They oversold the job during the interview that made it look like a dream job. 3 weeks out of training, I was already thinking of my exit plan. I was one month shy of making it a year when I decided to leave. You are told in the interview and training the job opportunities to advance. Most people want to be on Corro, which is processing faxes, absolutely no phones and it could be 300 calls holding, Corro does not take calls and they could because Corro reps are in the same training classes as Requester Services reps getting the same training. There is no path to Corro from Requester Services. Requester Services wants you stuck in Requester Services on the phone as a Tier 1, Tier 2, or a Tier 3 agent. There is no difference for the Tiers and no reason to be promoted you are still taking calls and the goal is 100 contacts per day. The small raise you get from going from a T1, to T2, to T3 is not merely enough when you are essentially still doing the same work. You are micromanaged to death. Management is a mess. Seen 2 different rounds of Managers being let go while I was there. You need all the help you can get in this department. Releasing managers and moving their employees to other managers may not be such a bright move. It seems the company is just cheap overall. This company took away employee bonuses a few weeks before Christmas started and announced they want to reinvest in their employees by offering a 401k matching program. LOL. Im an outsider looking in regards to this as I was not around for the bonus but for the employees who were able to get them previously, taking them away is a complete joke and replacing it with something you should have been had in place which is a company match 401k that started in 2026 shows how little you think of your employees. Requester Services is extremely understaffed, have seen training classes come out on the floor and seen those same people leave in under a month. From the moment you clock in there are easily within an hour 200 calls in queue with only about 38 to 45 agents staffed and on queue to take calls. Your entire day will be nonstop calls. Some are quick, some are difficult. Your difficult calls will be from Patients who have had to wait on hold 30 plus minutes because MRO third party clients clogs up the main phone line queue for questions such as status checks that they can easily find on their MRO Portal that tells them the exact same information a phone rep would. But MRO does nothing to the Third Party reps who constantly abuse the phone line making it hard for actually patients to be assisted. Which explains the 200 calls in queue within an hour of opening up. I left the company with a very underwhelming impression. This is not a difficult job. MRO itself makes the job insufferable. They do not see you as an individual, you are seen as a number...T1, T2, T3. Your work will not be recognized. You will be recognized for being out of adherence because you had to use the bathroom which they want you to always drop a message in Teams Chat when you are going to the restroom. Yes they are counting your #1's and #2's you are taking during your shift. You will be recognized for being in a Busy status for too long after any call, even those that are escalated and you had to send to the Supervisor Inbox for a callback because the Supervisor was not available to do a call takeover but was available to tell you in Team Chats to send it to the Sup Inbox for a callback. Lol I kid you not. Even the supervisors don't want to take calls but always talk about All Hands On Deck. You have 38 agents and 200 calls holding. All hands are on deck but yours. Grab a phone call or 2, or 3.
