Pros
Set Schedule. No weekends. No holidays.
Cons
I really don't know where to begin. The job advertises the job duties consist of one thing, but once you're in the door, there is way more responsibilities. What makes UMR so difficult to work for is that this company allows their customers to customize their specific group plan, therefore, making the job extremely difficult to do for the employees at UMR because of the lack of good user friendly computer systems, specifically systems that "flow together". UMR doesn't have specific plans they offer. It literally consists of hundreds of different plans. So, no memorizing just a few plans - they're all different. Wonderful for the customers, but horrible for the UMR employees. You're constantly getting emails "reminding" the UMR employees to remember "this" or "that" when a certain group plan member/provider calls in. Very stressful. UMR's "benefits" computer system is so hard to interpret and follow, it's a wonder if the UMR employees are even quoting correct benefits to members and providers when they call in because of how the system is laid out, in addition to the inconsistencies of where certain benefits are located. The base hourly pay rate is not where it needs to be for what all is required to "know" and "how" to find the answers. The job consists of classroom training in the beginning. The classroom training is basically just an overview of the job itself, in addition to an overview of how health insurance works. Once you've completed classroom training, you're basically on your own. You are to depend on a HUGE "computerized" policies and procedures manual, in addition to following specific computerized work flow charts that are very confusing because of the lay out. These job aids mentioned above are an absolute mental nightmare. They want your phone calls to be 7 minutes or under as well. It takes you almost 7 minutes or more just to search for the relevant policies and procedures guide or specific workflow chart that's relevant to the customer's question(s). I have never had a job where it consisted of having to use an ABSOLUTELY HUGE computerized manual in order to perform my job functions. It made me mentally crazy having to refer to those things. In addition to that, their main computer system you use is the most confusing system I have ever worked with, in addition to it being the most non user friendly program. Additionally, the system you use to quote health benefits is ridiculous. It will tell you to go "here", then you go there and it's not there. It will then refer you to somewhere else, and so on. Sometimes you can't even find the benefit you are looking for - and that's mainly what your job consists of - quoting benefits. That system is so hard to interpret, let alone, find what you're looking for to quote correct benefits. There are way too many systems that you are having to go back and forth to use. Way too many! Not only are you working with a lot of different systems, but you are literally having to note everything you inform the caller of - as far as what you specifically stated related to benefit quotes, claims inquires, etc. Everything. That's another entire system you have to use. And, your calls are monitored by a quality control team that is verifying that your notes are correlating with what you specifically are telling your callers. I think the note taking was "one" of the main duties that stressed me out the most. Additionally, they say that you will have floor "support" when you're done with your classroom training, and out on the floor on your own taking calls. Hardly. They act as though you're inconveniencing them by asking questions. It's very frustrating when you have a customer on the phone and needing help finding the answers, and the only thing they can ask is if you looked up the policy and procedure on this specific question, or followed the proper work flow chart. Again, never have I had a job that you had to consistently refer to a manual. This particular position is way too stressful. It's not necessarily the job itself that is too much, but what you have to "know" in order to go about finding the answers. You spend more time trying to find the answers in order to get your answer to relay to the caller! They hire people with no medical background as well. I have no idea how anyone can do this job without having some knowledge in this line of work. I did have medical knowledge, including basic health insurance knowledge, and this job was way too much for me! I can honestly say this was the most stressful job that I have ever held. I can literally feel my stress level go up just from sitting here writing about my previous experience working in this position there. Don't allow yourself to take a job that has an awesome work schedule, and has no weekends or holidays, or the possibility of being able to work from home. That is one of the main reasons that drew me to this position, in addition to others. Believe me, the stress of this position is NOT WORTH the few perks that come with it.
