Can we talk about the new workforce management monitoring system they have installed in SNP? Employees are being called out for idle time while on calls because they don’t move or click their mouse…..while on wellness breaks, or anything after 2 minutes. They are timing calls but yet won’t tell you what your average call length needs to be…just not too short or not too long and make sure the time you take to document matches the length of the call. They want you sitting at your desk all day….changing out wireless headsets with wired ones. Feel it’s their way of getting employees to quit instead of layoffs and having to pay out severance. Morale is down, employees are nervous as ever focusing more on their times of calls or any pauses throughout their day because you don’t know when you get the dreaded call out and are asked to explain yourself over a 5 minute idle time at a certain time on a day weeks prior. Ask management what the expectations are and what this new team looks for and all you get are scripted blanketed answers. Everyone is working blindly and honestly if you do your job and have met your metrics you still get called out. Don’t know if all SNP teams are experiencing it but it’s coming.
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T&S, you absolutely are also monitored. Managers can watch you working on computer, and your activity & idle time is monitored. If you havent been talked to about it, you are probably doing just fine. Trust me, if your idle time is "too high" because you talk and listen to member vs typing the entire time, they will let you know!
Senior Workforce Mgmt Professional- re: your response on metrics:- if it's not for productivity and efficiency, then what's it really for? Worker intimidation?
Senior Workforce Management Professional here. Please don’t be mad at us. It su-ks, and I don’t blame you for being upset about it. We hate the micromanaging just as much as you do. Operations and senior leadership likes to pretend that the metrics we provide are under the guise of productivity and efficiency, but it’s really not. Also, if it makes you feel better, we also get micromanaged on our idle time, and we have our own metrics we have to uphold too. I’ve worked in both Medicare and Medicaid, and both departments were really strict about our metrics. I’m not sure if Pharmacy or CenterWell is like that too. It’s frustrating, I know.
Morale in SNP is terrible. The Workforce Mgt is over-reaching and demeaning for any professional. SNP upper-management has poor people-management skills and will be the downfall of the program. It is all beginning to look intentional.
Control freaks, the lot of them. Front line workers are micro managed down to the clicks per minute while “leaders” sit in meetings all day. prison wardens
T&S doesn’t have this workforce monitoring, that sounds awful! Way to ki-l morale even more Humana!
It was like that in triage and support and also CCM. SNP is just joining the rest of the company.
Also sounds like there are people just looking at one thing and making assumptions instead of looking at whole picture. Hang in there. Managers are learning
it has been like that for triage and support for a couple years. those moving to snp from there will be used to it