Pros
Fellow CC's are genuinely trying their best. Middle management seems to support lateral movement because upward mobility simply doesn't exist. Flexible WFH schedule if you're in the good graces of said management. I agree with the mission statement of providing access to care (but the way they CEO centers AI in every conversation, you would never know that). It's a stable paycheck and decent health benefits in a crumbling economy (but be sure to review your paychecks carefully!).
Cons
Disgustingly low pay for exhausting work that requires expertise in various OS, insurance, tech support, patient advocacy, and multiple hospital systems on top of soul-sucking customer service. And that's to say nothing of the literal tripling of the workload thanks to recent restructuring. This company excuses incompetent leadership by claiming to be a "startup" despite being established for over a decade, and upper management shuts down any discussion of pay raises despite funneling money into frivolity to keep up appearances. There are also glaring pay discrepancies between CCs for no discernible rhyme or reason (and no merit/experience-based raises that I've heard of). Monthly meetings that we should be having with managers and team leads are trimonthly at best, so it's impossible to get genuine support. I have some serious security and HIPAA compliance concerns, but I think discussing that might fall under "trade secrets" so I'll leave it at that. Do yourself a favor and steer clear of this sinking ship.