UHC is so focused on production, they have lost sight of their employees.
Biligual Customer Service Rep (Current Employee) – Baltimore, MD – November 6, 2015
I arrive, punch in and greet my coworkers. I login to my system and pull up Avaya, AS400, VOM, Share Point etc...I proceed to answer calls, some providers call to place eyeglass and/or contact lens orders, they call to verify patient benefits, to request lens options and availability or to have patients benefits reinstated. I enjoyed speaking to the providers and over the years I developed a very good relationship with many of the providers. I'd encounter very pleasant providers and on occasion I'd encounter unpleasant providers but many had legitimate reasons to be upset. Many times their problem was something that was out of my hands, but I knew that transferring their call would only escalate the issue, so I would take it upon myself to do everything I could to correct the problem and make that provider happy.
Although our union contract encouraged merit raises, the employees never got merit raises, they are pro teamwork from the mouth out but discouraged it at every turn.