You are expected to always be available for patients. Anything as simple as a break to take a breather is almost frowned upon. You could sit on the phone and be cursed at by a patient for 20-30 mins and get worked up, of course anybody would need to take a minute after that kind of call and believe me, they happen OFTEN because the necessary people in this company are never available or anywhere to be found.
Management will be down your throat about where you are, why you’re not on the phone, how long you were gone, etc. It’s just a huge cycle of micromanagement and negativity.
They expect you to function like a robot, no regard for the fact that you are a person too. They critique you on how you handle a call and tell you what you should have said instead. Well, how about they get on the phones then. Problem solved.
The managers are never available when you need them. The front office is off the phones consistently so patients can’t get through and other departments cannot reach anyone
They watch your EVERY move. Be careful not to be away from your desk for too long or off the phone for too long, it does come with consequences, apparently,
Prepare to have no one give you an answer or help with an upset patients. You’re on your own. Managers do everything they can to avoid getting on the phone. There’s no way they have a “meeting” every hour of every day.
