Aetna Reviews

Pros

Working remote is great love it

Cons

Benefits could be better but aren't the worst.

Pros

Livable wage (not great but more than minimum wage), PTO/holiday is above national average, remote position (I started out working in the office before pandemic), standard work hours 8:30 AM-5:00. Open door policy to management. Managers are approachable (but are extremely busy).Colleagues extremely helpful and encouraging.

Cons

Position entails normal inbound call center duties. Quality and AHT are the main things to focus on. Adherence is crucial. Members are part of an under-served demographic which brings on its own set of unique challenges. No policy protecting reps from from verbally abusive callers. When I started, we were responsible for handling calls for Aetna Better Health of Texas, and Parkland Community Health Plan, which is a Medicaid plan funded in part by Parkland Hospital, a large hospital in Dallas, TX. Towards the end of my time there, Member Services was slapped with a new policy requiring us to handle calls for Aetna Better Health of Louisiana and Florida. We had a two hour training to prepare us for this huge undertaking as each state has its own specific rules for handling and documenting calls. This was a disaster to say the least. Provider network calls were a huge source of contention and frustration as we were expected to provide members with doctors in their network. This sounds reasonable enough, but not so much when the company has not bothered to update the provider directory FOR THE LAST SIX YEARS!!! This made the directory pretty much useless and nearly impossible to assist the member with finding a provider who was accepting new patients. We were also expected to confirm with the provider that they were by placing an outbound call. We were required to provide at least three, while driving our AHT up exponentially. If the member was trying to find a specialist, the offerings were even more slim. We were also expected to schedule appointments for the members as well. I disagreed wholeheartedly with this practice, as I feel that barring some sort of condition or disability (if this is the case, then someone else should be making your appointments anyway),all adults should be making their own doctors appointments. In addition to that, we were expected to direct the member to various community resources like WIC, where to get car seats and breast pumps for free, food banks and shelters, etc, and to keep track of the incentive programs offered by the plan itself. We were also expected to do this for the out of state plans as well. It was extremely difficult trying to direct someone to a place in a state I am not familiar with. Additionally, these resources were subject to frequent changes which only added to the frustration and stress when we would get calls back from angry members when they weren't able to take advantage of a resource that we directed them to. Every week, there was something else we were required to do on our calls with no increase in the AHT requirement. Do more in less time. After working remotely for a few months, there was talk of going back to the office which I was not interested in doing. This was the straw that broke the camel's back for me. Oh, and tuition reimbursement is offered, but it is nearly impossible to get as they play games and make you jump through hoops to get it, and if you actually do get it, it's not what they initially said it would be, further adding to stress and frustration, and depression in some cases. They tell you that you can apply for jobs in other departments or a higher position in your own department after a year, but the truth is nobody ever really gets promoted or transferred to a different department. Summing everything up, if you are caught between a rock and a hard place and you don't have a job, by all means go for it, because something is better than nothing, but make it a point to keep applying for other positions in the meantime, because there is better out there.

Pros

Flexibility in the role, prioritize time with family. Benefits are okay, but costly considering this is an insurance company. If you can get approval, education benefits are good.

Cons

Micro-managing more than what is reasonable. Ability to promote and grow, but no support or mentorship within the role once you're there. Unrealistic targets and metrics, no consideration for staff individual strengths if not fitting the metric mould. Uneven pay equity. Below industry standard, unequal across roles for similar experience and backgrounds. Uneven pay distribution. Lack of consistent messages from leaders and leaders are not on the same page. When a decision is made and rolled out to staff, anticipate the message changing multiple times and to be delivered with urgent turnaround. Expectations to be available after hours and on call without compensation. Outdated annual review structure. Next to impossible to be recognized for performing above expectations and next to no compensation for those contributions, other than to be expected to do more in coming years.

Pros

22$/hour is nice. Working remotely.

Cons

health insurance options are poor. holidays are few and far and in between. accrual based pto is mediocre. bad middle managers. micromanaging metrics. they expect employees to be working every second even though studies show microbreaks are better and actually improve efficiency. every hour is tracked. every minute is tracked. every second is tracked. bonuses aren't elaborated on and if you got hired too close to the bonus, you won't get it anyway so ignore whatever bonus they're trying to sell you on when considering to work here. middle managers care more about defending dodgey practices and processes than actually making improvements. time is wasted literally talking about how a set number of out going calls didn't happen. they want you making 6 outgoing calls an hour. System problems? too bad. Long calls that need interpreters? too bad. difficult members? too bad. you'll need to document every reason you didn't hit that number. they care more about the numbers they can put on their resume than the turnover dollars they are costing the business. if you can jump when they say jump and be a good lap dog, you'll be just fine.

Pros

Perks are programs you have access to, bonuses if your stats are within their criteria. Health coverage is decent. Pay is decent in itself but realistically not for all the hats and tasks you're required to do. Overtime is occasionally offered. The helpful co-workers were a big plus. Working remotely is great but you will need self-discipline.

Cons

No job is perfect, but phone stats required are unrealistic; probably due to ones who felt remote work meant slacking, which ruined it for us who actually sit at our desk the entire time working. 20 wk training was hit or miss w/topics requiring more knowledge. Occasional confusion on procedures between other employees/supervisors. Prepare to do most of the learning/research on your own. Feels like too many programs used to get info needed. Also, make sure you are planning to stay a year before leaving or the bonuses given will be taken back.

Pros

Only pro I can think of honestly is some positions you can WFH. that's it

Cons

Unnecessary amount of workload.. let's start here... You don't get credit for all they expect you to do for "metrics" . The expectations for the position is ridiculously unrealistic and they continue to add requirements for "state contract"... I just quit and joined another competitor which simplified its workload for it's employees. FOR THE SAME STATE. Lol.. and contract satisfaction. Turnover rate is EXTREMELY high and retention for new employees in case management department is very low. they can't keep anyone. they penalize you for lack of assessment completion which has ZERO to do with you and more often to do with members being unable to reach. Health benefits are bogus to be so "high on the Fortune 500 list" last i checked they stopped bonuses every year now. Applied for 37-40 internal positions and did not get a single one. even with a spotless record regarding work performance and no disciplinary action, leading me to believe they will bottleneck you into being stuck on a team where you can't transfer if they really need employees for that department but they won't tell you. no exit interview upon resignation. just a crappy company. good for couple years experience and bounce.

Pros

Wide Network: Aetna has a broad network of healthcare providers, including doctors, hospitals, and clinics. This network allows members to access quality healthcare services across the country.

Cons

I like everything in this company

Pros

PTO Work Flexibility Work Travel Amazing Support from Management Positive and Happy work environment Graduate School Benefit (up to 3K per year) Easy to take PTO, no awful guilt tripping! 26 days off per year (this includes holidays)

Cons

Grumpy members but I love them anyway they are great no matter what kind of day they are having!

Pros

Paid Time off is pretty good starting out. Work from Home.

Cons

Supervisors/management is terrible. If a member is upset and asks to speak with a supervisor-Good Luck getting one to help. The company ONLY care about getting members off the phone. You will be penalized for actually trying to help or solve the members problems. The pay for what you are required to know is a slap in the face. Only get a quarterly "bonus" if you work within VERY tight metrics that are, conveniently, almost impossible to meet. Benefits are terrible, especially considering you are working for an insurance company. The job is extremally stressful and you have no power to actually help people. You will be listening to people who are going through some of the worst times in their lives, and there is absolutely nothing you can do to help them, because the company only cares about making money.

Pros

I like being able to work from home. it is nice to have the flexibility to attend appointments. my team is amazing and my peers have grown to become friends.

Cons

poor support from leaders, compensation is not distributed fairly, frequently told "it is what it is" and unable to speak up for self or advocate for employees. micromanaged for almost everything. poor consistency when instructed to do things, will change often without notice