I have been working for APAC La Crosse for just over 6 months. First for a newspaper, then when it left our center and went to Manilla, we were all scrambling to find another program to go to. There were 3 of us who transfered to Wellpoint.
The trainer was very nice and knew what she was talking about as far as medicare part D, but there was nothing that she could have really said to have prepared us for the reality of the call floor.
The client changes the rules almost on a daily basis. Now we will be required to pull up even more systems than before, and none of us were trained on these systems. We are expected to know much more then we learned in training.
I had an assistant team lead tell me, when I asked a question about a plan, "YOU KNOW WHERE TO FIND THAT!" Um, if I did, I wouldn't have asked.
Once we got into ABAY, we had no help at all. We had to fend for ourselves on calls that were in some cases life or death situations with members needing meds asap. We still have problems with team leads who would rather take a smoke break than take a SUP CALL. I must say that not all TLs are like that, but it's the lazy ones who give me a bad medicine taste in my mouth.
The BIGGEST issue, however is the HIGH and mighty ones who sit at the platform. OH MY DEAR GOD! What a case of superiority complex we have with them. They are constantly on the walkie-talkies calling out that this person... By name, has been in after call for (oh my!) 2mins and 45sec! Or, so and so is on an unscheduled break. I'm sorry, but if I have to pee, I am not going to ask my TL if I can go or not! One of my co workers was on one of those "breaks" and someone on platform announced for all to hear, in our box and the other and basically the whole center... All within earshot of the platform and the 2 boxes. That she was on her way back from the bathroom. They actually timed her potty break! SERIOUSLY NOT ACCEPTABLE!
We are treated like children. Granted, there are some people who need some supervision, however the majority of us know what we need to do and do it well. We just want to be treated with the respect and dignity that we deserve as human beings. Is that really too much to ask?
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