Pros: 5 day week with weekends & holidays off. decent pay. shuttle service to marta.
Cons: rampant, 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!
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 – more... 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High accuracy and productivity is expected at all times despite the fact that the computer systems and software are outdated, not well maintained, and frequently crashes.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 regard you as if you have three heads with five eyes a piece.
Speaking of management - it is nebulous and unsupportive at best, and counter-intuitive and inept at worst. No two managers will give you the same answer on any one topic, and changes are often made not because they are necessary for the "big picture", or for efficiency's sake, but just because they can be made. Change is a constant (true with any organization). But the changes within this organization are arbitrarily and cavalierly made without consideration to how they impact workflow efficiency, productivity, service levels, or customer satisfaction. Managers and supervisors blatantly show favoritism at the expense of office morale. Productivity suffers as a result, and management attempts to sugar coat their actions and place the blame on staff versus showing a modicum of integrity and owning their mistakes. All of this has created a team that is anything but unified and a microcosm of misery that would drive any sane person to alcoholism.
My department's fascist approach to personnel management would make Mussolini a proud man. Prepare to have personal liberties stripped as you walk through the door: you are not allowed to have your cell phone (at all, for ANY reason, despite the fact other departments aren't held to this same standard.) Most reading material outside of company provided propaganda is verboten (with the insane amount of calls coming in, it's unlikely you'd have time to read a sentence, let alone a whole book). Need to use the restroom? You're allotted an average of 4 minutes a day for bathroom breaks (I hope you're able to pop a squat, wipe and wash quickly for they DO monitor this.) You're not allowed music at your desk, no matter how tasteful or benign. And no browsing the web (although I wholly understand and somewhat support this, this organization takes it to the extreme.) My personal favorite is the frequent use of scathing, electronic vitriol mass e-mailed to all associates in response to the impropriety of one or two. Apparently, it is a foreign concept to address those individuals versus chiding the entire group. There's a considerable difference between announcing the code of conduct and disparaging and entire group for the actions of a few. We all have copies of the same handbook, code of ethics, and code of conduct. These rules do not apply, however, if you are one of the manager's pets.
If you have an issue within your department, a co-worker, or - heaven forbid - a member of management, don't expect help from Human Resources. They are in place for the company's interest ONLY and couldn't care less about the individual. You are just another number. Never forget that should you be employed here.
Co-workers. Hm. Most of my co-workers are duplicitous and quite immature. There's much gossip in the office, and no small amount of "fraternization" between ranks. Many spend their time trying to police the actions of others versus letting management do their jobs. Someone will always be worried about what YOU are doing and not about doing their jobs. Oh, I should also mention there is absolutely NO ethnic diversity here. I doubt this is by happenstance and is solely by design. I feel that this has also contributed to the nocuous environment that pervades the office. I find it hilarious that there hasn't been an EEOC complaint filed yet.
The most difficult part of my job? Aside from the info above, deplorable benefit packages (high deductibles, high premiums, scant coverage), dealing with the office politics, the often rude, opprobrious providers that call, and the lack of internal support is by far the shining jewels in this category.
The most enjoyable part of the job? Well, it's something to add to the resume. Leaving the office at the end of my shift is quite nice. We accrue PTO quickly. Good luck holding on to it, though.
What I've learned? I've learned that I can do - and deserve - much better, and as such, I have resumed my employment search. – less