Off shore customer service is a turn off to members. When will you believe that Humana?!
Upper leadership needs to listen to some calls to CIT, Claims, Go365, ect. It's bad. The is a huge barrier when neither side can understand each other. Move up Humana!
Ooooh boy!!!! Customer service is the worst. You would laugh at some of the calls they transfer to the pharmacy!!
We are using offshore in a lot of areas beyond some noted like care management and coming to a utilization management team
Ge-z... don't get me started on customer service, it's a joke 8/10 calls. AI customer service is no better, it can't tell the difference between a regular glucose meter and CGM. Had a member call me all upset because CS chat told her that her freestyle libre and supplies would be 0$ copay... Leadership doesn't understand how or where to use AI in healthcare, right now it's no better than members using WebMD to diagnose themselves. It's embarrassing.
And they don’t have concrete answers. It’s terrible.
Oh you’re so right but they’re so cheap.
This 100 percent. Especially if trying to convince people to use the mail order pharmacy.
The number of times I got yelled at because of the poor quality of the foreign CSRs and had people spend 2 hours to finally reach the right department to resolve the issue was way way way too common. And we wonder why our mail order rate continues to decline...