Management and supervisors have been given their marching orders. By July 1st they are to determine which employees will become business analysts with a 2% raise, which employees will remain in their current position with a 2-3% pay decrease and up to a 20% reduction in staff overall. Higher earners are expected to be fired first with a compensation package.
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@qe Agree. If you thought IVR was bad for customer service (and it is) AI when improperly trained raises dissatisfaction to another level of customer frustration.
@OP Consolidation lost all the leaders who were doing right things. I am happy to see some of them landed in great positions. They deserve that. It’s all the mess created by SVPs and EVPs to secure their Jobs. CareFirst is on ventilator right now. Only hope is new CEO since he came from for profit organization. Interm CDIO is a joke he is not a leader.
Maybe they should look into the way higher up that makes the big bucks before letting the worker bees go. How many VP's, senior Vp's, executive VP's does 1 company need.
After the VSP happened, the day to day processing areas are already short staffed and they want to let more people go?! They can't even get the newest processing system (G6) to be operational on a daily basis. The amount of claims backlog that is currently taking place is astronomical. Do better Carefirst!
@10e exactly. garbage in =garbage out. AI can’t fix d-mb. If can enhance processes it learns bit in order for AI to work their has to be a known process to follow. CF can’t even figure out their AR properly lol. We’re so far away from AI actually improving our company because ELT has allowed themselves to just tank. Company is a joke and if seems members and providers are finally realizing that nothing is going to change
@q6 The issue with Ai implementation is its next to impossible due to the nature of the "bad data". Lawsuits galore if you go in for Ai scheduled surgery on your foot, and you come out of surgery missing your hand. The "bad data" is glaringly apparent with Ai. Management is aware of this, yet proceeded to let people with the industry knowledge fail. The return on investment on this (or lack thereof will be glaringly apparent Q4 2026)
@qe Thats exactly right. Even internal and customer facing people in D2D (not AI) have horrid customer service skills. Its very demeaning.
@q6 I remember back when customer service was a huge focus and now we trust AI to handle people calling? Great idea. When have you ever heard someone say, "I'm so happy I called and got AI. I didn't even have to talk to a real person with my highly stressful medical issue!"
@m2 FEPOC will not have any decisions/impacts made until after November 2026.
@p9 AI automation is set to reduce customer service and operation personnel by 10% in 2026 and up to 35% by 2028 under our current ELT model.
@p9 I’m not sure ELT sees the writing on the wall. I don’t think they actually realize how far I to the hole this company has sunk. And if they do, they absolutely won’t believe they have anything to do with it. The leadership team has been cast with narcissistic, incompetent people that met the standards of CF vision for the public to see rather than merit, integrity and knowledge
@my Right! Everything is a disaster. How can we lose MORE people?
why would we be cutting line staff when we can’t even pay claims on time? Hopefully it’s leadership
Any impacts to FEPOC?
Have not heard this yet. Do we know what areas this will impact? After VSP I would think some areas like mine are already extremely short staffed already
So July 1 is when they need to know, but how does that translate to actually acting on those plans? Is this for core consolidation or across all areas?
What area is this?
That's what happens when a new sheriff comes to town.