The Leadership team here adopts a "fake it til you make it" philosophy behind closed doors and while the clients and C-level management see a well-oiled machine, behind the scenes it's chaos. The policies and procedures are not uniformly administered or enforced, so a caller could get one answer with one representative and another answer with another representative. Not a good way to do business- especially in the healthcare field. Further, the Leadership team is made up of people who've never worked on the ground floor and though they make a showing of being open to feedback from employees, they don't really listen and make little effort to really understand.