Healthnet Employee sent a message to Michael Neidorff that said:
Please help us. We work at Healthnet in California for this ECPPO product. Our computer systems are always down or not working properly. Our job as CSR's are to provide excellent customer service. How can we do this - if we have to keep a member or provider on the phone for several minutes while we attempt to obtain the required information between several obsolete programs. Only to find, mos information is wrong or not updated. Claims: We are not claims - and claims are not being paid. Contracts are not updated timely and Providers and not seeing members as Healthnet is not paying the Providers. Members are going to collection. What is the structure at HN? We have Sups and Leads. What do they do? Hire more CSR it looks good for stats to have many answering phones. But they are not helping members or Providers. Too many Chief's not doing anything, and putting all the work on people who are very busy taking in bound calls. We have no time to research answers and our knowledge base? Is usually not accessible. Not all CSR have the permissions to use all the programs we need. Spend the money in IT to fix all this. We are in the 21st century. We should not have to weave thru 6 or more programs to help customers.
