customer care specialist

software engineer

customer service representative

analyst

information technology intern

Medical Mutual of Ohio

Training is about 6months depending on what time of the year you start. Initially, I thought the training was adequate , but you end up getting thrown on the phones and even though you have “resources” available to you, the job is still confusing because 1. It’s healthcare and that’s just how it’s designed but 2. At Medical Mutual you have to learn several systems, which many are outdated/ don’t work properly, just to give the members and providers information that may or may not be accurate. You’re told different answers from the several resources you are supposed to utilize and you’re expected to keep the caller on hold for two minutes  at a time during your research that likely takes 5 systems just to get one questionable answer. You are thrown so much information at once, expected to be in adherence with your strict schedule once out of training , but 1 long phone call that’s out of your control could easily put you out of that adherence. The attendance policy and PTO policy is extremely harsh and does not reflect a healthy work/ life balance. As a customer service specialist, you are literally just a number to MMO. You are given one of the the most challenging jobs in the company, but are not given any grace for PTO. MMO does not allow you to take any unpaid time as  a CSS, without a corrective action. So god forbid you get sick, a family member gets sick, etc.and you don’t have any available PTO left(you don’t get much as a new hire).  Review their attendance and PTO policies all the way through before you sign them. This is a lesson I have learned and moving forward I will be more careful to what I am signing. Also, when hired you’re told after your training you can bid for a different shift,  I was well  out of training and was  told it is unknown when we can bid for different shifts. It seems like MMO cares and wants feedback, but it is mostly a facade. The only helpful people at MMO are those who aren’t  in management. Most managers do not have your back and only care about you being on the phones. You’re just a number. The hourly rate is decent but not worth what is expected of you, especially with such a strict schedule. The  PTO policy and the benefits are not  good. High deductibles, even for their employees.even if your deductible doesn’t apply to a service, you still have a heft out of pocket co insurance responsibility.  Your end time is at 4:30, but best believe MMO expects you to take phone calls all the way up to 4:30 which can lead you to being at work till 5:30, 6:30? Etc. Because you never know how long one call might take. The breaks you get are short and you are essentially strapped to your desk to give members and providers inadequate information because the systems are set up to confise you/ don’t function appropriately . There’s room for growth as they say and you don’t need to stay on the phones, but that’s if you don’t quickly burn out before they’re ready to promote you. They are hiring every couple of months and it’s because the turn over rate is HIGH, not because of call volume like they will likely tell you . Most workers that have been at MMO for years, who is no longer a CSS jokes about how badly the first 1-2 years sucks and that you will not know what you’re doing for that entire time. It’s also a running joke how many times you’ve cried on the phones because it is so stressful, it could be improved, but MMO on cares about the companies money. They don’t care about employees or their members. Don’t apply! 

The work environment is toxic with a high turnover rate. There are many instances of unprofessional relationships between management and staff. At one point 6 different supervisors had assisted their children or other relatives in receiving a position within the department dispute having little to no experience. Special projects are given to family members or romantic partners rather than based on skill or seniority. You are not given some of the tools or resources to manage your success where you have to rely solely on your supervisor to report your numbers accurately. 

As far as your day to day job duties are concerned you aren’t properly updated on a number of new processes you receive daily via email. The call volume is typically very high with no small breaks in between to review these updated policies or issues and you will be subject to corrective action if you simultaneously read an email while assisting a caller. The amount of complaints you receive and the  inaccuracies you come across from other representatives takes up 50% of your day. Less than 0.2% of calls are reviewed through the quality team and it’s frowned upon to reach out to your direct supervisor about another rep’s mistakes in order to improve the experience for future callers.

No opportunities for career advancement. It will take an average of 10 years of employment before reaching the mid point on the pay scale, regardless of your dedication and meeting/exceeding expectations. Plan to be pushed out the door at that point to make way for younger, less expensive employees. Educational opportunities for Case Managers have been eliminated. No cost reimbursement for continuing education, conferences, or seminars to maintain your professional license. CEO at Town Hall Meetings reminds employees that if you think it's better somewhere else, feel free to go there. In essence "there is the door".  There is a gym on site which if you have time to use, is great! The cafeteria offers nutritious meals. Co-workers are great!  Required to participate in Mutual Appreciation which is a program where you are "encouraged" to spend your money with Medical Mutual customers. It is part of your performance evaluation and you are hassled by your supervisor if you are not participating.

The call center felt like it was created to make the work day more difficult than it needed to be. Everything is micromanaged, getting penalized for EVERYTHING. If someone calls back, you’re penalized. If a call runs over your break/ lunch, you’re penalized. You have to have 500 surveys in per month. Using the bathroom and taking personal time to do so effects your adherence which is only 7 minutes during a full eight hour shift. No room to grow or time to learn different departments. No flexibility in the schedule. I was so stressed working here, that I left with no backup. Where I’m working now gives you freedom to actually flourish. There’s so much more I could say, but I’ll leave it at that. The ONLY plus were the in depth training and benefits and even then, you still had $2,800 deductible and $900 coinsurance with a PPO plan. This job was not for me, but if you’re okay with a strict structure, feeling like someone is theoretically breathing down your neck every call, then this is the place for you. 

Overall medical mutual was not a bad place to work but the company is starting to go down a dangerous and slippery slope which if not careful could spell trouble

My overall experience was fine but in recent years the company has gone down a path of finding drastic ways to cut spending. Nothing wrong with watching ones spending but some of their recent actions show signs of desperation. The last time I was in an environment of drastic cost cutting, that company sold themselves months later.

One word of warning for new hires. The company has a program call mutual appreciation where employees log their purchases from Medical Mutual customers and in turn the company presents the purchases to the customer at time of renewal. They do offer prizes for people who do participate. They say it is a voluntary program but in indirect ways they have almost made participation mandatory. Also, people in the chain of command have access to what items one purchases. So if you value personal privacy, heads up.

This was beyond the most toxic HR department I have ever worked in. I regret spending so much time trying to make it work when I should have trusted my instincts and ran away. The HR Director and Total Rewards Director had literally no conflict resolution skills when times were bad. Gossip and bullying was rampant in their HR department. I was bullied for close to a year before I finally felt no other option than to quit. My HR leaders let me down and I am disappointed in their lack of basic empathy or willingness to help one of their own who was clearly hurting.

Close to a dozen people have reached out to me unsolicited after I left MMO with similar stories of bullying and mistreatment. I finally felt some validation after being dismissed by my own HR leadership team. 

I hope MMO will take these complaints seriously and work to make this company a more respectful place to work.  I'm sure there are great areas of the company to work for. It's a shame that I didn't get to experience that side of MMO.

Overall, Medical Mutual is a really great place to work. The jobs are stable and people are nice. 

Pros: 
- Great coworkers. I had worked with a few different teams, and I enjoyed working with all of them. Most, if not all of the people I worked with are friendly, and hard workers who are more than happy to share their knowledge and experiences.
- Great managers. I had worked under 4 different managers, while each one has a different managing style, they were all very easy to work with. They also understand the importance of work-life balance, and are happy to help you to advance in your career.
- Almost no need for overtime: From my experience, it's rare to work more than 40 hours/week.

Cons:
- Like most big non-IT companies, there are a lot of disconnect between IT department and the rest of the company, which could lead to confusion and ambiguity with project requirements and goals. 
- Depends on the team you are on, you may not get to work with the latest and greatest technology.

I was hired as a contract nurse for the Care Coordination Dept and my time there was a very good experience.The Managers and Director of the dept were very personable and easy to approach with questions or concerns. The productivity expectations were reasonable. The other nurses in the area were very nice and knowledgeable. I got a lot of hugs and well wishes on my last day! The dress code allowing jeans and the large cafeteria menu made it very convenient. I wish I could have stayed on a permanent basis but there were changes in the company for Imaging authorizations (what I was hired to do)  and Medical Mutual does not hire LPN's for permanent positions. I keep checking their website for other possible non-nursing positions because I would love to return, however I can only speak for the Care Coordination Dept when giving my opinion.

The pay is a great way to reel you in because if the pay was less no one would stay. There is never a clear answer for questions that you will have. Everything is customer service's responsibility. Other departments drop the ball and it is up to you to figure it out, although you are the one who is being timed, you get a lot of training but its ALOT to remember, the co workers (if on a good team) will help you out but its frowned upon. They line that you call with questions, has some helpful people, but some that make you question if you learned anything. They talk down to you and make you feel so bad. The people who have stayed is not because they love their job, its because of the paycheck. Benefits are below average, deductible is HIGH although they do offer some help with it. Just beware. Its not great as it seems. Most new hires don't last past 2 years.

initially coming into my position I was very positive and pleased with the management/supervisor leadership I had.  I can’t say one bad thing about my Supervisor that interviewed/hired me and worked with me for 3 years, but one that supervisor was promoted and myself and the remaining members of my department were put under someone everything went down hill.  I went to HR for assistance with something, that the new supervisor was unwilling to correct, and in doing that, I was presented with new requirements that were going to be contingent upon me being able to remain employed.  I went back to HR about that, and the HR appeared to be willing to help, but various people in other areas resigned, which left me in limbo.   I foresee that I will be forced to quit or will be fired for not agreeing to be pigeon-holed.  

Top Job Titles	Average Salary
Customer care specialist 4 salaries reported	$19.50 per hour
Software engineer 3 salaries reported	$80,667 per year
Customer service representative 3 salaries reported	$21.00 per hour
Analyst 5 salaries reported	$77,700 per year
Information technology intern 3 salaries reported	$23.00 per hour

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