Express Scripts 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.

Leadership was terrible overall. It seemed that senior leadership became disengaged with what was actually happening to those on the front line with patients and clients. With that said, it is ironic that in one place I worked for one of the best managers I ever worked for as well as one of the worse. However, most of the managers I had were more task oriented and not truly qualified to manage people. The employee ranking system (bell curve) for reviews is terrible and out-of-date. It only lowered moral around review time and created a "me" or "cya" mentality at any cost and made teamwork less effective as well as some employee actions questionable. Teamwork should be promoted more for the betterment of the company and employees.