Bilingual Customer Service Associate | Florida | Sep 17, 2014
Inbound Call Center/Bilingual Customer Service Specialist
A typical day at work? Arrive, on time if not a bit earlier, according to your assigned schedule :) Early bird gets the worm not to mention that early beats late any day of the week especially when your job is riding on it. :) Trust me on this one. DO NOT BE LATE for anything! Whatever you do, do not forget your security badge! Keep it secured in your vehicle or a place you will not forget to search at before you head out to work. If you do forget, don't panic...too much. ::) You must report that you do not have it on you to the assigned Humana representative and they will assign you a temporary one. Just don;t make it a habit. You have to scan your security badge before you enter the main lobby and again before reaching the main call center floor.Do not be the good Samaritan that opens the door for someone without a badge or without them scanning it if they do have it on them or you and your new friend will get into some hot water for a security violation. This next step is where coming in early helps. Log in/set up your PC with the appropriate source documents/e-mail. Review any/all alert information/e-mails on Humana products/member information updates. As with most inbound call centers, you will talk to people from all walks of life/demeanor to include from several states including Virginia, Illinois, and our sunshine state, Florida. You will also be dealing with medical providers within Humana's network. You will have two small 15 minute breaks, nice/comfortable break r
ProsDecent health/life insurance benefits, retirement benefits/investment. Decent hourly wage, employee support during calls, friendly/supportive management, work station equipment/environment was "user friendly" to learn/use for the most part
ConsCell phone use restrictions, short breaks/lunch, initial evaluation period had very strict abscence policy
Great people and pay, boring and unsatisfying work
If you like boring, routine work for disproportionately good pay, consider being a Retrieval Specialist with Humana.
To be fair, I absolutely adored my *direct* management team and my colleagues, and the pay and benefits were criminally good, considering the completely unskilled nature of the job. It's just that I can't be bored at work and still want to show up. Maybe you can.
Working as an RRS required 50% travel throughout a specified region between the months of June and December, unless you lived directly in the city with the major Humana hub. We had perhaps 20-30 RRS reporting to one central hub, with 10 of those living right in the city with the major regional office. Those of us outside reasonable driving range of that hub were sent within a 250-mile radius on a regular basis to visit doctors' offices to--as the job title implies--retrieve certain subscribers' medical records for verification against Humana Medicare's something-or-other. To be honest, I never cared to dig too far into why we did what we did, as that understanding was honestly not a requirement to do the job.
The remainder of the year was spent working ENTIRELY from my home office making phone calls to harass other doctors' offices who had either refused to participate in this inane verification process throughout the year, had records we could not find previously, or had patients whose records raised yet another set of flags in Humana's system. There's a point in the year when you are expected t
ProsExcellent pay and benefits, freedom to work without much supervision, good immediate workplace culture
ConsPainfully boring work, limited opportunities for advancement
Orientation at headquarters in Louisville, KY was pretty good; people were energetic, happy, fun, gave good vibes about the company regarding wellness, diversity, team spirit, & ongoing training & other opportunities, and they say..."no one quits Humana cuz it's so great!" Well, after getting to my home office, my on the job "one-on-one" training (along with 2 others) lasted total of 7 days. Rest of training you had to do online at home, taking countless hours, numerous computer issues/crashes, calls to IT, never received all required equipment to even do the job. Was expected to have entire job memorized in 1st month, not allowed to ask questions for further clarification, otherwise you get written up for "not being focused, unorganized." The so-called trainers (front line leaders) have no experience in training...they sit there across the table IM'ing each other acting like high-schoolers, judging & bashing each new employee then tattling their assumptions & accusations to the mgr, with whom you never see, nor can prove them wrong in their blatant lies. While they are supposed to be training us, they sit there doing their own work, making phone calls on personal & business lines, personal texting, and constant interruptions that inhibit any type of learning. Being shoved in small office was also not conducive to effective learning, especially when FLLs have to go out to smoke frequently. They treated you like a child, like a nuisance, and nit-picked every thing you did, &
The culture at Humana was very over bearing and hard to understand. It seem the training was fast, therefore a lot of understanding the job was hard. We spent 2 weeks in training for about a 5 year experience employee. A lot of the training was who every was available to train at the moment. A lot of the veteran employees where not helpful or they made you feel as if you are bothering them. As a new Agent in Agent support there was a lot of unexplained questions that was not given in training, therefore you picked up what you could, and took short cuts.This seem to work and helped you get through the day. You have to do lot in 7 minutes and you will be graded on calls and take points off if you make a mistake. The employee culture was un-friendly employees, unhappy employees, and a lot clicks. The front ends(supervisor) have their favorites so they cater to them. AEP-open enrollment is very fast pace and busy so the time you take breaks you have to re group and try to get back into the mental of things. The front-ends sit in their office and rarely come out, support, hate to answer questions, and you always had to send a Email even if they are in reach of your desk. I did not enjoy working in Agent Support, and felt that because I was part time. We was treated second hand, had to work late even if we was still new, and was not included in special events. I also felt that they did not appreciate me while I was there. It was nerve wrecking, stressful, and a very bad hostile pla
ProsThe pay, perks with free pizza, t shirts
ConsVery young in experience management team with no people skills, lots of clicks, gossip, and unexpected change because the department has a lot of turn over.
1.0
Customer Service Representative | Arizona | Apr 11, 2019
Slave labor
Let me start out by saying that I worked for C 3, which is a third party slave center. I worked for humana Pharmacy, enrollment, billing, tech support, and Over the counter team. I was only making 10,50 to start then went up a whole .50 when minimum wage raised after over a year. I was so stressed out at the end with a massive anxiety disorder that I could barely function. The training was non existant. They finally trained some of us on the main system and it was a complete joke. They stated that my manager or lack there of was having a baby and she moved me to the worst supervisor in the company. My supervisor was gone for over 3 months with some sort of issue and the new sup finally advised of me being on the new team. Through those months I had no guidance and no stat reports barely. I worked for WAH after spending 4 months in the old center. They said they would pay our internet then denied to pay it after 2 months. I realized I had been doing so many processes wrong from this supervisor but had been doing them for so long without guidance. It was hard to correct issues. I was getting wonderful scores and she still hated me. At the end she made up so many lies to get me fired. I ended up leaving. I had over 80 hours of vacation after 1 yr but then they stole our time and gave us only 50 hours. If you try and tell HR anything which she is a complete joke, they do nothing. They dont even respond. I am so wounded by the actions of this company, it makes me unable to look at
ProsGetting to go home
ConsLazy mean sups, bad connections, and non existent hr. Mbrs are mostly rude also
They push "Perfect Customer Service" but what they forget is that it starts with each and every employee..
The computer system is antiquated and slow and at least 75% of the time interferes with one performing one's job efficiently. They stress quality, but what they fail to realize is quality takes T-I -M-E and they aren't willing to give the employee adequate time to do their jobs with each individual member.(If one of your members needs extra time and you do the "right thing" by them and spend the extra time they need, and get behind and don't reach your quota- watch out! ) The real focus of Humana is numbers/metrics based(made up by management who is clueless on what it takes to do this job correctly). on how many "successful " calls one makes (of which the metrics are totally unrealistic for the quality they say they expect). The metrics are not based on your work ethic or by how well you care for your members and teach them, but on whether the person picks up the phone and talks with you or not. So if you make 30+ calls in a day and only 5 people picked up the phone and spoke with you, you failed for the day. You could have put in 10 hours for an 8 hour day (which you are not paid for since it's salary- since you're often forced to work extra so when you figure it out you only made $10 an hour), not gotten any breaks or lunch, put up with at least 1 - 2 hours and some days 8 hours of computer issues that put one further behind, and after all that get reprimanded because you didn't meet your "quota". (They forget these people that we're calling are retired and aren't going to
Proswork from home after 6 mos, benefits from day one..
Constotally unrealistic goals, expectations and metrics.
Humana is an amazing company with the best benefits, including 401K I have seen in a long time. Humana thrives on being a Wellness company and wants every employee to be their best mentally and physically while thriving to achieve the success each employee desires.
That philosophy DOES happen within this company, just not in the department I work in due to the manager. I would love to continue to work for this company until retirement, again, just not for this manager. The only joy in this management team is the Front Line Lead that has a heart of gold. Unfortunately, the turn around for this regional department is quite high.
A typical day at work is working 8 hours, reviewing records, averaging 50+ a day is the company requirement. It is a quiet area. Other departments are often heard laughing and eating together, enjoying their coworkers.
I have learned a great deal about HCC coding, use of software such as 3M, Epic, OCW, e-star, e-tool Verisk/Mediconnect systems, through hands-on trial and error mostly.
The hardest part of this job is that there is no manual here for new hires. The guidelines are constantly changing within the department, often without notice for some coding scenarios. There was very little training when hired, which is a negative for people coming in that have little to no experience with HCC coding versus standard medical office coding. Again, this is not the case for entire MRA division, just this specific regional department.
The
Pros7 hours of accruing PTO per pay period, Fantastic 401K, Dental plan is one of the best around, Rewarded for staying physically active through the use of a pedometor
ConsPoor management, Sedentary during your entire office day.
• BA having 8 years of exceptional experience in delivering cost effective, high performance technology solutions to meet challenging business demands. Extensive qualification in Information system methodology from conceptual design through document, implementation, user training quality review and enhancement.
• Expertise in translating Business Requirements into structured systems specifications. Specifications documenting business processes and translating them to functional specifications.
• Development Life Cycle (SDLC), having thorough understanding of various phases like Requirements, Analysis, Design, Development, Testing and Maintenance.
• Writing Use Cases, UML Diagrams using MS® Visio, Requirements management, Defect tracking.
• Experience in JAD sessions, use case modeling and analysis Project meetings, Reviews, Walkthroughs and Customer interviews.
• Leading JAD/JAR sessions to reduce time spent in moving information between stakeholders and team members
• Elicitation techniques like interviewing, questionnaires, brainstorming, focus groups, prototyping, cost/benefit analysis and risk analysis.
• Dataflow analysis using use cases, dataflow diagrams, state diagrams, activity diagrams, class diagrams and collaboration diagrams.
• Translating Business Requirements into Functional Requirement
• Adept in conducting GAP analysis, Cost Benefit analysis, Feasibility studies and Impact analysis.
• Understanding of Project Management and Work Breakdown Structures (WBS), pr
1.0
Prior Authorization Specialist | Tempe, AZ | Feb 4, 2019
Ah - No
I worked for Humana processing Prior Authorizations in Tempe AZ for almost 2 years. A typical day at work was answering phones then after a while, you can work back end production queues.
Hardest part & Management: If you do have the misfortune of getting hired there, you will be overworked (compulsory OT during 3 to 4 month the peak season, sometimes 4 hours PER DAY), underpaid ($17 per hour or less, no raise - ever), micro-managed (by uneducated, untrained managers) and if you work in the Tempe building you will be in deplorably filthy conditions (really, Humana? you are a $50+ billion company - clean the place!!). When I was there, everyone was sick, all the time, as the building environment was "sick". One of their core values is health and wellbeing - I saw neither in practice there.
If you are considering working there - I think you could do better, almost anywhere Humana, I know you can do better. One of the criteria for managing people seems to be that whoever can "hang in there" the longest gets promoted. There is no attention paid to those who abuse and disrespect their people. Managers seem to do whatever they want and get away with it. My experience was that there are a number of managers there that do nothing for their people's development. They are interested only in the status quo. They are definitely not interested in improving the lot of anybody working for them, or taking care of people that are on the front lines doing the work.
Culture: I be
Company misclassified ee as exempt salaried dumps the job of 2 full time employees on people refuses to pay overtime (even if you are forced to file lawsuit) works ees to the point of chronic illness and near death, refuses to pay disability, etc. Humana management believes they are above the law and violates every federal employment law. When information is brought to their attention HR will turn blind eye and ignore complaint and blame complaining ee for everything management did. Management is beyond abusive, creates a severe hostile environment that is intolerable to work in. If you try to hold onto your job, their abuse will increase to another level. And due to all the overtime and abusive work environment it becomes a dangerous situation, so dangerous you are afraid and 2 sick to return. So abusive, even your doctor will say no you can not return. If you complain to HR you will be ignored. Still, 5 years later, nightmares continue on. Corporate America management has become so abusive and out of control and on a power trip that people are near dead trying to survive. Then they will refuse to terminate employment or work with you to move you to a different location and trap you to the abusive role. When you have to go on disability, their torture will continue and they will deny paying disability and even deny paying your meds you need to function trying to recuperate from their damage they caused. It's just the worst experience I've ever had but this is corporate Amer
ProsThe 401K was good but doesn't make up for Humana Karoshi
Experiencia positiva únicamente por los compañeros, pero trabajo muy estresante, poca organización, y despido sin motivo aparente.
Trabajando en humana, por lo menos donde yo estuve, estas cómodo. Mis compañeras eran la hostia y te integran en el equipo desde el primer día, tratando de enseñarte todo lo que saben. Sin embargo, el trabajo a veces puede ser muy estresante y agotador, sobre todo porque en los días con más trabajo, como un domingo, ponen solo a dos compañeros a trabajar, mientras que un martes cualquiera cuando no hay casi gente, estamos tres o cuatro, no tiene mucho sentido…
Al poco tiempo me pusieron a trabajar solo con otra compañera más nueva que yo, dejándome como “responsable” de la tienda, lo cual me parece bien ya que te dan responsabilidad y confían en ti, pero también me parece algo precipitado, ya que apenas llevaba dos semanas en la empresa.
En cuanto a horarios, la verdad que bastante bien, tratan de adaptarse a tu disponibilidad y te preguntan. El salario pues bueno, normal, ni mucho ni poco.
Lo que me sorprendió bastante fue a la hora del despido. Llegue un día y una jefa mayor que no había visto nunca me dijo que mi perfil no se adaptaba a lo que buscaba la fundación, habiendo ya pasado varios meses, que ciertas actitudes y comportamientos no gustaban, y que el feedback de mis compañeros no era bueno, lo cual me extrañó mucho ya que no me habían dado ni un toque de atención y mis compañeros me transmitían todo lo contrario. No me dijeron más ni nada específico, así que me quede con la duda de qué fue exactamente lo que pude haber hecho, o si el reingreso de una compañera
ProsHorarios y compañeras
ConsDesorganizado, estresante
Questions And Answers about Humana
How often do you get a raise at Humana?
Asked Jan 27, 2021
Once a year
Answered Nov 25, 2022
Annually
Answered Nov 21, 2022
What is the best part of working at Humana?
Asked Nov 27, 2019
The hours were good.
Answered Jul 10, 2022
The patients and making sure their needs are met.
Answered Jul 3, 2022
If you were to leave Humana, what would be the reason?
Asked Mar 22, 2017
Horrible training. Unrealistic metrics. Micro managers that manage every minute of your schedule daily. Day one out of training and you are expected to know just as much as someone who has worked for years. Supervisors aren’t there to help you. They are there to constantly haggle you about what you did that could have been better.
Answered Feb 13, 2022
Poor management, overworked, mandatory overtime without any explanation every day (including Saturdays), very unorganized, unappreciated, poor training. When you try to discuss any concern with your leader they don’t listen, always in meetings when they know that the employees are unhappy. The management is very disrespectful. Poor leadership. The only thing that they think about is numbers, they forgets that patients need quality. They don’t care about the employees needs. I come from a hospital, and believe me when I say, I prefer night shift than this.
Answered Aug 6, 2020
If you were in charge, what would you do to make Humana a better place to work?
Asked Mar 8, 2017
The upper level managers are micro managers that expect perfection constantly. They need to learn to remember that there is not one person that is perfect and errors do occur.
