registered nurse

customer service representative

customer care specialist

care manager

telephone interviewer

illumifin

Wow how do I began? Horrible to say the least. I have only been working with the company for a short period of time, and throughout the duration of my working with them I have never ever in my life been so stressed out by one part time job!!! No job for that matter. 2 Weeks of training for a workload that requires several months of training if not more! I worked from home which was convenient. But what they put their employees through absolutely doesn't cover for all the headache that comes along with this position. Quality assurance are based on whatever the quality assurance person is feeling that day, or based on their own individual experiences with the calls. Based on what they would ask or not ask the applicant. No structural scripting available. Scripts are outdated, overly repetitive on the questioning, redundant to the applicant when reading the questions being asked, and extremely unreliable on the types of questions that you told and scolded to ask. I have a question. How do I follow the script verbatim, and then get quality assurance back saying, we know it’s not a scripted question, but you are still suppose to ask? Seriously? Refresher training huh.. really? No I don’t need a refresher training on you telling me how and what you would do on your calls. I need a training based on exactly how the calls are suppose to go for each company!! Per the exact scripting!! If I am suppose to ask, then have it on the scripting!!! This company is a set up for failure from the start! No matter how hard you try to complete the interviews correctly, the Quality assurance department whomever it will consist of completing the review of your call will find error in it!! If you train a person on a new job and keep things consistent with all your employees, management, all on the same page. You can’t help but succeed and go far with the company! However, when you have Multiple people giving you instructions on how to do your job based on how they do theirs and no one employee does it the same, but they all have their hand in the pot of your work stew, how can you possibly expect the employee to succeed?!! And, don’t you dare try to rebuttal on what you know is right! Or, attempt to show them documented proof that you followed the exact steps and did exactly what you were suppose to do and went over and beyond on a call and have all of it documented. They still will say, nope you were suppose to do it this way?!Absolutely no recognition for hard work/ no value for employees efforts of improvements!! I worked from home and still could see and feel the favoritism like a thick tension in the air!! If you get on your supervisors bad side or try to knock what quality assurance is saying about your work, Get ready to be targeted and nit picked on! There are times that I would literally be in tears with this job. And, that is not right!! No job should have you to the point of tears, or feeling a sense of inadequacy!!! They didn’t even care that I gave my resignation!! Wow!! Thanks for a complete waste of my time!! I really tried to hang in there and thought for a minute, I can do this and I won’t give up!! Once you are targeted they will make it to where you have no choice but to give up!! Inconsistency all over the place! Work environment stressful and unhealthy. 

I do not recommend working here!!

Each dept and client are different within LTCG. You have a different experience depending on which dep you work for. Some dept you have better experiences than others. Some dept and some bosses are not flexible. Some dept are. Am I grateful to be employed? Yes. But managers are overly pushy on meeting your daily goals and expectations. They hound you over and over again. The quality control process is not to teach employees of how they can improve upon their work, but rather how to make you feel the worst about your job and yourself. Managers say there are no favorites - but there are. Each manager has their own favorite and if you are not on that list, you will be absolutely miserable. A lot of other people you talk to within the dept and in other dept are close to tears and are actively looking for employment outside of LTCG. Employees are frequently at their breaking point and they advise managers of this and managers just push them harder. Overtime is frequently threatened as a method to scare employees. Managers will also use fear as a tactic to get employees to work for free. 
As far as far wages are concerned, they push and push and push you and LTCG only pays at low middle range people w/ the job title in other companies. They tell you that you are doing a fantastic job and then pay you low middle range. If employees were doing so great, then we should get paid in the high range scale. Instead LTCG tries to pay the lowest salary possible to its employees. 

Management will drive you to hate your job most days. They will micromanage you to the point where you despise working for this company. Sometimes you will have a boss that is absolutely no help and will tell you to read the practice standard or read a manual for your answers or they will tell you how to do something incorrectly resulting in an error and then they will not have your back when you get that error. 

They have lots of procedures in place yet not enough. There are processes that have no process on how to do them and you are expected to wing it and make it up as you go and then given an error for winging it and given an error to follow a process that does not exist. 

Has LTCG become more flexible during the pandemic? Yes. Prior to the pandemic it was pulling teeth to get part time WFH approved in any dept for sick days and bad weather. When you live in MN/WI you want the option to stay home when you have a minor cold or when there is a blizzard 3 or more feet are projected and for the longest time they refused to offer part time WFH in these types of scenarios because employee safety is not their concern. 

Instead of giving their employees the raise that they deserve, LTCG holds (used to pre-pandemic) several annual parties around the company offering food for one day to employees. How about that money is used to pay employees fair wages?

Also other dept within LTCG are given extra paid holidays off than other employees. All employees should have equal holidays off. If a new client says additional holidays such as MLK JR day need to be paid time off, then it should be that way for all employees.

Please stay away. Only come here if you are currently UNEMPLOYED.  the environment in our office is very toxic. when I say toxic I mean the employees attitudes spirits morale are very low and very negative.even if you try to do anything to boost the morale of the office there are always a group of individuals that find negative even in the smallest things that could be a positive. Some of the attitudes are justifiable. some of it is not.the management staff always ask for ideas or suggestions and since I've been employed I've offered several ideas several suggestions none which have been implemented.they have their favorite employees that they listen to that tells done the same exact thing and then they finally and we will listen.  not only. The possibility of losing a major client has totally just change the way things are done. yet for some reason it's hard for the company to help be more efficient with process improvement in terms of working claims or customer service and in terms of improving and or upgrading systems.the CEO claimed that if anyone have any questions or concerns you can come to him and when you finally have the guts to address your issues he brushes you off and tells you he doesn't have the time.I've totally lost all respect for this company as a whole.and I can tell you on three occasions my vacation time was denied not because it was too many people requesting time off in a day it was denied because the company was so behind in your productivity of claims that they need to staff on duty to try to get the claims completed so they won't get penalized financially. Meanwhile, you have these employees who are stressed their health is declining overworked morale is very low and you deny them vacation time. I even had an appt dealing with my health concerning my heart and they told me know because we had a special guest that was coming down just to talk to us.however when it comes time to use your vacation time before you lose it they still deny you because at that point too many people are requesting time off and they still don't have enough able bodies to complete the work therefore you end up losing your vacation time instead of the Company allowing you to either carry it over or cash it out!!! there's much more but I can literally write a novel and probably make some real money

there are not enough words to describe the unnecessary headache and stress that you will be put through working here. The company is so focused on metrics to please either themselves or the clients that they totally forget about the small workers on the platform. They constantly ask for feedback suggestions and improvements on what will make the workplace better and it takes them forever to implement or provide us with the necessary tools that is needed and required to help do our job effectively. they do not care if their employees are stressed or working long hours just so they can meet their production. you are not allowed time off without a valid reason. I went for over 8 months before my vacation time was granted and I even told my supervisor how stressed and upset and overworked I am and still I wasn't granted vacation time until a month later. you have supervisors that tell other employees business to other employees out in the open. and you have co workers who were just not supportive of anything that you do to try t o make the environment fun and boost morale. everyday there is an issue with the three types of systems that we use or someone in IT delete the link which affects the job that we do for a couple of days. management and executive team are fully aware of this issue as soon as this has been ongoing for several years. something as simple as changing the systems are doing enhancements where there are not as many crashes would actually help. also there is no set process structure on how to do your job effectively so when you get monitored by a quality assurance specialist and you were trade otherwise to do your job there's always this dispute, someone always feel that you should do your job this way because of their feelings and they tell you that this is expected of LTCG. that is unacceptable if you're going to run a business running right have things in place invest in adequate training and be really supportive of your employees and be aware of their development process no matter if they go into a different field or they want to stay at this company and retire. I'm not sure who's giving this company high stars but even the supervisors and managers have to go out for drinks because of the stress. Choose to work here at your own risk.

I started at LTCG super excited about the opportunity. However after working there I started noticing how lower management treated the employees. Like a hamster on a wheel. Where do I start? What they will tell you: You will be FT on a 8-4PM schedule while training. That there is a “generous” time off package. That supervisors and managers are there to support you. What they won’t tell you: Depending on which client you’re assigned you could be working as late as 8PM. That they will block of days on the time off calendar preventing anyone from taking/using that so called “generous” time off. Lest one supervisor in Customer Service (who has since left the position), supervisors and the operations manager of CS is not supportive. In fact, they are a bit cold and distant. Good luck getting them to respond to any request or inquiries in a timely manner. Thee only time they pull you into a meeting is to try to find reason to bash your performance. I don’t think I ever hear them actually praise the employees for being on the front lines each and everyday. And they surely don’t reward you for it. If you’re okay with being micromanaged, have your job threatened, have a cold distant experience with lower management and sups then this is the place for you. You will feel like a hamster on a wheel and as soon as they don’t think you’re running fast enough they will start to threaten you with more micro-management or termination. The hours are ridiculous and there isn’t much flexibility. Sadly, there is a high turnover amongst employees and sups. And I say it’s because of how things are being handled by lower management (operation management in CS). They don’t strive to retain their employees. In fact, they would rather force employees to leave by being cold, combative, and un-supportive.  They can get away with treating front-line workers that way because their is a revolving door hiring practice. When workers don’t feel appreciated or supported they tend to go where they will be valued. You’ve been warned!

Senior leadership job positions are created prior to a high priority project launch and once projects are wrapped those positions are removed so there is no permanency or stability for those roles. 

High performers do not have career growth and are not utilized to the best potential.  Yes they will be over utilized but not efficiently .

Even if employess get asked to work 24/7 to meet project deliverables and employees work long hours , no one from upper management will spend any time after successful project implementation to find out career goals of these same employees . 

Performance evaluations will have fake and negative comments for even top performers so they can be demoted or given a lower annual raise . 

Outside  companies are asked to bring process improvements in specific departments , did anyone think that outsiders are going to put their own interests first? Agenda for specialist companies is to drive their own profit . Root cause is aggressive timelines promised at times . Delivery timeline should match technical capability and assets so no its not the internal employees who let the projects derail or took longer for project implementation. 

Instead of investing money in specialist outside companies who are brought to fix issues , trust your loyal individual contributor employees and please hear their voice. Don't just hear feedback from leaders. Please invest in your internal customers,  provide training to your employees as they will be the key to driving success not the industry specialists who don't completely understand the business model.

I was brought into a role in which I had no experience but that both I and my new employers felt that I could grow into. However, the support and training I got was... harsh, to put it gently.

It quickly became apparent to both me and them that this was not a good fit for multiple reasons, many of which were beyond my control. I did my best, and they seemed to recognize my efforts, but I was ultimately dismissed after three significant mistakes, one of which could have cost the company millions of dollars. But at the same time, one of those was an accident caused by a medical condition and the other two were a combination of bad judgement on my part and failure on their end to do error proofing that I requested. One of those instances I specifically emailed the coworker who requested I handle the job I messed up on to verify that I was doing it right and got the all-clear, but when the error was discovered it came down entirely on my shoulders.

My trainer was personable outside of work, but when he was training me and correcting my mistakes, he was condescending, short-tempered, and impatient. I was specifically told "stop repeating what you were just told back to you" - despite that being a very common method of verifying that you had the correct take-away after being told or shown something.

Ultimately, I tried to make it work, but it was a bad fit for both parties. I would have required more patience and support to be productive and helpful in the role than I could have reasonably asked of them, but at the same time, I feel that I was given far less support than I should have been able to expect.

Nashville office was terrible. Blind leading the blind. Incorrect information given to employees by management all the time. No advancement opportunities. Little to no raise. Not worth $15 an hour to deal with the incompetent management in that place. Dead end job. No future! If you are right out of high school needing call center experience then go ahead but for a company to grow and build with, this place isn't worth the energy or effort. They do not care about your well being nor their customers, they just want to get calls in and out of que. Run as far as you can away from these people. Your sanity is worth so much more. Biggest headache of my life. I don't know if finding out my manager talking smack about me to my other co-workers and actually seeing the IM's she sent to the person sealed my fate of not ever wanting to work hard for them ever again or the fact that she pretended to care in my face. Either way they are unprofessional and caddy and don't deserve employees that actually CARE! I would not recommend this company to anyone ... EVER. I should have REPORTED them to HR for the comments that were made but instead I decided to never come back. Best decision of my life!

I worked at this company for a period of time, being the face of their business. During that time, I was subjected to numerous things, such as poor management, poor time management and then working on multiple clients to cover the poor management to try to ensure we could meet the clients contracted requirements. 

They "staff for wednesdays" which basically means, they're constantly understaffed with no intention to meet the call volumes on Mondays and Fridays, which is fairly high. By fairly, I mean 70 to 100 calls, depending on length of the calls. 

Finally, the poor management I referred to, aside from what's already listed. Most of the managers on the call floor in Carmel have little to no experience actually managing others. Their turn-over rate, due to what I feel is directly related to inept management, is very high and they've recently began hiring only temps. 

All in all, if you can tolerate all of the above, or just need a quick buck, go for it. But don't expect a career here.

--Worked at LTCG for several years. 

It is a complex business so it takes a while to feel comfortable.  There are quite a few long-timers who know what they are talking about; this is LTCG's best quality. It is also the worst as sometimes they are so overworked, it can be difficult to get their time and/or patience. 

Periodic layoffs cause paranoia. A lot of it.

LTCG spends a ton of money bringing in outside leadership rather than on asking those who do the work what needs to happen to make things more efficient and investing on the improvements needed to push the company forward. 

Don't count on a promotion. They are rare.

Watch out for gossip. 

Upper mgmt is a good ol' boys club. However, the day to day atmosphere is one of respect regardless of gender - just get your job done.  

Don't bank on changes coming from an employee engagement survey; happiness there was largely the result of how managers treated direct reports. In other words, some were good and some were not. The good ones were better at shielding people from the chaos of upper management demands and were supportive and positive in their management of a team that was constantly stretched thin.

Top Job Titles	Average Salary
Registered nurse 231 salaries reported	$49.49 per hour
Customer service representative 2 salaries reported	$16.50 per hour
Customer care specialist 3 salaries reported	$16.50 per hour
Care manager 2 salaries reported	$60,000 per year
Telephone interviewer 3 salaries reported	$18.72 per hour

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