case manager

senior case manager

administrative assistant

accountant

senior compensation analyst

GENEX Services, LLC

GENEX Services is company that anyone searching for a medical case management career should avoid.   To understand their focus you need to know their history.  GENEX was formed by buying-out smaller, regional independent case management companies.    Small businesses that focused on the skills of nurse and vocational professional experts and not the billable hours that GENEX is so determined to be their driving force.   All of these smaller companies were formed by nurses and vocational experts that built their businesses on their reputations for their abilities to provide the best case management services in their respected areas of practice.  The senior management has been at the helm for 20+ years and is not at all concerned with the case manager’s day-to-day work.   GENEX Services’ sole focus is billable hours and revenue generated by each case manager.   There is no registered nurse or vocational senior manager, only business and marketing executives without a true knowledge of what a case manager does and experiences on a daily basis.

Billable hours is how the company tracks the case manager’s productivity which within itself is not a horrible thing.  However, there is a huge amount of work-time that the case manager performs that is not allowed to be billed, i.e. Care Plans, reading medical records/file review, account guidelines, discussing the case with the customer and many more.  A disconnect between the actual work day and quotas.  The case manager gets paid a salary and can bonus but this is nearly impossible and if you are lucky enough to reach the bonus threshold, the bonus does not make up for the time and effort the case manager spends to reach this goal.  If you chose to work for GENEX Services, plan on working a minimum of 12 hours per day and weekends just to meet management’s daily/monthly billing quota.  

The GENEX Marketing team will sell case management services to the large insurance companies agreeing to multiple stipulations  and restrictions on the case manager that result in case manager performing ALOT of work that is never accounted for in their daily/monthly productivity.   Your GENEX manager might tell you that you’ll need to “be creative” with your billing which translates into you inflating your billable hours to account for your “not allowed” billable time.   This too seems easy enough but when you review your customer guidelines you’ll find that the customer, especially the larger insurance companies, have strict maximum billable time allowed.

You might think you can voice your concerns with your manager but you’ll be wrong.  Branch Managers are just the mouth piece of upper management.  They receive their bonus based on your productivity and so up the ladder it goes.  The Branch Managers are replaced just as quickly as the case managers if they are not making the goals set by the executives.   Remember the sales team write checks that the case managers can’t cash but the senior management endorses.

On top of all of the political BS, GENEX Services’ computer system is out-dated by at least 15 years.  Working from home seems like a great working arrangement until you can’t log-in or your computer keeps booting you out of the GENEX main server.  More down time that you can not account for towards your productivity.  Plan on working late nights just to keep up with the computer system.   Also the reporting system is far from being efficient.   You’ll spend a lot of non-billable time duplicating your reporting in order to meet the URAC and customer guidelines/standards, also not counted towards your productivity.   The template letters are outdated and full of errors so plan on spending many non-billable hours reformatting and writing your own letters.  Management has no interest in correcting the problems.   Then there is also the 150+ billing codes that you need to know when and where to use not to mention the numerous other codes from the individual insurance companies that they require you to use.    The customer guidelines are forever changing and some of them are quite expansive, 100+ pages, all non-billable time.

If you chose to work for GENEX Services, go into this position with eyes wide open.  Expect to be frustrated, have no family life and most of all, whatever GENEX offers you as a salary, double it because it still will not be enough to compensate you for everything that you will sacrifice and all of the work you perform.

I do not know about other departments in this company, but the Social Security Department is amazing to work for. I have never EVER had such an inclusive workplace and such fabulous leadership in any workplace prior to Genex. 

They do not micromanage and you do not have metrics. Management is willing to work with you and hear you out to clarify misunderstandings. They truly want the best for you. They also encourage you to find your own style of working tasks. 

The only downside is the PTO is 13 days which is abysmal. At minimum 15 should be offered with the ability to take unpayed time off if need be. We work remotely so things like outages can drain your pto; which is not our fault. 

The worst aspect is the pay. They pay isn't horrible but it's very low (40-43k starting) for the amount of work there is. Raises are 'merit based' and are like a 1 or 2% raise at best. Career progression can only occur if someone leaves. We are growing but very very slowly. They made newhires start cross training to another departments tasks and expect them to basically work two positions at once with ZERO pay increase. Management now tries to dance around this when I ask questions regarding when the extra work will cease. I'm assuming they just combined the two roles and hoped no one would notice. Meanwhile developers prior to me were grandfathered in and never expected to take on any such tasks as the rest of us.

One of the better parts of this job is HR. I usually work at places where HR is useless, incompetent, or downright cruel. The HR at Genex not only protects the company but actually wants the best for its employees. They are incredibly friendly, personable, and helpful! They want to work with you, not tell you off and expect you to roll with the punches. 

The work itself can become boring and dull. The training here was minimal at best. They gave me a bunch of tasks I had no idea how to work and a vague manual then expected me to figure it out on my own. I could ask questions to my lead but they took forever to respond and they act very annoyed and easily bothered at every meeting I have with them. Which discourages me wanting to go to them for help. 

You are super dependent on your co-workers for training. There's one employee who has been there for 7 years and kills herself trying to help new hires. It is sad that Management does not realize how much of an asset she is to the team and promote her or give her a raise at the least. 

There's also zero culture here. Management is run by lawyers. You need to find your own niche and reach out to others often to build any strong relationships. 

Overall a phenomenal workplace. At the very least they need to pay their employees  better. New hires are making more than people that have been there for years in the SS Dept. Which is DISGUSTING. Do better.

The training is not what you'd expect. Someone there with under a year experience can "train" you and the rest is all about asking questions. The training is about 2 weeks, you are mainly shadowing the person and taking notes or have some notes emailed to you from the SME.  Have the best internet connection you can buy, have up to date hardware, should you have lag between you and management, you will be asked to upgrade everything and IT does not get involved. 

You are expected to clock in and begin work promptly. If your scheduled break is at (example) 9 a.m., you must take it or inform your manager, lead, or SME with an explanation for missing it. Lunch breaks cannot be skipped. If you miss your lunch break, you must provide an explanation for failing to clock out on time. Note that "working on a report or claim" is not an acceptable reason for missing your lunch break time slot. 1 hour lunches are great though, most places still have 30 minutes.

Attendance: Calling in sick will result in the restart of your probationary period. Overtime requests must be submitted at least one day in advance. However, if you are contacted by a manager or SME on the same day to extend your shift, you are expected to accommodate the request or provide a valid reason for being unable to do so.

Management Structure: Leads, managers and SMEs may approach you with the same request independently, as there is limited communication between these roles.

Remote Work: For remote positions, you will be required to provide a photo of your workspace during the interview process. Pictures on your desk must be pre-approved. Being sick will result in "you work from home, please log in and try to finish some claims"

Office Amenities: The office offers occasional “no work days,” which include food and beverages (beer and wine). Additional amenities include ping pong tables, televisions, sofas, and private phone booths for confidential calls.

Mobile Device Policy: Employees must have their mobile phones with them at all times, including during breaks and after hours, as there may be random calls related to reports and claims. Please note, the company does not cover personal mobile phone expenses. You are required to call back within 10 minutes from the missed call or left voice-mail. 

Three days into my orientation, I was given a 30 claim case load.  A week into my training, a full caseload which included claims for which my supervisor had done nothing for a year on.  I truly loved my co-workers.  They're great and hard--working.  However, that's not enough when they don't say anything about the work environment and awful leadership.  Our supervisor was an embarrassment.  She constantly made mistakes and was wrong to the point that it made our job unbearable.  Her mistakes and the fact she was literally unable to do her job correctly, made our job incredibly hard to do.  Our entire team went to our manager with our concerns, legitimate concerns, with concrete evidence.  We were told that something would be done.  For a year, we were told to hold on, something would be done.  She understood, she saw what was going on and yet.... nothing was done.  She's still there and truly good people that knew what they were doing and worked hard have left because of it.

   People are managed by intimidation and fear at this company.  It's a bully atmosphere.  You can't even ask for office supplies without getting growled at.  It's so very sad because the people that are the work horses know that if the upper management/supervisors didn't do that, it would be amazing.  The actual job isn't hard.  People work hard.  They're good at what they do.  However, the unhappiness and sadness and fear they have because of the incompetence of management?  That's ridiculous.  
     At this branch, we aren't able to work from home.  The branch manager was apparently burned once and won't allow it.  Some of the nurses work occasionally from home but... there's no reason our job couldn't be solely a work from home position.  It probably wouldn't be as bad if it were.  The politics of management would be farther away.  I had an amazing review last year and got a 1% raise.  However, the company that owns Genex then bought two new companies...  It's just not a positive place.  The employees obviously aren't appreciated.  No one's ever said to me, "Hey.  Thank you for doing a good job' other than the employer and employees I work the claims for.  MY employer doesn't.  The benefits aren't that great...  Good luck here.

GENEX Services, LLC promises you a great bonus and all you have to do is work 160+ hours per month to get it.  Sounds enticing to work out of your home, but the reality is not so great. I worked as a field medical case manager for 5 yrs. I worked nights and most every week-end. Employees are given no non-billable administrative time to enter all the data required for the job.  Great emphasis is placed on getting your reports completed on time. This is for billing purposes only. In order to get your bonus you have to do quite a bit of "creative billing" because the expectation is that you will bill 8 hrs. per file per month. It does not matter whether the patient needs 8 hrs. of billing per month. The emphasis is totally on billing and not on quality of care. In fact, the expectation is that you will bill more than 160 hrs. each month. Many clients (i.e. insurance companies, TPA's) have caught on to this and have begun to limit billable time allowed for phone calls, letters, visits, etc. This makes it even harder to reach billing expectations much less to get a bonus. Stop and think about how hard it is to bill each and every working day in 6 minute increments. 

GENEX Services, LLC has been bought and sold a number of times. For this reason they are very interested in looking good on paper rather than focusing on long-term results. 

Employees are not valued.  The message is very clear that employees are replaceable. Before you consider working for this company you need to realize that sick days usually have to be made-up with additional work on your part.  Also it is very hard to take vacation time because the work piles up while you are gone. GENEX limits the number of vacation days you can take during holidays. 

Beyond orientation you receive very little support or training. In fact, if you do have to attend an in-service you are expected to make up for the loss of billable time. Doesn't sound legal to me but as salaried employees you have little choice but to comply.

I have been working from home for a few years. I Was looking for a change and decided to join the Genex team. They offered me a full time salary position. My honest experience so far. 
Cons: 
-you are dialed in all day, calls come in and ring once customer is in your ear, by end of shift you will be drained. 
- constant reviews, every call has potential to be reviewed. Heavy feedback! 
-culture is; you are a work horse not human. They don’t care if you planned a vacation 3 months ago, they need you to work those days. They don’t care if your kid doesn’t have a ride home, you need to plan accordingly to complete your shift. If you get sick don’t expect a “fell better” expect a “make sure to complete your absence paperwork”. 
-expect call after call entire shift. 
-If you like work life balance look some where else. 
-PTO is constantly denied.
- no flexibility, you must be at your shift and management will give you a hard time even if life events come up.
- terrible micromanaging culture
- you will be glued to screen entire shift
- mandatory overtime (will be paid) in 2 hour increments. 
- if they need you they will ask you to stay 30min- 1 hour over your shift without compensation, and those are days that service levels may be low and you are completely exhausted. 
-you will be busy everyday, all day. Very very fast paced! 
Pros: 
-provide equipment 
- work from home.
-Training is straight forward and very good, but very detailed, but nesting is very stressful and overwhelming.
- You get 30 minute lunch and 2 15 minute breaks, but don’t be late. 
- good benefits
- pay is competitive
- again work from home is a big plus

I hate to say it but unless you are used to a very controlling, micromanaged long-term career then go for it. Once you learn the work it is very monotonous and can be done very easily. 
If you have a family, or have other priorities or like to take anytime off to travel, or enjoy any flexibility this is not the job for you. 
They don’t care about you personally, they only care about their service levels, and you can tell by the turnover. Remember that when choosing this company. Hopefully this helps someone. 



You are required to be a minimum of 103% productive every month (8.3 hours per day), regardless of the size of your caseload or the activity level of your files and still need to jump through additional threshold hoops to earn any "incentive" beyond your required hours, which is then paid out at an hourly rate lower than your actual salary and held for over a month before its paid. The company signs contracts with insurance companies that limit what case managers are allowed to bill for activities without consulting case managers who can tell them how long it actually takes to perform the activities, which makes it harder to meet the 103% productivity requirement because we are not allowed to bill the actual amount of time it takes to perform a task. We are not allowed to take sick days or other offered employee benefits that are listed on our paystubs (volunteer or wellness time off) and are instead told just to make up the time before the end of the month and volunteer and wellness time off doesn't apply to case managers. In order to take vacation time, you have to pre-work the week to make sure all of your diary dates are met and are expected to reply to emails and answer calls while on vacation, and you have to take a minimum of three days in a month to reduce your productivity requirement. Management claims they listen to employees concerns and are responsive and talk the good talk about how they want their employees to have a great work-life balance, but on a recent companywide call, the CEO essentially stated that if you don't like the way you are treated and compensated, maybe you should go work somewhere else.

This could be a good job. This could be a great job.  But........ Training is an afterthought.   You start with cases your first week and no clue what to do.  You get training after three-four months on the job and then it's only for a couple of weeks. Managers in my branch are very difficult to get in contact with and when you need answers or help, that's not a good feeling.  Your direct report is also constantly changing making it confusing and feeling very unsupportive.  Managers are inconsistent in expectations. 
 What one manager says you can do, another says you can't.  You're punished for taking time off as you are still expected to make the billable hours quota for the month.  There is no work life balance as you're either at an appointment with a client. on the road to/from appointment,  or you're on your laptop putting that billing in. They brag about a work life balance, but  it's not there.  You'll spend three-four, and maybe five, hours traveling for appointments several days each week.   Caseloads are high making it difficult to effectively manage cases and provide good case management and good customer service.  You have to be able to work very independently without a lot of interaction or getting questions answered timely. 

Poor management. They only care about billing and making hours for the month. Management has no concern for life outside of job. 
The only time I ever heard from management is when there was something wrong on a file, in a report or with my billing. Rarely, if ever, is there any positive feedback from the management staff.

I generally worked 10 hours a day and there is always more to do. Plan to receive emails if your work is not done quick enough.

I constantly felt that they were threatening to fire me if I didn't produce enough.

The supervisors and manager is very involved and will harass you for reports and explanations as to why you were short hours (even if you were only short ONE HOUR for the month). 

If you have experience with case management I advise to find somewhere else to work. This is a good place to get your foot in the door and learn work comp. This company is not what it use to be. 
The team dynamic is gone and everyone is out for themselves just to make sure they produce enough.

PTO days are not really PTO days. If you take 1-2 days off for the month you will be expected to make up the hours so it is not really a day off. 3 PTO days and over will be counted towards hours for the month. 

Genex will NEVER take into account all of the work the nurses do on a file that can not be billed for. This is considered NONBILLABLE and they will not take any of that into account of the time you work each month.

A typical day at work is to attend appointments all day out in the field and then come home and do your documentation.  So that means you are working something like 16 - 18 hours, and that’s a good day.  You are nothing but a billing machine and you are considered replaceable.  Management is not supportive at all.  They do nothing but push for more billing and the push intensifies at the end of the month. Nurses now have to do the majority of clerical work. They also have taken away what they used to reimburse for, such as internet, etc.  The workplace culture is toxic. There is no work/life balance. They do not care if you have a family or any other obligations or functions, you are expected to work.  And you are expected to be on call 24/7/365.  As far as benefits they are horrible.  The deductible is ridiculously high and they just went up again on the premiums.  You get 6 sick days a year. They changed that policy a few years back. Now you get the sick days all at the beginning of the year but it used to be accrued and you didn’t get your last sick day until 12/31 of that year. Vacation time is a joke. When you have been there for 20 years you get 4 weeks of vacation. The hardest part of the job was pretty much everything since there is no support from management. The most enjoyable part of the job was I did meet a few good people but they caught on and left. All the good nurses left this company for other companies that valued them. This company does not value their employees at all.

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