quality assurance specialist

operations supervisor

customer service representative

medical specialist

quality assurance analyst

Leidos QTC Health Services

Former medical QA specialist. Worked at QTC for about 2 years. It became increasingly frustrating to the point where I went home depressed every evening. I left the office during every lunch, not to eat out but to get away. I needed space and quiet time to collect myself before returning to my desk. The system for QA specs was horribly imbalanced, unfair, and ridiculous. The "Q" is literally supposed to stand for "Quality" but my manager quite literally told me to do mediocre work in order to boost my numbers. You have to be pretty smart to do that job (a fair amount of medical terminology and knowledge of diseases/injuries which can be equivalent to what a 1st or 2nd year medical student would know off the tops of their heads) and the compensation was super low with regard to the overall contribution that the QAs gave to the machine. It was routine to work in tandem with healthcare professionals such as physicians, PAs, NPs, etc. However, some of them were so bad at their jobs that the QA specs did the major lifting for the paperwork. Can you imagine that these clinicians are getting paid $$$ for each exam while the grunts at the low end are getting squat for filling out their paperwork correctly? QA should be quality assurance, not "practically doing the job for you." In any case, I stayed there because I needed the money. That's all. I grew to hate many of the managers and mid level management. You MAY succeed here if you "play the game" and have thick skin. Here's an anecdote to sum it all up: The management had incentives to reward us with free lunches if we performed to a certain degree as a group. I remember this one particular time, they ordered us tacos. Whoever was in charge didn't order enough tacos. Consequently, we could only get one taco each. How the heck do you mess that up? One taco per person? After the millions we were raking in for you and your lazy providers? And it's not like they were giving us steak dinners or anything fancy. Tacos, bro. They didn't even bother to order extra pizza or make it up the next day. That being said, it was not all bad. There are a few good apples that know the system is wrecked but I didn't see any positive change while I was there. There were also some great clinicians who did stellar work but they were few and far between. In the end, I left QTC on a bad note. The QA specs were not compensated fairly for the work that was being asked of them. The clinicians were largely lazy and stubborn. I had no faith in the management. And the regional manager sent out emails that were typed in all-caps, like - WHAT IS THE REASON WHY BLAH BLAH BLAH. What a child. It was a secret dumpster fire and I'm glad I found a new job (which paid me ~$25k more for the same skillset and background). 

This company literally has so many rapid changes happening; there are frequent meetings explaining the changes. In addition, there are pointless meetings where management act like they care about employees’ perception of the work culture. In actuality, management does not care. Case Specialists are usually blamed for everything that happens wrong in the office like: not answering enough calls, not processing a certain amount of referrals per day, not scheduling “x” amount of consultative appointments within an expected time. One moment, management is saying the importance of the job is quantity (the # of referrals being handled). The next moment, management is saying that quality is key. The “Q” in  QTC should really stand for Quantity, because QTC cares more about numbers. Honestly, it is not human-like to process and schedule so many appointments w/o making a plethora of mistakes. How can a person focus on the quality of their tab if their desk phone keeps on ringing? How can a person finish what they are doing if a claimant is calling to reschedule an appointment/ or has some other concern? When you read the job description, it does not say that you are working in a call center environment. Be aware of this. Also, be aware that some of the managers do not have experience in the Case Specialist position (which is only a front end position)- so how can managers evaluate or judge specialists’ work performances? Let’s see if the managers can triage, peg, and then schedule “x” amount of appointments on a dysfunctional computer system. I don’t think so. This is the worse place to grow, because the higher ups pretend to care, but no impactful changes take place. This explains why many of QTC’s long time employees (in the Phila, PA office) complain about not being happy and finding better, more organized jobs outside of QTC. I can go on for days about this company, but I’m just going to end by saying: 

Temps have to do the same amount of work as permanent employees, which is unfair because temps do not get bonuses or any benefits for their hard work and dedication. Temps do not even get paid the same as permanent workers, so why should temps go above and beyond when they could possibly lose their jobs in the blink of an eye? The amount of daily referrals that a temp should handle should be no more than 12–15. No temp should be expected to handle 20-30 cases, in  addition to answering the phones ALL DAY.

What is the best part of working at the company?
I was in this position for about 3 1/2 months so during that time what I liked about working for this company was that the job itself was easy once you're  trained properly. The pay was great. The benefits were great and working from home was a definite plus. 


What is the most stressful part about working at the company?
Where to begin? The training was a little stressful due to the material and expectations being set. We were told by the trainer and supervisor that this was the first time this set of material and expectations were being done.  At first it was a little overwhelming and confusing with the way the training material was set up. The productivity expectations were somewhat hard to achieve. I was made to feel that I was the only one out of the entire department not meeting productivity expectations. It was stressful when cases were not received in a timely manner or when the records were missing tabs that would make the job easier. 
In all honesty I was really upset when they let me go due to not meeting productivity, it’s the reason they gave me of why they let me go once my probation period was over, and I was even more upset when I found out that other employees who had been there longer than I, were also not meeting the productivity expectations set forth for new employees and add insult to injury when I returned the equipment to the facility 2 days after being let go, the Supervisor had the audacity to ask me if I had another job yet -_- but its been months now so I’m over it (sort of). I hoped the result would have ended differently but unfortunately things don’t always go the way you hope. 

What is the work environment and culture like at the company?
The work environment is a little stressful and in my opinion unrealistc but even though things didn't end the way I hoped for. I really enjoyed my short time at this company.

What is a typical day like for you at the company?
Stressful with trying to achieve productivity expectations. The day seemed to go by fast unless I was waiting around for cases or if the system was down.

As a military spouse, I was drawn to working for an organization with meaning and purpose. Prior to my position with QTC, I was part of a mass layoff with a humanitarian organization of nearly 20 years. I applied for my position on indeed and was quite impressed with the recruiter, location, mission and of course the interview. The onboarding process and H/R are amazing. Initially I was drawn to management and trusted what was discussed in the interview pertaining to culture, support and working together. Training was a challenge as there was no one to shadow or provide hands in training. Supervisor lacked accountability in various areas and I do not ..did not feel trusted as an employee. If QTC revisits the training structure for management, I believe this job would have been a perfect fit for me. I had a very unfortunate unforeseen  life changing event and management lacked empathy and compassion. In all of my 20 plus years as a seasoned professional have I ever experienced a lack of humanity in ANY organization. I am unsure if what I experienced under the leadership of QTC is reflective of all management here at this organization, however it is disheartening to feel this way as an employee. It’s especially disheartening considering this organization supports our nations heroes. I come from a culture of honesty, RESPECT, and integrity. If management lacks compassion with their own employees, I’m not sure that I trust how our VA and nations heroes are treated. My overall experience hasn’t been the best but I can say the benefits are good, opportunities to elevate your educational goals paid for by the company, H/R and onboarding is EXCELLENT. I’ve also learned new things in the short amount of time I have been with QTC and believe this can be a great place to work with better leadership training. I’m not a disgruntled employee, just very disappointed in lack of compassion, humanity and respect. There is no job or money worth compromising these VALUES. For these reasons, I can not be a part of this organization. 

QTC, while actively addressing issues, faces challenges stemming from a complex array of systems and outdated technology. Unfortunately, a clear sense of direction from upper management appears lacking, leading to daily operational impediments such as favoritism, a culture of gossip, and a generally unhealthy work environment that predisposes individuals to failure. 
At the lower supervisory and managerial levels, internal dynamics are further strained as teams and individuals sidestep the established chain of command due to personal relationships. Employees across all departments find themselves burdened with heavy workloads and the cumbersome handling of paper documents and antiquated computer systems, which puts them approximately a decade or more behind current industry standards. This technological disparity creates friction among long-serving staff who resist change and vigorously defend the status quo.
QTC is actively striving to address its challenges, but it grapples with a lack of management direction and an array of internal issues that impact day-to-day operations. The outdated technology and organizational dynamics contribute to a challenging work environment that requires a comprehensive overhaul to align with modern industry practices.
Additionally, it's worth noting that the Human Resources department appears to be complicit in the existing issues. Despite internal concerns and complaints, investigations conducted by HR seem to yield little to no resolution. This further compounds the challenges faced by employees, as the avenue for addressing their grievances appears ineffective, perpetuating the existing toxic work environment and compounding frustrations throughout the organization.

I was hired here as a Medical Records Reviewer through a temp agency.  At first, things seemed great! However, I noticed quickly that things were in for the worst.  First of all, the turnover rate in the Medical Records department is ridiculous! You make friends then realize they either quit or got let go within a month.  I swear every desk around me had 3 people sitting at them within a span of 5 months.

Management is horrible! The Supervisor is usually nowhere to be found, doesn't even say hello to her employees, and is only there to talk and have fun.  Many of the auditors are also just there for the fun.  One of the auditors literally shops online all day and complains about her life, another walks around and eats all day.  Training was a joke and was constantly changed every time a new group came in.

I will give props to the managers! The 3 managers make it a point to say hello and bye every day and stop by every now and then to make sure things are running smoothly and for some idle chitchat.  Also, it's not the MR department's fault, but THEIR IT SUCKS! There are constant computer problems and constant slowness and crashes, making it hard to meet production expectations.

If you don't mind having a constant eye on you or having things changed on you constantly, go for it.  Otherwise, I DON'T RECOMMEND IT.

QTC is not a good place to work if you care at all about your overall health, happiness, and well-being. They will put the pressure on you hard to deliver deliver deliver, more more more cases. When you are new they leave you to fend for yourself with minimal training as the responsibility and complexity of your work load increases. Every day becomes the same, a blurry sea of cubicles. Silent except for the rogue bag of chips opening, or someone coughing/sneezing. Management is not really present or involved in your progress at the company, but passive aggressive and demoralizing emails are constantly sent from thr higher ups to the global inbox when delivery goals are too low for their liking. You don't get rewarded or recognized for your hard work here, you are but another cog in their machine. A slogan commonly said here is QTC="quick to change" and it is very true. You get tossed around and switched desks/workstations so often its dizzying. There is an illusion of structure and professionalism but underneath there are lots of demoralized employees, favoritism, high turnover, and just overall a very soul draining environment that is not worth the pay.

Clinical Management is extremely unqualified and unprofessional. Management, contracted providers, and HR behave in a manner that indicates that they care very little about the actual health and well-being of the patients/veterans they see and will retaliate to the extreme if you question any decisions made or advocate for the patients at all, even to the extent that they will ignore a life threatening condition found in a patient and silence anyone who mentions it with termination just so they can retain the providers and management that missed/ignored the conditions in the first place. Management is toxic and incompetent. The providers are not QTC employees and only see the patients as numbers to push through. The HR department is certainly that of a large profit driven company and is 100% not on your team or supportive of the employees and definitely lacks integrity. I can name 3 other companies that the VA also contracts with that are far better options for veterans to get their disability evaluations done at, and after receiving unsolicited critiques of the Lenexa clinic from multiple veterans that were seen there it is safe to say it should be actively avoided. 

Imagine being told in training that your position is about "quality," then told to achieve unrealistic productivity goals that make your position seem like it's about "quantity." 

Now that you know your job has been swapped from Quality Assurance to "Quantity" Assurance, here's a little bit of math. Imagine your job is to make standard little homes with 4 walls each week. This company will supply you and your co-workers with 10 walls each (enough for 2 homes) and tell you all to make 3 homes. 

Well you just might be clever and make some adjustments to the length of these walls to build 3 homes of equal size. However, by the end of the month you are then told the quality of your homes over the course of 4 weeks has been low due to your length adjustments.

This leads you to switch your strategy because of this quality complaint. What do you do next? Oh that's right, take walls from your coworkers (who only have 10 walls as well) so that you can have 12 walls at the beginning of each week and make 3 high quality, standard, little homes by the end of the week. You can imagine the chaos that causes for you co-workers. Hard to believe there is a "quality" health care company forcing it's "quality" personnel to push out unrealistic numbers and expect them to maintain the same quality.

I really enjoyed working for IMX Medical Management Services. The mangers truly showed their support and care to all employees. They do an amazing job at informing their employees about news and updates about the company. In the workplace we all worked as a team. The environment was uplifting and productive. I learned the importance of teamwork and communication. I also learned a ton of information relevant to my job position. Everyone who worked there was friendly and I gained confidence in my job position from the support and knowledge from others. I learned basic computer skills (Microsoft Outlook, Word, Excel) and how to navigate their system from the training they provide. The hardest part of the job was the long work hours but it was balanced out with work and fun. Which brings me to what I most enjoyed while working at IMX. The fun. The companies efforts to keep their employees happy is outstanding. They have bingo Fridays, generous rewards, field day, fun team activities, but thats just to name a few. They're always coming up with new exciting ways to balance productivity and having fun. I feel so grateful to have had the opportunity to work for IMX. The knowledge and skills that I have gained will help me in my future careers. Thank you IMX you guys are the best.

Top Job Titles	Average Salary
Quality assurance specialist 9 salaries reported	$21.57 per hour
Operations supervisor 3 salaries reported	$70,547 per year
Customer service representative 3 salaries reported	$21.03 per hour
Medical specialist 12 salaries reported	$18.73 per hour
Quality assurance analyst 3 salaries reported	$20.98 per hour

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