Availity

1.0

9 Apr 2020

Recommend

CEO approval

Business outlook

Pros

If you are very easy-going and make friends with management, you'll find yourself moving up the company very quickly. You can make a real, positive impact in hundreds, if not, thousands of healthcare professional lives on a monthly basis. Your coworkers are almost always very kind and supportive. The work itself is quite interesting and has a lot of depth, you will learn a lot about healthcare and the transfer of healthcare data from one place to another. This isn't a regular call center, the people calling in are mostly healthcare professionals, and so calls are more professional and polite, usually.

Cons

If you are not very easy-going and make friends with management, you'll find yourself on the street. Management will actively refuse to assist you unless you comply 100% with every policy and rule. Policies and rules are made up on the fly, are rarely documented clearly, and are always "up to management discretion". Management's policies are harmful to high-performers. If you show potential that you are a high-performer, your career growth and your job will be held hostage as you are expected to ALWAYS perform at the highest level you can. There is a strong atmosphere that whatever the Manager says is to be upheld and enforced 100% with absolutely no critical thinking allowed. You are literally not allowed to be critical of the Manger's policies. If you are openly critical, you will be lectured, accused of "starting a revolt", told to cut contact from any of your coworkers, told endlessly about how "negativity is bad", have your equipment confiscated without notice, sent home, and ultimately fired if you continue to do so. Management does not care if a caller uses expletives at you and in anger. Every member of Management at the time of this review has said that if a caller only does this once, it's completely fine and you should continue to help as if nothing happened. If you are a straight-shooter, not afraid to point out if there is a better way to do something, and aren't afraid to disagree with your superiors if it benefits the company as a whole, DO NOT WORK HERE. Start your own company. The management in the Customer Service department exists only to keep their own jobs, even at the cost of Availity as a whole company, and if you show any sign of disturbing their iron grip, you will be removed.

Availity Response

Thank you for your feedback. We agree with you that Availity can make a real and positive impact in healthcare; that the work is interesting and complex; and that our call center is not your typical call center, with supportive teammates from many different backgrounds and levels of experience working together to make a positive impact for our provider community. The call center is very often the first point of interaction that our customers have with Availity. That customer experience is our number one priority and critical to our continued success. Our work in the call center is very important, and it isn't the easiest job in the world to do. Healthcare is complex, and those complexities can be frustrating at times, requiring our agents to be change-ready and adapt quickly to unexpected circumstances. It's true; we do have necessary processes and policies in place that keep our environment secure and help guide our team's daily work. Some of those policies, specifically around security and customer interactions, are not debatable, our work is just too important. We respectfully disagree that our managers do not welcome criticism. Differing viewpoints can help to inform decisions and inspire new thinking. However, there is a point where it can become negative instead of constructive, which is not beneficial to anyone. We also do not condone the verbal abuse of our call center representatives. Customers can sometimes lose their temper, though, and if that happens, our agents are armed with techniques to help them handle it professionally. The call center management team works with all of our agents to develop them to the best of their abilities and help them toward their career goals. Part of that process includes specific goals and metrics that are shared and discussed with each team member to help guide their development.  The call center has been and continues to be a launching point for a career at Availity. Our best agents are consistently promoted to positions of higher responsibility in the call center or other departments throughout the company because of the technical acumen they acquire, their knowledge of the customer experience, and their commitment to our company culture. We realize that working in our call center might not be a fit for everyone, and we wish you much success in your future.

Management Actively Kills Progress - Client Service Representative Availity Employee Review

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