Time to look for a new job? Lacking the resources to help patients...
April 9, 2014 9:57 PM Subscribe
I've been working for a medical supply company for almost a year now within the medical records department. Excited at first when I started last May of 2013 after being laid off for 3 months from my optical job for 8 years. Double the pay plus benefits to boot. Fast forward to April now and I've become semi-miserable the past 2-3 weeks.
posted by tnar23 to Work & Money (12 answers total) 1 user marked this as a favorite
The main purpose of Medical records is to collect documents from doctor offices in order to provide equipment/supplies for people's sleep apnea. Without the completion of these records, we cannot provide supplies to the clients thus being denied by the insurance. Straight to the point, there's only me and another woman in our department who are taking inbound calls for the whole US in our dept. The other 4 people in the same department are not taking inbound calls so they can focus on collecting records from the doctor offices. It's been ongoing for 2+ weeks with a good chunk of the calls being a conflict-management process.
Patients have complained of the following: taking too long to get records, long hold times on the queue, and lack of return phone calls from certain individuals is one of the main culprits why people are dissatisfied with our company. About a few weeks ago, our new COO wanted less hold times for patients thus more people were thrusted into the phones as there were 7-8 people on the queues in Medical Records for the sake of "bettering" customer satisfaction. Eventually that went away, and there's only 2 of us taking calls.
I'm expected to resolve medical record issues with patients as fast as possible to take more inbound calls on the queue. Unfortunately, there are some calls that can't be resolved in less than five minutes, and trying to end the conversation in less than 5 minutes reduces the quality in helping the patient. To top it off, a good chunk of them call in already pissed off and ready to go to another supplier. Not sure how long they plan to keep up this two-man crew, but I'm totally burnt out. It doesn't help that a bunch of other people in other departments don't pick up my calls when I need them for assistance. Since I'm on the call-queue, I have to stay within the designated 10 min break while the people NOT on the queue would be gone for 10-15 minutes throughout the day.
Has anyone had a similar experience working in the type of environment that I just described? I love to help patients, but the resources aren't there to maximize one's potential thus I'm looking elsewhere such as a hospital..