Work here if you want to have a workload of 3 people while working 5 different roles
Pros
Benefits decent, nice people to work with for the most part. The office is nice when we worked there, and it’s nice they’re letting us WFH for safety.
Cons
When I was in training a couple years ago to be an STD case manager, the trainers were so nasty to me and would berate me in front of the entire class and send me passive aggressive IMs while they were sitting right behind me. I should’ve left then but I really needed the money. For a while it was a decent job and then Covid hit. The national average for a case manager is 125 claims and I’ve been at 200+ since July and 250+ since September. In spite of this extremely high caseload, their standards have not changed and you’re expected to either cut corners or work a ton of OT even though it’s not your fault you’re behind. You are still supposed to take 90% of inbound calls, respond to all voicemails, emails, and faxes within 24 hours, and manage 2.5x the caseload that you should have. Your daily workbook will consistently be 100+ items a day and you’re supposed to just grin and bear it. “Fast-paced environment” more like “speed of light” and it’s not sustainable. Direct management is sympathetic but any complaints to anyone above them is like talking to a brick wall. The call volume is absolute insanity, there will be like 40+ a day with a 2 second break in between which leaves no time to actually manage your claims which is your primary job. The customers can be super rude and constantly jumping down your throat - if you’re lucky, you’ll have a manager that backs you up, otherwise your manager is a doormat that leaves you looking like an idiot. Claimants can be nasty as well. You’re expected to be their teacher and their therapist all in one. But in turn they are getting screwed over because their case manager is so overwhelmed that they can’t give their claim any attention. Upper management can be really condescending and won’t always ask for your side of the story, and just throw you under the bus right in front of the customer. Every week we’re told they’re changing things but almost a year later things get worse every week. People come out of training having barely a clue of what a claim is. Turnover is super high now because no one wants to stick around. Overall just not a great place to work right now.
