customer service representative

licensed clinical social worker

clinical nurse coordinator

field coordinator

occupational therapist

UnitedHealthcare

The claims processing department of this company is poorly managed, spectacularly overworked, and under appreciated. I have worked at the TN site for over a year, during which time we have had about 5 or 6 weeks where their overtime was voluntary or less than eight hours a week. The REQUIRED overtime is usually 8 to 15 hours a week, and it has been continual since May of 2014. 
In the 16 months I have worked here, I have had 4 supervisors, 2 managers, and 2 division vice presidents. 
There is no real appreciation for the amount of work you put in beyond the occasional thank you email. No comp time, no real financial rewards like spot bonuses, gift cards, company supplied meals, nothing. Oh, they have a $100 bonus available every quarter if you do more than 100% of your required work, but it takes the company over two months to get it to you!
Systems issues are pervasive and make it difficult to process your claims-- yet the company seems unwilling or unable to fix the issues. 
The "metrics" (number of claims you are required to process per hour) are unrealistic, especially considering the computer issues. 
I have never worked anywhere with such a tremendous lack of communication between managers, supervisors, and labor force. 
This site is a very unfriendly environment-- I have never worked anywhere that I did not know the names of the people in my department until I came here. The supervisors don't care that you don't even know the people on your own team! You may see the names on the list, but you won't be introduced to them in person! The environment is strictly production oriented and not in a good way. The claims can be challenging, but it is difficult to get assistance with any questions you may have. The "experts" on each team who are supposed to help you are either not there, too busy gossiping with other "experts" or friends or their supervisors, or just flat out ignore you. 
And last, but not least, the medical benefits are horrible. This is the largest health insurance company in North America, but the insurance they offer to their processors is the worst I have ever had! It is expensive with incredibly high deductible and coinsurance (out-of-pocket). They do not pay a penny for prescriptions until you pay your entire deductible. 
The hourly pay is less than average for comparable processing positions at other companies-- but you'll make enough money to live on because you'll be working 50+ hours every week. 
It's a shame, because the processing itself is not a bad job, but this company does not care about its processors and the high turnover rate here proves it. There is a new training class every two to three months because people don't last very long here. 
STAY AWAY!!

What is the best part of working at the company?
The medical insurance is pretty good. Able to buy 40 hrs of extra pto time per year. 

What is the most stressful part about working at the company?
They don’t train you well. Dental insurance is hard to find a provider. Metric system. You get pulled aside in team chat and reprimanded if you get a low rating on a call. Even if they rated you well, but the company poorly. Management is ever changing and a lot of them are not good at managing many people. Most of the time they are slow to resolve issues, but quick to grab you if something is done incorrectly. Callers are allowed to be abusive and you can’t say anything ( even though they say there’s a no abusive, managers do not want to help takeover your call)If you don’t know how to work a certain call your best bet is making friends with people that attended your class. The team leads and team chat supports are slow to answer if they answer at all. They created a Nest team that randomly pulls everyone’s call if they’re not a certain time limit. So if you just have a transfer you have to slow walk so you don’t get in trouble. They have team meetings where they pull your calls and make your team critique your performance and point out what you did wrong. Bonuses are based on metrics and surveys. If people are unwilling to leave a survey when they call in, you won’t bonus. The amount of stuff they expect from you with no down time to complete it off calls is unrealistic and you will have to do on your free time. If you wanted to work there , best bet is to try someone under their umbrella… Optum, Healthy benefits etc 

What is the work environment and culture like at the company?
Toxic. Poorly trained. Lots of depts transferring incorrectly due to training and a lack of accountability. Too much worry and annual training spent on inclusion and diversity infomercials/ recertification courses and not support / knowledge/ tools that we need in our daily job to succeed and not be expected to operate under heavy stress/ unrealistic expectations. 

What is a typical day like for you at the company?
Trying to opt in to leave work early if they feel like they have to many people , frustrated at a lack of assistance, and praying it’s over soon if I’m denied to leave  , logging in to 7-8 different sites with different and ever changing passwords while watching phones, numerous team chat groups, side pings, classmates needing help they can’t get in chat,  and doing a weekly metrics form to tell them in your within or not. And for example, if you’re not getting surveys/poor surveys (even if it was company based) / or a high transfer rate etc… you have to tell them in the form what you will do to improve it. And can be wrote up/ put on 30 probation and potentially fired if it’s not improved.

Typical day may include needing help from peers who are already overworked having too many assignments so the inability to build any relationship or team commadarie which was desired, became non-existent. You would get no help even if new staff needed help from peers who had their hands full with their own functions. Then everyone would leave to go visit assignments in the field and possibly have 3-4 meetings per day on top of office preparations for those meetings.

 I enjoyed going to these assigned meetings but once assignments grew too large for handling, it became  more then even I could handle.  

After your workday was over you might still be at the office to get ready prepping for the next day. If you offered to help someone, you were assigned even more then you could already handle but you were expected to handle it all.  If you complained or simply asked for help, you could cause yourself issues with leadership so it would have been better if I never offered to help anyone. 

Prepping for meetings to report daily, weekly, or monthly; giving extremely detailed info on your assignments would put you further behind but you were still expected to handle everything in a timely manner and if you didn’t then you would be labelled with poor time management. Forget about eating lunch too as you won’t have time to eat. 

I enjoyed being busy however even I had a point where I could not handle anymore assignments. But again leadership didn’t listen or perhaps didn’t have the power to do anything about the issues they were told about regarding staffing.  

If you want a job being super busy, never a dull moment, not wanting to be  a team player, not wanting to help anyone but yourself, and always working with no home life then this is the job for you.  Although perhaps staffing has been fixed to retain those still working there. I hope so as I liked the job.

Other then being understaffed with all my peers leaving, this overall was a great job and I enjoyed it very much.

Some additional info: 

Pay is not bad, but no one is ever truly happy with salaries are they? 

PTO:  to take any PTO you are told you must find someone to cover your assignments while you are gone. But no one will take your assignments because their plate is overflowing already. Maybe this has changed. I would hope so because some could hardly get away with schedules so full. 

Having worked at United Healthcare for over a year, I feel compelled to share my experience. Unfortunately, my time here has been far from positive. While the interview process was filled with promises of bonuses and raises, the reality is quite different.

Generally, employees are supposed to receive raises and annual reviews when their year comes up. However, since September, we have been promised a review based on the company's performance, but I have yet to receive any concrete answers. Whenever I inquire about my review or potential raise, I get no response from my direct manager and only vague answers from my supervisor. My one-on-one meetings consistently affirm that I am doing great—always punctual, providing members with accurate information, and correctly documenting my interactions. In fact, my metrics showcase me as one of the top performers on the team. So, why haven't I seen a raise?

At the beginning of the year, UHC provides a small raise, which I have not received either. After only three months with the company last year, my raise amounted to just 20 cents. It's disheartening to see that hard work does not lead to recognition or reward.

On top of this, the metrics used to evaluate performance—such as schedule adherence and the quality of information provided—can be frustrating. It’s disheartening to receive negative feedback based on member surveys, especially when the survey reflects the entire experience rather than my specific contribution. There have been instances where calls were transferred to other departments after I had already provided accurate information per company policy. Yet, those member opinions still affect my metrics and ultimately my bonus.

Additionally, the compensation is not competitive. UHC tends to assign more responsibilities while offering minimal pay, leaving many employees feeling undervalued and overworked. The overall morale among staff is quite low, making it difficult to enjoy the work environment.

If you're considering a position at United Healthcare, be prepared to work hard for little recognition or reward. They do not seem to value their hardworking employees, and I would advise against wasting your time here.

A typical day at work involves having five minutes of computer preparation every morning before the start of my shift.  I prepare for the days calls by ensuring that all the necessary programs and documents are accessible at all times which enables me to assist with a broad range of provider queries in a prompt and efficient manner.  My job has taught me to exercise great time management, thorough preparation, and punctuality.  This position also challenges me to multi-task which makes me an asset to any company as I successfully transition from task to task.  

The success of management is contingent upon the success of their employees.  The supervisors at United Health Care are known as COACHES.  The coaches keep their team up to date about changes, they make sure that we are commended and acknowledged for doing a great job and they make themselves available.  I am proud to say that they make certain that they provide all the tools and assistance necessary to ensure that we succeed.

I enjoy interacting with my co-workers.  We encourage and support one another.  We provide helpful tips to inform one another and make our job easier.  If one succeeds, we all succeed.

The hardest part of my job is not having an answer to a problem in which the provider has been seeking resolution for a considerable amount of time.  However, I take pleasure in taking personal responsibility, showing empathy and reassuring the provider that I'm going to utilize my resources to ensure that they are just one step closer towards their long awaited resolution.

The most enjoyable part of my job is hearing the elated voices of providers that I have assisted.  When the call culminates to receiving a 100% provider survey, it proves just how pleased the provider is with my services---so much so that they have taken the time to complete a survey---that is the ultimate satisfaction.

I am employed as a customer service rep.. primarily consists of taking prescription drug plan calls for our medicare recipients. However the company will add different skills to our phone lines and we will end up taking employer group calls which doubles the calls in queue.. and us agents arent even trained on employer group calls. So because the company cannot keep their employees (about 20 have quit from my training class from only a year ago) or hire new employees or forcast call volumes.. the remaining agents taking calls are slammed back to back, given mandatory overtime and with no training we are penalized on those call types with wapmo's ect... The company will not give you a raise if you are on any certain correction action plan at the time of yearly evaluations.. So what this means is.. lets say you do fantastic all year, and something happens in dec/jan and your supervisor decides to put you on a corrective action plan for something you were never coached on.. you don't get a raise. I havent recieved a raise since i began working here in Aug 2011. I am an excellent, intelligent employee who helps the members of united health care and in return i get nothing from this company. the health benefits are not great. I have been waiting for another position to open up and when it finally did i cannot move to that position because this company is all about numbers and does not care about you or what you bring to its members. Basically guys, you will be a sheep in the herd.. The systems they use constantly go down.. You have to track everything that happens. You have to document all calls, submit grievances,coverage determinations, place outbound calls to RSS, OPTUM RX bla bla bla.. THE WORK THEY GIVE YOU IS NOT WORTH THE MONEY. Supervisors are clueless.. I end up coaching myself. The only benefit to working here is the Work AT Home opportunity. I myself, am looking elsewhere and i suggest that you do too.. for your sanity. Company is un-ethical and the overall employee moral is 0.

So starting out a typical day in training was great. For some reason the new hire group was great and we all still talk outside of work. Trust me this was not the norm. The people that were there before us said that only 2-4 people of their training class stuck. This company has the worst turnover of any company I’ve worked or heard of. It’s pathetic.

After training it was 0 work life balance even though this was a hybrid remote sales job with a 4 day work week off season. During busy season you will be working overtime a lot which I knew going in. If you didn’t elect to work during overtime days the supervisors will draft people at random, if you don’t show it’s an attendance violation. Which their attendance points last 12 months! Highest of any company I’ve seen.

Management is laughable. The supervisors in Columbus are ridiculous. They thought their jobs were special and they could talk down to you like a dog. I was harassed personally for not staying one hour over my shift.

Workplace culture was what you would expect from a soul sucking corporate company. The only thing they did for the employees was buy us a few meals during peak season and bring us espresso shots while some employees worked 15 hour days.

As far as the job it’s not hard. The training was the only valuable thing I got from this scum sucking company. The only “hard” part was getting burnt out after taking 30-60 calls back to back for 8-10 hours.

The most enjoyable part was the training and lucking out on having a great group of new hires. Which as I mentioned was not the norm at all. They have 3-4 new hire classes per year due to the pathetic turnover.

This review only scratches the surface. One of my coworkers is pregnant and got pointed for going to her prenatal doctor appointments. She is ultimately going to lose her job for being pregnant.

If you:
1. Don’t value yourself at all
2. Enjoy bending over
3. Have no life whatsoever

Then United Healthcare is for you.

•	Involved in Functional Testing, System Testing, Integration Testing, Performance testing, Regression Testing, on the UNIX and Linux based operating system.
•	Analyzed and reviewed Business Requirement Documents and High Level Design Documents.
•	Interacting with Business, Development and QA team in validating the issues in daily/weekly meetings
•	Analyze project and device requirements and develop Test Plan, Test Specifications, and Test cases in Quality Center
•	User Selenium to automate scripts portions of the enrollment of customers flow. 
•	Analyze applications, middleware, and databases to ensure the quality of the product
•	Interacts with engineers, programmers, infrastructure architects and others to design and determine time and costs constraints for the application
•	Actively involve with the users directly regards to their application issues and provides solutions to resolve all issues
•	Interview area experts, asking detailed questions and carefully record the requirements in a format that can be reviewed and understood by both business people and technical people
•	Assist the Project Managers and Business in setting realistic project expectations and in evaluating the impact of changes on the project and plan accordingly to set agendas and manage change
•	Active participant of all the review meetings in validating the test conditions and the test scripts.
•	Developed SQL Queries for backend Database Testing using TOAD as interface tool
•	Involved in User Acceptance Testing of the Application by interacting with the core Business Users.
•	Providing support to technical support and help desk to analyze data and to verify the help desk tickets opened on the request of customers.’
•	Technologies involved in the job includes (but not limited to): Java, J2EE, Junit IOS, Xcode, APK, SOA, Web Services, Eclipse, XML, Oracle, DB2, Toad, HTML, Java script, Jmeter, Unix, Linux, Shell scripting, HPQC, and Rally.

The company as a whole is a great company. However the left hand rarely knows what the right hand is doing and the employees always take the fall for it. The location I worked at was in the heart of gang land where you had to drive past  ladies street-walkers and their "managers" to get to work. There were often police helicopters searching for suspects in the area, and many employees reported being assaulted on the way to work. Needless to say the people who stayed there were not afraid of this type of activity for whatever reason. There was little to no diversity in the work place. In addition to risking your life to get to work, once you get there you will find the policies were put in place for efficiency before quality. I would not recommend working for this company.  There was a high degree of lack in the training department where little to no access to the actual information you will need will be given to you. This will ultimately be held against the employee. And God forbid you actually get sick while on the job. It will likely not be excused as they have no sick days. I actually heard a Supervisor tell her employee that if she is having a heart attack she better do it on the job or she will be fired for being absent. There were ambulances picking up employees daily. While they offer benefits, they do not pay for the premium or allow time off for doctors appointments. You have to plan your earned time off over two weeks in advance. Since no one takes off work for illness you can see employees coming to work with stitches, open wounds, non stable blood pressure, acute asthma, the flu, and plenty of stomach illnesses. Oh and if you need to use the facilities outside of your scheduled break you will be called out and likely written up for it.

A typical day at work would be to start at 7:30am and access the Baptist portal to locate the patients that were from your clinic. at 8:30am Tues-Fri you would be on a team conference call to discuss difficult cases. After this you would round on your patients after speaking with the rounding physician. While rounding a determination would be made as to when the patient was being discharged and discharge planning would begin. At this same time the chart would be reviewed to determine if patient met criteria for Obs or Inpatient and Milliman was used to determine length of stay. You may have up to 5 facilities to round on depending on where the patients were from your clinic. One day per week you would attend a PCC mtg with the clinic(s) you were responsible for to discuss patients cases, their outcomes, and to determine if they needed to be picked up by disease management or needed a social work/case management follow-up visit at home. This meeting would usually occur around the lunch hour and lunch was provided. After rounding on patients you would need to contact their family members to discuss discharge planning needs. If the patient is being transferred to a SNF you would need to coordinate this as well or arrange for home health and social work. After this was completed you would enter in any clinical or discharge information as needed. If the patient was in a SNF you would need to issue a NOMNC to the patient or family (Wellmed is a MSO for Medicare) and document this in your charting. During the day you would field calls from your physicians, clinic staff, patients, and patient's family members.

Top Job Titles	Average Salary
Customer service representative 1 salary reported	$15.00 per hour
Licensed clinical social worker 54 salaries reported	$41.49 per hour
Clinical nurse coordinator 8 salaries reported	$39.38 per hour
Field coordinator 11 salaries reported	$39.38 per hour
Occupational therapist 10 salaries reported	$365 per day

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