customer service representative

it support

it security specialist

fulfillment associate

claims processor

Sagility

This is for the client Blue Shield of California. A typical day at work consists of handling many different kind of calls. This is not a typical CSR job. You do EVERYTHING. The CSR part of the job consist of taking payments, going over the members benefits, changing doctors, helping the member look for care, update the account, reinstate, terminate, help with the member portal and send ID Cards. Then you have many other calls. There is a lot of transferring to many different departments it gets overwhelming for the members always being sent all over the place. This company wants you to go above and beyond on every call which is great but very exhausting. You are expected to call medical groups who are not very kind most of the time to get status on authorizations for HMO members. You are expected to call doctors offices for the members. There is NO SUPERVISOR call back or transfer. We are REQUIRED to de-escalate by our selves with very UPSET customers. You will file MANY MANY appeals!! You will handle Pharmacy calls and then we were told we will all learn claims next. The training is very BASIC. They teach you how to use documents called DLPs. You will do a few examples and then move on. They are guides for each kind of call. Sounds nice right? No! They are hundreds pages long documents that you are required to use on each call. The DLPs are so informative they are too informative that  you will get lost in them. You will spend more than an hour on many of these phone calls. A lot of accounts need to be transferred to the market place but don't think thats an easy call because most of the time you will still have to stay on the line and and wait for the market place to fix what they need to do and the member has to wait almost 2 weeks for results. All the leadership is friendly and very welcoming but once you hit production you are left alone with SME's (Subject Matter Experts) Whom some are very nice and others not so much. We have Team Leaders who are always M.I.A. They only reach out to you when they need to coach you on something you've done wrong but turn around and say you are doing a good job. All the leadership sounds like robots. Like if they have a script. They all say the same thing. You can message me at any time but when you message them they don't respond and you never hear from them. The job will teach you a lot but it will burn you out FAST. If you want an entry level this might be good for you because you will learn all the different departments, but because its so many tasks we handle the calls can be overwhelming and very very long. Many members are nice but many of them DO NOT UNDERSTAND their insurance. And when you sit and explain it to them they DO NOT LIKE the fact that a CSR is telling them they have to pay this and that before their insurance kicks in. A simple call could turn bad in seconds because people do not understand how insurance works. My training class started off with 36, I think about 23 graduated and 2 months into production there is only 9 of us left. New groups come in every 2-3 weeks. The reps come and go because the job is very overwhelming and the pay is only $14/hr. 

(((THE BOTTOM LINE)))

   ​Sagility is an evolving BPO (Business Process Outsourcing) entity that took over operations around 2021/22. It is an excellent fit if you are passionate about Healthcare Administration (HCA) and can handle a fast-paced, high-output environment. It isn't a "light lift," but for those who commit, the growth opportunities are real.

(((PROS)))   Rapid Advancement: Dedicated employees (even those with only 6–9 months tenure) are quickly moving into SME, Mentoring, and Team Lead roles;   Work From Home: Truly a remote entity, though it requires high "work readiness" (camera/mic/dialer prepared);  Strong Training Foundation: A 3-week intensive program that provides a deep dive into HCA tools and resources;  Strategic Growth: The company is building with intentionality and gaining prestigious clients.

(((CONS)))   ​Pay vs. Demand: Compensation is not currently competitive with the high level of skill, risk management, and system mastery required for these roles;   ​Inconsistent Training Culture: Experiences vary by cohort; some trainers may have communication barriers or lack the soft skills needed for diverse professional groups;  ​Rigid Scheduling: Very little flexibility for "on the go" work or caretaking during shift hours.

(((ADVICE FOR FUTURE APPLICANTS)))   Posture Yourself as a Student: Whether you are a novice or a veteran HCP, treat the 3-week training as a total immersion. Tossing out self-doubt and participating early is the best way to build relationships;  Check Your "Why": This is a high-production environment. If you need a "work at your convenience" model, this likely isn't the right fit;  Embrace Ambiguity: Being a BPO provider means things change fast. If you are comfortable with evolving systems and processes, you will thrive here.

(((ADVICE TO MANAGEMENT)))   Refine Onboarding: Consolidate learning modules and ensure all trainers are equally versed in both content and technical systems;  Transparency: Provide trainee agendas at least 24 hours in advance;  Compensation: To retain the high-level talent required for HCA, consider a sustainable increase in base pay to match industry demands.

What is the best part of working at the company?
The LITERAL definition of OVERWORKED AND  COMPLETELY UNDERPAID. You will be working  over 20+ queues which they will expect you to know how to do with no help, and will be randomly assigned multiple of them to work every new day. There is NO consistency and the management is disorganized, but will be quick to throw you under the bus to save their own position. Not to mention, ALWAYS on camera and also being tracked by AI. 

What is the most stressful part about working at the company?
The most stressful  part working for this company was having to juggle and remember different procedures within the queues. Once you get to production is a free for all and the team is expected to help each other rather than managers helping or answering questions. 

What is the work environment and culture like at the company?
You will see a CLEAR difference between the favorites of the team and the rest of the team. The favorites will be working easier queues that only they are trained for and will be treated as the second manager over the team while still getting paid $15.

What is a typical day like for you at the company?
A typical day in the company is waking up and immediately knowing you have to take some sort of medicine to get through the day, but “hey atleast it’s work from home.”

The job is tedious but repetitive therefore it’s easy enough not to be too hard. Yet there is a lot of work and you can’t miss any days or portions of days during training. This is especially ironic because as soon as you finish training you go into production and for a few weeks and then you are thrust right back into another training. I missed many routine and maintenance as well as specialty appointments because I was unable to miss days and I can’t afford to not work. Also the pay of $12.50 an hour is “better than nothing” but definitely not enough. They have. QA system in place that constantly reminds you of everything TL you are doing wrong but unless you make a perfect score there is ever any accolades or attaboys. And even is your individual scores are good as a team of scores drop there is a constant threat of losing your job. Most of the TLs have not been trained in your position so they never have the questions you need answered. We were told after we became permanent we’d get a raise but we did not. 

honestly, the training was horrid. We had about four weeks worth of training. two with a trainer, two with mentors. Half the time, our instructor was late or didn't show so we were tossed around. 
Mentorship was atrocious. Instead of letting us complete practice calls, they yapped amongst themselves, totally disregarding us and our questions. I felt thrown into it with no idea where to go. 

Now, i'm on my fourth week on my own. Better hope you don't have any questions, because no one will answer them. Overall, I do love chatting with the members, and helping them with their benefits and illnesses. Once you get the hang of it, it truly is an easy and rewarding job.

My biggest complaint is that during my interview, I was told I would work 9-530 PM est. I did for weeks during training, but was then thrown into 11-8 PM, which is not logical at all for a mother of three, two in which are in school. No, I wasn't asked. It was more like "this is what youre working".  If I was told initially that would be the hours, I never would have wasted my time. 

Other than that, its not horrible. There does seem to be room to move up. 

What is the best part of working at the company?
Gaining experience within the health insurance world. 

What is the most stressful part about working at the company?
Everything!!!!! They basically set you up for failure and hold it against you if you make a mistake. The Knowledge base documents provided and suppose to be a resource for us to use to help the members accordingly but a lot of these documents contradict one another and again, sets you up for failure and leading to an angry member on the other line. Also the pay could be way better for how complex everything is and how much you are needing to handle. After a little year of being there with good QAs mind you, No raise! Just Horrible! 

What is the work environment and culture like at the company?
It’s decent. They offer incentives to keep the morale up but it honestly doesn’t make up for all the nonsense you have to deal with in a daily basis and the lack of pay. 

What is a typical day like for you at the company?
Busy from start of shift to end of shift.

This review first of all comes from an agent that has work nearly 8 years for the company, prior to the company being called Sagility it was know as HGS. This company first of all gives promotions based favoritism, second of all the “paid time off” is a complete lie as they will take advantage of you and threaten to deny your time off request, no matter if you requested it with a whole year ahead. Also another thing is that the company is SO unstable , no communication between management and agents, many agents do not even know what benefits they have. Not to mention that within 7 years I have had over 40 managers(NO LIE ) you will get assigned to a new manager every 2-3 months, it is an absolute Joke! Do yourself a favor and Consider working for a different company, but Sagility is the same as HGS, just different name since HGS is so burned as a company.

This place is an absolute joke. From the moment you walk in, it’s clear there’s a complete lack of organization and structure. Communication is chaotic, expectations constantly shift without warning, and management seems to thrive on confusion. It feels like nobody knows what they’re doing—or worse, they just don’t care. You can give your best effort, show up early, stay late, and still end up being treated like you’re disposable. The worst part? They’ll fire you out of nowhere, with no explanation, no warning, and definitely no accountability. One minute you’re being praised, and the next you’re out the door. It’s toxic, demoralizing, and downright disrespectful. There’s no job security, no leadership worth trusting, and absolutely no regard for the people who keep the place running. Working here is like walking on eggshells—every single day. Save yourself the stress and look elsewhere. You deserve better.

I am a SME for BSwift and I don't recommend anyone to ever work here. The management is not good and they are completely 2 faced. The management also talks harshly about their colleagues in private. Once the management feels like they can trust you is when they start exposing themselves. Like I've seen in many reviews the team leads are very unprofessional. The hardest part of the job is being almost the only Sme to answer questions. They need to promote many colleagues to Smes to help assist. Being a SME is not a hard job, but having lying unprofessional team leads is difficult to work with. I wish BSwift would replace all of the team leads with professional people. I believe the management should promote all colleagues with decent scores after they have worked for the companies for at least 6 months. 

Been here for over a year now, and the work itself is not hard however when it comes to trying to grow in the company, that’s a lie. as I’m going two years into the job, I’ve only been promoted once with a 50 Cent raise then not to mention when the yearly raise came about that was only $.30 which means all this time that I’ve put in this company I’m still making below the totem pole wages.  I’ve tried applying for multiple positions got denied 10 times not because I’m a bad worker but simply because they’re hiring process sucks there was someone they hired in the position I applied for and got fired after a week of being hired for that new position which makes me question their skills on what exactly they’re looking for for hiring for a better position. So long story short if you’re looking for growth this ain’t it but if you’re looking for stability, this is decent

Top Job Titles	Average Salary
Customer service representative 9 salaries reported	$14.00 per hour
It support 1 salary reported	$21.00 per hour
It security specialist 1 salary reported	$37,000 per year
Fulfillment associate 1 salary reported	$13.25 per hour
Claims processor 1 salary reported	$17.00 per hour

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