Pros: Good pay, large enough company for those coming in with previous experience, work at home opportunities
Cons: Little 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
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 action and directions of the company." This company is strictly in it for themselves, not you, me, or – more... the members they serve. You can also expect to throw your self-respect and integrity away while being employed here since managers don't stand for decency, respect, and holding members accountable. If you stand-up for yourself when a member is being rude or disrespectful you can expect to be punished by a slew of potential ways including but not limited to... little to no raise, prevention of advancement for 1 year (happened to a friend of mine), revoking of work-at-home status, and/or termination. Lastly, managers and senior management would prefer to bend-over-backwards for member's to get their incentive than to help their coach's workloads and hold member's accountable. It's no longer uncommon now for "completion requirements" to be changed simply to ensure completion.
If you are lucky, you will be put on a team with a supervisor that doesn't motivate through the use of fear and micromanagement. I am blessed to have the managers I have/had, but many others don't have that opportunity. Managers have been known to screenshot a person's screen, monitor instant messages, or in my case, deny a "kudos" on the account of it "not being professional enough".
THE GOOD PART(S)...
- They provide what has been dubbed as the "golden handcuff". They pay very well initially, but don't expect very much in the way of a raise (1._% this past year which is well below the 3% inflation rate). What this means is that eventually you will be losing money if you make a career in this position.
- The job can be extremely rewarding if you get the right members. However, WFM (Workforce Management) adjust your schedule week-to-week so there's little chance of long-term connection.
- Senior management has stated there is a benefit to having employees WAH (Work At Home) so eventually you will be shuffled home to work.
- Since there is such high turnover, you can expect pretty solid job security. They are constantly looking for/in need of new health coaches. – less