Former 10 yr Medco/now ESI respected and praised employee to being treated like a pee-on and disposable person. - Resolution Team Lead Express Scripts Employee Review

Prior to the buyout, the emphasis of the resolution dept was to de-escalate a caller, make them feel good about the company while understanding plans, policies, sops and then primarily getting them their meds asap. The new company is mostly concerned about AHT and wanted these callers handled in 5-7 minutes. Talk about being robotic and not caring about the patient on the other end of the phone. There used to be a concern about the average handle time, but not too much, as the caller / patient was important. Supervisors also kept threatening to fire people if the AHT was not under control. It was extremely stressful and very hard working under such awful conditions.