As one of the people who was able to locate a different job when they announced the layoff… I am not working for a providers office. Let me just say I see why providers get so upset with UHC and its other entities. At MINIMUM we have to call in 4x times to get assistance with a claim. Why, you ask? Because the off shore reps who replaced people who knew what they were doing are having a free for all providing no assistance. They will yell at you, cuss you ok, etc. it’s a horrible experience to be on the opposite end. Claims are paid incorrectly if they are paid at all. It’s an absolute nightmare deal with UHC. It’s a sinking ship at this point. I understand the frustration completely now.
Think you’ll get a surgery or get to speak to a supervisor when you call in about that rep? Nope. They will literally transfer you to the number you are calling in from. Good luck UHC. So glad you are saving change with those off shore reps you replaced us all with.
5 replies (most recent on top)
I worked for a hospital for 15 years doing billing and appeals prior to coming here. UHC was the absolute worse to deal with. Once I got to UHC I realized just how complex it is. I do think having customer service offshore will be our downfall. I remember how it was years ago with American reps, I can only imagine what it’s like now.
What this company does not understand is the cultures of other countries. Americans tend to try to do things and adhere to rules but when you get a bunch of phillipinos in the same room they rule. They will support each other in any scenario including lying etc. even the manager and director will back each other and so right from the start UHG has allready lost control. First excuse 1. I am sorry ma’am I am having technical issues. 2. No I cannot transfer the call as I am unable to do that in our system. No ma’am I cannot disclose my name or the name of my manager .
UHC believes in quantity over quality and they would rather save money off-shoring to people that speak broken English and don't know what they are doing rather then pay for Americans to do the job. Hopefully Trump will be able to do something about this eventually.
@a1 they ABSOLUTELY have. All of them have been offshore. There is no call quality of review for them
I highly DOUBT anyone working for UHC would curse at you and if they did they are ABSOLUTELY fired by now. There is zero tolerance for bad language. I am sorry for your experience though, we hate offshore too and we know they hate us as well. 🖕