I've worked as a HAH telephonic nurse for 7+ years. I have never seen it this bad. With the new Verint program, managers are allowed to spy on us for the entire time we are logged on. They can see each program or app that we are working in, listen to every call, pull screen shots off our computers, monitor our email and Skype IM's, and monitor breaks, lunch, and idle time. I work at home. I do nothing but take bathroom breaks and I'm back to work. I eat lunch at my desk while I work, because my husband fixes it for me and brings it to me. I log out for lunch but work through it. Every sick day is used against my msp metrics and now after all these years of being a dedicated nurse, I'm on formal counseling with the threat of a performance improvement plan, and possible termination. I'm told that Humana is not making it roi on long term Humana At Home members, so we are dumping them into a "monitor" status. We've been told to chart while talking to our members and move our mouse during online meetings so Verint doesn't show idle time. Can't talk to our members without moving the mouse because it will show idle time. Do they not understand that members need to be heard and typing while they are talking and asking for help is unconscionable. The managers that have mismanaged Humana At Home for 10 years are now putting the beat down on their nurses to turn this sinking ship around through fear, intimidation, and threats. They have thrown sh*t against the walls for anything that might stick and when they do find something that works, the f' it up. This environment is toxic and I will be leaving one way or the other.
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@101VJNJm-qixs and @101VJNJm-zirq. I know you can not give away a lot of info but I and I am sure many of us RNs want to know what companies you went to. Are you saying these companies do not micromanage in the same way for the same type of work?
It does seem too good to be true. I am always on the lookout but have not found a lot of open WAH jobs because I am sure many of the Humana CMs are doing the same thing
Thanks for the pep talk. I have been here 7 years too, I need to move on but am a little scared to take the leap.
I left Humana in April and now work as a work at home telephonic Case Manager for an awesome company that really does put quality before quantity. I didn’t think such a company exists anymore! It’s a large national corporation. Plus, I am making $15,000, yes that’s right $15,000 more a year than I did with Humana after working for them 7+ years, with great benefits. I decided to take the risk and jump ship and am so glad I did. The difference in stress levels is unbelievable. I now don’t understand why it took me so long to make this decision.
What is a comparable company to apply to....to the cm who makes 9000 more yearly?
Got hired in a position similar with different company at 9 thousand MORE a year, NOT counting Bonuses!! Humana is going down. They are concerned only with their image and have 2 faces. The one the public sees, the one they say they are, the other the grim selfish money grubbing miser. Lots of court cases popping up and it won't be the last.
Mandatory meetings that were a 'mistake'. Took 2 hours out of my day to do these most important tasks and who suffers? I have to figure out how to make up that time and that work. Does any one know what is going on or what we are doing? It feels like a tug of war game. One day this is the instruction and the next day this is the changed instruction. Who is leading the teams? I am always feeling confused. My metrics are good, best in my group but the mysterious being put under a former counseling leaves me more confused than ever. Why I am being counseled? I asked this. Didn't get a direct answer. I worked my butt off. I got a stop watch. No one should have to be under such intense scrutiny when they ARE doing the work. I left. The last time I felt like this was when I was in an abusive marriage.
Who knows what will happen? Always have your resume ready no matter where you work.
Do you think they will close the Humana at home telephonic program in 2020
I honestly think we are moving everyone to monitored, and that is why we have this new “short-term” manage push. Once everyone is moved from the cue, I think they will do away with rosters completely and we will work from the same list like a call center. This is just my thought tho, and it may be more productive but less autonomous for the CM.
Managers can’t see your email unless you have something open while in a call with a member and it happens to be in the 25% screen captures that are done
I feel so sad and yet validated reading this. I am on the commercial side now and this is my exact same experience. Manager threatening pip despite not having anything to go on it evidence to support her comments. It's so sad how many good nurses they run off like this.
Take care of you and get out..... it is perfectly wonderful and okay for you to do that!
I was out the first round over a year ago and am LIVING – finally. Do what is right for you– don't let the naysayers and kool-aid drinkers convince you otherwise. Blessings!!
Omg. This is so pathetic and a general theme amongst Humana employees. It is so sad that an employer would treat educated professional people like this. I, too experienced this and had to leave. My thoughts and prayers are with you all for emotional healing. Nobody deserves to be treated like this. Nobody.
I left with 'other'. No proof, no definite showing me that I missed something. Kicked to the curb. Been there a long long time. Also one of the older people in my group. No insurance as of midnight. Lost all my points with 100 day dash etc. Only my PTO time. Who cares.........I definitely won't be signing up with this company when I retire.. Oh wait, bet they didn't even think about that piece.
I have to disagree with you on a point. Your meeting time in verint should be showing as inactive because you are in a meeting.
Formal counseling begins when you don't meet the metrics requirement for their PCS program. Every member you are unable to contact, time off whether sick leave or regular vacation time can also count against your metrics. If the embedded coverage team can't keep up your roster while on leave, those members not contacted count against you. You will be punished. If you don't contact or attempt contact with a member within 30 days, you will be punished. I am in tears most days either because I'm having to dump legacy members into a monitored status or have my coach take another hour of my day giving me pointers on how to improve, like making less support calls to help my members and get these legacy members moved over. She wants me to make less calls to help my members. Really? How does that work??? Isn't that why we are supposed to be here? These legacy members are typically old, sick, may be hard of hearing, or have difficulty navigating the system. These are real people with real needs. Yes, some are self sufficient but many are not. More calls to new member evidently will make Humana more money. It's all about the money. Others on my team are in formal counseling as well. These are great nurses that I have worked with for more than a few years. The program/processes change so frequently it's mind boggling. Too many unnecessary meetings by management, too many emails, too many lists. There is the legendary member list, the over due model of care list, the frequent ER list, mpc utc list, etc. My coach drank the cool aid and I don't know who she is any more, so it's time for me to go.
Agree with all your comments. Constant changes, new programs that require immediate training in Learning Center, after completing all training, new program dissolved. Humana has upper management RN's that must justify there hefty salary, they must lay in bed at night and think of ideas to make them look brilliant, unfortunately this has resulted in the termination of many great SW's, RN Care Manager positions as well as Telephonic SW and RN positions. I can no longer promote Humana Medicare Advantage Plans to family and friends, just have to be truthful with them, look for other providers, even my members are planning on a change once open enrollment begins.
Not that I disagree with you about being micromanaged, but why the formal counseling if you are following the rules like you say you are?
You need to get out of there. I left and am happier than I could have ever imagined. I just check back from time to see what’s happening to see if has gotten worse. Seriously. There is better life after Humana. Trust me!!