director

dietitian

personal care assistant

nurse

customer service representative

Fallon Health

I have been with Fallon for a bit and plan to be here for many more bits.  I love this safe nursing job.  No job is perfect.  But if you work in healthcare/medical field in any capacity three things will occur no matter where you work.  
1.	There will always be more work than time in your day to complete it.
2.	Healthcare is always changing.
3.	The ‘government programs’ who oversee healthcare are almost always driving the changes no one sees as beneficial.  
The people you work with can make or break a job.  If you care about and enjoy interacting with your coworkers, it makes work seem less workey.  If you feel supported by your leader, respected, and listened to, you can tackle tough situations knowing you have a gaggle of support behind you.  
We spend most of our lives working, so it is important to like your job and feel a sense of fulfillment from it as well.  
Touching almost every facet of healthcare while constantly expanding my knowledge base; Building relationships with people across healthcare to offer insight/assistance which has a positive impact on our broken healthcare system; Transparency - understanding the why behind changes; Feeling supported 100% of the time = a whole lot of fulfillment.  Helping the elderly navigate the health care system and coordinating services to stay safe in their homes for as long as possible = Priceless.
With any remote job, companies need a way to ensure people are working; there are processes to assist with tracking our time.  I do not feel micromanaged in the least bit, to me it’s just common sense.  Make it work.
There are many who have been at Fallon a long time, many who leave and come back, and many who continually job hop after leaving Fallon.  No job is perfect, but with most things in life, you get back what you put in.   I am thankful for this job, my leaders, and my co-workers.


Having worked in the building and remotely due to the pandemic, one thing that remained was that us member services reps were still less like people and more like employees on the assembly line of phone calls. You get two 10 minute breaks outside of a 30 minute lunch and they will be sticklers for coming back from your break on minute 11. The training team did a great job of being compassionate and trying to show you the ropes but the real learning starts when you take calls. It seemed as though management cared only sometimes for our well-being but beyond that, are employees who are unable to put our calls on hold if it's not for your scheduled break or lunch. Also there is a lot of disorganization with management on all ends. Specifically, there was an instance when they were offering overtime for certain employees trained for certain calls and when a rep offered to work overtime (when they were/are practically begging for OT help) the rep got a direct, private response along the lines of being told to "get more calls under your belt" before offering to help despite being trained and qualified to apply. Certain supervisors care and are helpful while some are there to collect a paycheck. This place has a lot of potential if it were only to hire way more people and to shake up the culture and to liken it to the employees, who are on the front lines of the company, a little more.

This is a fast paced environment.  A typical day includes several telephone calls from different source such as: enrollment nurses, social workers, premium billing, long term care facilities, assisted living facilities, MassHealth workers, Elder Affair attorneys, Executive office of Elder Affairs in addition to emails and assigned cases.  
The beauty of this job is that we help frail elders and their caregivers find the services they so need so that they can remain living safely at home.
The difficult part of this job is that the caseload is so high that it cannot be manged effectively.  Additional Medicaid Coordinators are not in the budget, and the increase in workload and responsibility leads to errors that result in delays in what we are trying to accomplish.
My coworkers are fantastic people, and we share the same goal - to get people the help they need.  But unfortunately, we do not feel supported in that mission because we cannot get the help we need.

Company is absolutely bogged down with managers adhering to outdated ideas regarding the current work culture. If hired as a remote worker, be warned that they will constantly seed uncertainty regarding the actual duration of remote work - one week it will be uncertain, the next it will be permanent. Too many managers and supervisors given the amount of staff. Workload and expectations are often unreasonable. Many departments are chronically understaffed, likely as a cost saving measure. Procedures are inconsistent and change on a daily basis, with no clear direction given to employees. Extremely difficult to manage an illness or disability and work for this company due to a multitude of antiquated mindsets in management and a perpetually confused/disorganized HR dept. Allotted time off is inadequate. Company does not value employee retention resulting in a high turnover rate. This is a company that makes it very clear that employees are a nuisance expense, and not an asset.

Great place to work. I saw many changes when I was there and I think that it was an effort to grow the company.  There were times with upper management that every thing was a big secret.  I worked as a very low level employee, but I was always made to feel that my work was very important.  I was in the claims department, and went there originally as a temp from Faith Cassler.  All of the people in upper management and supervisors always treated me with the greatest of respect. 
I think that management has changed and I only know about the department that I worked in, but it was a great working experience for me and I always felt that I was part of a team in whatever capacity I worked.  I really hope that this culture continues.
I would go back in a hearbeat.
I think that Fallon is growing, but I hope that they can still make every employee feel the way that I felt when I worked there.They should not get too big. I don't think that I am the only former employee to feel this way.  Great place to work and do whatever you do best, because it is appreciated.

A typical day at work involves answering between 20-60 in bound calls, researching and answering member questions, all while logging everything in member, provider and/or sponsor group accounts. Once it was determined I was able to work efficiently, I also handled case work, call backs and answered member emails between calls. The hardest part of the job is that you are constantly working - there is no down time, at least there was not for me. The work was distributed inconsistently and I found myself with a larger work load than most. This was because I could handle it and get it done. Fallon is also very strict on attendance and adhering to your assigned scheduled. You must adhere to your schedule 93% of the time. It was also very difficult to communicate to other departments.



The company experienced significant downsizing this year, with 30 employees laid off. Those who remain have not received raises, and there are no performance-based incentives in place—despite the already low compensation. Opportunities for professional growth are virtually nonexistent. While job shadowing is offered, its purpose is unclear and seems to lack real developmental value.

Communication can feel impersonal and inefficient, with unnecessary individuals copied on simple emails meant for you and your manager. This practice, along with a lack of direct engagement, creates an atmosphere that borders on micromanagement.

Medical management is slow to respond to issues, and clients frequently express frustration over delays in resolution. Often, the same problems reoccur year after year without permanent solutions. Most issues are attributed to ongoing "system errors," but little is done to address the root causes.

New representatives receive comprehensive training that will carry you through your health insurance career.  You will become proficient in knowing Medicare benefits and also have proficiency in commercial insurance with deductibles and co-pays.  There is frequent in-service training to keep you informed and sharp.  I enjoyed my interaction with the members as well as providers in this busy in-bound call center.  You will have team leads that wear headsets who come over to reps who need additional assistance with a call.  The supervisors are upbeat and engaged with their employees on a day to day basis.  Customer Service Week is amazing with activites, raffles and food food food.  I felt valued and appreciated at Fallon Health.

This used to be a great place to work until a few years ago a new director started in the departnent I worked.  Extremely toxic work environment. Employees are not trusted at all and director micromanages every second of every day of all employees. Can not report issues due to fact you will be fired if you speak up.  The amount of harassment is shocking.  Employees are expected to go above and beyond because the director says so, however,  don't expect anything in return that can help you out in an emergency.  They do not care about their employees.  They say Fallon cares about the community but that's a lie.  They care about not being held accountable for their actions and treating their employees horribly.  It's sad because this used to such a great place and no turnover,  however,  they can't even fill openings now.  Management used to be very fair but the new management and HR are horrible people.

constantly worrying about whether or not they are going to downsize or as they call it "re-organize" the company.  each of the 8 plus years i worked their they downsized every single department except for customer service.   They are majorly understaffed compared to most health plans in MA and expect their employees to work like dogs with little to no recognition unless you are a manager, supervisor or work on special projects that often require taking work home or night and weekend work wich of course cuts into your time with your family or personal life. For a company that supposedly cares about making their communities healthier they have no qualms about laying off hundreds of good, hard working people throughout the years that i worked there.  Folks that often time ended up on MA Health as their health insurance benefits were to expensive to continue through  COBRA.

Top Job Titles	Average Salary
Director 3 salaries reported	$135,000 per year
Dietitian 7 salaries reported	$71,714 per year
Personal care assistant 3 salaries reported	$19.00 per hour
Nurse 2 salaries reported	$94,750 per year
Customer service representative 3 salaries reported	$21.25 per hour

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