Hah is a joke. I hate everything about this place now. Not one redeeming quality left that would say this is a remotely decent job. Quality reviews are a complete joke and this new Comp survey redesign is so long it is almost commicaI - I can’t even stand team meetings anymore- my coach says the same stupid suggestions that are not helpfulevery week and says just make more calls. Apparently we are all slacking off and not spending time make calls. She needs to do some individual teaching and quite wasting my time in team meetings if this is the case. Give me some solutions other than do more and I know it is hard. I can’t wait to quit.
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I had to buy a stop watch to take breaks. I could not combine my breaks. I watched on Skype while my coworkers were off 45 min or 60 min. Not me. I never messed up but got told to watch my time. So I worked on it that way. It prevented me from sitting and watching the clock at the desk so I could get up and move. This is a despicable way to run a company. Even with proven output the micromanagement is phenomenal. Never ever have I been treated this way before and I have several alphabet figures behind my name. Professionalism starts at the top. Treat people well and you will see improvement. Stand with whip on the slave ship, when you aren't paying attention they will slip off the side and escape.
Our success goal, HCCP, is 30 / week (there are 10 hour ppl so weekly levels the playing field.)
I do task the HCMSS as much as I can; I thought they - the HCMSS's- wanted us to, so no more would be laid off. ???
That’s the pot calling the kettle black
Valid point. Still separate...which means Humana wont violate any anti-kickback laws by referring to Kindred Home Health or Hospice. Some will be watching very closely. Stay tuned for further updates....
Oh, and the people, the employees....they are the ones that make the business happen...if you do not treat them well, you will surely implode. This is the purpose of management. It is a finely tuned and eloquently implemented balance of managing your staff and your business concurrently. Good management identifies and attends to both. So again, I place this as a management problem who has forgotten the basics of who actually implements the widget program. Good luck with your Machiavellian top-down program. These always implode when the masses rebel. But for now, have them make bricks without mortar and see how that works out for you.....PS. I know responder is a Management troll. You are way too defensive. Lol.
There is a process to get meds approved by Medicare, and Humana is not doing hospice work. That is still a separate kindred business. There are some valid points to your rant, but again, it’s not management! It’s managing the business
5-6 is normal. The average for my team was about 31-33 per week across the board except for Susie-do-good who was doing 10 per day until she got nailed for off the clock.
125 members contacted each 2 weeks equals 62.5 contacts weekly at 100% success rate. Even at 50% call success....which is not likely since 1. People do not want to be inundated with calls, 2. People have made this clear and nurse is assigned previous UTC. 3. They think we are phone solicitors. 4. They dont want Humana in their business. They have a doctor. 5. They are p-ss-d off with Humana since they denied their insulin, chemo, testing or d--gs which are life sustaining. 6. They are waiting until next enrollment to leave.
So, this is why call success is low leaving your roster always in arrears. Mathematically, if you are doing your calls correctly, you should be in a strong average with your peers at about 5-6 per day but closer to 6 is better and 7 is a great day.
If you require each 2 weeks for contact, you have set your staff up to fail. This is why morale is low. They moved away from the SMART goals. The goals are not realistic or attainable. So all of your staff are losing hope. Throw threats of layoffs and Performance improvements and there is no motivation to do well. A lot have given up because this is unrealistic and stress is taking its toll. Like I said in a previous post, poor management. That is the problem.
Since I am on a rant, why has none questioned the ethics of the Kindred merger? You are withholding or failing to authorize vital testing, medications and procedures? And starting an ESRD program and a Hospice where you are receiving reimbursement and no longer paying for care as an insurance company? Hhc is the same....are you keeping your staff so stressed that they cannot connect the dots? Why would you fail to authorize insulin or chemo? I want answers! Sitting in the background playing stupid but you are about to explode. I hope to see indictments for Medicare and Medicaid fraud.
Perhaps the language of class euthanasia is too strong since you have targetted the high utilizers by denying them life sustaining treatments then passing them to a government program that pays you.
Wake up people! Humana, You are like a Robin Cook novel on steroids.
This site has been therapeutic for me. It is nice to hear that others are only able to make 5-6 contacts. My coach and the audit team are making me feel like a total failure. Do they not understand that that is not the way to motivate people to do their best. We are all educated nurses with several years of experience but feel like I know nothing, And I feel so isolated because my team has changed so many times. I would think that Humana as a business would realize that it is better for us to be spending more time talking to members than so much time documenting. I am sure I will be on a performance plan soon.
I hate HAH too! With a passion!
Hcmss have the same 8 hour work day, have the surveys and care plans and conference calls and follow up. I think the poster was saying that some cms have dumped work on the hcmss because it’s easier for them, and no one said hcmss were customer service, but some things are dumped on the hcmss that the cms should and could follow through on
First off, I do not know where you see that I referred to HCM-SS as customer service reps with college diplomas... I was referring to my role, HCM-RN... so please... read through the post. Do not jump to conclusions. And they are giving us nurses no other option but to try and get the job done... there is only 8 hours in our workday and OT is forbidden.
Below poster, I agree. Send them back and make them do them!
To the RN "just trying to get the job done": I want you to know that you're probably the only person who sees the Social workers as "customer service reps with a degree".
Perhaps you haven't been here long, or are quick to forget that the Social workers did the exact same job you are doing. We know how crazy busy the job is, been there, done that.
That's why when we get a task that prob shouldn't be tasked to us, we do them instead of sending them back to the nurse.
However, your attitude about social workers being there to save you "time and energy" because you're "just trying to get the job done" and then referring to us as "basically cs reps" is disheartening, to say the least.
Maybe you lack understanding the full breadth of how we can help members. Either way, your post comes off as you having lazy work ethic and lack of respect for your members and team.
Now, next time I see a task that is a lazy one, I'm sending it right back to you as innapropriate.
Below poster who said: I’m an interviewer and problem solver. They need to change the title of HCM to customer service representatives with college diplomas.
Sadly, that’s how many of the hcm view the hcmss. We send you the work we don’t have the time or energy to complete, or if the member was a utc, to clear it off a call back for us, we send it to you. Can we transfer the member to CS? Yes, but it’s quicker and less documentation for us to do a task. You get the follow up, not us, and our time is so limited as it is. I’m sorry, hcmss, just trying to get my job done. Thank you for your help
So glad I got laid of!!!!
Logging in every morning I already know I’m screwed. With a receptive roster ( I pray for a great UTC day) every one answers. Walking in with 5-7 green alerts... there you go.... that’s my day. 5-7 contacts a day, not including the support calls... I do not feel like a nurse anymore. I’m an interviewer and problem solver. They need to change the title of HCM to customer service representatives with college diplomas. These audits are a joke, yet they leave me feeling defeated. It’s never good enough. Just received my 2nd audit review... got docked for points due to care plan date was OD due to untimely follow up... meaning I did not follow up in time. No SH$!. Can’t get to my red alerts... this system was made to fail... and it is
It has gotten worse. I do not have a roster and am on a team that uses the auto dialer, and even though we do not do surveys or care plans we still have the same pressure to address everything we can and help the member while also making sure to get 9 contacts a day, no consideration is taken if the auto dialer runs out or if the calls we have to make from a leftover list have a lot of unable to contact. I am not trying to just b$tc$, I know we have it nice to work at home and I DO appreciate that. But to do a good job and have a quality of life and truly help people we talk to yet have this worsening pressure to work like robots and get over 90 on audits... I have been here a long time and have seen the changes get worse. I know several people who have left and are happy at other companies. I guess I am scared to change because I do like so many of my coworkers. I just do not understand why the upper management is so harsh and punitive. It has to be about the money, maybe HAH is going down and they need more contacts to ensure its longevity.
I can never get more than 6. Feel defeated before I even start. Bust my butt daily then audited on a 10 minute call they classify as "long". Nothing but missed opportunities identified despite closing gaps. I despise this job. Didn't dig enough but didn't use enough MI...SCREW YOU HAH!
Yes, my team is only averaging 5 contacts as well because of all the charting, supptcalls
FIVE CONTACTS? FIVE?
Agreed. By the end of the day I am exhausted and can not think straight. I am exhausted from getting my 5 contacts. Sad that we are going thru this again. Our leadership is just poor and has been for years. Really wish I had been laid off last year.
Yes it is the worst it’s ever been.
I feel so blessed to work from home, but things are getting worse. My whole team is behind. Who can keep up with PCS and new call quality requirements using AMP and not to mention DSBP. Calls are taking forever and charting even longer. Beyond frustrated! Every member does not need calls twice per month.
I agree. Time to leave. This program is not going to change. It is actually just getting worse ☹️