patient accounts representative

customer service representative

care manager

family support counselor

health screener

Magellan Health

High turnover rate for staff and you would think they might figure out why. The only time you see the people that sign your paycheck is when paychecks get handed out, for reviews or disciplinary actions or yearly benefits meetings -  they have no concept of what you actually DO for their client beyond a basic job description. Very condescending tone when they spoke to me in reviews. Unprofessional. Onsite training not adequate for the job you are expected to do, Rules, Procedures, expectations  change constantly and no one tells you. Every single day, every single call I learned something new and continued to keep notes for myself on how to handle different situations. No feedback on a day to day basis, they were supposed to listen to your calls but they never told you when they did or offered any advice to help you improve. Some reviews would say they listened to 2 calls that quarter and I gave all the correct info, but that wasn't specific enough to be helpful. Supervisors were never available when you needed help yet you got penalized for long call times or unresolved calls because you had to research and call back.Seems like those who just pushed customers off the phone without really solving issues were rewarded for having higher volume of calls and faster call times while those that actually researched issues and resolved them  and had satisfied customers but lower stats got passed over for bonus or raise at  review despite vocal and written customer compliments. Much favoritism shown. Lots of drama between employees and a little  bit of racism. Ventilation is horrible, ceiling vents not cleaned in years, temperature is always too hot or too cold. When someone gets sick, everyone gets sick. Bathroom often nasty with at least 1 stall out of order. Desks often covered with layer of dust in mornings. Sometimes trash cans not emptied. Occasional bugs spotted.  No snow closings or delays. If you can't drive they will provide your transportation and deduct from your paycheck, call them to set it up the night before. Phones were feast or famine, never stopped ringing or you could sit for quite a while with nothing. Didn't understand how calls were distributed, I could be on the phone all day long call after call not getting a chance to catch my breath and the coworker next to me doing the same job could surf the internet for hours at a time without a call. Hard not to get burned out at times. Appreciative customers made it worth it for me because I like to help people and hearing them tell me they now understood or what a difference I made to them because without my help they wouldn't have been able to resolve their issues, or just that it meant something that I took the time to actually listen to them made me feel good about myself - that was the best part of the job. At quitting time people seriously RAN for the elevators, Seemed like same people got stuck on the last calls every night. I didn't mind it. Very strict about attendance and break times. Business casual dress was way casual, which was nice as long as people weren't idiots about it. Of course some were and the dress code reminder emails would circulate for those with no common sense. They tried to make it a nice place to work. Social Committee had lots of activities, Birthday Club had opportunity to participate, there were contests and games, holiday celebrations. There was always food -  employees and management took turns bringing in - you will gain weight if you like to eat, but the grounds are nice and you can walk around the outside of the building at lunchtime. Cafeteria room with vending machines and microwaves, ice machine, free coffee and tea,  but bring your own lunch  and don't be surprised if someone steals it out of the fridge. Several places nearby deliver.  Non-smoking company, not even supposed to smoke in your vehicle in the parking lot. Free flu shot yearly on site. Health benefits not the best but I've had worse. Still trying to resolve claims months after employment ended.   Direct Deposit seemed to hit early Friday Morning, I was on a bi weekly schedule. Pay on low side, 401k match was nice with immediate vestment at 1 year,  If you just want a job are able to take good notes and make your own reference materials to continue to teach yourself, stick to yourself, mind your own business, ignore all the childishness around you, you will do ok there. Just know that they say you can make more money by taking on extra projects but only the favorites get them. I volunteered every single time and was always told I missed it someone else replied first. There isn't really anywhere to be promoted to unless you move to another department and learn another job.

Currently working. Work from home doing what I like to do and that's helping others.
Provides ongoing, community-based support for an assigned caseload of health plan enrollees to improve access to care and coordinate care. Establishes a relationship with the enrollee, the care coordination team, and his/her providers. Conducts new enrollee outreach and orientation, arranges appointments and transportation as needed. Assists the enrollee in learning to navigate the health care delivery system, community resources, transportation, and effectively use health plan benefits.
Conducts outreach and orientation for new enrollees. Gathers information needed to ensure continuity of care and permission to share information. Administers Health and Wellness Questionnaire. For hard to reach enrollees, seeks connection by working with the Peer Support Specialist and leveraging community services, care providers, family members, schools, etc.
Assists enrollees in accessing care and ensures care is received. Helps members, as needed, in selecting providers, making appointments, and planning transportation. Contacts enrollee or provider to ensure appointments have occurred. Assists in transitions of care to and from alternative levels of care or settings. Makes follow up care arrangements and ensures post-hospital care is delivered as planned.
Meets with enrollee regularly (as determined by individual risks) in order to monitor progress according to the Care Coordination Plan. Reminds enrollee of self-management tools and crisis support. Informs and engages the Care Coordination Team if enrollee has difficulty adhering to the care coordination plan or adhering to treatment and needs additional support.
Works with enrollee and family/supports to engage in socialization, work or volunteer related activities, or access community resources and services.
Maintains up to date documentation in the Care Coordination Plan and other Health Services tools. Prepares information for Care Coordination Team meetings and as requested, for shared treatment planning sessions.






Able to read, write, and interpret Spanish
Excellent verbal and written communication skills 
Knowledge of community resources and government services
Knowledge of, and sensitivity to, the issues facing college students, low-income families, the elderly, children, and the mentally ill 
Trained in the development and implementation of Informational and Social Programs (including Art and Crafts, Healthy Eating Habits, and Women’s Socialization groups) 
Strong organizational, planning, problem-solving skills 
Highly knowledgeable of welfare regulations and guidelines 
Excellent management and leadership abilities 
Ability to manage and prioritize the daily work effectively

Working with military families and service members is very rewarding. The job itself is designed to be flexible and if you have a good supervisor that can be rewarding and lead to good work-life balance. Unfortunately the management at this company is predatory and focused on profits not people. Employees are hassled about trying to take time off, trying to flex time, and there is no opportunity for advancement. Some of the supervisors are really great but a few rotten eggs ruin it for the entire company. In my opinion it's not worth taking the chance working for this employer that I will have another toxic supervisor that I feel trapped with. Supervisors change periodically and supervisors with negative behaviors and poor skills are not eliminated and removed from their positions. The hierarchical structure supports and allows toxic supervisory Behavior and does not take steps to protect staff or remove these problem people from positions of power. Many of the locations have unionized direct service providers because of these behaviors but the union has no teeth as they have agreed not to strike which is really their only power. Unfortunately most of the on the ground providers do not have the courage to strike and demand better conditions. The company uses bonuses to entrap people into minimum one year sometimes up to 2 year commitments. This is another factor that allows toxic supervisors to continue to remain within the structure because people are afraid of having to pay back large sums of money due to leaving a toxic work environment prior to the termination of the contract. Fortunately, supervisor interaction is usually infrequent so if you have a bad one it's not like you have to see them every day in a confined office space.

Review
I worked for Magellan for 2 1/2 years and every time I thought it couldn’t get any worse, I was proven wrong. They have no appreciation for their few and far between valuable employees. I worked in their customer service department and was one of the top 3 reps almost every single day I was employed there and yet I couldn’t even get more than an 85 cent raise each year. In March 2020 they transitioned us to work from home and thus began a kind of micro management that required me to message both my team lead and manager every time I went to take a bathroom break AND advise approximately how long I would be gone for. Over my course of employment, there were over a dozen instances where I was questioned as to what I was doing when I was gone from my desk for more than 4+ minutes. The managers are not helpful, the team leads who try to be are spread too thin and everyone is underpaid and under a microscope, even when you’re over performing. All those negatives and I haven’t even gotten to describe the actual job itself yet. Where you take phone calls from mostly members of the insurance regarding mental health and substance abuse coverage. It is not your average customer service phone call as most of these callers are struggling with some variation of addiction or mental health crisis. So while you are trying to stay positive between the minimal salary and constant micro managing, you are being degraded and belittled by people you really can’t help anyway - because the product being provided, the insurance, is awful. They deny people coverage for rehab 24 hours after a suicide or overdose attempt. Your constantly being told to offer people help but the company does anything but help people. Its causing more mental health and substance abuse problems than it’s solving. Do not work here. You will regret it. 

While my coworkers and immediate supervisor were awesome and really trying to address the many problems, and the location was very nice, overall I hated it and left much worse off than I started, due to their poor management of staffing and plan membership.
A very high-pressure hiring process, with no respect for the fact that I was still working my previous job while completing their onboarding on my own time. 
Training done by other workers while simultaneously trying to do their own jobs...so if a situation didn't happen to come up for them, I didn't get training on it. The only written guidelines or policies available were vague, confused, and usually VERY outdated. Changes were communicated with scattered emails, so if it was sent before you hired on or somehow missed you, you had no idea until you messed up.
"Magellan Cares" initiative, which the company made a very big deal about as corporate philanthropy, but which was really just asking the employees themselves to donate (and often).
Very call center-oriented; rather ridiculous metrics, lots of pressure to meet them early on, rigid breaks and feeling chained to your desk...and while start time and breaks are rigid, your end time is often much later than scheduled.
Being yelled at by members because the plans and provider options were so limited, by provoders about billing codes any payment rates, and facility staff because the processes were so inefficient and/or because they didn't get what they wanted.
Technologically WAY behind, clunky and inefficient systems and processes, poor communication, lots of unnecessary barriers to doing your job. Overall a very frustrating and unrewarding place to work. I was so glad to leave, but angry about the situation I was left in by the way they handled it.

I spent most of my time in the field servicing and assisting and modeling recovery for WellCare Members under a contract with Magellan Health. I worked from my home and had a desk top computer in my home office. I drove long distances and spent time encouraging and mentoring and assisting Members with daily life activities and accompanied on appointments and did Peer Support Mentoring and counseling and empathetic listening and gave appropriate feedback. I maintained internal and external reports and completed notes for each telephonic or in person visit and attempt and maintained and reported expenses and keep in touch with distance supervisor via telephone and emails and faxes. I spent ata least 2 to 3 hours a week in a weekly meeting of a small team consisting of the other Peer Specialist and the company liaison and with my supervisor and other interested parties telephonically. I dealt with possible crisis and unusual events and contacted agencies on behalf of the members. To me the hardest part of the job was the constant travel and not finding Members at home when a meeting was scheduled and getting phone calls from Members after hours in near and actual crisis. The frustration of not being able to actually assist Members with food and housing and transportation for the most part made the job very difficult. I enjoyed talking to the Members about their lives and opportunities and modeling recovery and assisting them with exercises to help them cope better with their illnesses and situations and supporting them in the community. I enjoyed the online trainings as this helped me to understand the job and the industry and the Members needs better.

The company, Magellan, overall is a great company and it is also great at compensating employees. It offers health benefits, paid time off.  There are some State holidays that this company does not recognize and you will be mandated to report to work.  On the downside, this particular location does not complement the company as a whole. The work environment is biased and based off of favoritism as opposed to work ethic.  Hard work and honesty come second to friendships and deceptive work behavior and it becomes apparent that one can get ahead by shamming and creating office relationships as opposed to honestly getting the job done.  So if you are a hard worker who values integrity you will soon find this environment hard to deal with.  It is a call center so it is expected that you will be consumed with calls your entire workday, which is perfectly fine, but when the work is unevenly distributed between the call center reps, you will find yourself completely drained by the end of your shift and definitely by the end of the week.  The management   is often times difficult to deal with. Asking a job related question (trust me, you will have many of these) is often met by attitude and sometimes rude behavior. You may not get a valid answer from them and you will leave feeling like an annoying child as opposed to a Pharmacy Technician who is PTCB certified.  There seems to always be a "gray" area between most answers that they provide, leaving you confused and left to decipher it on your own. The Supervisor is biased and if you are not the individual to "brown nose" then you will find that all of your hard work is overlooked and you will always "need to improve" and you will always somehow be 1 point away from a top score during evaluation despite all of the hard work that you know you put it.

•	Having 8 years of experience in IT Industry with emphasis on Data Warehousing tools using industry accepted methodologies and procedures.
•	Extensively worked on ETL for over 6 years using Informatica.
•	Technical expertise in ETL methodologies, Informatica 6.x/7.x/8.x - Power Center, Power Mart, Client tools – Mapping Designer, Workflow Manager/Monitor and Server tools – Informatica Server Manager, Repository Server Manager, and Power Exchange.
•	Expertise in Data Warehousing, Data Migration, Data Modeling, and Data Cleansing.
•	Worked on Data Integration projects.
•	Directly responsible for the Extraction, Transformation & Loading of data from multiple sources into Data Warehouse.
•	Expertise in source to target mapping in Enterprise and Corporate Data Warehouse environments.
•	Designed and developed complex mappings, from varied transformation logic like connected and unconnected lookups, source qualifier, router, filter, union, sorter, expression, aggregator, sequence generator, transaction control, joiner and update strategy and more.
•	Involved in designing ETL data load strategy for SCD type1, 2 Dimensions and Fact tables, ETL reject handling, ETL restart recovery logic.
•	Very strong knowledge in Relational Databases (RDBMS), Data modeling and building Data Warehouse, Data Marts using Star Schema and Snow Flake Schema.
•	Extensive database experience and highly skilled in SQL in Oracle, MS SQL Server, DB2, Teradata, Sybase, Mainframe Files, Flat Files, MS Access.
•	Skilled in SQL, PL/SQL, SQL*Plus, TOAD, SQL Assistant.
•	Excellent communication, interpersonal, quick learner and analytical skills.
•	Excellent analytical, problem solving, and communication skills, with ability to interact with individuals at all levels.

What is the best part of working at the company?
Remote in-office locations with a bit of independence to work with local Points of Contact to develop best strategies for providing client services. Decent pay and benefits, and bonus opportunities. 

What is the most stressful part about working at the company?
Remote supervisors who perform more administrative functions than providing employee support. They often lack knowledge about your specific duties. Daily reporting requirements are cumbersome. There's a general lack of appreciation from anyone above the Regional Supervisor level. No incentives, high expectations, and increasingly less ability to do our jobs without intense scrutiny from the government customer. The company treats you as entirely replaceable; your exact position is constantly posted as open for recruitment; very little appreciation shown or acknowledgement of the hard work you do.

What is the work environment and culture like at the company?
Individual locations vary - some environments are very appreciative and welcoming, in others you may face hostilities from other programs who view you as treading on their turf. Company culture is non-existent. Upper management has continuously been turning over. The focus is on profit maximization, doing more with less, reducing benefits to save costs; If there is an issue at your location they will be more likely to let you go than to work to resolve the issues - a detriment to the clients we serve.

What is a typical day like for you at the company?
Varies. Meeting clients, conducting trainings, attending senseless mandatory company meetings, endless reporting.

Magellan has the potential to be good however the turnover rate is very high mainly because management micromanages and quantity is more important than quality. Adherence is scrutinized way to much. For instance if you are seeking out help from the assist line or if someone asks for a manager and you have to place someone on hold your hold time is held against you. Another example if you are on a call and it spills over into your lunch or break it's held against you as out of adherence. ultimately these can stop you from getting a merit raise even if your quality score is 100. the communication between managers and employees is minimum most system changes and policy changes are found out when you make a mistake or when you log into the system. Calls are back to back with no time in between calls. I've never worked at a company where you don't get 3-5 seconds between calls to just take a sip of water. They should also focus on their website Radmd because if it worked like it should people wouldn't get so burned out (hence the high turnover rate). Offices prefer to use the website but they can't because it has too many limitations and is always down which leads them to call into the center. claims to be really diverse and inclusive but won't recognize or even acknowledge Hispanic heritage month, Black history month, or MLK birthday literally not onw peep. They will however will send out 20 emails about St. Patty's day and have games and celebrations surrounding it. Not very inclusive to POC.

Top Job Titles	Average Salary
Patient accounts representative 41 salaries reported	$69,000 per year
Customer service representative 5 salaries reported	$18.80 per hour
Care manager 3 salaries reported	$81,667 per year
Family support counselor 2 salaries reported	$72,035 per year
Health screener 6 salaries reported	$35.25 per hour

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