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Biogen Patient Services Coordinator Reviews

Updated 19 September 2017
17 reviews

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Patient Services Coordinator

3.2
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Approve of CEO
Biogen CEO Michel Vounatsos
Michel Vounatsos
1 Rating

Employee Reviews

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  1. "Patient Services Coordinator"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Patient Services Coordinator in Research Triangle Park, NC (US)
    Current Employee - Patient Services Coordinator in Research Triangle Park, NC (US)
    Recommends
    Positive Outlook
    Approves of CEO

    I have been working at Biogen full-time (More than 3 years)

    Pros

    Great place to work. I have no issues.

    Cons

    Management seems to have favorites.


  2. Helpful (4)

    "Company is great but Patient Svcs not so much"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Patient Services Coordinator in Research Triangle Park, NC (US)
    Former Employee - Patient Services Coordinator in Research Triangle Park, NC (US)
    Doesn't Recommend
    Neutral Outlook
    Approves of CEO

    I worked at Biogen full-time (More than 10 years)

    Pros

    Very competitive salaries and benefits; RTP has a company shut down end of the year which is not factored into your Paid Vacation allotment, so you technically get an extra week of paid time off in addition to the amount you have earned.

    Cons

    Very Micro-managed, Upper departmental leadership didn't have a clue what the day to day "true" priorities were for those on the front lines of the call center so their measurements for success were not fair or reasonable on any level. Also, it was not easy to take advantage of the Paid time off due to a low threshold or allowance for how many staff could be off at one time. It made booking vacation time a nightmare and almost a given that last minute time off was just not going to happen. As a result, many staff would call out sick when they needed time off for something important like a wedding or family reunion that they didn't know about 6 months previously so they couldn't book off at that time.

    Advice to Management

    Patient Services Leadership: Listen to your front line staff and what they need, they do have good insight to share and many veterans are true experts in what they do each day. You are not an expert if you have not done the job for several years. Use the experienced staff to go to round tables and brainstorm sessions when considering change. Consider their input when feedback is given and don't ignore it (ie - the Dialer - enough said!!). Be a bit more generous and considerate in approving time off and you will have much less "call outs' for sick time usage. Revamp the metrics system. Different regions have very different trends and issues so the metrics that are applied across the country don't work for each region. When monitoring for quality, don't nit-pick. Staff are reacting on the fly and have one second to think of a response to a person, when you are listening to quality calls you have plenty of time to think of an excellent response which is a luxury that the employee who is live on the phone does not have.


  3. Helpful (2)

    "Case Manager"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Case Manager/Patient Services Coordinator in Atlanta, GA (US)
    Former Employee - Case Manager/Patient Services Coordinator in Atlanta, GA (US)

    I worked at Biogen (Less than a year)

    Pros

    This company has a great and fair salary wage

    Cons

    Schedules and management ca be a bit unfair


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  5. Helpful (4)

    "A company that used to have a lot of heart."

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Patient Services Coordinator in Durham, NC (US)
    Former Employee - Patient Services Coordinator in Durham, NC (US)
    Doesn't Recommend
    Positive Outlook
    Disapproves of CEO

    I worked at Biogen full-time (More than 3 years)

    Pros

    Excellent compensation, great benefits, and wonderful colleagues with diverse backgrounds. Before 2014, culture and values were very important to this company.

    Cons

    Restroom breaks had to be scheduled in to our workday. Managers and supervisors would hover over us making our jobs very difficult. We were told that we had to shove in as many calls in a day even if that meant our patient's needs were not met. This was in direct contradiction to the 'one call resolution' that the company supposedly felt was important. Morale went down hill as the company became greedier and greedier. They got rid of patient programs that were the reason for the companies success in the first place.

    Advice to Management

    Let your employees do their job without constant interruptions. They are adults and are capable of working independently without constant badgering.


  6. Helpful (3)

    "Patient Services"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    Former Employee - Patient Services Coordinator in Cary, NC (US)
    Former Employee - Patient Services Coordinator in Cary, NC (US)
    Doesn't Recommend

    I worked at Biogen (More than 5 years)

    Pros

    Benefits such as insurance and vacation time.

    Cons

    Call Center does not allow room for development or growth.

    Advice to Management

    Find ways to allow for development during work hours instead of during lunch or breaks.


  7. Helpful (2)

    "Support coordinator"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Patient Services Coordinator in Research Triangle Park, NC (US)
    Former Employee - Patient Services Coordinator in Research Triangle Park, NC (US)
    Doesn't Recommend
    Negative Outlook
    No opinion of CEO

    I worked at Biogen full-time (More than 10 years)

    Pros

    Meaningful work with customers who need information to get started and stay on therapy. Opportunity to make a positive impact in Multiple Sclerosis patients' lives.

    Cons

    Growing pains and lack of communication, teamwork and support. Too many are too caught up in their own success without consideration for the long haul and what is most important to help the patients.

    Advice to Management

    Think of the patients' needs before you think of your upward career mobility. Remember the patients are why you are there, not to climb the next rung of the corporate ladder. Take time to communicate and plan ahead.Listen to your front-line employees and your patients.


  8. Helpful (10)

    "Patient Services Coordinator"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Patient Services Coordinator in Research Triangle Park, NC (US)
    Former Employee - Patient Services Coordinator in Research Triangle Park, NC (US)
    Doesn't Recommend
    Negative Outlook

    I worked at Biogen full-time (More than 5 years)

    Pros

    Great pay and good benefits

    Cons

    Lack of employee development and opportunities for career progression. Environment is very stressful with a lack of caring for employees feedback and ignoring of real work issues.

    Advice to Management

    Treat employees as human beings and not machines. Revert back to caring about patients and employees more than about profits.


  9. Helpful (4)

    "Patient Services"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Patient Services Coordinator in Holly Springs, NC (US)
    Former Employee - Patient Services Coordinator in Holly Springs, NC (US)
    Recommends
    Positive Outlook
    No opinion of CEO

    I worked at Biogen (More than 8 years)

    Pros

    Great company. Great benefits with 401K match, PTO, Sabbatical, stock options. Great co-workers. Great work environment.

    Cons

    Too numbers driven. Expect change - a lot. Flexibility is a must. Keep your expectations low. Relationship building with patients is non-existant it doesn't matter that they are the bottom line of BIIB's existance.

    Advice to Management

    When your day is done, can you say you have worked with integrity, cared fearlessly and changed lives? I can. Remember that the "numbers" represent real people, facing real challenges.


  10. Helpful (10)

    "Patient Services coordinator"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Patient Services Coordinator in Research Triangle Park, NC (US)
    Current Employee - Patient Services Coordinator in Research Triangle Park, NC (US)
    Doesn't Recommend
    Negative Outlook
    No opinion of CEO

    I have been working at Biogen full-time (More than 5 years)

    Pros

    Benefits, PTO/sick time, stock options are the best in the area. The company wide events and volunteer opportunities are always happening and a great time.

    Cons

    Feedback: This is not an open environment where feedback is appreciated unless you are part of a group of coordinators that has been "chosen" by a supervisor and/or manager. Unless your part of the chosen you have to abide by the strict micromanagement and ever changing policies that may not make sense. Do not question decisions otherwise you will be branded a complainer who does not follow policies.

    Job responsibilities: The position used to be gratifying, you felt like you were really helping the patient. Sadly, this is no longer the case. You are expected to read from scripts and will be penalized for veering off the script. The only priority you have is the one that is told to you, you are no longer required to use your brain or the skills that got you the job.

    Technology: The "technology" we use is antiquated and fails often, instead of continuing with the plan of upgrading all of our technology we continue to put bandaids on the current old system and expect coordinators to use many work arounds. You are still held accountable for the calls you didn't make/take even when the system fails.

    Communication: Added responsibilities and changing priorities are communicated via many emails. Your inbox will be inundated with constant emails of what you are expected to do that day and the daily changing priorities. It is difficult to keep up with all the emails. Meetings held are to provide us with additional responsibilities and again the ever changing priorities they want to make sure we saw in the email.

    Growth: minimal. During the interview they will talk about the growth of the company and the chance to learn and succeed. Opportunities within the organization. This is not a lie but not quite true, if you are friends with someone in leadership or have been "chosen" (with or without merit) you will advance. Unfortunately, if you are not in the category mentioned you will stay where you are and continue to be micromanaged until you either become complacent or bored and tired of being treated like a child and leave.

    Training: On your own and on your own time (if approved and your deemed worthy of training for advancement) not possible to be done as OT. OT should be used to make/take calls only.

    (All of this is dependent on your supervisor/manager, if you are lucky enough to have a supportive person in your corner you will have a different experience).

    Advice to Management

    Want to reduce the very high turnover rate in the last six months? Listen to your employees. All the reviews have said the same thing. There's a lot of "talk" about transparency and communication but there has never been any listening to your employees. Truly act as if they matter to you and are not just another body to fill that seat and pick up the phone. Don't just type at the end of your emails "thank you for all you do" when you don't really know what we do on a daily basis. Understand what this micromanagement is doing to the morale of your staff. Address the fact that there is a coordinator resigning every month and they are being replaced by coordinators that lack training. Stop acting like you don't understand why there's low morale, quality talent leaving, do something about it!


  11. Helpful (6)

    "No longer patient focused"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Patient Services Coordinator in Research Triangle Park, NC (US)
    Former Employee - Patient Services Coordinator in Research Triangle Park, NC (US)
    Doesn't Recommend
    Negative Outlook
    No opinion of CEO

    I worked at Biogen full-time (More than 5 years)

    Pros

    Insurance benefits. There are great insurance benefits, and the facility is beautiful.

    Cons

    Too many employees are harassed to the point of hospitalization. There is a lack of trust on the patients' part, and rightfully so. The culture has changed drastically, and the company is losing what dedicated employees they have left. Complaints filed with HR have "disappeared," as have documentation that employees have been forced to complete. Depending on your supervisor, a note from a physician is required to use the restroom.