Thread regarding CareFirst BlueCross BlueShield layoffs

CareFirst customer service is ABYSMAL

My family member is a medical professional (can't say what their title is) who has been on hold with CareFirst for 1 hour and 25 minutes and were just disconnected. When they called they were "caller number 1 in line". At the 32 minute mark, someone came on and said they had been "routed to the wrong department" and transferred them, where they were placed on hold again. Finally at the 1 hour and 25 minute mark they were disconnected. They had a similar situation a couple of months ago trying to straighten out a payment that CareFirst sent to the medical practice instead of the insured (insured should have received it). That has yet to be corrected.

I have a feeling many of the CareFirst executives look at these posts. I really hope one of you sees this. I am an employee and all I could say to my family member is, "I am not surprised".

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Post ID: @OP+1iOSQJqk

8 replies (most recent on top)

Outsourcing of helpdesk was the beginning of the end IMO. It was such a sudden shift that it never recovered. Funny that DK didn't even stick around to see his handiwork. I do hope that they can get their act together. Let's see.

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Post ID: @8pwh+1iOSQJqk

It's been almost a year since IT outsourced the Data Center staff and Tech Support....2 years since the outsourcing of the Helpdesk. What a fiasco since....all that knowledge and quality service out the door with them....just to save a buck.

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Post ID: @8tqp+1iOSQJqk

Not sure why it’s a company’s responsibility to overpay for high school dropouts. They have to be making pretty good money for po-dunk WV!

As for the 401k auto enrollment. It’s nothing nefarious. Once again, the better educated folks have to step in and try to prevent the “poors” from making bad choices…

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Post ID: @4agl+1iOSQJqk

Post from TheLayoff.com

And their low pay is why such a low % of the employee population participates in the 401K. And because of this low %, the executives cannot participate in the 401K (Safe Harbor laws). That's why the company will be auto-enrolling employees in 401K and doing auto-increases to people's contribution percentage, starting next year.

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Post ID: @3ucu+1iOSQJqk

You think it's bad now? Wait until all the jobs get offshored ... and you are forced to deal with foreign CSRs...

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Post ID: @2wpd+1iOSQJqk

Ancient systems, not enough staff, cr---y wages - CF treats customer service like garbage and then wonders why it stinks…

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Post ID: @1bqs+1iOSQJqk

Just take a look at the CF Facebook page, if you want to be embarrased to work there. Nothing but complaint after complaint (complaints already coming in about the Hopkins relationship death). This company is doomed if something major doesn't change really, really quickly!!!

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Post ID: @mon+1iOSQJqk

This is the result when the company pays their customer service reps a starting salary in the low $30's.

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Post ID: @yga+1iOSQJqk

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