This is the most ridiculously disorganized hot mess I have encountered. The left hand never knows what the right hand is doing, which is confusing considering how many different hands they have in everything. Everything is way more complicated than it needs to be, which frustrates the patients and the staff but the patient's at least get to take it out on you since you are the only ones they can get a hold of. And believe me when I tell you, just because you are hired to be a PSC in a particular office, that does not mean you just work for that office and just answer their phones. You basically work for a poorly run, short staffed call center. Except unlike a call center where you just answer phones. They also want you to call hundreds of people a week for referrals and only give you 48 hrs from the time you get it to call them 3 times. You also have to call the 50 patients that got bumped from the doctor's schedule if he decides to go fishing on Friday. But let's not forget that there are only two of you who are responsible for answering "your" incoming calls. So while you are calling your half, that leaves your partner to answer back to back calls that are definitely going over 2 minutes which means the ones that they missed while on the phone with someone else are rerouted to the overflow queue and are then counted against your stats. This also happens if one of you are out and someone from the actual "call center" has to "help" your office answer calls or if the Physical Therapy scheduler is out, one of your two people has to answer those phones as well, leaving you to miss the ones you are actually "graded" on. Your calls are also recorded for quality assurance even though they never gave you an actual guideline or script before they started doing it.They did mention they would start doing it in the only staff meeting we have had in like 2 years. You are supposed to keep your calls under 2 minutes but are not allowed to transfer a patient to the actual office they are requesting so you then have to use a spreadsheet with physician and physician assistant scheduling preferences which may or may not even be updated, to fumble around some other office's schedule while trying to field questions about some place you've never been to, again, while staying under 2 minutes.
I came to OrthoCarolina because it was a smaller company than the huge corporation that I was used to. I thought they would care about their employees, be more organized with smaller staff and that there would be better benefits. But the doctor's I work with, barely acknowledge we exist, everyone is so busy trying to tattle on each other or get a patient off their phone by foisting off on you, whether you can even help them or not, no one helps anyone. The insurance is terrible, I can't wait for this to go on my credit report, because I definitely can't afford my doctor's visits. Also, please never email anyone to ask a question. They will attach 5 other people to it and none of them will have an answer and if they do, you'll find out it was wrong when you get an email blaming you for a mistake you made. Save every email you are sent about changes in policy or guidelines.
Luckily my doctor just gave me something for anxiety to get me through the day until I get out of here.
