To offset any bad UES scores I may get I have been making sure to ask members to hold for the survey. I am working harder and trying to be the best that I can be but I've noticed that even though I am getting way more UES scores my overall score is below 90% mostly due to question 3. I always think what can I do to improve the situation but it seems like there's nothing I can do. Also I'm getting a ton of calls where members were waiting for a claim to be processed due to UnitedHealthcare need extra information but never receiving it. I feel these members are the ones that are giving me the bad scores. Anyone else having the same situation?
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Don't panic. You are not the only one who is getting negative comments. Look, most folks who answer a survey are usually pretty upset with the company, or pretty happy. If I were you, I'd listen to your calls. Hear exactly what they say. Your boss or quality coach listens to these and scores them, right? You can do that too. A lot of the time, those folks are just angry and upset at the way the business is run, and this is their only chance to be heard. I bet they are not mad at you. They might even say they liked you, BUT they're really mad UHC can't pay their bill right! Is it your fault the claim didn't pay right?
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