Very stressful, too many calls, not enough time
Pros
Good vacation time, subsidized vending machines and deli, dress down days. Many nice people work here, who try to help people--despite the management.
Cons
When I was a new employee, the trainer told us that we'd never be pressured to take a lot of calls, that Health Advocate wanted us to really help the callers. This is the biggest lie I've ever been told by an employer. Metrics are all that matter here. We're pressured to take so many calls that we don't have time to follow up and deliver anything to customers. Supervisors often call us on the phone, getting after us to go available and take calls--and many of the supervisors know less about medical benefits than the peons in the cubicles. And if we visit the rest room, we now must make up the time. Complaints from customers--often unreasonable--are not handled well by management, so they are humiliating and alienating. Training isn't great--most of what I know I've learned on my own.
