CVS Health reviews

Low pay, fast pace, other employees staying at one station their whole shift while others are forced to do everything else

I was here for a year and a 4 months and saw 9 different nurses leave on my team. We were always understaffed. It takes at least 4-6 months after hiring a new CM for them to be fully trained and licensed (you must obtain licensing in all 50 states) for them to start taking cases and making calls. Caseloads are consistently large, with frequent changes to performance metrics that create moving targets. If you speak up for yourself, you’ll be caught using a “mouse jiggler” and put on a corrective action plan which means no raise and you cannot move internally for 6 months. Changes are not announced, rather you will get your audit with points taken off and then realize a change was made but never communicated. Yet these audits are a part of your annual performance that impacts your raise. Documentation standards are extremely high, yet recognition for meeting expectations is minimal. You must meet metrics that include a talk time of at least 2 hours a day yet there is no support given by management other than, “reference the wiki”. You feel as if you work in a call center and are not actually a nurse, making 18+ calls per day. You are pressured to enroll members into the case management program more than anything. If a member declines, it is put on a list for management to review and they may even listen to your phone call and critique how you could’ve provoked the member into talking about their medical conditions that aren’t even relevant to the call. The intensity of member needs often leads to a high-stress work environment, and it is difficult to use and enjoy PTO since member needs continue in your absence. While coverage is assigned, colleagues also manage their own large caseloads, which makes balancing workload challenging. You often come back from PTO with double the amount of work because it could not be done in your absence. Case rounds also take up a significant amount of time but often yield little actionable support from the medical directors. The role is highly micromanaged and very controlled, requiring to remain hardwired into a modem (no Wi-Fi allowed) and essentially tied to the computer throughout the day. We all got the smallest possible raise/bonus because the “company wasn’t doing well” and they “did not perform well”. If you want to work in this toxic corporate environment to get away from the bedside I would reconsider and find another company to work for. There are plenty out there that offer remote positions.