customer service representative

dietitian

warehouse clerk

document control clerk

territory representative

Shield Healthcare

Highly stressful job for barely two dollars above minimum wage. You are expected to take over 100 calls a day. Now it wouldn't be too bad if you weren't placing medical supply orders for senior citizens on Medicaid/Medicare, parents of children with disabilities, and healthcare/home care aids that are caring for people with mental handicaps and degenerative diseases. These are not easy orders to place and often times, medical documents and letters are needed or are missing and you spend much longer than 5 minutes with the client on the phone. It will set you back and mentally anguish you when clients who are in severe need can't get their supplies and then you have the call- center supervisor pulling you into a room and asking "why aren't you taking more calls". Shield Healthcare does not care. They just want their employees to place as many orders as possible and practically ignore the clients who are having trouble. 

The training is ALOT. It is very intimidating, but you are not expected to know every product line immediately after training. A typical day at work consisted of being on the phone all day with customers. During a phone call you could just be filling an existing order (after checking that they had a current prescription, authorization, or any other paperwork they needed for their insurance) or you may be requesting paperwork from providers, but often you would suggest other items that they were eligible for but did not know about. Management was fair and you have a lot of support while learning about new aspects of the job. The hardest part and the most enjoyable part of the job are actually the same thing. The customers. Some customers are just angry, rude, or really upset, but others are just so grateful to have someone who will help them with what they need. 

You will be told it's a great place, but only being a puppet will get you anywhere, you will do a heavy workload so other employess that are buddies can have a nice day, they give the best yearly reviews to the same people, I know this because we would discuss all that after we received our reviews, bad negative place to be except for the incrowd who get the good raises...managers are in their pocket all day, spineless puppets and scared employees.  Once had  my manager say you can't get a 4% raise and the warehouse has to have a 3% average, well you can't get a 3% average without someone getting 4....and 2.....

The president rules with an iron fist, his right hand man is a puppet. You can’t have any ideas or opinions because there is one person in the whole company who is protected by the president. Don’t make me choose him over you( per the president) and this protected one knows it and he does whatever he wants. The protected employee is at best is a lead man, he has no education in management, he was given his position because of pity for his years of service. All he knows is to get all customers orders out no matter what, orders are not checked just pushed through. That’s his way of kissing up to management, & he’s allowed to get away with murder. That is why we have so many customers returns. These are his daily work ethics, again he is protected, not even his immediate manager can say a word. Sad!

There are a lot of good things about Shield, especially if you work at the main office. The culture is odd, but then so am I. ;)
The Sales office is a different story. There is very little opportunity for development and for some that is ok, just not me.
They do care about work/life balance. However, on the dark side there has been a lot of changes with more work to do and not enough time to get anything done. The company runs way too lean. 
Succession planning isn't done well, they have a lot of talent in the company who could be developed into Leadership if they would put the proper time and effort into it.
The current IDP structure isn't effective in developing or identifying talent.

What is the best part of working at the company?
Helping Patients in making sure they receive their home medical supplies.

What is the most stressful part about working at the company?
When patients would call In with problems but I would stay on the phone with them to make sure that their problem was solved and that before they got off the phone they were happy.

What is the work environment and culture like at the company?
It was a very good environment to work in everyone would always step in to help other employees if any problems would arise. The management team was great also.

What is a typical day like for you at the company?
Taking Inbound calls from Kaiser Patients ordering their home medical supplies z

I have been at Shield for 2 years and have seen many changes.  They are updating the computer systems which in turn has allowed departments to be more efficient. They have a new Warehouse Manager that has improved warehouse processes and moral.  The Managers (new and old) care about their employees and the employees success. They provide a one week New Hire Training course so you get to know the whole company even if you are not in management.  They take every precaution when it comes to COVID and extended the COVID act through March when it was optional. 

A typical day of work is answering phone calls and setting up new accounts for customers. You can average 100 new accounts a month and still get zero commission. You can get 50 new accounts and still get zero commission. This company does not offer any commission even if your outperforming co workers. If you want to get the same pay rate a year later or two years later then this is the perfect company for you. Work hard and get no raise even if you top performer. Besides answering phone calls you also have to set up new account for incoming faxes. The office you work at is called Sales Office but does not pay you for sales calls. This job sucks !

Managers and supervisors are very approachable and friendly. The training is very well organized. However, the CEO can be rude and obnoxious. The company advertises that commission can be earned but is very low for the amount of work performed. The company spends on free catered lunches when the money spent could be diverted to the employees' salaries. Not eligible to take vacation until it is accrued, so you may have to work a full year before you can use vacation time. 

What is the best part of working at the company?
Can not think of anything good

What is the most stressful part about working at the company?
Coming to work and dealing with management 

What is the work environment and culture like at the company?
Controlling and no respect for employees 

What is a typical day like for you at the company?
Answering phones, talking with medical staff and putting out fires

Top Job Titles	Average Salary
Customer service representative 31 salaries reported	$19.47 per hour
Dietitian 13 salaries reported	$76,115 per year
Warehouse clerk 14 salaries reported	$19.29 per hour
Document control clerk 20 salaries reported	$17.73 per hour
Territory representative 13 salaries reported	$79,808 per year

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