First Call Resolution Outlook means FIRST CALL RESOLUTION. Medicare Advantage side. You do everything from claims, authorizations, appeals, ask about grievances, get yelled at when needing to authenticate a member. Call are b2b, you're constantly on an outbound call restriction, and have to "hold" your cases until OBC is lifted, which isn't until super late in the day after you're shift has ended. You're work basket is always full and you never have time to complete them when you pro mise a callback for the member, you HAVE to uphold that, but yet you NEVER have time too due to OBC restriction. Training is EXTENSIVE and you have to pass assessment with a 80% or higher through the 12 weeks of training. The assessments prepare you for NOTHING that actually occurs on the floor. You learn medical, vision, dental, diagnosis and procedure codes, have 50+ systems to navigate all while keeping the member on the phone. It's exhausting, frustrating and overall draining. Good luck to anyone who works here!
