Not enough training, call metrics not realistic for proper handling of customers - Customer Service Representative Availity Employee Review

Thank you for taking the time to write your review. While working in Availity Client Services is an excellent way to start a career in healthcare, there’s a lot to learn in the healthcare industry, and the work we do in client services is challenging. We don’t expect our ACS associates (or anyone new to healthcare) to become experts in the first few weeks or even months. There’s a significant learning curve, which is why we stage our training and call handling to specifically handle more complex calls later after plenty of training. We put a lot of effort into ensuring our call center associates clearly understand the expectations of the job and get the training and feedback they need to be successful in their role so they can grow their careers with us. But we also find that getting our new representatives on the phones and talking with our customers as quickly as possible is the best way to put that training to work and learn about our business. We track the performance of our ACS associates and strive to achieve specific goals; however, providing quality customer service remains our priority. Tracking allows us to measure performance, identify areas where associates can improve, and reward outstanding performance with incremental pay increases through our Milestone Metrics program. It also identifies areas where we can improve our training. Training is a moving target that we are constantly working to improve. As our products, tools, and customers evolve, so does our training. Historically, Availity has always given an hour of time combined for lunch and breaks for our ACS associates. However, we are always looking for ways to improve, and your comments regarding this are timely. We recently surveyed our Associates for feedback regarding lunch and break preference, giving several options to consider. We will use those results to help make a decision that supports both our customers and our Associates' needs and communicate any changes to the team. More to come on this, and thanks again for your feedback!