Thread regarding Humana Inc. layoffs

Well, it has arrived. I guess they thought "performance summary" sounded better than "summary of more crap to worry about, much of it out of your control, as if you didn't have enough to worry about already." Such an exciting time!

Last poster, I know. I was just thinking today that the numbers demand has pushed me to a point where as soon as I get on the phone with a member, I feel like I need to get off the phone so I can document and get on to next call. I am never really "present" anymore, just stressed.

We have to remember HAH is just a small portion of the entire company. Elimination in roles doesn't necessarily mean us. Though I think someone else a while back indicated that the CHE role is going away completely. I hope not because I have come to rely on them to help with information. I no longer have time to go into great detail with every member, nor do I have any extra time in my day to do their work. Can you even imagine if we had to add that to our daily requirements? I would quit instantly.

That wording is definitely a heads up for staff reduction, but vague on who it will impact. My coworker said that they are now advertising the HAH staff as "licensed health professionals," https://www.humana.com/medicare-support/benefits/health-programs/care-management

and she was a bit worried, being an unlicensed PHC. We just don't know what's coming.

Not sure if this fits under Performance Summary....but seems to be the most active right now. Just read the CEO's letter that was sent this morning. Phrases that jump out are "Opportunity of a Lifetime"........"Commitment to be transparent as changes are made"..."Roles that made sense at one time become, in some cases, less well aligned, or no longer necessary" All kinda scary phrases. Love to hear other thoughts on this rather ominous email.

Most "unfortunate" was when the question was asked about those days when you have a low number some days due to multiple support contacts and talking to the same member with a serious issue. The response "your coaches will understand" made me LOL. My coach wouldn't understand if a tornado rolled through my home office causing me to go below peer avg for a day, let alone a needy member taking more time.

I thought the same thing poster. They are somehow able to provide numbers and on every tiny thing we do, but are "unfortunately unable" to adjust for partial pto. Additionally, we are all supposed to be "so excited" that they now include support contacts or multiple contacts with same mbr, but when asked if those count toward metric, "unfortunately they do not." My big fat unfortunate performance summary.

Please use your PTO. If they're not taking into account time off don't stress about it. It's obviously not important to them or else they would be able to include PTO exception in the report. Don't drink the Humana Kool-Aid. Please take your PTO and enjoy yourself . We all know life is too short. No one was on their deathbed regretting finishing a report at work

The new metrics don't take into account time off. Take a couple hours off or a week and you are screwed! Unless all your peers are on vaca too. Right back to being afraid to use my PTO.

Thanks for posting about the class action lawsuit. Very interesting.

But coaches give BIG kuddos to those getting high numbers despite the fact they are working overtime!!!!

Oh, I found it...

https://www.classaction.org/news/humana-owes-unpaid-overtime-personal-health-coaches-claim

Now there 's a success story I'd actually love to hear. :) (assuming the coach deserved it of course).

I left. I am free. But before I left, I had a coach who had no managerial experience prior to coach role, and it showed - sent nasty emails, talked down to team during meetings and promoted extremely aggressive interactions with members for numbers. So if your coach was anything like that, kudos to you for speaking up.

I posted about going to Ethics about your Coach, if necessary. A poster replied "tell us how that goes." It went as I expected. The situation was taken seriously. That Coach is no longer with Humana.

But there are a minimum of contacts...

I think Humana is already being sued, but from what I recall it was for unpaid extra work required above what the employee/ employees were told the hours would be when hired. I wonder how that case is going.

So if there are no minimum number of contacts and if an employee wants to sue Humana for extreme working conditions there are no numbers that they can say the company pressured them to make. Perfect once again for Humana.

So the min expectation is based on peer avg, but we are not to be coached on our numbers relative to peer average per recent meeting, however leadership is going to continue to pressure the coaches to compete amongst each other, so they are going to coach based on peer average regardless, sometimes with frownie faces, sometime by throwing fits. Awesome. Totally clears things up.

There is a min metric for each department but metrics is based up peer avg, thatwas reflected on in several meetings and the new score card....

One of the biggest problems is that there are no policies and procedures, it changes minute to minute and is communicated by word of mouth. Who runs a business like that? For the love of Pete, hire a consultant already.

whoever posted this is wrong

There isnt a set metric any more. So its not like 10 calls a day for example is how it works. there is base level that you have to be above based on your role. But the best expectation is based on peer average! So each week your coach should be telling you what peer avg is based on your region avg. its not the best system but at any job you have expectations to meet, personally ive never thought it was that difficult to do, nor my peers on my team...

There is a set metric.

My old manager was layed off after 1st round! Shouldnt have taken that to get rid of her... Worse manager skills ive ever seen.... team reported her to HR several times... Nothing! You can always have their leAder pull those calls for hr or tell hr to pull them... Always use ur work phone not personal phone my old manager would call personal cell to chew me out

I don't know what's worse, frownie faces or yell-meetings. Some of these coaches need a Snickers.

As below poster said s couple of posts down, it just varies from coach to coach. My coach just yells, literally yell on the phone during team meetings, when team falls below peer avg. Other coaches might have more managerial experience / professionalism. Just luck of the draw.

There isnt a set metric any more. So its not like 10 calls a day for example is how it works. there is base level that you have to be above based on your role. But the best expectation is based on peer average! So each week your coach should be telling you what peer avg is based on your region avg. its not the best system but at any job you have expectations to meet, personally ive never thought it was that difficult to do, nor my peers on my team...

Definitely! That is what it has always been about.

This thread got me thinking that maybe all this lush and bizarre enforcement and inconsistencies between teams and what's told and what's done, maybe it's coach driven for their bonuses and standings.

😂Tell us how that goes 😂

It is my understanding that the term "peer average," is NOT to be referred to anymore. So, if I had a Coach that was still pushing that, then yes I'd report them, probably starting with Ethics.

Now we are supposed to turn in our coaches? To whom, HR? Will HR even give a crap if our coaches are still coaching based on group avg? Sorry, I guess I'm skeptical, but if you talk to enough people, you hear about all sorts of things coaches are saying to teams to rev up competition - there's no way that leadership is unaware.

OK so now we're supposed to turn in coach if tries to compare you with peer averages...and our metrics are not based on that. Also we can "Work Ahead" when we're in the red on those results and it's just a weekly guide but you will be having coaching meetings and emails to discuss and find ways not to be in red even though it's been of utcs and computer issues or if you took pto ...so sad not a move towards professionalism as I hoped

It's so hard to dismiss their "coaching " when your coach says to the team, "I can't give you details yet, but they are going to be looking at the associates who are allowing members to decline." Wait, what? What does "looking at" mean? What are you talking about?

My colleague said that some I've the coaches are "competing" over declination rate, so it might have been a bluff, but who knows with these vague threats about being looked at. And can't we let a member make the choice for themselves? Does CMS stipulate communicating the choice to opt out, or at least respecting it?

So it is tough to dismiss their little competitions, when they come with vague threats. Awesome motivation tool, leadership - it's done wonders for morale.

They are just trying to create competition. Because The coaches raises and bonuses are based on numbers. They are just out for themselves. Try not to let them stress you out. The only way to escape this type of management is to leave.

WHY didn't you make 10 successful contacts a day ? Seriously? Was not the last meeting we were told the week average is 8.8 per day....was I in another meeting??? Cause that was awhile ago. I am so glad that TS is gone, he was horrid. Now if my COM MB would leave I could breathe. When they said "peer average was used out of context and wont anymore" Were these other coaches absent? I would seriously question them or go over their heads.

The BS of comparing teams is ridiculous, you have different members and they are all different as are the HCM's. My mother always taught me to not compare the children. Guess HUMANA was never taught that

I have also been told I missed opportunities....from someone grading my performance at a distance, after the fact...glad you think, reviewer, I missed it, I don't think I did, which is why I didn't

Agreed. The review I received that made me stop caring about reviews was just awful - I "missed an opportunity" to perform a survey after a member told me she had just been to her sister's funeral. A survey? Are you serious? I let her speak, I listened, I offered resources, I expressed condolences and offered support, but damnit I never asked her when she plans on getting her flu shot. Uggghhh....so that was that. I could care less what reviews have to say.

Poster, I agree....it is hard to judge quality with the scoring tool. Isn't the idea good customer service? You can't scale that. If the member was happy, you did a great job, a good member experience...do you really think asking if they want a number makes a difference? I got dinged for not asking because the member asked me for it first....I was supposed to ask her if she wanted it after she told me she did. It made no sense, and certainly was not a quality thing to do in a call, but I got dinged. I wish they would look at the bottom line. Every member is different. You can't use the tool they have to capture the quality

You are not alone, last poster. They seem to have been trained to highlight the negative while ignoring the positive. I helped a member get her medications recently and received the most demeaning review, basically as this poor lady was telling me she was going without medications, I didn't ask her if it was "okay" if I could ask her a question about it, I fumbled one of the words in the disclaimer (switched the order of the words 'monitored' and 'recorded'), and I forgot to ask her for best time for follow up, even though she has aleady told me numerous times to call anytime. The reviewer did not care to mention that I helped the member, just that I messed up on those things. I think they have stopped nitpicking over the disclaimer recently, but they still miss the big picture with the minutiae.

Does anyone else feel the call reviews completed by the review team are a bit critical? i have been here a couple years so am not new....but feel like I can never please them.

Haha, maybe we are on the same team. I'm dealing with the threat of job instability, stagnant wages and excessive micromanagement, but oh look - a smiley face! Awesome.

To the OP- I think you must be on my team because my coach is doing the exact same thing! Constantly hounding us based on what our peers are accomplishing. On the rare days I go above contact goal do I ever hear a "good job" or a "thank you"? Nope! But you better believe if I make less than 10 contacts I get a "what happened why didn't you make goal?" Email first thing the next morning then I have to come up with some excuse as to why I couldn't magically get people to pick up their phones and talk to me. sad face