i am moving into the temp role of SNP telephonic and would love to hear from those in that program the good, the bad, and over all what your daily schedule is like.
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The only way I get 5 contacts if I had a support call with the 4 regular calls. Its getting harder and harder to make 4 contacts a day.
Yassss p--p on company time. I love that meme!
I like p--ping on company time. It makes me feel empowered.
LoL. Oatmeal time compensation. We did eat while we got report from our Kardexes. Give us our porridge Humana!
On an "average" day when we make 4 moc calls and one snp yes, its attainable. However, when we have the non-average day (factors of partial pto, system issues, trainings, new employees, etc) our team averages fluctuate and 5 is not attainable, as evidenced by the numbers they provided us during snp dept meeting. We havent met them; bottom line. But they say they understand why. So why not modify it to reflect an attainable goal; like we do for our care plans?
Oh so 5 minutes ago "they never said anything about looking into metrics" and now they did look into it? Hmm. Also, Im aware the did shadow, however, I still stand behind the fact that they showed us as a department we have never met the 5 since going hourly, so wondering how effective their observations were. If we havent been able to meet them as a department, seems a little off. And to boot, said they understood why it was off "due to miscommunication from leadership about what surveys were needed and now that its been cleared up, realize phone calls take longer. With us now on the same page and them understanding calls take longer why still still stay at 5? Esp since we werent meeting them when the surveys werent being done vs now?
They did review the metric expectation. And found that on an average eight hour day 5 successful calls is attainable and actually low. They did tons of HCM shadowing to see how certain processes took on average and left the expectation at 5. They did the work to support the number 5.
Actually, they did. Im going to refer you to the exact document that they put it in writing: the SNP hourly guidelines document. It is in word format and serveral pages in length. It has been sent to my team mulitple times and if I could share it with you (in case you have not received it, I would) it's under the heading that talks about metric requirements. You may be able to find it on snp sharepoint as well, or request from your leader. It states that they will see how operations are running while we adjust to hourly; which we have been for 6+ months now. It seems your leader my not be sharing all this info, so dont say that I dont get it.
Still, you don't get it and it feels like you don't want to. And at no point did leadership say they were going to look at metrics to adjust them.
In a nut shell, a day in the life at SNP: you will have members to manage with chronic conditions such as HF, CAD, DM, to name a few. You will ask questions from surveys that you need to fill out. You will also review their meds with them. From their responses, you'll prioritize and develop goals to help them reach their needs. You will help them call resources to help them meet their needs which can range from getting DM supplies, to getting a procedure authorized, to helping them access various benefits, to helping them find food banks in their community.
Im just saying it was 5 before going hourly and no change since then. As a department we havent been able to meet 5. So why stick with that requirement when there are so many factors that are a barrier to 5. Why not set it at 4.8 to factor for those. Why not re look at things like they said they would once we got to hourly and they saw the department wasnt meeting them?
I do track it and asked if i should put my data tracked into my goals for talent center for review and she said they dont consider any of that, that 5 is the bottom line.
Be proactive. Track your own metrics and partial pto days. If something is not correct speak with your manager. If that doesn’t work move up the chain.
I’m sorry that’s your experience. You should have a conversation with your manager again and if that doesn’t work talk to her boss.
Also until they have this system in place for tracking actual hours worked, my performance will still have the possibility of looking lower than 5 due to all of the factors we previously mentioned and will have an impact on incentives for March.
Im sure its more work that way; may be why when I asked my leader if upper mgmt looks at my performance numbers and takes account for system outages, internet outages, partial PTO, etc. Her response was no, they dont factor that in, and im responsible for 5 no matter what. Which is why im so bent on the fact that the metrics are not attainable if they wont consider these factors. Its not good that they hold us to the same standards even though we manage different LOIs and even worse that our managers seem to not be on the same page.
They are working to find a way to report on the true hours worked. You should have individual conversations with your leader about metrics and talk about partial PTO days. My leader is supportive and allows us to look at the work done for the hours we are there. It’s a lot more work for her though.
Bottom line they want 5 and if we cant average 5 for whatever reason, may it be a partial pto day or a mbr or two with multiple needs for coordination, or a few meetings/trainings that week; that sets us up for our averge to be below 5 and hard to make up; thus impacting performance; thus impacting incentives.
If we arent responsible for making 5 on average even after taking partial PTO then why have the metrics set for not taking that into consideration. My leader specifically said that any partial PTO taken you must make up those metrics. Maybe you're leader has said something else? Would you mind checking to see if our leaders are giving us both different info?
You could find a different job where they don’t “stalk” you......
You’re not responsible to get 5 calls on partial PTO days. And incentives are based on individual performance. It will be filtered to individual level. Plus other areas your coach should have reviewed with you like kenexa, stars etc.
as far as monitoring it will be helpful to show the time spent working in the charts and working on work related things that don’t show as a member contact. Not specifically for monitoring the hour in the am you take to eat breakfast on your companies time....
Right and those 3 hours of PTO someone takes effects their metrics and averages. And even above that, it will have an effect on who gets the incentives or how much of the incentive you get back. The metrics need a change to reflect all possibilities of why 5 is not attainable and has not been attainable since (at least) the switch to hourly.
Would be nice if they factored that in to the expectations. As it stands right now if I take 3 hours of partial PTO; we are still responsible for those metrics even though im using PTO. Just doesnt sit right with me.
The ability to better monitor the work you’re doing is coming??? Like what, monitoring “idle time”. Please do tell! As if the micro-managing isn’t insane enough already. I mean come on the ability to monitor what you have pulled up in your screen, aux codes, Verint codes, talk time, recorded calls... seriously your every move and breath is monitored. I’ve never felt so stalked in all my life. When one “goes” to work they don’t put video cameras in offices to see how much time you’re spending visiting with you co-workers, or in the bathroom to see how many bathroom breaks you take in a day, or hallways to see if you’re spending too much time hanging out on a unit somewhere, you’re able to take the first hour of your day to get settled, eat your oatmeal, get your coffee, check your email, etc without being penalized for it. Let’s be real!
The ability to better monitor the work you’re doing is coming. And 5 is attainable as an AVERAGE. It’s just not showing on the current report that doesn’t have slicers to remove partial pto days for multiple associates.
Bottom line is: for whatever reason(s) we can or can't identify; the metrics, as a department, have not been met since switching to hourly.
Edit on below post: Im just saying their 5 isnt attainable as an average and their Data they presented to us reflect that.
I dont fail to understand that and listed that as a factor (among others) of why the numbers havent been met. Again this is just ONE factor. It is one reason WHY I think metrics should be lowered; because most people take partial PTO and should be a factor when they set standards. Also they should take into account those weeks were you just cant get 5 every day because of one or two members who need the extra time. Also the fact that they hold all of the teams to the same standard whether they manage high or low or TOC members. Im just saying their 5 isnt attainable as an average and their date they presented to us reflect that.
You are failing to understand that the slide doesn’t factor in partial pto days. Overall the average will show lower because that has to be factored individually. They don’t have the ability to figure that out based on the hours you worked vs a work day.
My data is coming from the powerpoint slide during last SNP meeting. SNP, as a department, was under 5. Perhaps you missed that meeting or that slide. I understand you and your team make the metrics, I am speaking speficially as the department as a whole. Lets be clear, that data is not an assumption; it was discussed and chart was shown during the snp meeting. At that time the leaders said their response to why they think it was lower than 5 was because of "more surveys needed to be done due to miscommunication from leadership to employees regarding what surveys needed to be done" (i.e. at risk health and advance directives. I took their view point with a grain of salt; because like I said earlier, there are multiple factors). I have also spoken to my leader about this multiple times and it is out of her hands.
2vzg- It's not that simple and no one is saying you're not being truthful. You're making an incorrect assumption based on a number you saw that wasn't 5. Maybe you should meet with your leader to get a better understanding of this. I'm going to assume positive intent here on your part and that you're not intentionally putting bad information out there to rile the masses.
The high turnover rate should be mentioned as well.
You know what else the low metrics include? New employees, the TOC team, and those days where you have one or a string of members who need a ton of help, and of course, like you mentioned partial PTO. Which I believe the metrics should account for all of those things and be more attainable. I think maybe 4.7/4.8 would be an attainable goal.
May want to include that info than to flat out say weve been meeting them for a long time. Because we havent as a department, met metrics. For whatever reason that may be. And there are quite a few, not just one. I truly hope you have a pleasant work day and are able to make your 5 all week!
Those metrics include partial PTO days. And frazzled coworkers who don’t want to do a good job.
2ncm, when you say "not true" about my metrics comment, where do you get your data? Mine was from the most recent snp department meeting where they had department wide metrics at below 5. So even though you and your team may make them, that it not representative of the department as a whole. Better go check the last snp team meeting PowerPoint again before accusing people of not being truthful.
Like 1loc said, not everyone is cut out to do this job. It is fast paced, there are a lot of requirements and you have to work a full day to get the job done. Not everyone is able or even wants to do that and that's ok, but they should look for a position more to their liking rather than stay here and complain.
Last poster, not true we've never met metrics since going hourly because overall we have for some time. There are some who don't consistently meet metrics and everyone has off days here and there, but you make it sound worse than it is. Five contacts a day is not too high either if you're putting in a full day of work. I meet metrics most days as does the rest of my team.
Snp is difficult. You do need to be organized. You will need lots of training, but once you get it, its fine. I will tell you, as a snp department, the metrics that have been set have not been met since we switched to hourly so thats always hanging over our heads but nothing more we can do because the metrics are set too high. Quality is larely based off subjective views. Just lay low and play the game if you want to stay. Youre definitely needed and welcomed, but the posts about people being stressed and frazzled are there for a reason. It is a very high demand and high stress job.
What? Isn't everything at Humana rigged - like Bruce Broussard's pay check?