customer service representative

elder care assistant

warehouse associate

analyst

customer service analyst

Convey-Health-Solutions

This is a detailed job description at this company - if you get late night hours. Read this carefully. It will inform you of what you're looking down the barrel of...I should know, I worked here.

I was hired with the understanding that I would be working day time hours, that is 8-5 or 9-6 and I even willingly worked from 11:30am-8:00pm. At the time, I was hired, it was my understanding that this company was ONLY opened until 8:00pm
However, their new policy stuck me into the 2:30pm to 11:00pm slot, which I never wanted nor agreed to -- nor was I even aware of when I decided to take this position - but was forced to work those hours if I wanted to keep my job. 
These particular hours caused me great sleep deprivation, which threw off my entire sleep habits/patterns and time-cycle. 
At work I was constantly exhausted. I'd come in exhausted because I would wake up at 6:00 am and could not go back to sleep, so by the time I came into this place at 2:30pm I was fully tired. 
Some nights were worse than others. I tried very hard to concentrate, but the late nights caused me mental exhaustion. Then of course, upon returning home, I would not be able to go to sleep until a few hours later, which was usually about 1:30am.
These hours definitely effect sleep patterns and concentration. 

As for the management, no matter what I said, tried to appeal or practically begged the manager to please move me into a more reasonable early morning daytime hour slot (because I perform much better, with clear, alert thinking in an 8-5 setting) there was no reasonable accommodation provided and this manager would not budge.(*More on this manager later)

ALL my team mates, after a couple of months, QUIT and found other jobs because the late night hours wore on them so badly.
This speaks VOLUMES about this position that you may or may not embark upon.

The constant cycle of late night hours caused me anxiety and I would end up having to get away from the desk and walk -- just to keep awake. This tact is NOT recommended because you can loose a call that way, but I was desperate to stay awake, so I resorted to this. 
Some nights, there were only a few people there (this is a huge place) 
At night, sometimes with only a hand full of people and few phone calls trickling in - it was silent, dark and gloomy - like being awake in a grave yard. Up and down my long row there was no one there -- only me. Keep in mind, the whole team had quit!  ALL the cubicles were empty. The other Customer Service/OTC Advocates were scattered on different rows -- but there were nights when the sound of silence was deafening.  It was like a ghost town. 
Very creepy.

The positive up-side and the most enjoyable part of this job were the client/customers who called in to order. Most of them were wonderful and I went into great length to get them the items they wanted. Most all of the folks who call in for items are really sweet. So, at it's heart, the actual Customer Service part that you will provide to the client is not difficult in and of itself. It's EVERYTHING ELSE that becomes difficult.

The supervisors, assigned to you, are usually nice, decent people. They have their job cut out for them and that is to micro-manage you every single moment you're there. Yep - that's their job.
For example: You will need to go to the bathroom ONLY on your assigned break. You get two 15 minute breaks, with a half hour for lunch. If, God forbid, you have to badly "go" (outside of your assigned two 15 minute breaks) you had better click on the proper "BATHROOM" break field and not accidentally hit another field like "ACCOUNT RESEARCH" in your desperate/painful attempt to make a run for the potty and if you do make THAT particular mistake, you had better make confession of it quickly to your parish priest -- oops! I mean "supervisor" or you will be called a 'liar' for having shined on such a mishap.
Keep in mind, these supervisors do not see this sort of thing as 'trite' or a 'mishap' or mistake. They see it as you are trying to get over on them. The saddest thing in the world is to see this supervisory position causing good types of people to become very petty, hair splitting and trifling - but they are forced to behave in this manner because this is what the job profile requires of them. It's sort of like the military. If you think you skipped out on militant-like service, WAIT FOR IT...They constantly remind you that it is a LARGE call center so they HAVE TO MICRO-MANAGE. If you enjoy being treated like an infant, or a if you enjoy the military, this jobs for you! 
If you tow the line perfectly, you are said to "Adhere" and "Comply" This will get you an extra bonus check at the end of the month if you are up to the task of perfection. This is an excellent carrot for A-type, perfectionist personalities! It's also a good incentive for B-types.
The supervisors do try to work with you, so it is not all negative.
 
Management, on the other hand, was not good at all. Anything asked of the present manager fell on deaf ears. The joyless manager seemed like an introverted type, but perfect in terms of call center material, who is an 8am-6:00pm-er and cared nothing about the OTC Advocates. THIS manager was there to do the numbers and collect a paycheck. 
That's it.

Oh - one other very important thing, and I say this to help you avoid the grief you will incur if you decide to sign up with this particular company...During the so called "training" period (which is only 4 days long, AFTER THAT they throw you out onto the floor) - try to do well during training, as this will effect the time slot they force you into. It's referred to as "ranking"
It's an odd proposition, and very unfair - as people vary in the very beginning of anything, especially if you're new to it -- but make no mistake -- you will be judged if you don't catch on real quick. Oh - don't worry, they will keep you there, just the same, but you will be treated what they consider to be a dummy, with no feelings and no life. 
For example, one young mother had 7 children and a new born baby, but they forced her to work until 11:00pm, every night - giving her 10 hour shifts -- even though she had no car and no one to pick her up. This young mother was forced to walk all the way home, late at night, by herself and would not get home until AFTER 2:00 in the morning. This was clearly dangerous! Yet they did not care. They did not budge. (She eventually got a ride with one of the co-workers that lived near her neighborhood, who went home the same time she did.) Now apparently, she did not do well during training, so this company stuck her in the late night slot with no regard for her that she had no car and no one to pick her up. They didn't care. In their way of call-center-culture-thinking, that's her problem. She was simply 'ranked'
  
Let that sink in.

If I were HR I would make it a point to tell those who are applying for this job that ONLY those who possess the stamina/inclination/mental acuity to work late night hours and have solid transportation need apply -- when it comes to late night hours. In fact, I would qualify late night crew a separate ad. 
That would be the HONEST thing to do.

If you are lucky enough to get an 8-5 slot, because of your 'ranking' in this company, I'd say you will do well and may absolutely enjoy this job, as the work itself of Customer Service is not difficult once you get the hang of it, but make no mistake, this particular call center is de-humanizing, by nature, because of the way they choose to run it. You are just another cog in the wheel or brick in the wall.

Management is always for themselves and will force you to do "company exercises" which require your utmost "cheery attitude" which when you work here you will learn it comes natural to fake this. The fan fair is really a kill joy because there is so many calls in queue. People often slack and you get pushed to do more work as a result. I know one girl who said she could not log into presence (a phone monitoring system) a her other stuff to work so she remained clocked in and went outside to smoke and play around and then when it was time to go, she clocked out and went home. I believe this because I have seen many people do time fraud by being in break too long or even logging in and never getting on the phone for the rest of the day. It's a joke because when there is so many calls in queue, they are not concerned about the people doing time fraud but they want to know why is there a lot of people in training to do grievances or why we are not working hard enough because the client fusses at them to see why they are not meeting goal for answering calls in the time they want it to be or they will lose money royally. Anyone who has worked in a call center before knows that if the calls are not being answered then the call center is not happy because they promise the client they will answer x amount of calls in x amount of time and they know it is impossible with the amount of people on the phone already but you are constantly stressed out about it because they are always over your shoulder saying get out of training and do all your notes on the call. To be honest most people are frustrated with company policies before they call in so they yell scream and curse at the top of their lungs like you're the one who did this to them and you are told by the company to take ownership but how do you when you can do only so much. Also senior team (research team, or next level of consult) and other inside teams give you a hard time asking have you did this or that before you called to get an attitude with you. I actually was explaining to someone about something that was going on with a member and I heard them physically hang up, she had an attitude to begin with and that was not the first time anything like that happened. Also those benefits verification specialist can be a real pain. I spoke with one that had a thick accent and I tried to understand him and he said why work some where if you cannot speak or understand proper English, who afterward hung up on me. People also like to do that a lot in which you have to stop and document but the sharks (management) are on your tail, best believe it. Since this job ended because my campaign is no longer in business with convey, I can say I have lost considerable amounts of weight and my blood pressure has gone down significantly. The most positive I can say about call center careers is if you are down on your luck and cannot find a job, they will most certainly take you if you have your stuff together and can pass screenings, also if you can read scripts and be somewhat nice on the phone.

A typical day at work will depend on the account that you are assigned to. As for me, I started with the Convey Health Solutions as a temp for Humana AEP, and currently work for EnvisionRx Plus as a regular, full-time employee.

I developed patience, a crucial trait for customer service, by working in healthcare here. I deal with enrollees and current members (as most of them are 65 years of age and older). This place is where I really learned to hone my organizational and soft skills.

Management is good to its employees only on the team lead and supervisor level. Anything past that? False promises. And, you'll certainly be given the runaround when you inquire about the possibility of advancement or relocation, especially where a different client or account is involved. There's also a slight, but noticeable amount of disorganization.

In the particular account that I work for--EnvisionRx Plus--the left hand often doesn't know what the right hand is doing. Even the Quality Analysts who grade your calls don't seem to have a solid, uniform idea of what the client is looking for. What "above and beyond" means to one may mean something else with another, so your calls will be graded according to personal interpretation, not in reference to a standard thoroughly established by the client. A detail noticed, and a detail missed here and there, and you're penalized for something that you have no control over. You can dispute these things, of course, but the underlying issue is something that needs to be addressed by both the client and Convey Health Solutions management.

For me, the hardest part of working here is dealing with the fact that Convey has lowered my pay from $15 to $11 an hour, and took me from a comfortable, almost labor-free position as a licensing agent to a position with the work of a customer service representative, enrollment agent, pharmacy technician, clerical worker, and counselor combined! It gets easier to deal with as you get familiar with the system tools... and grow complacent.

The only easy part about working here is having a good chat, along with the occasional goofing around, with fun and motivated coworkers and team leads who share in the pain and frustration of working at Convey Health Solutions, who have also been switched from other accounts that paid more money and once had less to do.

My advice to starters: You have to make a good impression and really stand out if you want to be a supervisor. Be the loudest, ignorant, most ghetto and rambunctious one in the back of the training room, have minimal to no experience with Medicare or health insurance, and the CEO will hand-pick you from the bunch. :)

I worked there for a year. 
This job is designed to be a revolving door, to save them money. I had 3 titles there because they kept moving me. And I met three people who had been working there for years with the same issue: they would be moved to different departments and the pay rate would change (usually going down rather than up) as they went on, and benefits would be lost or changed whenever they would be moved.
They hardly teach you anything in the short, unprofessional training. And then they put you on the floor not really knowing what you're doing. You should expect to get hung up on and called lot of names by clients in your first couple of weeks. On 2 separate occasions I found girls in the bathroom crying after we were put on the phones without really understanding the job.
You are graded on your work, you will receive quality assurance reports that are graded based on there criteria, and you will be coached or written up if you make the same mistake a couple of times. The work itself is not that bad (once you figure out how to do it by yourself). Some customers are nice and some are rude, but that's everywhere. It gets a little tedious and boring once you get the knack of it. 
Convey has many locations, in some locations coworkers can be a trashy. They hire anyone, especially around the Annual Enrollment Period, so keep your head down. 
There's 2 fifteen minute breaks and a 30 minute lunch-that's it! If you have to use the restroom too bad, you have to wait. And if your more than 2 minutes late for the day or for breaks you get "attendance points" late and early leave is .33 and a call out is 1 point, after 11 points you are fired. It may sound like a lot, but remember even if your late from lunch you get .33. And 5 minutes or 3 hours late doesn't matter- .33! And there's no excused points, doctors notes don't remove points, they just condense them.
There's only one bathroom in the Miramar location and 2 bathrooms in the Fort Pierce one for more than 200 employees. So get ready to spend most of your 15min break in a line.
And you're going to want to get to work about 10 minutes early, because you can't have bags/purses on the floor, especially NO CELL PHONES , so you need to go to a locker and put it all away. Good luck finding a spot for your food in the refrigerator lol. All before you you have to log in to 10 programs on your computer (without going on the clock) for free, because your phone time needs to match your clock in time or you will be coached and written up!
There's more but you get the drift...

Convey Health Solutions is a very horrible place to work. You are overworked and underpaid all day, every day, with back to back calls. You are not treated like a human being, but a number to fill a seat to take calls. A lot of the callers, such as pharmacies, doctor's offices, and members calling in for Envision Rx Plus or Envision Rx Options, are abusive in language and tone to you, directly blaming you for their problems, such as getting a medication approved, when it is not your fault. You have to learn to not care about the people calling in, who blame you for their problems, they just need someone to vent to. You aren't to blame. Most callers who call in are disoriented and confused, and you have to be their therapist and guide them. You have to be alright with being abused verbally and emotionally on the phone by the callers. A lot of the staff, especially the managers, will tell you, they don't care about you to your face, and will make your hard work and dedication seem like it doesn't matter, even though you do matter, because people quit working here every day. If everyone quit working here, the company would be in ruins, in more ruins, than it already is. You matter because without you Convey Health Solutions makes no money off of Envision Insurance Company. No one is happy in this oppressive slave like enivornment, called a workplace.The only way you should work at Convey Health Solutions, is if you are desperate and have nothing else to fall back on. Convey Health Solutions is a extremely toxic work environment, that violates a lot of moral values and ethical prractices. Working at Convey Health Solutions, is not good for anyone's health, because it robs a person's soul and spirit, and drains a person to not have a life outside of work. Convey Health Solutions is a awful place to work, I cannot stress it enough. I could write a essay on all the cons, for the limited pros.

The coworkers were the BEST part of the position!!! But only outside of work!!!! Inside the doors you are treated as if you are a criminal without committing a crime.  You are NOT allowed to speak to ANYONE!  You can not ask for assistance, and procedures change at the drop of a hat and the agents are suppose to know when things change WITHOUT being told they do or when they do. 
Supervisors have no clue what they are doing or they are to busy having a conversation with their favorite agents when others need assistance but are up front and in your face to write you up for talking when you try to ask your neighbor for help.  
Supervisors are chosen not by what they know but by whom are the favorites of management. Those that need to be fired seem to keep their job and those that go above and beyond seem to “disappear” and let go without an explanation. 
Raises... DON’T EVER EXPECT A RAISE!  YOU WILL NEVER GET A RAISE. EVER!!!!
PTO request, only if the management favorites are not wanting time off first, and chances are your request will be denied anyway.  Easier to call in, but again, unless you are a management favorite you will need a note. 
Rules are not followed by everyone but by those that supervisors threaten with taking their job from them. 
Benefits... LOL... what benefits... insurance is a MAJOR INSULT!!! 1 doctor visit per year, (most doctors do NOT accept)... Does not cover any testing, specialist or pharmacy!!  It’s a MAJOR INSULT and a slap in the face!!  
Chairs are uncomfortable and broken, they will not replace them.  You are NOT allowed to go to the restroom at all unless you are on your break time (unless you are favorite). 
You talk all day long on the phone but you are not allowed to have water at your desk. You are not allowed to have pictures of any kind to make your desk yours, personable, friendly, warm, happy.  This is NOT allowed at all!  If there are no calls, you sit there, quietly, facing the inside of your cubical. No talking, no looking around, no books, no surfing internet, no phone, NOTHING! 
It is PRISON without a crime committed.  
Turnover is HIGH!  
It is a paycheck that can be received elsewhere. 

This is a decent wfh job. They pay isn't much but is comparable to other companies ($12). Training was short (6days) also from home and done by power point. The only way to really learn the job is to do it though. Lots of system issues right from the beginning that they already know about but haven't done anything about. If you have system issues during training tough luck, they will not extend it for you but they do give you all the resources you would need to figure it out yourself, which is exactly what you have to do...FIGURE IT OUT YOURSELF. People have a tendency to try to log in to systems 15-30 min ahead of clock in just to make sure they CAN start work on time which sucks because you aren't paid for that time. Hr is mostly a mess, "too many chiefs and no indians". Basically different ppl tell you different things and it's confusing. When I began, I almost decided to just go with another job because of all of the dysfunction as it was one thing after another. The job itself is fine, not difficult and is pleasant most of the time. Its just the organization of it all that is a turn off. They'll tell you you have one schedule in the beginning then after training its totally different, that you'll get direct deposit to your bank then you get a card, that you'll receive up to $315 incentive pay for maintaining good attendance and metrics, I have yet so see that after 6 weeks of employment with perfect attendance and the highest scores. A lot of what you hear at first seems like bait just to get you in the door then they pull the rug out from under you. Its been a cool place to work besides all of the issues but there doesn't seem to be many advancements in pay even after years of employment from talking to senior staff, they'll promote your position and up your responsibility but they don't up your pay. At least they provide equipment

If you like a loyalty, respect of privacy, and compassion, you will not get here. If you come for money and nothing more, welcome. You are a number.

The workplace culture is you will be tethered to a computer by a headset and every second of your day will be monitored, recorded, measured and analyzed. You will be evaluated on consistency, grammar, tone of voice, accuracy of information, speed of call, speed of handling the constantly changing software applications and adding value (selling services to those who may not want or need them). 

Your evaluators are not motivated to see you succeed because that usually means paying you an incentive. Reviews are subjective, regardless of what you are told.

The level of burn-out due to psychological stress is very high. Anxiety attacks, crying jags, depression, rage and sleep problems are common. Bathroom breaks and emergencies are deducted from your break times. Weight gain, heart problems, high blood pressure, back, neck, ear and carpal tunnel issues are rampant.

The constant monitoring, the requirements to do everything ever faster, the inability to move from place to place due to headset, and non-stop back to back calls trigger a constant fight or flight response in most people.

The hardest part of the job is a positive toxicity, no appreciation and no promotion.  No communication.
Management is profit driven, self-centered on their career advancement. Monthly executive level reconstruction due to have an executive level leaving a position.

If you are getting a temp offer, please be mindful that if they don't need you. They can lay off you right away. You are an employee at will even the full time employee is an employee at will in this position. 

I was very excited to start this job as it would be my first remote position, upon starting this job I was under the impression I would work Monday through Friday with occasional Saturdays because of overtime. That was the first lie I was told. Training was supposed to be 2 weeks I got about 7 or 8 days and most of the time the systems were down so our trainer just went ahead and went on without half of the group even into the system so most of us were left hanging and very confused when they were ready to throw us to the floor. The lies from the management just kept piling up. Due to training not being what it was supposed to be I have received multiple points and low QA scores. I sure love being at home but honestly the pay is really not worth the stress the point system is really strict they give you points for everything. I would not recommend this job to anyone they do not value their employees they do not care if you're falling behind because lack of training on their part. The schedule is actually Monday through Saturday so you get one day off during the week and then you have to work Saturday which I told them when I got hired I needed a Monday through Friday job. They also failed to mention that I was going to be a temporary employee. Also there's so many system issues some days you can't even get through the orders that you need to take without having to restart them three times the system times out all the time and you're constantly having to reboot all your systems put in all your passwords all the time over and over again.

Convey health solutions doesn’t care about their employees. They don’t care if you have a life, they will change your schedule without asking you. This company will over work you and make you do everything as a customer service representative, meaning you are the billing department, as well as helping customers find a plan, as well as figuring it out on your own. Everything is scripted and they have no remorse for their customers. You are trained a certain way and you get handed a script, if you don’t read the script verbatim you get points added towards your termination. This place will keep you as a temporary employee as long as possible so that they don’t have to pay you permanent employee benefits. If you’re looking for a company to grow with, run from here. They are unorganized and the equipment they provide to you is ancient and their IT department will always blame your Internet server. Also, they will tell you this company doesn’t micromanage but it’s super micromanaged. I would not recommend my worst enemy to work for this company. It’s a high stress environment and it takes a toll on your mental health because the customers are rude, the management is terrible, and the supervisors play favoritism. They should be ashamed of themselves for how they treat their employees and customers. They are out here scamming these 65 and older. Also, in training they teach you nothing so you’re basically thrown into a pack of wolves when you start. 

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