Administrative Coordinator | Atlanta, GA | Sep 11, 2014
It's a Job
I work for a segment within the company. This segment was acquired by UHG in 2012, so my review is based on my experience within the segment and may not apply to the company as a whole.
A typical day within my office consists of arriving promptly to set up my work station, and within minutes of settling into my cubicle being informed of the latest scuttlebutt du jour - regardless if I wish to hear it or not. Once the shift has started, I field incessant, repetitive, and mundane phone calls, repeating the same information ad nauseum to people who've heard it 10,000 times before, yet still ask questions and become irate as if our processes are totally foreign to them. You are not allowed to place callers on hold, even if their issue requires brief research to be resolved. There is often NO break in between calls, and breaks are often cancelled depending on which way the wind blows.
High accuracy and productivity is expected at all times despite the fact that the computer systems and software are outdated, not well maintained, and frequently crashes. Our phone systems are shoddy at best, and the phone prompts takes callers to every other department save the one they need. It is sometimes impossible to answer a call because the antiquated telephony software becomes unresponsive, opening you up to a possible "call avoidance" infraction.
I'm not required to use any critical thought, creativity, or free-thinking. Employing these traits will cause management to regar
Pros5 day week with weekends & holidays off. Decent pay. Shuttle service to Marta.
ConsRampant, unchecked favoritism. No diversity - at all. Nebulous, unapproachable, and ineffective management. Malignant and toxic work environment and morale is extremely low. Inept, unmotivated, co-workers (there are a few exceptions.) Deplorable health benefits!
As a former Telecommute Case Manager (CM) this is just my experience from the department that I worked in, other departments might have different requirements for their Case Managers. There are many CM teams or departments throughout the enterprise (such as general CM and specialty CM such as diabetes, CHF, etc). If you apply for a telecommute CM position, please ask in advance which department you will be working in and get the details from that point.
If I had to choose if the job was bad, good, or great, I would have to say it was good. I worked from home. I was a case manager and I provided case management services throughout the U.S. My workday was from somewhere around 8:00am-5:00pm. We did not work weekends nor holidays (we also got of the day after Thanksgiving too).
As it relates to duties, you have a lot of phone calls to make to the patients (a.k.a. members) and you will do “A LOT” of documenting in various software programs on the computer. Each phone conversation that you have with the member equals 1 call contact. You must get at least 50 call contacts per week (this might be different pending on your department). Now, before you get too happy about these phone calls, you need to understand something. There are times when one 15 minute phone call with a member may take one hour to document. Phone conversations with a patient/member may include discharge education from a hospitalization to calling around to different places in the member’s comm
ProsWork from home. Did not have to fight traffic to get to work. Enjoyed my coworkers and manager.
ConsHeavy workload. Constant change. Stressful trying to keep up with documentation.
Okay place to work if you need a job, only beneficial for Licensed Nurses
Always something to do, very busy work environment. Nurses and/or licensed workers do not appreciate anyone who is not in rank with them, anyone lower than a Nurse is looked down upon, as if you are "the help." Upper Management will always side with the Nurses, even when you are right and they are wrong. Nurses speak to you as if you are slow or incompetent.....I did not know Nurses had the worst attitudes until working here. If your work performance is excellent, other co-workers will dislike you and compete against you. That in itself is a curse as it hinders you from advancing or moving within the company as each department has quotas to complete and if you are efficient and work accurately, your Supervisor may not want you to leave their department, that happened to me. HR and the Hiring Manager of other departments ask your Supervisor if they want you to leave and if they say no, you are stuck there. The quotas affect your bonuses and raises and you will be monitored on your performance weekly. Majority of the positions are WFH and the company micro-manages employees by timing the keystrokes on your keyboard and mouse clicks to ensure that you are in fact working. This came about as some people were not actually working and they found out because of the remaining workload at the end of the day. The good had to suffer for the bad. That did not bother me as I was always working as a Team Lead. Your work is assigned to you by the Team Lead, and my Team Lead did not like me
ProsWork From Home, Flexible Hours, okay pay, lots of work, Holiday Pay
ConsStressful, Quotas, Productivity Measurements, Micro-Management, No Respect, Company finds ways to stop your annual bonuses and raises, Low Raises and Bonuses for the amount of work being done, Expensive Insurance
TL;DR If you're a manager, fine. If you're a worker, leave it to the contractors.
What you get out of working there depends on what kind of person you are. I wish I could be more negative, but really, UHG is so big everyone's going to have a different experience. But here's mine.
From what I saw, they put more attention on managers and decisions-makers than those who do the grunt work. And there are managers everywhere (it's managers all the way down). Your boss will spend more time looking up at his or her manager, making sure they approve, than down at their employees making sure they have what they need. They don't have to deal with IT problems when it takes days just to merge your two lines of code into master because of something eight levels removed.
My team was way too big for an Agile methodology. In-office developers alone, there were 24 of us. You can't have a stand-up meeting with that many people. And that's not counting QAs or BAs. The software is EXTRAORDINARILY complex and tightly coupled. The main branch often breaks because it's so tightly coupled so someone can easily commit something that breaks it for everyone. They adhere so tightly to Agile Scrum, but don't say "no" to the hard decisions (e.g. regularly booking way over capacity, two week iterations that don't improve the product, but make it so those managers know what to expect so they can tell their managers). Nothing is spelled out, there's operational knowledge in scattered people's brains
ProsGood salary, Good compensation (401K and health plan in particular), Nice cafeteria with healthy food, Beautiful surrounding area with a good walking path, Easy to hide. You can do nothing for a long time. But means no one's paying attention to you, Good work-from-home policy. Never seen a restriction need to be regulated.
ConsOpen-plan office makes you feel anxious and watched, Lighting comes from skylights or dim flourescents like a warehouse, The free coffee is bad. It literally makes me sick. But you can always buy from *their* store, Lots of contractors and consultants. Anyone can disappear at any time. Goodbye SMEs, Their technology policies are draconic. Can't install anything unless from their App Store., You're not allowed to use Chrome you have to use IE or an old version of Firefox, They have an oppressive proxy you can't get around (no YouTube or Instagram or Pinterest), No advancement whatsoever. I don't know how you're supposed to get noticed
Specialized work with no experience opportunity outside given role
As an employee of the "Population Health Management" division my job was extremely specific... take and make the exact same calls pertaining to the same exact conversation, day in and day out. The only variety is whether or not we make the calls (thus giving us some background on the member and control over the call) or take calls (engaging with random members about a program they have preconceived notions about and little appreciation for). There was little variety in the work day and very few of the members are appreciative of the work we do. Due to this lack of variety, no additional experience is garnered that may help to advance your career (like most people working the telephones want) so you can reasonably expect to be stuck in the same role and at best the same division for the length of your tenure there. Since this is a service to employees of other companies, expect to work a large amount of evening and probably even weekends to begin with (I had to work 70% of my hours either after 5:00 PM or on Saturday) which leads to a poor work/life balance and, for many people doing an intense telephonic job like the one I have, depression. Also, near the end of the year (Oct.-Dec.) expect to work OT since that's when incentive deadlines are.
Despite many issues being brought to management's attention, very little is done to help find that balance and in fact on their yearly employee survey last year there were disclaimers that "...these topics may not be reflective of the
ProsGood pay, large enough company for those coming in with previous experience, work at home opportunities
ConsLittle to no variety each day, Unable to acquire new professional experience, Frequent emotionally intense days, Disrespectful and rude members, Micromanagement, Lack of control of day-to-day tasks or schedule, High turnover
Strengthening the control environment could enhance operations while reducing employee turnover.
Compensation is tremendous including base salary and bonus structure. Dental is also impressive. Most staff are friendly and intelligent. Frequent social and charitable activities help morale. Good work/life balance.
Medical insurance is tough. On-boarding was poor and lacked relevance. Materials should have included a road map for success with roles/responsibilities of position, claims platform diagrams, lines of defense, instead of 50 pages dedicated to hooking up to WiFi.
Management is poor and ineffective. My manager set me up for failure and did not follow through on her promises including getting my input on projects I wanted to work on and approving training I wanted. She claimed after I started that she would be an advocate for me when in fact she was anything but. I constantly had to go to her for work, and remind her of training requests I needed approval on. Furthermore, she scheduled me for work I had no idea about and she didn’t either when I asked her. Feedback was mostly critical/negative rather than constructive and often merely based on hearsay and anecdotal which from a manager is taken as gospel. It also was rare that I received real time feedback from a manager; they would instead tell my manager all the things I did wrong and she would believe them. While there are resources on HR Direct like Learn Source where you can chart your development, management is extremely critical of everything you do so unless they approve of you, you will not
ProsCompensation, Work/Life Balance, Community involvement, health and wellness, social activities, and the Dental plan.
ConsManagement, management, and the medical insurance.
Customer Service Supervisor | Sunrise, FL | Nov 4, 2012
UHG is where you have a job not a future.
From the start UHG is an employer that focuses on productivity and profitability. Emails come out from various sources drilling that information into each employee's head. The organization also makes a good display of how they have values and they want you to succeed. They are very lax with their IT departments, they still haven't left windows XP (heck, they only got XP in 2005) Everything in their systems seems to be held together with scotch tape and a few safety pins. When a major event happens they aren't prepared to react or they don't want to believe it's happening. When they finally get around to authorizing a new system or upgrade they suddenly want to yesterday and put so much pressure on the development to get it done that the result is a complete mess that they say "look how much we saved" The people who have to use it say "jeez, how am I going to hit my productivity now with this disaster" as well as "this is the list of manual work arounds because the system doesn't do what it was supposed to do" I've seen this with service systems, claim systems, enrollment systems, phone systems, and email. Benefits are sub par considered the organizations focus on "health and well being" Depending on your department you may have excellent work life balance or a disastrous one where if you take a day off you dread returning because no one is able or willing to cover your role because they as well have such a workload. The 401k, health savings, and Stock programs are good until
Consunorganized, it severely out of date, focus on $$, unreliable future.
I would say that this place is pretty much an enjoyable job to have as long as you fully understand what it is that you are signing up for. Don't expect 100% consistency especially if they interview you for an upcoming position in a new segment that they are adding to the corporation. I understand that things need working into and circumstances change as things come up but also show us the employees a little more compassion just like they want us to show the members. A typical work day outside of your 8-16 week training is very structured (a PLUS) you have about 5 minutes to start your day and bring up your systems. After that depending on the department that you work for its back to back calls approximately 45-65 per day. Breaks and Lunches are scheduled based on business needs and are scattered throughout the day depending on your choice of 30-minute to an hour lunch. Management will give you the typical I have been there and done that.... I have held the same position as you and in most cases almost always they are being honest. Management will sometimes pick favorites and carry out conversations with individuals about other individuals. In the training department they seem to like to alter the company policies to their liking to suit their own needs. As stated on their Human Resources webpage "Company Policy" you do not overturn company rules unless there is absolute need with explanation. I learned a lot about health care at this company and still learn very much every d
ConsPay and Inconsistant Work
Senior Customer Service Representative | Oldsmar, FL | Feb 24, 2015
Micromanaged Hoop Jumping Call Center
No matter how much you go above and beyond on a daily basis, you are not recognized or rewarded. The only recognition you will receive is when you do wrong and you are pulled into a conference room and berated condescendingly by management. Multiple ethics complaints by multiple employees on treatment by management, go ignored. This in turn causes high turnover among employees, either quitting looking for a better job or being fired for random reasons.
The only room for advancement is within the callcenter line of business. Applications for other positions outside of the callcenter conveniently are discarded for multiple employees even though well qualified. They keep you written up for everything from your stats to absences so that you do not receive raises year after year, you do not receive quarterly bonuses and so that you cannot apply internally for other positions. You are given rules to abide by which change on a weekly basis and your manager can change the rules to suit their needs.
When you start with this company you are elated at working for a huge corporation thinking that this is the greatest job ever...and then you start seeing that the company does nothing for their employees except demand more and more from you without giving anything in return. They do a survey each year for their management and company where employees are drilled, harassed and encouraged to lie to give them good marks. If you do not give them good marks, your team does not recei
ProsRelaxed Business Casual, cell phone and internet rules--no strict adherence
Consshift bids, no time off allowed for 5 months of the year, micromanagement
My position was MRA, member representative agent for the Charlotte, NC location.
The job is fairly easy, the pay is terrible, and really the company in itself is very, very sloppy due to poor management. I worked for the AARP department full time for $10 per hour, many reps complained of the company taking too much out for taxes and 401 K and opting out was like pulling teeth. God forbid you needed to provide proof of employment they darn near make you jump through all sorts of hoops and hurdles because they over complicate the littlest tasks.
Managment could care less about the "lowly" MRA's, they barely speak to you when they see you. The most interaction that you will recieve from them is when they introduce themselves while you're in training, after that, you're on your own. People from my team have complained constantly about many issues and procedures or policies that the company has in place and nothing has changed or been addressed as of yet.
Please expect to be under appreciated, you can be hired and fired with a quickness. They hire many young people, most which look like fresh high school grads.
The whole vibe of the company is off... as long as you take their calls, they're satisfied. The only people worthy of being happy is the client that they're dealing with which is AARP. I'm pretty sure that AARP would provide a much better work experience or environment all together if you work with them directly and not a third-party call center.
ProsFlexible schedules, easy job, option to work from home
ConsShort breaks, terrible pay, poor management, entry level employees aren't respected, terrible communication, CHEAP- don't expect a bonus, or any type of reward for that matter... how does $10 base pay ONLY sound?
Questions And Answers about UnitedHealth Group
What is the best part of working at UnitedHealth Group?
Asked Nov 30, 2019
The clients. Meeting them, learning about them, helping them to understand their health issues and their role in caring for themselves
Answered Nov 7, 2020
Some of the people that work there. It is a bit cliquey
Answered Oct 28, 2020
How long will it take to know if you get hired??
Asked Mar 8, 2016
I applied Thursday. Received an email within 3 hours of applying asking for my availability to schedule a interview with a recruiter. Friday I had a phone interview with recruiter, two hours later revived an email from hiring manager asking for an interview on Monday. I had interview on Monday, very professional and great questions. Within 2 hours received a call from recruiter with an offer and I accepted. An hour later I got an email from the team managers congratulating me. It went very fast! It has been a great experience so far.
Answered Mar 6, 2021
It depends on the position applied for. In my case, it took longer than 2 months to find out the result. Once submitted application, I was scheduled phone interview 2 weeks later. Then 2 weeks later for face to face interview, followed by 3rd interview via video call which happened 1 and a half week later. After 3rd interview, I waited for 2 weeks to receive email from UHG informing that I didn't get selected.
I would say based on my experience, if it takes a long time like in my case, there is a possibility that you might not get hired. There was a strong indication that they were interviewing other prospective candidates which was why it took longer time to hear back. My advice is to keep interviewing with other companies.
Answered Jan 27, 2021
What tips or advice would you give to someone interviewing at UnitedHealth Group?
Asked Jul 28, 2016
When you read the reviews posted take note of how many are written in a past tense and ask yourself why!
Answered May 1, 2021
Be honest with your answers. Be professional and dress to impress. First impressions say a lot about you unfortunately.
Answered Mar 6, 2021
How flexible are your working hours at UnitedHealth Group?
Asked Mar 23, 2020
There were quotas to be met, but I decided when to start each day
Answered Nov 7, 2020
They were not. Set schedule with breaks that change time daily.
Answered Oct 28, 2020
What is a typical day like for you at UnitedHealth Group?
Asked Mar 23, 2020
Traveling, meeting a variety of people, and lots of paperwork!
Answered Nov 7, 2020
You get your system up with all your apps. Then you log into the phone. You get lots of calls. You can have training as well. No day is the same.