care coordinator

mental health therapist

software engineer

licensed clinical social worker

physician

Included Health

I loved working at Included Health. We were allowed to be ourselves on the phone as long as we are polite to the callers and we give it our best. I never got called out, especially in the beginning before all the changes happened. I am not the complaining type of person so I loved that I was allowed to do things my way. In many other companies I have worked for prior to IH it was very stressful because managers were not well-intended but with IH the leads were always helpful. I particularly loved a few. I know others here would say otherwise but usually the response is commensurate to the amount of work you put into every call. They hear your calls! I love helping people naturally and I don't put the phone down when the call gets tough. We do gargantuan amounts of research with every call to make sure we give the most accurate answers before we say anything affirmatively! You have to compare 4-5 different resources otherwise the callers will make the company pay for the wrong information you gave them: CPT Codes/DX Codes for cost estimates of any procedure. This part is hard but I love research so I didn't mind at all. It just gets taxing when you are sick or not having a good day for any reason. You will deal mostly with irate callers because of their claims issues. It will mostly be claims advocacy and claims cases and multiple follow-ups with insurance and the members themselves. It is not an easy job. You need to know everything. If you don't you have a great resource in the form of your data base, your leads, and colleagues! You will never get lost. It does happen when you don't get much support because not a lot of people are on the floor that day but it's rare in my own experience. When I moved to another team that is when it got really tough! This all depends on what team you are assigned to. I was for Google and our team was solid. I got moved to another big account ( I was helping with 2 other of the biggest accounts as well - I was everywhere!) which made it stressful because the insurance itself did not work so all the calls are about incorrect claims filed by physicians. You combine that with a very different work culture on this new team and the nit-picky QA who have never experienced taking a call in their entire career made me leave. For example, a member calls about their preventative care, you give them all the info they need, and do your note taking and tick your HVRs, you thought you have given the best experience to the member because they are very happy before the call ended, the QA team will pick that call and suggest something that you should do like discuss an SBC to make the call more solid which has nothing to do with the pertinent questions of the caller. Nonetheless, they want you to fail so they do it anyway. They do it during performance review season. In my opinion, this is so that you won't get a raise. There is absolutely favoritism on the QA side. If it was not for this I would have stayed. Then, they also changed our schedules which made a ton of people leave -- the best ones! I miss working with my team because we treated each other like a real family and this is no joke. We loved one another and our leads are extremely supportive. I have never experienced working with the best people until I worked at IH. They provide the equipment, they have a generous amount of PTO, Holidays, Birthday off, stipend for internet and home office, a solid medical, dental, and vision plan, and access to our own network of providers through a user-friendly app, you also get incentives when you work OT. I always topped the OT scales so I was paid well and I got rewards for it--you can choose from the available rewards they have! They also have other prices when you get points from your colleagues! The only downside I could think of was the fast-paced training and the lack of growth due to the awful QA team. However, while you are working with them they will schedule you for training so you learn or get a refresher. I'm 37 and I can say this company was my tribe. I have a master's degree and I was working as a DCC (Dedicated Care Coordinator) for IH in a completely different field (healthcare) and I couldn't thank IH more for the opportunity they have given me. I learned so much in my 1 year and 7 months with them. If not for the QA team who give ridiculous suggestions I would still be there!

While the company does provide administrative support, an app for client visits, and company-owned equipment for full-time employees, the compensation package does not truly reflect the resources and time required to complete the work effectively.

The company frequently makes changes to compensation packages with little input from clinicians. For example, the 401k match was removed on short notice for several years and is not scheduled to return until 2026. Similarly, while bonus opportunities are advertised, the parameters are often communicated outside of a realistic timeframe, making it difficult to qualify. In addition, technical glitches are frequently not addressed with transparency, issues are often discovered during sessions or reported by clients. This became a more significant problem after a major update to the app and EMR, which caused these issues to multiply.

Although the company defines 30 hours per week as full-time, there is no real acknowledgment that a caseload of 30 clients is high and requires more than 30 hours to manage. This is especially true in a setting where therapists are expected to complete therapy, referrals, consults, peer reviews, trainings, documentation, and track technical errors all within specific timeframes.

This structure does not support work-life balance or foster a culture that prevents burnout and anxiety related to visit thresholds and base pay. While clinicians have the ability to schedule their own appointments, there are parameters in place that often leave little to no time between sessions.

Although this position offers the ability to work remotely, it has not provided opportunities to expand clinical knowledge, offer competitive pay without exceeding 40 hours per week, or allow time for career development or personal pursuits.

If you are considering a full-time remote position, it is important to understand that it can sometimes feel like an assembly line of patients, with a significant potential for burnout.

● Work-life balance
Heavy workload. At one point I had oversight on over 100 cases.

● Pay & benefits
The benefits are great! They have different Insurance plans you can choose from and the HR department is always open for questions regarding insurance. Good pay.

● Job security and advancement
When I started working here, they had a crew of amazing managers and trainers that constantly trained us. They were always motivating the team and always updating us on new information and procedures. However, they laid off all of these amazing managers and employees and the environment became very different. Rather than focusing on training, the new managers micromanaged employees and did not train on new procedures. It felt very hard to grow as many employees had to take on a higher workload due to layoffs.

● Management
The management team when I started at Grand Rounds was incredible. They were positive, motivating, helpful, and professional. They took their time having 1 to 1’s with employees and focused on growth areas. When they were laid off, a new management team was hired and they were very different. They micromanaged employees, were unprofessional in communicating employee matters with other employees, and were not as accessible to employee questions.

● Culture
My job felt very autonomous when I started working with this company. When needed, they would allow employees to work remotely from home if they were not feeling well. Which is a great perk. The management crew that used to work there were very informative, professional and helpful. However, with the new management crew and the way they oversaw employees, autonomy decreased. I felt like I was not trusted in doing my job well and it greatly diminished my confidence in my job.

● Overall
I feel as though this title speaks for itself. Great company, good pay, but after the layoffs, it was apparent that the company laid off people that kept this company strong and it’s employees happy. They laid off most of management which decreased team morale and training was not as consistent.

Grand Rounds took the best care of their employees that I've ever seen and experienced. They believe if the employees are happy, well rested and taken care of, then they work better, hence a better company all around! I love that I was able to learn about the medical field and what it's like to work so closely with patients and the medical facilities. I was able to learn about certain diagnoses and work closely with the physicians to talk about the case. This company has the best people in the city working for them and everyone is SO understanding and supportive of each other and our personal lives it's a little mind blowing. (kids' birthday parties, birthday dinners, "care team lunches" etc.) The hardest part of this job was probably becoming emotionally invested in a case. At this company we have many different cases with different patients, with different diagnoses. It's hard sometimes to hear a patient talk about the pain they're in or their dissatisfaction with a Dr. or a procedure. The one thing I absolutely love about this job was, this company truly admires, and appreciates individuality. They did not treat any two people the same. They were very understanding of life and the circumstances that may come up. For example, my daughter has epilepsy and ANYTIME I needed to leave for her, there were no questions asked. I was able to work from home when my daughter was sick and never lost any hours at work. They equipped me with everything I needed to work from home, and at the office. I love this company. I would support them all the way.

The company is wonderful, they have a vision for providing the best benefits to their employess and really show that they care with their benefits package. Their benefits are amazing and the pay was great, as far as I could tell. 
However, in the year that I worked for the company, I had three different supervisors. It seemes that the positions were given off to individuals who were not qualified. The last supervisor I had was really undertrained and unable to respond adequately to the issues expressed by the staff. 
When I noted a concern or requested more assistance, I felt like I was punished with a verbal warning. The next, I was told would be a written warning. 
I was told my "metrics" were  below adequate when all I did was give my heart and soul into that company. 
When we started our role, we were less than 40 employees, the call volume was about 100+ calls a day. Therefore, even management understood the demands were impossible to  meet. We were told to just do out best and keep things going. 
However, When I asked for a schedule change. They informed me that my metrics were so low, that I would not even be considered. 
I spoke to all my supervisors about needing a change in schedule and continued to remind them to keep me in mind when something came open. Instead of providing a schedule change or any other options, they found  ways to push me out of the door. Eventually, after so much pressure, I had to resign. 
I grew to like my role even if it was not what was on the job description. Even if it was just a call center job, I grew to understand the need for it. 
I believe that if management had been more trained or more open to listening, I would've stayed longer with the company. :)

You will feel unsupported, dealing with ambiguously written processes.  You will be told one thing from one person and the opposite from another; then you will be written up or ignored for asking for a clear direction. 

You will not be given the tools to do your job. You will notice issue after issue in processes and software. You will constantly be working around that fact that it is not the correct application to care for patients.  In the beginning you will care, but you will find that you have no one to turn to and no one will fix it. Then you find out patients don't matter anyways. 

You will stress about patients not getting their prescriptions or results for a month. You will work your tail off because you care. You will get OT, but you won't get a promotion. 

You will have many coworkers that just get hired because they are related to someone and then promoted. You will clean up their messes day after day. You will be reassigned due to new contracts the company has signed.  Your role will be taken over by those relatives and you will never be given a plan or timeline. 

You will only be allowed to say positive things, so don't even try to help fix anything. Bringing issues to the forefront is considered negative and unprofessional.

You will be treated rudely, ignored and lied to.  You will love most of coworkers and bond on the nightmare that you are in everyday. 

Unprofessional management. Unprofessional, unclear, and rude training. This is not a medical company, nor is it a tech company. Doctor on Demand exists to collect money.

Training received should be negative stars. You are forced to take calls you arent trained for. seriously i was told to take calls for certain clients that i was not trained on. Then they flunk you for quality because you obviously didnt get the training needed to take those calls. Quality is INSANELY picky. You have to say specific verbage or you are dinged. They say you don't but when you get your scores back you do. Auditing is also inconsistent. If you get along with your supervisor it is okay as far as office politics and favoritism. If you don't then I have seen others picked on for petty things during their calls. The company tries to act like the health insurance company but has only minimal access to the actual insurance information. It is the most ridiculous thing ever. You are better off calling the health insurance company and just dealing directly with them. Call Grand Rounds you are just going to get the company line we created a case for you and you will get a call back or transferred to the actual health insurance company. Equipment doesn't work well. You have 5 minutes to respond to slack messages and god forbid you have to use the bathroom. You will get a slack message from your supervisor. don't answer it and  a text message all within 5 minutes. All of a sudden Im being accused of leaving or not working when all i was doing was going to the bathroom. Management micromanages you and jumps to conclusions. 

Started working as a dedicated care coordinator in 2022. After the informal training we were sent to the phones where the supervisor I had just had started as well and was just as confused as myself. Upon taking calls I didn’t realize I was taking a tech support position. There were calls being transferred to my team tier 1 that was for tier 2 and we were told to figure it out minimal help. You had to stay logged in no matter what if you missed a break meal or getting your kid to or from school they didn’t care. Everyone there puts on a face like they want to help but yet plotting how they want to get you out. They micromanage so bad that it makes you nervous to make a mistake. They allow callers to speak to you disrespectfully for the sake of the company. Quality pull 60 calls a day and if they don’t like what you said you fail. You can’t call callers Ma’am or sir in a respectful manner. No one is ever on the same page. They changed my job title training. There is no one you can speak with that has the employees interest at hand. They offer a raid but if they font like you more than likely you will end up with $0.25. It’s a sink or swim the best you can situation. No one had been with the company more than 3 years and the turnover rate out the roof! The best decision I could have ever made was to find a new job. This had to be the most stressful place I EVER worked in my adult life and I’m almost 40 with a masters.

I worked at this company for many years and witnessed the significant culture change. 

The previously merged companies never integrated properly and so now you have one external face but 3 different functioning teams that do not work cohesively. This is the worst of all because this negatively impacts the member experience. The CEO talk about how the company hold the member above all else but that is not true. Members have awful experiences all the time and leaders aren't being held accountable for making the necessary changes to improve this. 

There is no training or management program and managers here get promoted from within so you have many incompetent leaders who do not know how to properly training and upskill the workforce. The result is a bunch of employees winging it and wondering why things aren't working right. 

Like any company, there are some really great folx working there that are competent and focused while you have others that are not qualified or simply have checked out and do not care. That being said, someone has to pick up the slack for those unmotivated folx on the team. This leads to burnout and just ridiculous amounts of work to being stacked to those who are hard workers while others coast by. Work life balance really depends on which team you're working on which is concerning. When you voice concerns about work loads, you're often told that help is coming but it never does so you eventually stop asking for it and everyone just moves along. 

If you’re considering joining support in any role; don’t. Unless you are a member of management you’ll be treated poorly, expected to work every holiday (while they are home with theirs whenever they please) and will have very limited time off- though managers and supervisors have unlimited time off that they use OFTEN- and at the expense of lower level employees. God forbid you are sick or need time off, you’ll be “coached” about your attendance (even if you have the PTO to cover it) 
There is zero room for growing in support. If you want to be paid better you’ll need to leave the company or go to a different department entirely. Even if you do get a “promotion” you won’t be compensated for it- just expected to do more work with a title change. It is woefully understaffed at all times. They blame it on COVID but it’s always been this way. 
Prescriptions, notes, records are weeks and In some cases a month behind- and managers don’t care at all. The pay is poor all around. If you’re remote, they’ll just tell you that whatever your pay is -is “market rate” for your location, despite someone doing the same or a lesser job a state away making $10 more an hour. 
If you complain, or give any feedback that isn’t all sunshine, you will get berated by the “director” or completely ignored. Don’t make the mistake I did by joining this company. 


Top Job Titles	Average Salary
Care coordinator 4 salaries reported	$22.50 per hour
Mental health therapist 3 salaries reported	$63.09 per hour
Software engineer 4 salaries reported	$159,500 per year
Licensed clinical social worker 15 salaries reported	$60.09 per hour
Physician 7 salaries reported	$170,000 per year

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