Thread regarding Humana Inc. layoffs

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Disconnected phone calls leave billions of dollars on the hook for Humana
Health insurance company challenges complex US star ratings system in court

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Humana sued the government over its rating in October 2024. CMS included foreign-language assistance for customer callers in its stars metrics. To receive five stars on the call centre metric, CMS required a 100 per cent success rate for foreign language calls. Three Humana test calls involving a third-party connecting an interpreter did not work, hurting Humana’s overall star rating.

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#HealthInsurance #Compliance #CustomerService #Rating #Legal
by No Sure This Was Shared With Employees
| 2521 views | | 4 replies (last September 23) | Reply
Post ID: @OP+1k5q89dp5
Comment! It's anonymous!

4 replies (most recent on top)

The dropped calls are not due to the phone system. The new phone system actually works quite well. These dropped calls can be caused by Agent Internet , PC and headset issues, Agent and 3rd party call handling mishaps. It's definitely a very difficult scoring system.

by Anonymous
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Post ID: @k5+1k5q89dp5

Phone system has been jacked up for years! Were these dropped calls under the now “retired” Avaya or the shiny newer toy, Genyses?

by Anonymous
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Post ID: @gy+1k5q89dp5

Yep just like the lawsuit over the wrong number being called over and over again that so many people tried to warn about

by Anonymous
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Post ID: @e8+1k5q89dp5

I'm not surprised the calls dropped. It happens to me a lot and I work there. I'd imagine doing a call requiring an interpreter is daunting for CS reps and I'd bet Humana has not done a thing to educate them aside of some ridiculous CBT that takes 5min to get through lol. If any CS reps see this let us know! Guarantee that all of us employees doing the work and talking to people could peg the current issues at least a few years ago. Many of us probably also spoke up, but none were heard. They're digging their own hole that's for sure. I hate that their terrible choices or lack of openness to our feedback and suggestions has gotten the company in such a bad spot that people will lose their jobs, cause they could've avoided this a long time ago had they listened!

by Anonymous
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Post ID: @ah+1k5q89dp5

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