customer service representative

account executive

analyst

client services

senior account manager

Health Plans, Inc

When I started, the company really felt like a decent place to work. There were fair benefits and the people had been there for a long time. 

Over time, that shifted a lot. The company grew and the benefits ceased to the bare minimum. The competent people were driven out from burn out and lack of support and no more growth opportunities. 

The culture there now is a ghost ship. The CEO is some suit who clearly does not see the employees as living people, just as assets to use and discard. The pay is abysmal (it was always low but it is now unacceptable). Multiple coworkers were forced to find second jobs or additional opportunities in order to make ends meet. Every single person at the company is overwhelmed and unmotivated and the CEO's response was to further freeze benefits and told everyone that once they start making a profit again, they'll naturally feel better about their work. 

The management is under constant scrutiny and unfair expectations. The company grew but had hiring freezes on every department so each person is trying to do the work of 5. It's not sustainable. Do not work here. 

The training program is wonderful, they give you a lot of information. But once you get on the phones, everything goes downhill quickly.  When you make a mistake and managers give you corrections, it feels like a threat. Then when you work hard at correcting the issue, you are told you didn't correct it in the right way, but the right correction was not explained. The supervisors say they are available to help, but every time you reach out, you get their voicemail. The system that is supposed to have the information available to look up if yoy have a question does not have all of the information that you will need on a daily basis. The calls are NON STOP, it seem like this company is severely understaffed. And this really isn't HPI's fault, but the pay is not a liveable wage. I am unable to afford housing on just what I make and I don't have help. This is an issue with all employers though. They do have a generous time off policy and there are quarterly bonuses, but if you live alone, it makes things hard. I know they are trying, but those of us on the front lines are STRESSED and underpaid for the amount of work we do. 

Training is full and comprehensive but only partially prepares you for being live on calls. The picture painted in training concerning call handling and metric expectations does not match supervisor expectations, and questions are answered with a lot of circle talk and unclear assumption. There is a tendency for certain members new to the leadership team to respond to inquiries in a condescending manner and then employ gaslighting tactics when confronted about it. If a complaint is made by a supervisor or senior against a rep, their word is taken as valid without any investigation from leadership, and while you are given the opportunity to explain, you will not be believed. You will be lied to and given misinformation daily. 

What is the best part of working at the company?
My co workers, supervisor and manager.  They are more supportive than any others I have worked for in the past.

What is the most stressful part about working at the company?
Way too much work.  It is very easy to get burnt out.  Raises are not as high as they should be especially with gas the way it is now, some companies give lower raises and I worked for those companies.  

What is the work environment and culture like at the company?
In my team people will answer questions and help in anyway they can.  This is a very drama free area and I feel appreciated.  The training does definitely need improvement, but that is the worse part for me.

What is a typical day like for you at the company?
everyone is assigned task and you work your assigned task and there is more than enough to keep you busy all day.

Pros:
Coworkers are nice 
PTO at the start of the year 
Major holidays off
Good health insurance which is why 99% of the employees stay
45 minute lunches and 15 minute breaks

Cons:
It’s impossible to satisfy their expectations 
Management is extremely unhelpful and rude when you have questions 
Things change daily and you’re not told so when you give the wrong information your grade goes down on your audit even though you didn’t know
Management doesn’t want to take management calls so you’re left to deal with screaming members and providers on your own
There’s no job advancement if you’re in certain locations
They favor certain employees and you know when you’re not their favorite 
Your lunch and break changes everyday and when they decide they want to change it on your with same day notice

Very busy call center, inbound calls averaging about 80 calls per day per person. Learned how to view and interpret claims to explain to members and providers. Learned how to navigate through CSipac, which is the system used for logging calls.  Fun people to work with, great summer outings at Kimball Farm. Job difficulty would be explaining claim and appeal denials to members and providers. Not always easy to explain why something is not going to be paid, people do not usually accept that news well. I learned about how complicated health care and claims can really be, and that members really appreciate it when you help them understand the process.

This company is full of micro-managers who care nothing for their employees. They won't even provide annual increases on time making employees wait 6+ months to receive their raise. Training is a joke and every mistake is broadcast to all supervisors. Even after ironing out the training and settling in the managers take any opportunity to tear employees down instead of building them up. No opportunity for advancement. No flexibility at all. Either you can come in and do the job or not, and there is a toxic culture to try to do your work in. 

High expectations from employees on production. Training at first is extensive. More complex tasks have little guidance, minimal training if any. Management wants to keep their eye one you so working remotely pre pandemic was an issue at least under our unit manager. Don’t expect an annual review or your monthly progress reports to be timely. Remote for over a year. No team meetings. Over 190 claims to be processed daily even when assigned non production ques (philosophy is that you better make it up on a light day). It’s  a job. OT available with expectation to do 50 claims an hour. 

3 weeks of training to become a CSR, then you're thrown to the wolves. Literally, the callers are wild. Management is nearly impossible to reach to get help when you need it, even though they'll all tell you how easy it is to reach out for help and people are always there. The training is great and covers a lot of material, definitely needed if you're new to insurance plans, just doesn't cover half the questions you'll actually get on your first day of taking calls, and again, good luck getting help when you need it. 

I provide Major Medical Health Plans, on a Individual and gruop from, I am in direct contact with clients, going over Critiacl Illness and Accident, dental, go over cliams and live policy,on the phone 40% of the day,and on the road 30% of the day, love what I do, I provide Health solutions to my clients and provide the best options for their needs,I am out going and very hard worker,very active, learned very well Part of the new Health reform,and exchange,the hardest part of my job is not geting my clients aproved fast on time, the most enjoyable part is calling them with the good news.

Top Job Titles	Average Salary
Customer service representative 43 salaries reported	$18.75 per hour
Account executive 29 salaries reported	$120,000 per year
Analyst 18 salaries reported	$60,000 per year
Client services 16 salaries reported	$60,000 per year
Senior account manager 15 salaries reported	$110,000 per year

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