1. Middle management: too many mid-level employees despite the fact that the company is hemorrhaging money. Managers in charge of medical providers come from a retail background and know nothing about medicine, expect unreasonable things and typically seem clueless about even the day to day basics of what's happening in clinics.
2. Frequent changes. ZoomCare has never seemed to be able to fully find it's footing but the bread and butter of what makes ZoomCare, Zoomcare is seeing patients on time, in 15 minute increments and patients really love not waiting in a lobby with a bunch of other sick people. CEO is now proposing a complete change to the system which involves seeing late patients, accepting walk ins as they walk in instead of scheduling them for an open appointment slot, and now accepting Medicare without the basic understanding of what this entails for providers, all in an attempt to "bring it to profitability," and failing to realize this is going to ruin Zoom.
3. Asking for but never actually listening to Provider feedback. Frequent surveys about what is working for providers and what concerns we have and then failing to implement any changes based on that feedback.
4. The schedule is awful. You have to work 1 weekend day every week which is not industry standard. Most providers hate the schedule but management gaslights us into thinking that half of us like it so they won't change it. See above about feedback.
5. Tattle-tale culture: providers and even non-medical providers are expected to essentially tell on each other when they see something they disagree with. This makes sense in the context of medical errors or potential to cause patient harm. It does not make sense when someone who has no medical background and works in a call center is tattling on providers because of something they think don't like.
6. Lack of respect for provider's level of education and expertise. See #5. To that end, they also expect providers to practice outside their level of comfort without the tools and resources to do that. There is a MD on call every day for questions and there are resources called "learning bites" that outline common conditions and how to manage them but now ZoomCare is transitioning to a real primary care model without realizing that primary care is very different from acute care and most providers are not comfortable doing it (see #1). When providers take the time to manage complex primary care conditions appropriately they are told they are spending too much time with patients and not seeing enough patients per day.
7. Micromanaged: every second of every day is accounted for by metrics you then review monthly with your manger who, again, has no medical experience and probably worked in a makeup or clothing store.
8. Overall the motto of Zoom seems to be: Act, think, plan. There is no high level planning that actually makes sense, implementation of things are always chaotic and poorly understood and then completely scrapped when shockingly, they don't work out (EMR cost 12 million to attempt to rebuild, didn't work and now poorly implementing a new EMR that doesn't even work for what Zoom does and the worst training roll out one can imagine).
