Everise — Local services in Salt Lake City

This company doesn't really care about it's employees or it's demographic. What matters is that seats are filled by warm bodies. If Senior Citizens' needs are handled correctly is tertiary at best. In nine months I went through 5 supervisors. Only one of them cared about his job. I was trained incorrectly on certain procedures when taking notes on a call. Several times I was told to close out old calls when I didn't remember the call (you can take over 100 calls a day). I put the blanket "Nothing follows" &c. I am a really fast typer and a guy who can actually multi-task. Sometimes the calls notes were erased something. One day we couldn't take ANY notes because the systems were down. We still had to take calls and write everything down. That is actually a HiPPA violation to have written notes that are not destroyed at the end of the day. Everyone had detailed accounts of the calls that day sitting on their desks for quite a while. All of the pressure to close out these calls caught up to me. Instead of giving me a chance I was fired. My last supervisor didn't like me for some reason. She acted very nice around her superiors. When they were gone she had an attitude and acted like I was bothering her. This gal actually knew the Medical side of Humana. I had no where else to go for advice on how to handle the call. Another advisor / supervisor acted the same way towards me too. I was not unique. There were plenty of other people struggling with the Medical customer support. Maybe they were mad that I wasn't flirting with them or something? Well, they were no trip to Hollywood. I was married at the time. Why would I be into dumpy, watery eyed fat chicks with horrible personalities? I was struggling with the Medical customer service stuff. It was difficult and tricksy to do correctly. I could have stayed and listened to why I was being fired. I was so sick of this company and how they handled things. I walked out with my last paycheck on a stupid debit card thing. My take away From working at this company... C3 has a huge turnover rate. They will hire anyone and fill a position for two weeks because Humana pays them for having people on the phone. If someone quits, another recruit steps in to botch calls and give bad advice. C3 gets paid either way. If you want to work for this company my advice is to take the latest shift possible. I worked from 12.30 to 2200. The call volume goes way down after 1800 because old people settle down and go to bed. I had a lot of fun on that night shift because of that. I got to know my co-workers. It was like being a part of a team. Working on Saturday is also nice. It's a slow day and very little happens call wise. We made lots of jokes and goofed off between calls. I actually did really well on billing and enrollment. I had above average scores. The high call volume environment was to stressful for me. Stay away from Medical unless you have a passion for problem solving and answering phones. If you want a non-stop call volume experience work during the day as early as possible. I did the 0600 shift. It was non-stop. I wanted to scream with how crazy it was. The job is okay if you need work. Take this job, be aware of how lousy management can be and look for a better job in the interim. Who knows? Perhaps you will excel and get promoted to a supervisor and be off the phones. Maybe over the phone customer service is the career for you. God...

The coworkers were great, some of the Supervisors were phenomenal, BUT CORPORATE C3 WILL SCREW YOU EVERY WAY THEY CAN. They will assure you that there will be regular raises, that there is great opportunity for advancement, and that they have an "open and honest communication" policy. All lies. IF you a granted a raise, you may count on it being taken away from you within 3 to 5 months. There are ZERO opportunities to advance. Finally, corporate C3 loves to play "hide the ball" so no one from site director down has any clue what they are really going to do next.

Don't volunteer for any additional training. It will result in increased demands and pressure and you will be given no pay increase for it. I started as an MSO agent at $10/hr. At their request I got my insurance sales license for Medicare AEP. I did get a raise of $2/hr for the period of AEP - Oct. 15 thru Dec. 7. Then they took the raise away again. Finally, I was asked to train to be a Med Member agent which about triples your work load, increases exponentially your risk of failing a QA, and adds a lot more pressure to the job - and got NO RAISE - none of us did.

So, if you never want an increase in wages, if you enjoy working in a place where you live in constant fear of whether at some time during the day they will fire 1/3 for the employees with no warning whatsoever and no explanation other than they were told to by the client -- by all means go to work for C3. For you sane persons avoid C3 like the plague.

Finally; the following is the agreement they require you to sign without ever having read or even seen the employee handbook:

I understand it is my responsibility to read and abide by the Employee Handbook. The handbook may be revised on a periodic basis. It is the responsibility of the Employee to check the online Employee Handbook which is found on Employee Intranet, Human Resources section of Policies and Procedures. I acknowledge my obligation to read and understand its contents, and further acknowledge and agree to that. Employee Handbook Acknowledgement • The Employee Handbook is only intended to provide a general overview of the Company’s personnel policies and does not necessarily represent all such policies or practices in force at any particular time. • The Employee Handbook dated herein supersedes any previous Employee Handbook that may have been issued by the Company. • Neither this Employee Handbook, nor any other written or unwritten policy or practice of the company is intended to create an expressed or implied contract, covenant, promise or representation of continued employment for an Employee. My employment is at-will, for no fixed term and may be terminated by the Company at any time with or without cause or notice. • The Company reserves the sole right to add, change, or rescind any policy or practice at any time except that any such modification shall not alter may right, or the right of the Company, to terminate employment at any time without cause or notice.

Understand that this says "The company can do whatever it wants, at any time, and there is NOTHING I can do about it; nor will I ever have any say in what happens to me as an employee. Because of the language in the agreement I am signing to agree to untold policies and procedures now in effect or that may in the future be enacted, whose contents I do not and will never be...

I joined C3 two months ago from this review's date. I was one of the lucky ones to get a chill facilitator, a small class, and great friends in said class. Once nesting started though I was nervous as any other 20 year old introvert. As the nesting days went on my other coworkers got just as stressed and started to drop out one by one, they hated sitting at the phones for 8 1/2 - 10 hours and being confused and having no idea how to help the member because the curriculum did not prepare them at all for how to help these members. Everyone would raise their hand on a call and either have someone show them how to do it or be told "go into mentor and pull up that document." then walk away like they did a good job. Mentor is this asinine online document viewer to "help" you but it really just confuses everyone. They tell you to use and follow mentor like a new religion.

Now about the systems. The systems at the Salt Lake City site WILL crash at least 2-6 times during your shift, leaving you without resources or information but still keeping you connected to the caller. You aren't allowed in any way to tell them the system has gone down, instead you tell the member "may I put you on a brief hold while I look up more information?", one of my classmates quit because she had it with the system crashing so often. Another of my classmates was fired because she was ill and tried to call HR to advise she won't be able to make it for two days, but HR didn't receive the calls and filed her under "no call, no show" then just fired her. And yet another of my classmates still has absolutely NO access to any of C3's or Humana's systems since she started training, she's actually eager to work but it seems like they do nothing to get her access.

Every day I dreaded returning to work and being chained to a desk with a figurative gun pointed at my head ready to fire me for a little mistake, being scolded and argued with by the members. The callers are elderly but I've never been much good communicating with annoyed older people.

If you value your sanity, esteem, and self worth, please find a different place to work at. There's mandatory health insurance but sometimes it does more bad than good, it's costing one of my coworkers big time since she's a single mom with income help. As for the raise and chances of advancement, you have to be popular and a bossy bigot to stay ahead. Everyone's friendly but when it comes to the phones, they don't hesitate to correct...