Thread regarding Humana Inc. layoffs

It's not "paranoia". It's an accurate statement that I have witnessed while silent monitoring calls but I was not aware that it is defined as a glitch. I do agree with getting a lawyer however, that's an excellent suggestion.

I wish people wouldn't spread paranoia. It's illegal for them to record your environment, and if you have proof that they are go to a lawyer because you're about to be rich. Glitch or not, it's against the law. Simple as that.

You have to sign out of the auto dialer system for 15 min breaks or lunch. Once you sign out it stops recording

Maybe the issue is you were talking to family when you were charting and not focused on your work?

*on

*there

How is recording our environments all day long legal?! Ok, how are breaks and lunch handled in the dialer? I mean, do you have to have an assigned time for these or is their still flexibility to take lunch when you want to?

You are very naïve if you do not believe they are monitoring. There is an entire team that only listens to calls all day long to complete audits for us. They do them now instead of the coaches because the coaches didn't have time anymore. Probably a Medicare requirement. I have received reviews back twice now. You bet they are listening! And yes, the auto dialer is currently recording everything we say. I was advised to be careful when talking when not on a call with a member, as it captured several conversations I had with family while I charted.

They don't listen to the recordings all the time but your environment is being recorded. That simple.

Humana sounds like a prison!!

SNP HCM RNs, do you all have access to review your calls in Verient?

This is not true!

If leadership is aware, why have we not been informed that we are always being recorded? I expect my CALLS and screen to be recorded, but not to have an open mic for my whole workday. How about a simple suggestion to mute yourself? It is unethical to not inform your team about this "glitch".

Come on, leadership person....Humana has the manpower to listen to all the people on SNP all day long? That's silly. Even if there's an error, you make it sound like there are spies listening to everyone all the time....that's all they do? Really? No offense, but I doubt you're in leadership revealing that tidbit.

I am in leadership and can tell you for sure everything is being recorded. If you are SNP and are on the auto dialer, there is a problem with the program that is being used. When you log in to the auto dialer it records every thing you do all day long until you sign out. It is not supposed to do it, but it does. There are people who are listening to these calls all day and hear you talk about things in the background. They report this back to us when they conduct reviews. Not only this, but it records some screens at random.

Humana.LOL

Then why are they able to record the background sounds with varient and it is not illegal? If it was they would stop the process immediately . Humans knows what it is doing

I can say as someone who has silently monitored associates, you can and do hear what goes on when they are on the dialer if not muted in between calls.

Lol, if you have been told by HR that they record your environment I hope you got that in writing because that's a multi million dollar lawsuit. The law is very clear on what expectations are for privacy. They can record anythi g you do ON their equipment. If your office is in their building , they can place surveillance cameras up but it has to be able to be proved it was necessary. Meaning, they cannot record (even in their own buildings) in places you have an expectation of privacy. Such as a bathroom or locker room. They cannot record audio of your environment without your permission and knowledge beforehand. Same reason...there is an expectation of privacy. Ask any lawyer, this isn't a thing they could legally get away with ever. It's not even a gray area AT ALL. the law is very clearly defined

Humana is allowed to record what is done ON their equipment. We are not recorded outside of that. I spoke with HR. We are asked to have a separate room due to HIPPA and other people who may be in our homes to keep things confidential for our members and what may be overheard by others. Our things that we do are not recorded that are not on Humana equipment.

Just call HR they will tell you. Because it is Humana issued equipment they are legally allowed to record. This is no secret .

I don't think i believe this. It's very clearly against the law, and i just dont see a company as large as humana setting themselves up for such a massive lawsuit much less admitting it to anyone. Paranoia people.

I have been recorded too. Called out on it. Not ethical by any means. Can't say anything anymore at all at work.

They have been listening all along. One of my coworkers was recorded two years ago. Her coach had intended to send her a call for an audit but instead of sending the call the coach sent a three hour recording of her in her office. She was talking to her dog and had a personal call on her cell phone. When she asked her coach about the recording they said yes they record the environment with Humana issued computers.

Yes, I confirmed it today as well. It is only with auto dialer staff. It was explained to me that it is an error in the way auto dialer was set to record. It is not supposed to record everything audio in the background from when you sign on to sign off, but it does. I was told they are working on correcting this error but until then, you can't say anything you don't want recorded while you are signed in to auto dialer

Not a lie. I have heard it myself. The tool they use to record us now is Verient and it records in hour and a half intervals. That is if you are on auto dialer. We went auto dialer a few weeks ago now and it does record backgrounds. If you are on the auto dialer now you need to check into this

That is why they want you to have your computer in a separate room.

Your coach is lying. They record your environment also during and in between your calls . Call HR

Just asked my coach...they're only able to monitor calls and screens, not background or personal things

Yes it does. Ask your coach. My coach told me to be careful, as I was talking to my dog in the background. The way the program for auto dialer works is it records in hour long blocks or longer and records everything you say. If you have access to the program to do your self audits check it out. Listen to the new way it records you.

Humana only records what you do on the line or the screen. It doesn't record you, your sounds or anything else

How do you know this?

WHAT??????

The other problem with the auto dialer is that after you log in, it records everything going on in your background. Absolutely everything! When a call comes in and ends it records that too, but also captures kids, radio, and TV in the background. Oh, and be careful of making a personal call on your personal cell while you chart. It captures that conversation too. I knew about the screen recordings but didn't know the entire day's audio is recorded too. Is there a law against this?

Not "refusing to talk" to someone, but assessing their want to participate in that call at that time. Most people who answer are hesitant to talk anyway or complain about all the calls. The first thing we do when a member is brought into the autodialer is look at the care plan to see what the member's goals are. Then we look to see if there is an HRA or if one needs to be done. The members that have nothing yet take about an hour to an hour and a half for everything. Why push them into talking? That will only tick them off more. I can't tell you how many times a person answers and snaps at me because we called them last week. If there are no care plans yet and they need the survey, we simply advise them how long the call may take, and they usually say no. Then move on. If the member has a care plan open, read it, see what they were working on, ask them about their progress with whatever the issue is, and while they are talking to you, look to see when the next HRA is due, surveys, medication list. If they don't need a new survey just update the care plan. Twenty minutes to chart. Easy call. No one ever said we "refuse to do our jobs." Several of us are doing it actually. I am making my metrics daily, showing progress and providing resources on the call. That is what they want. You have to get creative in this job now, not "refuse" to do it.

To the person talking about "loop holes", so all you are doing is refusing to talk to someone that doesn't have the work already done for you? Really? Maybe you need to re-evaluate your priorities. We all are overwhelmed, that doesn't mean we refuse to do our jobs

It is really sad that Humana has turned their associates into workers who are looking for shortcuts. I know my members can tell the difference. No more chit chat, business first. I miss being able to be spontaneous. My advice is to look for another job. They are out there from seeing posts on this website.

Any loop holes for those not on auto dialer? I take all the help I can, starting as HCM's tomorrow after all Care Plus SW jobs were sent to Puerto R. We are super confused and overwhelmed!!!! HELP!! :(

So you guys haven't found the loop hole with the autodialer? Those of you on the autodialer now, when a member pops up, go right in and see if there are 2.0 care plans already created. If not, it will take you tons of time to transition. Maybe that member doesn't have time to stay on the line, or is running out for an appointment, or would prefer a call back a different day. Can gently respect the member's time and advise they will get a call another day, take a UTC and they will get reattempted again the next day by someone else. Now if they have 2.0 care plans already, try to get them to stay on the line and make sure its a successful contact. it will be much easier to update the chart and get your metrics in.

This is pathetic!!!!! No time to really serve the members because you are so concerned about the amount of surveys you have to complete and then the ridiculous paperwork you have to fill in order to attempt and not fall in a tqr with bad results! The stress is to the maximum! Not an enjoyable environment to work at anymore! Need to find myself another job!

DO want you to fully completely before moving to the next member, not don't.