call center representative

data entry clerk

developer

bilingual call center representative

transaction processor

Fortuna BMC

What is the best part of working at the company?
The company was fine and working well for me until I realized they were lying. I was doing project for medical dental that was a 7 week trainiing the trainer was awesome (hence the 2 stars) in sept after i was finished with training i and about twenty others were offered Medicaid customer service for Wisconsin and the training we were all in the same training the permanent and the temporary but I thought we were all temporary which I was wrong. after the training was over I found out who the permanent people were because they did not end up in the chat que due to us being remote. I was also told that in three to four weeks we will come back for retraining for more systems and applications which would make us more valuable. that never occurred and then out of nowhere 12  of the 20 that were assigned to this new role from a previous project were told that they were being sent back to the old project again which is medical dental which was horrible. Then Fortuna just fired those employees, they never came back. The reason I know this is because on Microsoft teams it shows when they've logged on and all 12 of those people never logged on again.


What is the most stressful part about working at the company?
We were Overflow we never got any updated training we always stayed in that queue of just the Temporaries and then we were sent back to Medical Dental and they gave us a 7 week training in one week.  some of the ones that were left immediately just quit. maybe like a handful stayed but then they started adding more to our calls. and since I was not properly trained in the amount of time to understand what was going on and I was being told misinformation constantly from the trainer himself and from supervisors who were supervisors that no longer had an actual team to supervise for whatever reason.

What is the work environment and culture like at the company?
The  place is toxic and if you like being underpaid, repeatedly set up to fail. Then go get that position!!


What is a typical day like for you at the company?
`depending on the project great or horrilble

I enjoy working remotely at Fortuna BMC. They are understanding of schedule changes and work with you. However, I am on my 6th supervisor in 2 years. It makes sense with the nature of the projects, however, the management whiplash can make things confusing at times. Some supervisors are good, some not, but Fortuna BMC generally does a good job of weeding out the bad ones and listening to any complaints from the call center agents. You have to be very flexible both with scheduling and with not having enough information at times. To succeed you have to follow directions and make changes on a whim. If you're good at that and don't mind following orders which may seem silly at times, this type of role will be a good fit. This is a normal call center environment. Generally busy on Mondays, it can be back-to-back calls early in the week and/or depending on the project/call volume. It can also be very slow, particularly near the end of the week (3-10 minutes between calls). The most enjoyable part for me is living on the west coast but working east coast hours, allowing me to have most afternoons free. The hardest part is keeping up with the changes from the contractors and conforming to directives they give which may seem counterintuitive at times. Overall, this is a great job if you love flexibility and can handle a constantly changing work environment.

Unethical business practices and a lack of transparency in communication from management have been observed. The company lacks a clear plan or goal and has toxic management culture. Managers punish employees for talking outside their cubicles, and executives don't work well together. High-level team members believe that the less the CEO knows, the better. No policies or procedures are in place for any business aspect, including HIPAA compliance and adherence to industry regulations. Finances are secretive, and it's unclear where the revenue comes from. The company exaggerates pending contracts, and some executive mentors lack qualifications. Lacks professional conduct, integrity, and legal compliance. Overall the company is untrustworthy and may even be engaging in dangerous activities.

Fortuna BMC, specifically it's call center agent sector, is kind of soul sucking. While you might have a good relationship with your direct supervisor, you're unlikely to ever speak to anyone else outside of disciplinary action. Most supervisors have little to no knowledge about current projects and give horrendous guidance that results in poor caller experience as well as issues with QA. There is zero engagement with upper management. Fortuna seems to bot understand why their employees are not invested in the company but they do nothing to foster a relationship with their employees. The attendance policy has become increasingly strict (expect to be written up if you're out sick without a doctor's note), they're very unwilling to work with you on requests for time off (many employees requests for time off for doctor's appointments are rejected due to "needs of the business"), and restroom breaks are unpaid and highly scrutinized. The company constantly lays off large groups of employees by essentially inviting them to a mass zoom meeting. They also have essentially let go of all but a couple of good supervisors in what feels like retaliation. I would not recommend this place of employment. 

In the months I spent at this company, I can't think of one time I wasn't stressed. First of all, the training period is only about 3 days, throwing you a lot of information at once and expecting you to memorize it all in a very short time period. I felt very pressured at this job as they did NOT do a good job making you feel secure. They are CONSTANTLY (literally weekly) changing policies. They have insanely high expectations for little pay. They will find any (and I mean ANY) small reason to fire you. While working there I even witnessed my own supervisor get fired. They are highly critical of their employees. One day you think you have the job, the next day you're fired for something that objectively feels small. I would not recommend this job to anyone. The one pro I can think of is the supervisors and colleagues I was able to work with, although we never met face-to-face I noticed they at least helped one another out a lot and showed a lot of humility, however that's something I would want from the company itself first. Other than that, it was a terrible experience. 

After working in Customer Service for 5 years I have never had a job mess with my mental health this bad. I was working for The Smile California project and the management is unorganized and rude and have terrible communication. The lead/supervisors are also rude and are not on your side at all. They will make you feel invisible until you make a mistake and they will try to fire you for any reason. Also, the training was TERRIBLE, it is literally the blind leading the blind and they expect you to be ready and throw you straight on phones with no help with the call or where to find the materials. They have you do 10 million positions and will not provide any raises or bonuses unless they are feeling generous. If you care for your mental health please DO NOT work here and I would NEVER EVER recommend this job to anyone, not even my worst enemy. This company is very fishy and will find lope holes to get away with how they treat you and this company should definitely be reported to the Better Business Bureau Department.

Constantly threatening to fire people. No respect for employers or management. Some management wouldn’t do anything and would fake it to make it. They would never follow through with listening to team member calls, if they knew they were good at their job. Unless they felt threatened by the team member, then they won’t knit pick them and throw them under the bus. The managers who were actually nice people and actually worked twice as hard as the lazy ones were always the first in line to get let go. Made no sense. HR is the rudest. Huge attitude problem. QA is dehumanizing. And I actually never had issues with the way higher ups that immediate management always blamed for why we were treated so poorly. It was always team supervisors and HR who treated people like garbage. Then somehow these people get promoted to places in HR and onboarding. And the toxicity continues. They don’t want people who actually do their best and work hard, they want to underpay unprofessional people who they can constantly belittle, and they only promote sharks who play the system.

The most enjoyable part of the job is helping others, showing them compassion and making them feel less anxious about their situation. The hard part is having to rush through calls due to handle time which makes it near impossible to provide our callers, mainly the non English speaking older people, with adequate assistance, patience and empathy which many of them require. Another annoying thing is not having any calls coming in for hours on end...makes for a very long work day. Overall, management is great as is the workplace culture. The six hour training is also ridiculous because the amount of information one must learn is extensive. However, hearing the smiles on the other end of the line makes the "cons" worthwhile and very rewarding. 

Being with this company for over 2 years. I have had the great opportunity to work with some amazing leadership. And even better agents/operators. There are always certain issues that arise when working remote, whether it be software or hardware issues. But for the most part, these issues are always resolved. This job (Remote Work) Is not for everyone. In order to perform this job you have to be self reliant. And self sustaining. When it comes to defeat, the only one to blame is yourself. Staying positive continuing to complete the tasks you may have and a personal drive to succeed, is what is needed to make the company and yourself grow, from within. Being there for the time you are asked to be present goes a long way here. I am one to attest that if you work hard and continue to do what is asked of you? You will go far... in 2 years I have grown from an operator to project manager. And looking to an eventful and prosperous future. 

Fortuna is by far the worst remote job I’ve ever had. You end up doing not only your own work but also back-office dental work for thousands of providers. Providers submit bulk requests daily, and because there is no limit on patients you can look up, the chat and call queues are constantly clogged.

Pay is capped at a very unreasonable wage, with no raises, no PTO, and no paid holidays.

Leadership is unstable, with supervisors constantly rotating. High-performing frontline agents have no real opportunity for promotiom, leaving agents stuck with no growth path.

On top of that, QA is nitpicky when grading calls and chats, docking points for minor things even when the work is done correctly.

Top Job Titles	Average Salary
Call center representative 17 salaries reported	$23.53 per hour
Data entry clerk 12 salaries reported	$17.88 per hour
Developer 10 salaries reported	$50.25 per hour
Bilingual call center representative 2 salaries reported	$26.50 per hour
Transaction processor 20 salaries reported	$18.68 per hour

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