eligibility specialist

patient advocate

patient services representative

mailroom clerk

processor

Firstsource Solutions

The job was grim. Back-to-back phone calls, upset customers, very little help from the organization or management. It was a Call Centre roll, so it was never going to be a great job, especially with the current climate in the energy industry.

What made matters worse was a complete disconnect from the management and front line realities of what customers were expecting and facing. The managers were incredibly lackluster for the most part, and almost all of them hadn't handled a call or even an email from a customer in a long time or just never.  Basically, the people in charge had no clue what was going on, yet agents that are in the thick of things are constantly getting lectured to by these mostly unhelpful people.

This disconnect got worse the higher it went in the management. The targets set were quite unrealistic and when KPIs weren't met, the managers didn't offer much feedback or constructive advice, they almost sort of begged us ( the agents ) to do better and had a bit of a tantrum in the morning Teams meetings if things weren't looking up ( great way to start the day, right? )

The payroll company is outsourced, and they make a huge amount of mistakes. Every fortnight was a new payroll drama where people were missing hours, missing bonuses, etc. Managers kind of locked themselves away on the day the payslips were released, but it's not their fault, it's the poor payroll company and whatever method / system they're using.

The other agents I worked with were great people mostly. You only really had the people in your team to go to if you needed help, and I think if you're aiming to get into this job, it'd be wise to make sure you have your colleagues' backs, because the managers mostly don't care or don't know. 

The position I had was 100% remote as well, which was great. 

I think Firstsource need to shake up their management, or at least make the managers somewhat customer facing so they can be of some assistance with problems / complaints / queries. I'm really not sure what they were doing all day everyday in their Teams meetings.

The pay was just atrocious. The amount of complex situations you get ( if you're on the E.ON contract at least ) literally does not justify the hourly rate Firstsource pay its agents. 

You aren't given some amazingly crafted training to get you started. They mostly just have you playing quiz games and watching abstract psychology videos, which aren't helpful or interesting, in the training, and then they throw you in on the deep end and you have to learn as you work ( mostly by yourself ). 

I would only take this role out of desperation now that I look back it, and in my time with Firstsource I saw so many people leave. I was only there for a little over a year, but 20 out of the 25 people in my initial training group had left within that year before I moved on to another company.

There was no hope at all of advancing in the company, but I really don't think many people would want to. When the Sky contract Firstsource had went down, all these Sky managers were just fast-tracked over to the E.ON Next contract as managers, and they were probably the most clueless of the managers. But it shows that the job security in general is very fragile, and because it's contractual, Firstsource don't want its employees to advance, they want people to remain on the 'frontline'.


Only positive thing to really mention besides the nice colleagues you'll probably have is that doing this job will harden you and expose you to some pretty ridiculous people ( both customers and colleagues ) so in a way if you can do this job, it shows a great resilience.

If you're thinking this company will be nice to work for because it's working from home, I'd just say bite the bullet and get a job with a company that does hybrid, or just another remote job that pays more with a different company.

Previously worked for FirstSource Solutions Colorado Springs location and was highly disappointed. There were many instances where management AND HR were unprofessional, rude, and did not take into account their employees comfortability in the workplace. A few examples-
during my time in training, the pandemic for COVID-19 was on the rise and we were sent to work from home. -During a virtual training session our trainer took a call from this locations head manager and did not mute herself- this trainer and manager blatantly trash talked and disrespected a grown woman in our training class. There were no repercussions and the trainee ended up quitting, she was humiliated and heartbroken.
-While in training, my class was unfortunately neglected. Training was suppose to last 4-6 weeks, and as a result of our trainer constantly leaving, coming in late, taking multiple smoke breaks all day, asking random employees to come “watch” our class, we received little to no PROPER training and had to learn a lot on our own on the call floor. 
-When I graduated from training, which ALTOGETHER was a mess in itself- my experience on the call floor was... disappointing to say the least. There was constant gossiping not only from other employees, but from managers as well. There were physical altercations that occurred often. 
-While on the call floor, I was scolded for telling a customer to have a good day- was told to maintain “professionalism” and was told I needed to be more serious and sound upset/firm with customers so they can pay.
-They fire MANY tenured agents who have willingly stuck around with the company for years. 
-A manager had threatened to get an employee fired because she was not comfortable coming back into office in the middle of a pandemic (she was work from home) due to her high risk pregnancy. 
-Schedules were changed very last minute. This company will not only string you along, ridicule and humiliate you in front of coworkers, trash talk you, discuss your personal matters on the call floor, but will lie to you about pay and hours. I was hired with an agreement on a set schedule and set pay, and while my pay did not change- my hours were constantly messed with. They changed my entire teams work schedule in the middle of a pay period, and demanded we adhere to it, aside from others already making arrangements that adhered to the original schedule we were PROMISED. 
THE BIGGEST COMPLAINT that any employee of this company will give you is this: they will constantly require more out their employees than they are willing to give. Managers have required their employees to work open-close shifts, managers will cut lunches and breaks and consider it “mandatory overtime” when in all reality they are overworking their employees, while holding them to unrealistic standards. 

This company was altogether a riveting, TERRIBLE experience and I wish I could warn more people. There is a reason they hire just ANYBODY. Management is terrible, the environment is sad and stressful, and will make you dread your job. If you are considering firstsource, you are better off working for a fast food restaurant. My years of customer service were put to an absolute waste. I felt complete dread working for this company, and I can assure that you will too. If you are looking for employment- please consider applying your skills elsewhere! 

Worst company to work for. They are revenue driven and will screw an employee at the drop of a hate .employees are paid on a matrix scale, The matrix will change at the drop of a hat for no reason.
Additionally they will sabotage your ability to produce with nuermous system issues , change of work assignment or multiple work assignments preventing you from making production.  System issues are constant and they dont not compensate employees for down time or loss production due to these system issues. But they do expect you to work hard to get claims out the door and any lose time due to system issues are required to be be made up or. pto is used for system issues just to complete the 40hr week. Also pto is taken away and not “approved” when work volumes are high and majority of times have to call off and assessed points for using earned pto not scheduled. Regular over time, which does not always get paid the proper overtime rate. Inconsistent communication between management and employees. Management is money hungry ans Will make the employees work more so their pay gets boosted.
Even with companies ability to run daily reports and claims you have worked they will still lower your worked payanle claims and you cannot question why your worked payable claims was changed , so if you did 250 claims and they remove 40 they say you will be paid for 210 based on report from client, note reports can be generated  to verify exact claims and aim number you worked. Furthermore dont question management on this error as they come back with a spotty email and basically say it will stand no matter what proof is generated that error was made in removing worked claims that ultimately reduce your pay check.
Dnt ever expect to make money as soon as you can produce this company kicks you back down and that is reason for such a high turn over. You will never know if is firstsource and the client as both do unethical business at the expense of the employees
This is not a long term job for anyone all higher tenor people leave due to how this company operates or they are fired as they make to much.

I have/had The opportunity to work for Medassist/Firstsource for over 8 years. I have been patiently waiting for my turn to add information to this lovely box. I do have some nice things to say about this company which is few and far between. The people you will meet, some great people you will build great bonds and friendships with these people. Weather the people are your immediate coworkers, case management, social worker at your hospital or maybe someone from the local social services. You will meet some great people and those are the ones that will make you enjoy your job. Now, as for the company itself, if you are looking for a family, friendly company to work, for that, makes you feel appreciated for all the money that you helping make this is not the company for you. if you were thinking, there is room for advancement here,  you are correct they will advance you all the way to the top without the pay. I had the honor of moving up from an inpatient rep to a glorified, impatient rep. Management would  call that position a Senior Team Lead. Sounds pretty promising, right? Wrong! I was fabulous at my job. I had the respect of the client which is the hospital,  social services , along with my peers. After 8 1/2 long years and asking for raises, at least a handful of times, first source was able to give me $4.10 more on the hour in the eight years I had given them. Not to say that everyone will have the same fate I did with this company. I have plenty more ammunition that I would love to spread around and warn all potential employees at this company, sadly, indeed, does not make the box big enough. I will just add a few more pointers before you head that apply button except button for this position. You do not get annual raises or cost of living they say they will give them and they appreciate your hard work. You may see a $.20 increase. Don’t try to talk to management about any of your issues be prepared to step back into a form of debate because they all talk like politicians. They will dodge your question and go around and around and around in circles instead of giving you a straight answer.

When I first started in Tampa, I loved them. They were really nice and personable. I started to work in data entry in the mail room. I loved it at first and within a month I was pulled aside for a promotion, offering me a $1 raise. I'm just gonna give you a list of whats wrong with the company now:

*did not have any of the programs I needed to practice the system
*went through 1 week of training to be told that 95% of what I learned was wrong
*spent three months getting yelled at for not doing the job right even though I had no medical background and they knew that before they hired me. 
*Was constantly yelled at and got yelled at on the floor, in front of our clients
*got told that because the work i needed to do was not scanned in the system, it was still my fault if i didn't hit quota, even though there was no work available
*was told that the job I got promoted for was the hardest and the easier jobs got paid $5 more and everyone was going to learn everyone else's job. 
*also, you will never get paid what they promise. Everyone gets paid $10/hour except PLP who get paid $5 more

If you're the type of employee that doesn't mind getting yelled at for dumb stuff, please feel free to apply.

Also, the week i left a person got fired due to a personal issues with the supervisor. 

The supervisor got in trouble for leaving sensitive information on her desk when she left work.

The supervisor also recruited several people in the mail-room to stick personal mail in their cars to send to the new building which is a complete HIPPA violation. when they got there, a black truck told them to put the mail in the back so Wellcare wouldn't know how much mail they actually took to make it look like they got more done than they really did. 

They were very careless.

When offered the position, I was initially told that training would last at least 6 weeks. In reality “training” was about 2 weeks. At the beginning, two weeks are dedicated solely to reviewing employee handbook and company policies, watching videos, and completing modules and assessments. Which is pointless and does not pertain to the actual job itself. So why waste a whole 2 weeks on that? The second half of “training” consist of one and a half weeks of your training group watching  a trainer work accounts all day without properly explaining the steps she’s taking to complete the accounts. During the entire course of my “training” I got to work two accounts. Barely even that. At the conclusion of the “training” several people in my training group asked for more time with the trainer. Management responded by saying we would “figure it out as we go”. Management thought that the solution to insufficient training was to have a daily Q/A session via Microsoft Teams that only last one hour a day. I was written up within the first 30 days of employment, right after training concluded. The write up was for something that was out of my control. They said that they could not see me on camera during the meetings but their equipment was defective and that’s why everything looked blurry.  However, there are several other employees that were not fully visible on camera during meetings either. I don’t think they faced the same penalties as me. Benefits are not available until after a year; that includes PTO. They do not care about work like balance. Nor, do they take time to properly train and develop new hires but shift all the blame on the employee when things go wrong. You’re just a number to them. 

If you are desperately looking for a job and have good computer skills, I recommend this job but there are also some things you should know before applying. Like on the mailroom side, if you are looking for stable hours, this is not the job for you. They start off by telling you you won’t work until a certain time but that is a lie! You have to stay until a clean desk. Data Entry, you do have the option of working first or second shift but before you can work here, you have to take a typing test. If you pass, you move to the next step: Interview, background check, and taking a drug test to get hired.

SORTERS - On your first week, you will most likely be PREPPING. Taking the staples out of claims or putting checks aside. Eventually, you will begin your training. Monday’s and Tuesday’s are the busiest days for the sorting team. It can be up to 12 hours pending on the mail load and the speed of the workers. Wednesday through Friday, you never really know. It can be busy or the post office won’t have any mail so you are done within the hour.

E-SORTERS - Not a lot of people work in this department so this job can be stressful. All the mail that is sorted and gets scanned goes then it goes to E-Sorters. You aren’t allowed to leave until everything is done and that can take up to 6am the following day. 

DATA ENTRY - This is “the best” option if you are going to have a job here. The job has stable hours. You will have the option to come in on the weekends if there is a lot of work load. No talking is really allowed unless there is a meeting but you are free to listen to music. Bad part of it there can be a lot of pressure from the higher ups when the workload is a lot.

You will never make more than $10/hour. They will lie to you and tell you differently but its still a lie. If youre a temp, you get $11/hour. 

Managers and Supervisors will constantly yell at you for doing something wrong even though you perform the task exactly as you were told to do it. 

Training is worthless. They train you for a week and then tell you the trainer was wrong. 

You will not get paid for overtime completely.

The head of the branch will come in momentarily and blame the fact that they are behind on you. because "You know you're doing mistakes but you just don't care. You're doing it on purpose"

If you know what youre doing, they will make you the go-to for questions and then complain when you arent able to meet requirement even though they have directed all questions to you because you know a tiny bit more than others. 

They will tell you that older employees are doing more than you in a shorter amount of time which is a lie. The older employees used to work for Wellcare which lets them work from home. So they can go home and work which means they will get all the benefits for doing extra work, never you. 

They have multiple HIPPA violations. While I was there, they were stealing mail to trick Wellcare. And they also got flagged for leaving important information on their desks overnight. 

All in all, walk away. This job is terrible and they come off as sweet but in their minds, the company failure is your fault, never theirs even though you've only been there a couple of days. Its all a lie

I didnt want to complain about this company but they are extremely nit-picky! You got alot to pay attention to all at once and theyll get on to you. Anxiety for me was overwelming at times and the training was awful. Its a two month training and it felt like college. Ive been in college for 9 years i didnt want to go back. The pay or job isnt worth all of it in the end if it was id feel differentially. 13 an hour is not enough for the amount of training and work your required to do. The pay Its the same at fast food places around here. Ive worked for similar companies and their systems were not nearly as nitpicky and hard to navigate through as theirs. I didn't go to work in the morning feeling stressed out or spent my day worried if I had hit the wrong button and their systems at other jobs I have worked for. Let me put it this way the same type of job with less systems to work with and I got paid way more than 13 an hour to do it. Plus my schedule was a lot more flexible. For a work-from-home job they still want you to feel that you're at an office so they do try to make it feel that way as often as they can. They have mandatory meetings and they have a clock on the computer that they have you follow around every day so that they know where you're at. I've heard the supervisor say that even though you work from home you are still considered a working office employee. Working this job and at home with a four year old was a little manageable it was stressful at times.

I am contracted in to a hospital.  The team I work with here is beyond amazing.  Always made me feel part of the team.  I am sad to be leaving them.  My supervisor and mgr with FirstSource...also amazing.  

It is upper mgmt where the problem lies.  There were 3 people here at one point.  I have been doing the job of 3 people for many years off and on, no compensation at all.  You are just a number, just a body.  Upper mgmt doesn't know you, upper mgmt doesn't take the time to review all the work you have done for them, all the money you have made for them.  I was a very loyal, dedicated, hard-working employee and upon learning people coming in were making very close to what I was and then getting a raise after 90 days and a sign on bonus, my decision to leave wasn't hard at all.  I will miss my immediate supervisor and manager.  I will terribly miss the people I worked with at the hospital and that have become my friends.  No advancement unless you move away!  I am making only $2.19 more and hour than when I started 7 years ago.  Emails from corporate all the time on the millions, billions, trillions they are making, but we in turn get nothing (.21 to .23/hour per year, when there is not a pay freeze).   

Corporations need to learn to take care of the people who take care of them!  Don't just hire in bodies so it looks good, cause some of those bodies don't do anything and the loyal employee ends up carrying them as well.

Would not recommend applying here!

Top Job Titles	Average Salary
Eligibility specialist 209 salaries reported	$19.55 per hour
Patient advocate 1 salary reported	$20.00 per hour
Patient services representative 2 salaries reported	$3,173 per month
Mailroom clerk 2 salaries reported	$17.43 per hour
Processor 1 salary reported	$16.00 per hour

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