppose to be the "department" for the hospital, and your suppose to lie say your at the hospital in whatever state is in. Schedule is based off SENIORITY, shift bid is how the schedule done you bid on what you want and get stuck working something that don't fit your life (HEADS UP SENIORITY COMES FIRST), always being told that they need to train people on all call lines but it never happens been waiting months now for them to do so so that you can bid on a new shift and hope you get it, 24 hour company great for those who have no life or family,  don't try and change shift with another employee because most of them are SELFISH and WONT do it but it is allowed, taking time off is impossible you have to schedule 3-4 months in advance and from what I'm told it can only be one rep allowed to take off at a time. Call outs and being late is a point system ( DONT GET TO MANY POINTS).  You will always have a job they need people because the the trun around it's crazy never seen anything like it before. Management is good and very nice especially at first once you know how to do job they don't say much to you unless they need something or your doing it wrong, you do get graded on calls. It's impossible to get bonus you production has to be super high, in the beginning you can do it because the calls are easy but once trained for all call lines it's impossible the calls are longer the patients are ruder, making you have to work on other calls like outbound to help production to get bonus, which sucks because now your doing double work for the same low pay. Raises are a joke you can be the top rep get 20 cents a year, which I guess is better than nothing. Benefits are a JOKE how are you working for a hospital and get horrible benefits. I'm the process of looking for new work.

As a Supervisor I am responsible for the supervision and leadership of the Patient Account Representatives; both on-site and telecommuters which includes:
•	Participating in the process of interviewing, hiring, training, scheduling and monitoring of staff as well as all aspects of A/R Management and Performance Management.  
•	Attend meetings and respond timely to all requests, including completion of accounts referred to the Supervisory Desk. 
•	Identify performance deficiencies and opportunities and implement action plans as appropriate.  Effectively maintain a work environment which promotes communication to stimulate the morale, engagement and growth of subordinates.
•	Responsible for all aspects of the day-to-day supervision and leadership of Patient Account Representatives, including but not limited to the Performance Management metrics of collections, productivity, quality and aging. 
•	Complete monthly quality evaluations.  Monitor staff scheduling and adherence to time and attendance protocol.  
•	Responsible for all aspects of A/R Management, including but not limited to maintaining workload balance, ensuring maximum efficiency, eliminating rework, and reducing cost.  
•	Promptly identify issues and develop action plans to mitigate or resolve.     
•	Provide train, develop, motivate and assist subordinates in reaching new levels of skills, knowledge and attitude.
•	Effectively maintain a work environment which stimulates and motivates the morale, engagement and growth of subordinates.  
•	Identify performance deficiencies and opportunities and implement action plans as needed. 
•	Review and respond timely to requests, including emails, telephone calls, issues, account research and resolution as needed by staff, management and clients.  
•	Timely completion of accounts referred to the Supervisory Desk by staff or management. 
•	Conduct, attend and participate in meetings, conference calls and training sessions, including Management Meetings, Team Meetings, as well as one-on-one monthly meetings with subordinates to provide consistent performance feedback.  
•	Complete the mid-year and year end Performance Management review

Worked at Conifer for a year and a half in Lebanon, NH, I enjoyed the majority of my position and felt like my co-workers' were an extended part of my family.  I called my Department Supervisor out one day on a time issue that she was EXTREMELY inaccurate about, and after that I quickly found out how the department I was in operated on a shady and crooked, "a la" House of Cards system based on politics and favoritism.  Once I brought this time issue up to the Director of the division, of which my Department Supervisor SEVERELY lied about, I found out just how corrupt my department supervisor was. This immediately started afterwards of the Department Supervisor breathing down my neck constantly and INTENTIONALLY going out of her way to set me up to fail.  This started when I called the Department Supervisor out and went on for a duration of about 60 days with the Department Supervisor eventually issuing me a write up and inching me closer to involuntary termination, after I worked for this company for a year and a half with NO issues.  While I do hold a professional license, I managed to find a job in another field I have experience in, and was FORCED to submit my two weeks Letter of Resignation, or face termination in the near distant future, doing this seemed to disappoint my Department Supervisor very much so, in the fact that she couldn't put a "blemish" on my resume of me having to explain to another employer that I got "fired from my last position".  I WARN PEOPLE IN ADVANCE to steer clear of this place so that they do not suffer the crooked consequences of being placed in the wrong department and possibly getting a Department Supervisor such as I did that operates on a "your on my good list or my bad list" employee favoritism based foundation, as I am aware that most people do not have another occupation they can immediatley jump to right away on an emergency basis, over shoddy management.  For the majority of people have families to take care of and cannot afford to be "fired", especially when working for a company for 15 months without any issues and trying to make a career for oneself and supporting a family at the same time.  DO YOURSELF a huge solid and put THIS ONE on your BAD LIST.

I love my job and I love the work and much like any place you work you will have issues. In my particular department there isn't much communication going on and leadership isn't always there to help its employees, but they are improving. The pay bad and you can make more money working at a fast food restaurant doing half the work we do and you would make more money and probably work less hours. The people who are here in this department can all agree they feel like they are mules doing ten times the amount of work then what they are compensated for. We do have a tuition reimbursement program which is great except there are stipulations such as you can only use $3,000 a year or $12,000 lifetime so just enough to do one course each semester to only earn your general education credits. And you are only reimbursed I'd you receive an A, if you get a B you get 50% reimbursement anything less than that and it's not covered. There is no sick time even though the policy states if you are sick don't come in, but if you don't come in you get written up. The management does use their best judgment on whether someone will get a point or not and after a year the point goes away. While it's not all bad and it's not all good. I like my work not the company. HR sucks with communication and is not very good at problem solving issues or working with it's client base. Payroll is constantly messed up same with benefits. We also have full benefits for medical and dental so that's pretty good too. I think mostly the bad thing is being pushed too much to do more and more work without ever being appreciated let alone properly compensated. We have a high turn over rate because we have great job security we will never run out of work but you aren't paid enough to do what we do or to be yelled at and blamed for everything. Our clients hate Conifer because of the problems we have, but there again that's us being blamed for something that isn't even our fault. So great company if you can get in for the right price. Good work it's busy work and you can learn a lot. Would be great if we could be credited a license for all the medical work we do.

Worked for this company for 2 years' in Lebanon, NH, in the Commercial Follow-up department, ending in 2019.  One day I was having a conversation with one of my other co-workers' in the same department about how I was looking for another job due to having better job opportunities' offered to me at the time.  As I was in mid-conversation with my fellow co-worker, my department supervisor walked by and gave me some glaring eyes, signaling she had "overheard" the conversation (or eavesdropped).  During the next 60 days, the department supervisor would make sure she was conveniently "walking behind me" fast pace, and would creepily hide around corners and try and "listen" in to more of my conversations' that I would have with my other co-workers', while moving in the department.  This eventually led to the department supervisor making up days I was "absent", and then trying to block me out of the department shared work calendar, but little did she know, I had already forwarded the department calendar with all of my scheduled days' off to my personal e-mail.  The department supervisor continued to bring me into her office one day, and snarl at me and tell me that I had to "make up days'" all of a sudden, after I had already made up all the days' I had previously taken off months' ago.  This woman, proved to be nothing more, than a corrupt, vindictive, and very manipulative (not to mention very creepy) supervisor.  I brought all of this up to the Director of the division, who called her dog off of me for a short while, but nonetheless, did NOTHING about it.  Having this very uneasy feeling that I was going to get "FIRED" soon for some other fabricated reason, I found myself having to quickly scramble for another job, and submitted my two weeks' resignation, and QUIT, about 3 weeks' after the supervisor's fabricated conversation.  I now have a 10X better job where I  now have my own office, make more money, and don't have to go in every day and sit in a half a cubicle where I'm expected to slave for the Wicked Witch of the West.  My point in writing this is, I  want to warn people in advance, STAY AWAY from this place, not a bad company overall, but if your going to work for Conifer, STAY OUT OF THIS DEPARTMENT.

While Conifer direct hires remote coders and has many large contracts with a never ending work load, they are not the best employer.  They treat their employees as a number, not a person.  The benefits are good for the cost.  They are one of the lowest paid employer in regards to multi-specialty coders but the low pay is enticing knowing it's a direct hire.  $20 an hour is still very low in this field.  They go through leadership like crazy and cannot keep supervisors.  The Director and VP level does not know have great leadership skills and it quickly became more about the quantity of what was produced versus the quality.  They do use overseas coders so you are constantly battling, needing to educate and correct the work of these contract companies.  Conifer is also a contract company a majority of the time and when they get a contract as a coder you have to work with coders who are fighting to keep their jobs, if they were part of the organization Conifer just was contracted into. So it is a different dynamic.  Conifer is not always liked by the companies they contract with and you have to prove yourself each time another contract comes on board.  OT is always offered.  You are always being moved from one organization to another, wherever the need is.  You don't just code for one company. There is a lack of communication from leadership and you are told last minute about things or what you need to be doing.  Audits are not done monthly or even quarterly on the coders.  Conference calls that should be done weekly or bi-weekly are always cancelled and you never get any communication or feedback.  Supervisors won't reply to emails or get back with you regarding questions.  There is no ongoing education supplied.  They are a renowned organization with constant work just know up front what your getting into.  The pay is not the best but the benefits are decent and there is always OT.  Also don't expect to get feedback regarding your work, you are thrown in and expected to swim.

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