Pros
The upside for working at the Healthplan is by far the coworkers. They have a great mix of young new talent and experienced veterans. Given the scope of the job, they try their best to be understanding and give you time to develop necessary skills.
Cons
During my tenure, there were a number of downsides. Some related to the job itself, others due to organizational issues. First and foremost, its not an easy job. Prepare to be public enemy #1. However, management seemed to do little to alleviate this fact. Turnover was high. Suggestions would be taken by middle management but disregarded by upper management. Good luck getting time off. Metrics seem to highly favor the quantity of calls rather than quality. I guess it's all part of working in a call center.