customer service representative

manager

program manager

licensed clinical social worker

medical director

L.A. Care Health Plan

I loved my employees at LA Care Health Plan. You can tell people are passionate and love what they do, helping others. They have an inner motivation and that is important to me. 

My particular manager was amazing. She was supportive and trusted me and worked well under her. I didn't hear the same story about other managers. I heard stories of favoritism, harshness, and nothing being done to stop the managers bad behaviors because they didn't have anyone to replace them. 

The employees in HR was always super helpful and I could tell they were there to help the employees. I enjoyed my interactions with them. 

I also love my recruiter, Chelley, that helped me get into the company. She was attentive and on the details. She keep me informed. I think since then, she has transitioned out of recruiting and into another department, but she made a difference in my first impressions at LA Care. 
I also worked with Liliana Lopez on some projects and she was fantastic. She communicated, was honest, consultative in how she helped, and always put the company first over her best interest. I can't thank her enough for the difference she made in my projects. 

If there was high turnover in one department, it took them too long to find out why, and help the situation. By that time, people have left. 
I was also unsure of my job security. There was always talk of LA Care being long standing because of the recent changes to healthcare. Public funding could possibly get pulled out from them. 

When I was there, they had yoga during lunch breaks, Toastmasters after work, healthy lunch restaurants come on site. They had awesome benefits.

L.A. Care prides itself on serving the underserved and vulnerable populations, however, its management and leaders are severely disconnected from root causes and issues of the population it serves. A typical day is very meeting-intensive with mostly administrative tasks that require mundane entry-level skills. Majority of the meetings could be conducted over email. The meetings are typically long, drawn out, with individuals often talking over each other with no real intention to progress forward. 
The biggest issue L.A. Care has is its hierarchy. It stifles independence, decision making, and room for growth which is probably why the turnover rate remains egregious. Management is by far the worst I have experienced in my 15 yrs of working for corporate. Managers hoard information from their teams to keep control and micromanage staff to maintain the hierarchical structure. Managers also have poor communication and have actively prevented staff members from meeting with c-suite executives and upper management for questions. The open door policy does not exist here. They are also quick to throw an employee under the bus to preserve their own reputation. I simply stopped believing in this company’s mission and values after being exposed to the recurring behavior of management and leadership. L.A. CARE continues to repeat actions they’ve always done and has no intention to change any time soon. If you are looking to make change or improve an organization, do take note: this place is highly resistant to change. 

Though I learned much in the way of skill set, I would never recommend others to work here. Between 2014 and 2018, the enjoyment of working at L.A. Care had declined steeply. If you thrive in an environment that is often chaotic, has hostile management, and provides little guidance, then this place is for you. What is of greater concern is an uncertain employment future for many of us. This is a public company contracting off-shore vendors to accomplish work. 

There is little to no guidance allowing new staff to quickly understand requirements and data so that they can perform their duties with confidence and accuracy. Veteran staff members merely tell others to ask questions and read available materials. Because the data lacks one source of truth, reporting accuracy is questionable. There are those in management that do not not have technical comprehension of the complexities of reporting production. They persist with unreasonable expectations for deliverables because they believe that technology will solve or expedite production. There is a high turnover in staff. Former staff leave after one or two years having skill sets of "just enough" (their competency should have been better). Watching former staff leave and hearing their reasons (manager or management hostility, lack of consistency, manager or management incompetence, etc.) is demoralizing. There is no work/life balance here.

I got a lot to say tbh, wage is pretty good, training is fun, but not really enough, you learn until you’re out on the actual floor. If you’re a fast learner you won’t have a problem memorizing DLP’s but they change often. When you have questions you get different answers from different sups/leads. It’s a pain trying to ask for PTO/days off. Everything affects you, they monitor EVERYTHING, they score your calls and deduct points for the stupidest little things, when just being there helping people should be enough. They manage your call time and breaks and your time score (yes they score your time as well) will be affected if you get stuck on a call and it ends up counting against you unless you go over the call 30 minutes (which is never the case). You have to ask pointless questions at the beginning and end of your call and to top it all off HR is useless. IT desk sucks, they’ll just tell you to plug and unplug and if that doesn’t work you have to go into the office. Oh and If someone ever wants to speak to a supervisor there is no one ever available. They want you to do the work yet their resources aren’t much help and most of the leads/sups won’t help or fully try to understand you’re question. 

Bottom line - don’t do it, I’ve never had a job that has a took a toll on me as much as this one. 

Those in management positions lack the fundamental knowledge to do their jobs. Rather than being true leaders, they play the game of pass the buck and pass the blame which results in poor scores during State, Federal and National audits. Requests for training go unanswered. Managers have poor communication skills and rarely respond to calls and emails. At one point, an otherwise sweet and hard working employee was pushed to their limit and threatened to do harm to their manager and director. This is a symptom of a condition that runs throughout the organization. Work place bullying among managers and "leads" runs unchecked. The organization is hemorrhaging staff but is to ignorant and  arrogant to care. Because staff are quitting at what should be alarming rates, those remaining are assigned the job of three FTEs and are not provided training to perform any new assignment. The Organization cannot retain "good" managers for more than a year.  With the current management in place, it is only a matter of time before either the State, Federal or National organizations shuts the place down. Telecommuting used to be permitted but, due to increase in micromanagement, it has essentially been removed as an option.

Working for LA Care was not only enjoyable but also challenging and rewarding at the same time. When I first began I did have to learn new processes but that was given since I was looking for a challenging position.  
     As time progressed I improved on those tasks by creating automated processes that saved time and improved on accuracy.  Since it was a very dynamic department we kept up with any changes that would arise and implement new processes as needed. Working with such an accomplished and professional staff made it rewarding since I was always learning and working simultaneously. Management would allow us to work collaboratively and not work as if we were in silos which was a great help as well.  On occasion I would run into some obstacles but with my staff we would always find a solution or work around to resolve any issues.
     Now the most enjoyable part of the job was the team culture that was always positive, inclusive and skilled.  I have to say even though I no longer work with them they will call from time to time to check up on me and I will do the same.  I can't say that about every position I've held so I believe that says a lot about my time at LA Care.

I work in 2 different departments and collaborated with other departments at L.A. Care. The company as a whole was professional, civil and productive. The department I worked for used me beyond required hours of work and then when I did not join their groups within the department, I was considered not part of the department and isolated. I am a worker who has a family and does not prioritize being in with these clicks of different positioned co-workers, who are upset when their authority is challenged and recognize by others in the department. During my experience, two other co workers took a 3 month leave of absence. I cover their workload as well as my own and finished within required time frame. So I took on the load of 2 others in the time of their absence. After they came back and I made known to the manager of what I had cover, the manager instead of bring positive, took my factual information offensively. After that it did not end on real good terms . That is why even though there are plenty of open position, I tend to decline due to the experience there.

There are so many amazing people and talent that work here. We are very mission driven however if you ask anyone what our mission or values are they kinda fumble around and don’t give a clear answer. 
In my work I hear a good cross section of employees across and vertically and there is a sentiment that something is missing. I’ve only been there for 2 years but I believe what is missing is leadership accountability in our core values and a lack of people centric mindset in HR. There’s lots of politics at the top which is so distracting for folks to actually do their jobs. HR leads with a punitive slant and makes exceptions for titles and sweeps issues of bullying under the rug. Quality Assurance discourages call reps to be human with our members. DE&I initiatives  are treated like recreational activities. It’s so sad to see so much great talent leave this company with an admirable mission leave because leaders are more managers than advocates of their own people. 

Came in not knowing anything about healthcare, as time passed by I was able to have a better understanding. Only thing is that it's hard to make connections here due to working from home so there's a sense of distachment from your manager and colleagues. When you're on the on boarding orientation, that's your time to make new friends and get to ask all the questions you have.(enjoy it, this will be your only time to be really chill) Once you're on the floor and taking calls you're mostly on your own.. The job itself isn't bad, you'll eventually learn. But, it can be very rigorous so if you're not so much of a patient person and willing to actually help these members then don't apply. You'll get irritated and frustrated with those members who tell you how to do your job and it honestly takes a toll on you so if you're one of those people that doesn't have much patience then this is going to be difficult for you. It's very busy so they require mandatory OT during weekdays and also weekends. 

At Faneuil LA Care you are just a number. A person there to answer the phone line. Your life and wellbeing is not a factor to this company. To them you don't matter unless your available to take calls. The supervisor once said she has to approved all request for PTO or CallOuts before you can send the request. If she fells your reason to be out is not good enough, she won't hesitate to tell you. The job deals with a lot of already stressful clients and you really cannot help to solve their issue. Your are really collecting data and sending the information to another department, no problem. The issue is when the  other department says they cannot do anything and refuses to follow up with the customer. Now you must solve the problem without the tools or training to do so. When you reach out to a lead or supervisor for assistance, you ask to go read a DLP but  also watch your time on the call. The whole place need a lot of revamp. Also when you submit  your availability, this means nothing. You work when they say or else, major issues. 

Top Job Titles	Average Salary
Customer service representative 4 salaries reported	$22.00 per hour
Manager 3 salaries reported	$104,333 per year
Program manager 3 salaries reported	$122,333 per year
Licensed clinical social worker 1 salary reported	$201,827 per year
Medical director 2 salaries reported	$278,520 per year

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