project manager in healthcare

client success manager

associate

Professional Research Consultants, Inc

Honestly, I did not have high expectations of PRC.  The interview "process" basically affirmed that they were only looking for warm bodies to fill seats (either remotely or on-site).  This was further reinforced by the low pay and what little interaction there was with the other new hires during training.

The company's culture seemed to be about average.  It was a "dynamic" and "exciting" work environment that delivered on neither, but in the usual ways that a cubicle farm does (except we were working remotely at this point.

You are regularly assigned new products to hawk; you are not given any choice, any increase in pay, or any increase in status.  And it's not just a new product along the same lines as what you were doing.  I (and most everyone else) was pulled into making cold calls for PRC despite being hired to do Contact Tracing.  The "customers" are beyond awful, if you can ever get them on the phone that is.  And despite spending all day on the phones I was regularly blamed for failing to meet satisfactory work standards - more on that later though.

Training (after initial training) is terrible.  You are given CBTs to watch and then turned loose with new software and a new interface.  You receive zero support from management or anyone.  I had some issue where my phone kept hanging up on customers - not my fault - that nobody told me about until it had happened enough times to counsel me over it.  I was not given any help to fix it, just blamed and "demoted" back to contact tracing, which I didn't fight because that was what I wanted anyways.

Management was abysmal.  You do not have a direct supervisor, but instead a nebulous group that you report to.  It's not uncommon to interact with multiple people from the management group in the course off a single interaction.  Multiple times I was harassed by another manager for something approved (time off for medical, using PTO, being off the phone during my time off) by a different manager.  I would also quite often get questions on my scheduled off days, because despite the management group's quest to micromanage my time, they weren't even tracking my schedule.  Overall, they were just chaotic and a nuisance to deal with that made working for PRC irritating.

The work itself was completely mind numbing.  You were there to read a script, and generally have as little interaction with another human being as was possible.  Presumably they don't make a computer that does this, or their "research" decided that it was off-putting to people being contacted.

The most galling thing though was that I was terminated for failing to meet work standards - standards that were never communicated to me in any sort of quantifiable manner during the entire five months I worked for them.  Okay, no problem, they have bad management, so in retrospect it was to be expected.

PRC provided monitor and headset, no phone or internet stipend or reimbursement. I had to use personal computer, cellphone and tablet for lots of verifications to access their systems! They had to be updated and with virus protection. 

Typical day during training: a lot of meetings, then self guided reading, videos and testing with different programs used, intense training with Epic.

Typical day after training: Answering calls, registering patients, insurance verification, among others.. Unfortunately there wasn't enough competent leads to assist during the daily inbound calls from several medical clinics! One particular lead only complicated matters by providing information contrary to the  procedures, then turn around and try to get the worker in trouble for actually following them! The other issue was we had to ask for permission to call the actuals clinic's line (were more like an answering service, scheduling and registration Dept)-this having to wait for a lead to provide guidance on complex matters delayed the care and attention of the patients then in turn they would become upset and pushy. Since the inbound calls were from FL, most callers were rude, demanding and entitled! 

Workplace culture: Seemed welcoming and laid back *though mass layoffs during 2nd and 3rd week.. I figured either folks were not keeping up with training (required to pass many tests), but turns out they had hired too many and not enough contracts secured.. Lots of people upset that had passed other opportunities for this role at PRC. 

Management: does not act quickly when concerns are brought up, even from multiple employees! Not enough leads for the number of active lines!

Most enjoyable part of the job: Break


The job itself, while repetitive and monotonous, can be very rewarding since you are doing surveys to help improve hospitals and health care. The pay is good, and the ability to earn more by completing more surveys but not being pressured and always being guaranteed your minimum base pay is a plus. While you're making calls there's always someone right there to help if you run into an issue or have any questions.

However, full time is a very set schedule, so it's not very flexible, though you do eventually get PTO and are allowed some unscheduled days off for emergencies. They are also (in my opinion) very inefficient when it comes to some things, mainly switching from full time to part time, or vice versa. They consider each two different positions even though you're doing the same thing (which is sort of understandable since part time you don't have benefits and the pay is different). If you need to switch, they basically make you resign (so quit) your current position, then reapply (so fill out the application, go through the interview/review process, again) and so on. Management/hiring department also won't tell you for sure if you'll actually be rehired. They can tell you if they have openings for part time or full time but that's it. So it is possible to have to switch from part time or full time to the other, and not get hired back again. So if you ever need to switch it's pretty much a gamble on if you'll have a job still or not, which is ridiculous.

Basically, it's a pretty ok place to work, just make sure you know if you want part time or full time, cause switching between the two is a pain and a risk to your job security.

When I first started working at PRC it started off amazing. Training was fun and helpful, the managers seemed very empathetic and caring, and overall with the benefits they offer it just seems like the perfect place to work, however, it wasn't. The work email they give you barely worked because of how often it was down (they changed the email system about 3 times in the span that I worked there), they don't communicate with you AT ALL then will BLAME YOU for no communication and either give you a warning or fire you, and they're the type of people to shake your hand then stab you in the back. Despite hiring 100's of people in a small amount of time, they ended up laying a lot of them off OVER EMAIL (EFFECTIVE IMMEDIATELY), which sadly happened to my roommate who also worked there. What happened to me was a tad different but in the same boat. They disabled all of my work logins and didn't contact me at all about it. I tried emailing 2 supervisors, which never got back to me, and ended up having to call a main supervisor to see what the problem was. She told me that I had gone weeks without doing my work or contacting anyone (which I knew was false because I have an entire folder on my computer with every single call log that I've made inside of it) and because of that I had been terminated. The same situation is happening to another one of the workers there who I became friends with that hasn't done a single thing wrong. There's only like 2 supervisors that ACTUALLY care about you and will do whatever they can for you and one of them doesn't even work there anymore.  

The job is to conduct medical surveys about doctors, satisfaction surveys about a stay in a hospital, trip to the ER, etc.

The surveys have a script to follow. There are a lot of rules to learn & strict guidelines to do the surveys. It's an extremely monotonous job most of the time. In addition, you also get a lot of hang ups, rude comments, and being yelled/cursed at from the people you call. Or, just no answer at all.

The surveys are set up poorly. They are tedious and aggravating for both the interviewer and interviewee. For most of the surveys, you are *required* to repeat yourself over and over with the same scale of response choices, even though the interviewee knows the choices after the first couple of questions. They get frustrated, and we sound like a robot or broken record.  

The pay is ridiculously low. REALLY low. This is a job for you if you need some extra money to make ends meet, not to live on. Interviewers are vastly underpaid considering the strict guidelines and scrutiny they receive.

The positive is I work remotely from home. That is a definite plus. The other plus is that (for the most part) the supervisors are pretty flexible when it comes to rearranging your schedule or making up time. 

Communication with leads/supervisors is mainly through chat or email. You can't talk to just one supervisor. You have to send a 'group' email to all of the supervisors and a random one will respond. No one-on-one conversations unless they seek you out if they don't think you're doing a good job, which is the only time you ever hear from them.

When i started working for this company I was hired as a "Contact Tracer" everything was perfect until they switched position without any notice to make dreadful phone surveys. These surveys ask very intimate questions which i myself would not even answer ! You can make over 300 calls per day & it is still not enough for them "Not meeting expectations".  they will try to blame your internet connection when it is their own softwares causing the problems in which they will never admit. Management will give you a different answer for questions you might have. So these people had the audacity to say there is "No connection" anymore in which i requested for HR to personally contact to have a talk regarding my job position, HR will contact you with a private phone number which it was very suspicious and did not have a good feeling about it, they decide there is not another area for me to be assigned, i asked for an email to have proof to keep in record of the conversation we had regarding my job status and they quickly said everything we discussed will be only through phone only, no emails ! . Later on i find out i was supposedly "FIRED" for a "NO CALL NO SHOW" when it was them stating they didn't have any position to be assigned. So my advice, is to save yourself some time & find a better company who would appreciate you. 

Not worth you your time. Low wage, high expectations, little to zero rewards. Don’t be fooled into thinking you’ll be paid more for completing more surveys like they promise. It is a rigged system with metric/measurements that are unobtainable. 
It’s not a company that you can work up into, even with education and experience. I worked for a year with a raise denial and not a penny more per hour for the entire year. I was paid the minimum company wage and never anymore. I worked at a very fast pace and never was fairly compensated for time and hard work. You will lose your voice here, because they make you talk non-stop on an automatic phone dialer where you are required to read the entire survey with instructions, questions and answers over and over and over. The time drags and it is not enjoyable. Great for a short term financial emergency, a terrible place to work long term. You will never be able to retire from this company. They need to be more honest with what they are asking people to do and actually pay employees for their fast pace after survey completion. You will be encouraged to not talk to neighbors and it is extremely difficult to make friends here. Not a team atmosphere, very isolating. For a company working on improving other companies environment and rules, they themselves have a lot of work to do before this company becomes a great place to work.

Enjoyed working for this company, when I got hired I had so many plans to try and move up. The pay is decent, worked full time at home, had to use my own laptop and internet, the position was a challenge to learn on your own since there is a lot of detail and websites you use, but I put everything I had into learning every little detail as I could to succeed. Training is only 3 days and after that you are on your own. The Research consultant position is fairly easy just call the number of the person who got tested positive for COVID and ask them questions, give them info on how to quarantine and that’s it. Sometimes people wouldn’t answer, and sometimes they would, majority of people cooperate with you and some just give a “I don’t care attitude”.  It upset me that they did not send a email or anything on cases being low and not much work. Not sure if they let people from other states go but I was one of them! On a Monday I couldn’t log into anything I tried to log into my work email and nothing. I checked my personal email and receive a email from the company stating I was let go because there was not enough work to give out anymore. Would have been nice to get a warning!! If you work in state you get good price benefits if you work out of state it’s expensive!! Overall it’s a okay company, got to work from home, good pay and the job of fun. 

Starting out, I was very excited for my first desk job. I was happy to be assisting hospitals with their survey services. Training was extremely imformational and the staff was helpful as well. All great things aside, don’t come to this job if you can’t handle being hung up on, cursed at, or are an overall sensitive person. People are ruthless when it’s not face to face communication. Although you are there to help, not only them, but healthcare of anyone who will later decide that hospital for treatment, no remorse is shown in the slightest. I had many nasty things said to me and although it didn’t bother me at first, the continual rejection from clients eventually wears you down. I believe the management should do more to make sure their employees mental health is in a good standing. I saw a lot of people around me grow more and more angry over the time I was there. They are very strict on rules regarding patient privacy, as they should be, but also with attendance and professionalism. If repetition isn’t your style, don’t work here. It’ll drive you nuts!! I eventually was fired for tardiness. No bitter feelings though I understand it was my fault completely. Just thought you should know the good and the ugly before deciding to work at this company.

I was hired as a patient scheduler about a month ago and got laid off today. Their excuse was the project didn’t go as expected so they were overstaffed which I think is not true just yesterday my former coworkers had a meeting and told me they were getting a new clinic added to them. If the project fell through why are they getting added to another clinic? They say that they care about their employees but they didn’t care when they laid myself and 8 other people off without taking in consideration what impact that was having in our lifes. If I would’ve know they couldn’t guarantee me a job I wouldn’t have applied or accepted the offer. People don’t just work because they want to they need to. 
Apart from that the training is not good. They just have you watch videos and read over information instead of hands on or shadowing. And then when they think you’re ready they just throw you into live calls. They contradict themselves alot, some say go by the guidelines and then you do it as it says and they say no it was this way. 
You have to work 40 hours a week no matter what. If you need a day off you have to find a way to make up your hours throughout that week. 
My advise to whoever is looking for a job is not to even bother with this company. They call themselves professional and they’re far from being that.

Top Job Titles	Average Salary
Project manager in healthcare 1 salary reported	$68,293 per year
Client success manager 1 salary reported	$67,500 per year
Associate 1 salary reported	$11.50 per hour

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