Upper Management Out of Touch
Patient Service Representative (Current Employee) – Naperville, IL – June 12, 2018
For a company whose tagline is "Healthy Driven," they sure seem to be money-driven more than anything. The past several months, the focus has been on quality lists: how many patients had their diabetic eye exam, how many had a physical, what percentage are still outstanding, etc. We all know these quality lists are not even about quality, they are about making more money. And even if they truly were about quality, it has come at the expense of more urgent patient needs: for example, a patient needs a prior authorization for a medication or needs an urgent form filled out, but so many staff members are assigned to quality projects that there is only one person handling the urgent requests, so they are extremely delayed. If we make our concerns known to our manager or even escalate it to higher levels of management, it is brushed off as "just a time management issue" as if people aren't routinely working extra hours off-the-clock just to make sure it gets done. People are being hired who are massively underqualified or not the right fit for the job just so they can say we are fully staffed and have no excuses for things not getting done, but those of us that are skilled are spending so much time cleaning up the newbie's messes that we get even less done than before when we were understaffed. It has gone from a place I enjoy working at, to a place I go put in my eight hours for a paycheck and leave.