Availity reviews

Thank you for your feedback. We agree with you that Availity can make a real and positive impact in healthcare; that the work is interesting and complex; and that our call center is not your typical call center, with supportive teammates from many different backgrounds and levels of experience working together to make a positive impact for our provider community. The call center is very often the first point of interaction that our customers have with Availity. That customer experience is our number one priority and critical to our continued success. Our work in the call center is very important, and it isn't the easiest job in the world to do. Healthcare is complex, and those complexities can be frustrating at times, requiring our agents to be change-ready and adapt quickly to unexpected circumstances. It's true; we do have necessary processes and policies in place that keep our environment secure and help guide our team's daily work. Some of those policies, specifically around security and customer interactions, are not debatable, our work is just too important. We respectfully disagree that our managers do not welcome criticism. Differing viewpoints can help to inform decisions and inspire new thinking. However, there is a point where it can become negative instead of constructive, which is not beneficial to anyone. We also do not condone the verbal abuse of our call center representatives. Customers can sometimes lose their temper, though, and if that happens, our agents are armed with techniques to help them handle it professionally. The call center management team works with all of our agents to develop them to the best of their abilities and help them toward their career goals. Part of that process includes specific goals and metrics that are shared and discussed with each team member to help guide their development.  The call center has been and continues to be a launching point for a career at Availity. Our best agents are consistently promoted to positions of higher responsibility in the call center or other departments throughout the company because of the technical acumen they acquire, their knowledge of the customer experience, and their commitment to our company culture. We realize that working in our call center might not be a fit for everyone, and we wish you much success in your future.

We want to start by thanking you for two things: 1) For taking the time to write such thoughtful review and 2) For going back and updating your initial review to reflect the changes/improvements in your experience over time. This says a lot about who you are, and represents the open mindedness, adaptability, and can-do attitude that makes us great – Availity is all of us. We hear you! Working in Availity’s call center is a challenging job, but these roles are so important to our business and our customers—the providers who are on the front lines of patient care every day. It takes time to ramp up in this role, and to learn all there is to learn about the healthcare industry, claims processing, eligibility and benefits, authorizations, etc. And it’s time well spent - Many of our call center associates move on to other departments in the organization and have long, successful careers at Availity or in healthcare. Stick with it! As you mentioned, Availity is learning and growing, this includes process improvement and using new technologies to help us stay organized and serve our clients better. This is a work in progress and your advice is greatly appreciated. Please continue to work with our managers to make improvements where we can.