Call Center Burnout - Scheduling Specialist Ensemble Health Partners Employee Review

• Management began canceling both morning and afternoon breaks due to high call volume. I understand that it is important that calls are handled, however, call center burnout is a common phenomenon and Ensemble has the motto of "People First, Last, and Always" but these practices do not support that value. We were treated as robots and just a number. As soon as this started happening I knew I would not be staying. • If you do not have a medical background you will struggle with the position of scheduler. Even with my heavy medical background I struggled with being able to answer patient's questions regarding their procedure and would usually direct them to their PCP. It's also a lot to remember as far as what blood work a patient may need prior to a procedure which seems like something the ordering physician should be responsible for knowing rather than a scheduler. • Pay is far below industry standard. It is also not taken into consideration that the role of Scheduler is 5 job functions in one- scheduling, registration, collections, physician liaison, and orders management. • If you schedule for the Cincinnati market it can be overwhelming with the number of facilities that each have their own way of handling things (5 hospitals, 23 imaging centers). It's a constant game of trying to figure things out and it seems to differ depending on who you ask. • The company is hiring more agents but there are not enough supervisors to monitor the chat in an effective manner. If you are stuck on how to do/handle something it can take anywhere from 5-20 minutes for a question to be answered in the chat, which isn't helpful with patients waiting on the line. • No room for growth, it is a call center job. Even if you apply to be a SMART there is no pay increase. • IT struggles to handle issues and Ensemble IT and Mercy IT like to pass the baton and you end up going in circles.