Focus on the negative - Customer Service Representative (CSR) Humana Employee Review

The downside is they have too much of a focus on the negative. Managers accept the supervisor position with the impression they can guide their employees to better themselves. It’s more focused on projects that never allows them to build their employees. There is far too much emphasis on errors and mistakes. As an employee. It’s agreed we don’t want to make mistakes. We are human, they cannot be avoided completely. There’s a weight on those errors with three classes. Class 1 is when it involves the member to be affected by the mistake. Now the next are Class 2 and 3. These are very minor and don’t really cause a delay in treatment. You are only allowed 7 in a rolling calendar year. These are mistakes where there is a # in a ste or apt number. They don’t want you to use the #. So, again, these are mistakes that really don’t need to be addressed as a quality issue. Get 7 of those and you will be on a program where you have to be clear of all mistakes in. 6 month period. You make any mistake, you are terminated. Additionally, if you are excellent with members for several years, and make one mistake because you react poorly to a member one time, you not only CAN be terminated, you WILL be terminated. It’s agreed we need to put your best foot forward, but we all have our bad days. 1 member over a 3-year span of being Exceptional with every interaction, exceeding expectations across the board. None of that means anything to management.