Thread regarding Humana Inc. layoffs

@az We have an entire unit of some of the best leadership and also agents that handle only those calls during the season. I can promise you that this has absolutely nothing to do with what you happen to be speaking of. It was a tech issue though but a d-mb one. Genesys was new to the Marketpoint business, it conflicted with the headsets that is commonly purchased by Humana. So sometimes when the agent hit mute on the headset it would drop the call. All the years of 5 star plans for us and CarePlus is thanks to mostly that team being flawless. And now the unit is a huge success as far as it now being a separate MarketPoint unit.

Actually.. those are some of the smartest and most intelligent agents period. Every one of those calls to my knowledge was disconnected because of a conflict between Geneysys (which is great for customer service but not for Marketpoint) conflicting with the headset.
Long story short they are well aware of the
billions we rely on. Much of the leadership team and most of the agents that handle those calls are among the best in the business (I have been with Humana for over a decade) but I was a Pre CVS Aetna leader and watched CVS begin to destroy that culture prior to the ownership).. Realistically it came down to the calls which are typically calls asking for an interpreter in a timed manner then asking. In my eyes being so involved at some points recently and in years past is CMS is sick of us, United and Aetna. I also believe that is the real reason the SEPs changed.

@az Or perhaps you're doing a lousy job collecting member info or explaining the issue.

The failed calls are not due to agents "hanging up". There is huge monitoring and review of those calls in real time. Agents would be fired on the spot if intentionally hanging up a call.

the stars system stinks and is not a great measure of overall performance.

I wasn’t at all surprised about this when I first heard about it. They tried to play it off as tech issues which was laughable. I can’t even tell you how many times I had been hung up on by staff when I worked here. Any time a customer service call was complicated, they’d hang up. Between the regular customer service and all the specialty customer service lines, 30% or more probably hang up. By the time you tell them what the member needs, if it’s not a quick easy call they’ll hang up. Or they get on and do the minimum and hang up, probably charting as if it’s a full contact/call and citing tech issues. Got hung up on my translators all the time. I hope this company gets everything it deserves

“The Paragon Health Institute, a conservative-leaning think-tank with ties to the Trump administration, has recommended eliminating the star system.” That will be huge free money for insurance companies and too bad to granny and grandpa.