Pros
• Some team members are supportive and genuinely try to help each other despite the environment • Opportunity to gain experience in high-volume, complex case handling • Overtime opportunities available
Cons
• Job responsibilities have significantly changed from what was originally described during hiring • Leadership turnover has created instability, with multiple directors in a short time • New management brought in to fix workflow issues lacks understanding of the role and has made processes more inefficient • No clear SOPs, QA processes, or regular 1:1s, resulting in zero accountability or performance guidance • HR has been largely unresponsive despite multiple concerns raised by employees • Offshore team appears undertrained and continues to escalate inappropriate cases despite repeated feedback over several months • Concerns about escalation misuse are acknowledged but not meaningfully addressed, leading to ongoing operational strain • Employees are sometimes expected to present themselves as “managers” to handle escalations due to lack of leadership availability • High volume of abusive patient interactions with limited support or protection for frontline staff • Morale is very low, with many employees feeling unsupported and unheard