WPS Health Solutions reviews

Where do I start? My recruiter was dishonest. I was told I'd be doing this wonderful job helping vets and their families navigate the Tricare medical system. The vets I help are all at least 65, most in their 70's and quite a large number in their 80's. These are people who struggle just to use a smart phone, let alone navigate websites to find the information they need. They need genuine HELP which takes time and a great deal of kindness and patience, not to mention respect. It's a lie, you're not there to help anyone beyond offering the absolute minimum of information in order to keep your call times to 3 minutes or less. You're expected to be as robotic and unengaging as possible to keep people from taking too much time. I'm constantly receiving calls from old folks who had to call back because the prior agent simply didn't help them beyond the bare minimum. Agents aren't that way for fun, they're constantly pressured to meet certain metrics, they're doing the bare minimum because they have to. Can you imagine getting a call from a 90-year old widow of a vet with no family to help her who has no idea how to use the internet and telling her to find the information she so clearly needs on her own because "it's not your job" to look up a phone number for her? That's the expectation, constantly. How about treating an 80 year old Lt. Commander to only half an explanation (that will be useless to him) simply because it's taking him too much time to understand what you're explaining? Cutting short the grieving widow when she just needs someone to talk to a minute or two? If you can do that and sleep at night, this is the job for you. I was told there would be "some" mandatory overtime. That's a lie. You're required to work 10 hour days for 3 weeks at a time with a week off with regular hours before being forced back on it. This is what happens when you recruit 30 people and after only 6 weeks half of them are gone. This is what happens when you underbid a contract so severely that you overwork your employees to the point of leaving you because you won't hire enough and give them enough incentive to stay. It's frankly a grotesque business model. I was told I'd have 8 weeks of training, another lie. You get 4 weeks with information crammed down your throat that you can't study after class, notes you can't download, nothing. After the first 4 they're so desperate for workers on the phones they dump you into it with false promises that your first 3 months will have lots of leeway. There's leeway for a week. After that your supervisor will nag you constantly about your call tines and your adherence. The call volume is so high that they come in one on top of the other for 8 hours with no time to even finish notes in between, and you're nagged about getting written work done "between calls". The call room helpers you turn to with questions will all tell you something different, much of their help documents library is outdated with procedures they tell you to read and follow, then tell you that you are doing it wrong because they're all working remotely now and those rules don't apply. Don't be fooled by the big promises of so much PTO "right away" you get the standard 5 days, which you are required to take all at once, but they let you build a lot more hours over the year,, 2 hours for every 40 worked. It adds up, until you're told you can't use it for vacation, only for things like Dr appts or sick days, and if you get sick before you've accumulated any of that type of PTO, they make you use your actual vacation days.

To be as honest and subjective as possible, I started working for this company with the belief that I had found a good long-term fit as a young professional with prior experience in my field of work. Unfortunately, that dwindled rather quickly after witnessing and experiencing several things here firsthand. For starters, my department was hired by the manager whom emphasized that our position would be work from home within a year- big 'selling point' for me. over a year later, NO acknowledgement on working from home whatsoever, and the manager has since been let go. Training all-around for just about any position is inadequate and highly unorganized. New hire customer service representatives are forced to handle calls after only one week of training, constantly giving incorrect information for lack of assistance and resources. Expectations are either unclear or unrealistic if ever established, as it is common to have to assist other seasoned departments with workload assignments to avoid losing government contracts (like entering claims in the German language with no prior German language experience). A majority of the management staff and visitors are impersonal or outright rude- many of which will pass you in the hallways and not bother to speak or look at you as if you've spoken out of place. Ironically, many of the same supervisors and managers which were hired by WPS were able to maintain the same positions they had when this building was Sprint. Even as a new site, it’s extremely difficult to advance, as promotions are more based on favoritism and willingness to fulfill demands without question than merit or successful experience. Leadership tends to be highly unprofessional, as it’s not uncommon for supervisors to fraternize with certain team members outside of work, openly reprimand employees, or openly discuss terminating other employees. Visitors are constantly in the building, yet seldom bother to formally introduce themselves, as the aim is to police certain persons as opposed to building a foundation of trust and transparency within the organization. Wisconsin counterparts, even within the same department, are often not above being rude or condescending when assistance or collaboration is needed on certain projects. Although this area has many former service members who have Tricare as an option, and the cost of living is fairly high, expect to pay a significantly higher health care premium and make less than your Wisconsin counterparts. As one of many well-educated and competent professionals within this facility, one can't help but wonder if the treatment would be different if this site wasn't primarily minorities, but I digress. Long story short, I'm past the point of seeing this company as a place to grow with any real longevity. It appears that anyone from off the streets could get a job here, as the interview/hiring process is generally condensed to a walk-in interview followed by an offer. Professionalism is virtually non-existent, as there have been multiple accounts of both verbal and physical altercations at this site. On an organizational level, WPS' focus seems to be more about just getting by to keeping the contracts they've procured, rather than truly innovating processes or truly supporting a diverse workplace with young leaders alike. Department managers and supervisors have abruptly left the company for being overworked and unreasonably compensated. If you'd like a long-term career with a company that will foster your growth and compensate you competitively, this is NOT it. If you want a job with a regular paycheck and benefits, this still may NOT be it, as there have been issues with that as well. Unless you really need the money, just steer clear and wait for something better...