Express Scripts Resolution Team Leader reviews

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.

It is difficult for some to get used to having your schedule micro-managed down to the minute as is the case with entry level positions. For positions which require the individual to field phone calls 8 hours a day, it can be very stressful and sometimes emotionally draining. You are the sounding board for people who are affected by corporate decisions which often affect their health, decisions that you may or may not agree with personally and are often subjected to wishing there was more that you could do to help.