Great Benefits/ Stressful Work Environment
Senior Member Service Associate (Current Employee) – Quincy, MA – March 14, 2016
Harvard Pilgrim is overall a good company to work for. The pay is decent, and the benefits are great. Working in the company call center, however, became a very physically and emotionally draining experience. There was an extensive 6 week training which was intense, but very informative - the instructors were terrific and truly wanted to help everyone succeed.
Once on the floor, the reality of the job became quite apparent. First of all, you are leashed to your desk by your headset. Every minute of your day is highly monitored. As a newbie this was expected and not so bad, but, as time passed it became more and more difficult to sit all day chained to your station- a ten minute break in the AM, an hour lunch, and a ten minute break in the afternoon.
There were many days, when I felt like the customers' private punching bag. As a Customer Service Associate, we are on the front lines, trying to assist the members with their plans, and all their issues, complaints, and dissatisfaction with the company, and their insurance coverage. When a customer requested to speak with a supervisor, rarely, would one be available to take the call. The Call Center Reps were always having to apologize for computer "glitches" that caused claim processing errors, as well as many other issues.
One major perk is the ability to work from home. Such a time saver in many ways.
Ability to work from home/ Great benefits
Short Breaks/ Highly Monitored/ Stressful, high pressure environment