The lack of knowledge, along with long calls to address a simple task, of the CS reps at Humana now is unbelievable. Humana has really messed up by outsourcing those jobs, cause we used to have really great CS reps.
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@a7 So right! You nailed it when you said they are far removed from the culture and consequences of their actions. Any job that is outsourced could be done by an AMERICAN work from home person. Rural areas could be revitalized overnight! Millions of Americans could be freed from Medicaid and Food Stamps because they could work from home and earn a good living. No job should be allowed to be outsourced until every single American that CAN work IS working. Period. Cost be damned. All the employment taxed, Medicare and SSA payments - all of that can be solved by EMPLOYING AMERICANS.
@101 Yep! As long as you can read a script - you can do prior authorizations and fill prescriptions, file appeals, and so much more. Do they understand what they are reading - no way. Does it matter ? You decide. Then, ask to be transferred to a US based customer service rep.
Yes! Humana has outsourced to Bogota, Columbia / India / Phillipines / Guam / Guatamala / Malasia / Ireland / and yes, even AFRICA. It's members will literally be transferred all around the world getting all manner of wrong and potentially harmful information (from people they cannot understand) before finally landing with a US-based agent who has to sort everything out for them. It's a sad mess. Even the outsourced calls are being outsourced to a 3rd party level. Who knows who has access to all our Medicare/Mediaid and financial data now.....aren't you excited that all the dr-g lords in Columbia can see your protected data? Good times. . . .. .. . . .. . . ..
They are outsourcing everything!!! Even people that call our members!!! It will fire back at them. These people are not clinical, and are doing clinical work (member education, reviewing medications!!!)
It is unbelievable.
@a7 Agree!
For decades, American companies have quietly traded something essential for something cheap: the human voice that represents them. Customer-service , call center outsourcing began in the late 1980s, when pioneers like American Express and GE discovered they could route calls thousands of miles away for a fraction of the cost. What started as a cost-cutting experiment became a business model, and soon entire industries—from airlines to health insurers—followed suit.
The logic was simple: labor overseas was cheaper, the internet was exploding, and shareholders demanded efficiency. But in chasing savings, companies overlooked what they were giving up. Customer service isn’t a technical function; it’s a trust function. When calls are sent offshore, accountability is sent with them. The person on the other end may be skilled and hardworking, but they’re far removed from the community, culture, and consequences of the decisions they’re supporting.
Today, as AI threatens to replace even those outsourced jobs too …. So nothing new here.
In today corporate lingo
Efficiency = Cost cutting + Cheap labor
If corporate America could find way to outsource call centers, IT to Aliens in Space for free , i bet they will do it. 😂😂😂