Health Advocate Reviews

What ever role you think you're being hired for is not the only role you'll do. This is a call center and you will be asked to pick up the phone for any que that needs help (especially during Open Enrollment). As a "Wellness Coach" I take benefit calls, start claims cases, take any incoming calls through the triage line. And you will not be fully trained before receiving these calls. As a Wellness coach with no benefit training or background I feel really bad for the customers calling in. I've been asked to review people's benefit offerings for the next year and helping people decide which plan to choose. I am in no way qualified to do this and have to fly off the seat of my pants reading documents I've never seen before to answer callers questions. On another note, this is a call center and every minute of your day is accounted for. 20 mins maximum for any type of "break" you might need during the day (plus a strict 30 min lunch break). That's to refill your water, use the bathroom, or grab a snack. It's very regimented and it will come up in yearly review. As far as I can tell there are no significant raises here, last raise was 35 cents.

The workload was in constant disarray. As soon as I finished training, I inherited dozens of incomplete and neglected cases from previous employees. The cases were not staggered, either; they came in a great deluge, which in turn resulted in little progress being made in any of them. The major volume of outstanding inherited cases led to constant questions about working overtime. Overtime was the only way to make any semblance of meaningful progress working the cases, which naturally disrupts the idea of work-life balance. There was little support from my supervisor. Questions often went overlooked altogether and the answers that were provided were often slow to arrive. Complicating matters was that every so often, I would receive conflicting or contradictory information from two or more experienced employees/supervisors. During open enrollment in the fall, I was pulled off my usual work and forced to serve as a benefits representative, despite having no real understanding of the benefits system in place. During these weeks, I could not dedicate time to my claims work - the tasks relevant to my actual position. Naturally, this further delayed any progress in working the outstanding cases, which created further problems.