Changed phone systems right before most busiest time of the year with only a days notice before the switch.
Quality reviews on calls are very strict this year or the dept just began taking their position seriously, the script on what to say oftentimes for the worse, helping the customer through their concerns while being patient, Courteous, knowledgeable, and helpful along with geat survey scores from customers are not enough even when all other stats are passing.( Ex. )If you mention a survey at the end of the call and don't ask it as a question points deducted u fail the call. Ever changing call checklist that they dont provide to you.
No way to email or fax paperwork to members or providers if they request the software used does not pull up the proper forms , must inform them to try self service options and if they run into trouble oh well because the company got rid of technical support and put it on member services dept although there's a lack of training or barely anything you can do to rectify the issue. The most you can do is issue a ticket to the in house IT support which is supposed to be just for employees, then rightfully so customers call back upset because they never received a callback on their tech issue.
Have resources to help customers find doctors whos information is never properly updated or correct even through their general website that we also have to use. You can call through a whole list of doctors on the find a provider site and chances are the haven't been in network for years or left a location etc.
