TMG has a high turnover rate for the trainees and representatives all due to their attendance policy. it recently changed before i left so not sure how high the turnover rate is. It is very difficult to get fired from there other than attendance. as long as you remain professional on the phone with all callers and complete tasks in between calls that you have been trained to do, then its pretty much a smooth job. Do not take the angry calls personally, let the caller vent and once they let you get a word in edge wise explain what you can do to help them. Usually by the end of the call the caller has calmed down and they just want to be heard and wants someone to care about what is going on. On the next call you will be able to prevent the same thing from happening to another caller. For me TMG was a learning experience, i gained skills and knowledge that i didn't know i had until i started working there. Do not assume anything if you have questions ASK! the Subject Matter Experts and trainers and supervisors are there to help you succeed and cannot read minds.

I had received an email from one of the higher ups with a deadline to meet as i was the only supervisor on duty for my dept. i was dealing with a phone outage and putting out fires with my reps. As i am still working on the deadline my co-worker came in and asked if i could check the mail. I asked her to complete the email with the deadline, which we were late on making us look bad, if i went and got the mail and she agreed.

There are times when you will get back to back calls and seems as if you cannot switch your status quick enough and this is when doctors seem to call in about claims status. Even though you are trained on what we can see regarding claims status, the doctors offices do not think the reps know what they are doing. Word of advice is if you stumble on your words or say "um" a lot then that is when they pounce and will ask for a supervisor all because you could not answer the questions they throw at you.

There are times when a customer will call in very disgruntled and using personal attacks using profanity because they feel as though the plan works against them when it is not the case. I had to take a call with a member because they were unable to receive their medication they needed as the plan only covered a certain amount so often. as a team lead i tried everything in my power to help relieve the pressure on the member but to no avail. Eventually the member ended up being transferred to my supervisor to get something done. When my supervisor couldn't assist the caller it then went up the chain of command from the manager to one of the directors. Eventually the issue was resolved and we have not heard back from the customer since then.

I loved being able to make a difference on a call with a member. If the member was having a bad experience with the plan i was able to turn it around for the member only because something didn't make sense or they just couldn't get their medication without my assistance. i also loved being a supervisor to better assist the representatives on difficult calls.

Every call is different. Sure the procedure for handling the calls is repetitive but you speak to different people and it is never the same on every call. Once i became a Subject Matter Expert, i really enjoyed working with the new trainees that came to the floor and helping them with any questions they had about their calls.