The "training" for this position during the beginning of COVID was absolutely terrible. I read the reviews and talked to locals who had warned me the training does not prepare you for the job whatsoever (pre-COVID), but figured I could handle it. When interviewing, I asked what this job would be like EXACTLY every single day, and what every single job function/expectation there was. My interviewer said as Customer Service, we would be receiving a phone call from a provider, looking up the case and then either reading off the screen to the provider what was going on or transfer the call. During training, it was announced we would not be doing any Customer Service since we were working from home during COVID, and would instead be trained to be Claims Adjusters. It was also announced we had to pass 5 tests during training to keep the job. If you had just given up another job or moved for this job, let me tell you it is really frustrating to find out you might not even get to keep the job past training because of online tests. Training was virtual and horrendous. The trainer would jump between 4 different programs and would not explain why we were doing each action, what was the purpose, etc. There was no explanation for the programs, we did not even do the flow that we would if we were actually working. We were told after a month of virtual training we would be on our own and would be "audited" to make sure we were working correctly. Multiple people asked for an example of a call we might receive and how we would work through it, and the trainer kept pushing that off. We would jump from one training manual in the middle to the end of another to the beginning of another- none of it made any sense or was ever explained why we were doing what we were doing. Multiple people left the job during the training, and a few could not pass the tests. We were told we would not be trained on the phones until we were back in person. After one month, I was never trained in Customer Service. Never got to even hear a phone call or example, we were just expected to become Claims Adjusters (but at the pay of Customer Service). Originally, we signed on for the later shifts that made more money, but because of COVID hours, they originally made people work early hours and did not give them the pay increase. The last I talked to a friend who is still there, they still have not been trained on the phone....since May. When I tried to fill out their survey, I needed my employee ID- when I emailed someone for it so I could leave my review (and advice) no one would ever get back to me. I am understanding it's COVID but transparency would have taken you far.
