Lovelace Health Plan was one of the best companies I ever had been employed by. The spirit and dedication of fellow employees was amazing. This company unfortunately sold the business to Blue Cross Blue Shield of New Mexico and no longer exists.
I worked at the call center for a while, helping people switch insurances. It was fairly simple, although some patients could be more difficult than others, but I did not enjoy the monotony of the job.
A typical day at work includes looking at staffing real time through Contact Center Management systems and being able to stabilize shrinkage (Time off the phones). In addition, attend various leadership meeting on how we, as a company, can become more effeicient and profitable. I've learned a plethora of information and reporting capabilities due to the restriction on technology infrastructure. I have built and maintained Executive Dashboards that is currently utilized by our Executive Leadership Team. In addition, I am a SharePoint Guru that has built and maintained our employee communications portal that has replaced all email announcements within the organization. I oversee Training, Quality and Workforce Management to ensure we can gain efficiency cohesively and effectively. The hardest part of a job is the demand for working all of operations being that there is only one of me and as telephonic structure becomes more of a need rather than a want, I have to strategically plan my day out to gain most use of it. The most enjoyable part of the job is that I get to work with so many wonderful people and I am a people person.
Clocked in at 7:30 AM to start my day. Prioritize worked needed to be done for the day based off of any vocemails, emails or outstanding task needing to be completed from previous day. Attend any staff meetings as scheduled. Some of my big learnings would be the need to be extremely organized, timely, and a stong focus on detail, due to the nature of my job responsibilities. Great management leadership with clear direction and understanding. There is a strong team environment with my co-workers where we help each other with work load task. The most challenging part of my current job is meeting time lines when work load is heavy. Even though the job can be demanding at itmes, I enjoy the daily challenges knowing at the end of the day a sense of satisfaction for completing the task at hand.
flexable time if needed, co-workers cross trained to cover time off
Manager (Current Employee) – New Mexico – May 17, 2013
Horrible organization - terrible management and an HR director that makes Cruella Deville look like a saint! Don't trust these people and they don't care about their employees. The fat cats at the top are doing plenty fine -- no wonder the state decided no contract -- good decision. I wouldn't insure my pet rock with Lovelace!
Case Manager (Current Employee) – Health plan – February 7, 2013
I have never worked at such a horrible place. There is no communication between departments, no one takes ownership of their assigned duties. People make up what ever rules they want depending on the stiuation, and what ever personal out come they want ( No consistancy). HR lies and totaly back managment no matter what even if managment is clearly in the wrong, they turn everything around. Very much a good old boy environment.
Customer Service Representative (Current Employee) – Albuquerque, NM – January 23, 2013
A typical day in the customer care center is very stressful. I have learned that working for an unorganized company can be very difficult. Management has changed drastically in the past 3 years and has not improved in any way. The employees are treated like children who are constantly watched. The co-workers are very friendly but there is never any time to become familiar with your co-workers, it is too busy and we are constantly losing people. The hardest part of this job is not ever having enough employees to take care of the incoming calls. I don't mind the always being busy because that is what comes along with working in the call center, but what is worse is the way situations are handled. It seems as if the quality team is always out to get you also.
Don't forget HR will tell you how they keep thing confidential, and it is just another lie.
Job Work/Life Balance
Clinician (Former Employee) – Albuquerque – January 9, 2013
HR always backs the Management, no matter how inappropriate or disrespectful they behave. This company works in silos, for example, the claims department never speaks with the prior auth department so their processes are all broken up and nobody knows if they are even truly effective for their patients. Since this company is FOR PROFIT, some of the contracts for medical equipment and services are based on how much the rep likes the director. And then only that stuff is covered, even if its more expensive for the patient. In my department, there were 14 people, and within a 10-month window, 7 positions had been turned over. Also this company works in 15 different computer software systems, each requiring their own password with ridiculous specifications and each password must be changed every 30-90 days. Not many of the systems talk to each other.
A typical day at work: contact business owners to determine status on each task. After speaking with all the BO, then I update the project plan. Some days I will request bids from vendors for specific portions of the project. Work with Finance to obtain capital request approvals. During my short time at LHP I learned a structure way to do projects. Once a week we will share our roadblocks and sucessess regarding our projects. Hardest part of the job was to ask for information without any response from management. Most enjoyable part of the job was creating project plan, getting specifications and see the results.
Customer Service Representative (Former Employee) – Albuquerque, NM – July 19, 2012
Over 9 years of responsible corporate experience as an Administrative Assistant with a proven record of accomplishment in the areas of accounting, customer relations, scheduling, staff supervision, and general office operations. Strong organizational abilities combined with excellent interpersonal, communication, and leadership skills that allow me to work effectively with other people at all levels.