How is the new IT group working out? How about the other services that Molina has outsourced?
61 replies (most recent on top)
Methinks from reading the responses that management or It has taken to posting periodically to this tread. We believe it is good that new IT organization or HR post that they are doing well.
More good work coming out of the new and improved IT. Thank you all for the wonderful support.
I work in Ohio and I have no issues with IT. Always supportive. Just my experience though...
Now, what’s happening in August?
Should read the Ohio comments on IT not good. It is so interesting that only MHI management is positive on IT performance not those doing the work!
Really proud of the current IT team. I’m a director and I have to say, well done. Great job supporting my team. Get up the good work!
The old slugs were fabulous and committed to a mission. The new outsourced team is not performing and we r having tremendous issues. The truth is that we are busy resolving our IT issues and looking for a better work life. Just telling it like it is.
The new It is still having severe issues. A great deal of messaging from corporate on this tread. On track acknowledges there are issues and service is not good. Molina was more than metrics and sending jobs overseas. The masses know what is accurate. Please change the name.
Extra kudos to the new and improved IT team we have. Making great strides to get us back on track. Thank you for all you do, it is much appreciated
Change is hard. It’s not about listening, it’s about getting back to work. Molina will continue to exist, it’s not all doom and gloom as someone previously said.
Let’s get back to work and turn this ship around. we have JZ now, as we have sent the brothers free as well as the gym rat, for new opportunities. Let’s re-group and get back to work.
This exactly proves the previous comment, who ever made the recent comment is very clearly saying don't complain on issue just used to the issue and move-on or find a new job. This is the problem with the new management, they don't want to solve the problem or listen to any comment/concern. We are all ready to work with managed service where is the leadership that can listen to the issue. Who are you say find a job and move-on, don't you want to listen to concern?
I’ve been working personally with the managed services group. It’s not all doom and gloom, and I’m not part of the management you speak of. Time to get on board and support the cause, or simply seek employment somewhere else. I’m sure if you seek employment somewhere else, it will be much the same to some degree.
Now, get on board and let’s make Molina great again!
There are two type of group in this forum, one IT management saying everything is green another group telling some facts. Managed service has not clue what they got into, There are issues across, no one want to tell managed service the challenges, it seems they have connections everywhere. I think the delay, issues will become part of Molina IT service moving forward.
Same here. New to Molina so nothing to compare it too. Great support getting me on boarded. Kudos to Molina IT!
I have to admit it, great support today from IT. Seems like they are turning it around.
Change is difficult and outsourcing is an exceptional change. Going to an model outside the US is more thana change as it represents culture, language and methodology differences not to mention lose of US jobs.
I always hate calling this department. I mean Molina IT is the worse, always has been. Let’s face it, nothing new here. I have to admit I called today and the service was good, not great but more acceptable than the past. Just my observation. Perhaps we need to outsource more and get rid of all this dead weight we continue to keep in all areas. What a disgrace some of the areas are.
Of course it’s cheaper. Your really just figuring that out now? Have you ever worked at another large healthcare firm- I’m guessing little or know experience here? Wake up and embrace change or get out. It is was it is regardless of service levels, with or without you. It’s always difficult when you change to an outsource model.
Who are the clients being focused on as mentioned. It is not CMS or states as jobs are being outsourced overseas. Not those of us at the health plans as we continue to experience issues. Some on this board believe things are great with some now pointing to guess what ... we are saving expenses. Sounds like messaging and “talking points”.
I had a great experience today. My call was picked up, and resolved in 5mins. Great support today and great turn around on my issue. Really appreciate IT making my job simple!
Your right about the spending, big issue. The department seems to be transitioning to a customer focus model which is tough in times of change. A new outsource is always going to impact the org on a cultural level. It seems in the past weeks that the department will be much better off then in previous years where the service was horrible from my standpoint so I’m unsure how others see this change as worse. Much better today than yesterday
Everyone are concerned about wait time, no one is bothered to look into the IT spending. IT revolves by unnecessary spending. The previous IT team spend multi-million on tools, automation all those spending are going to drain with new IT spending multi-million on new products. No one can speak against the managed service, 'work with them' is the message. In fact managed service is in the driver seat, who gave that power to them...
All C-level do not talk in same language...
It does appear Executive team members are posting which is certainly their right to post misleading information to continue their existence. It is also appropriate that those speaking the true such as 1vkd is a balanced point of view. I appreciate both views as the below post at least acknowledges there are issues even though they express limited confidence. Perhaps asking the last firms that the CIO jumped to performed and turned things around might provide insight.
I think the call volumes was handled well this week, and things are improving much. Some tickets are quick, others are not. dept is running about as best they can, and service is really improving for the better. Amir should have things turned around soon and we will see an uptick in service levels, and the response time should improve as well. Hang in there
Hmmm... Seems like the same corporate lackey is creating posts to make it seem like everything is ok in IT. Well, it's not. The give away is that all the positive posts have a ( - ) used instead of a ( , ) to correctly create a sentence. Read for yourself and see what I'm saying. Stop trying to make it look like this outsource was a great thing, it's horrible. IT wasn't great before, but it's far worse now. Issues before were because of lack of communication between the various IT groups, now it's because either groups don't exist or don't know what they are doing. There is now very few people in IT that's still in the US. All the rest are now in India and Philippines. So, now we are left either with people that don't know how to do their job or people you can't understand. This outsource was the worst idea ever. I am a current IT employee with Molina that was basically kicked to the curb and picked up by one of the two outsource companies. I'll be interested to see what happens when some of the plans start to file formal complaints against corporate for the poor services they are getting. Think I'm kidding? Just wait and see. We in the local IT hear things. And that's the problem with corporate, they don't listen to us.
I also called the helpdesk this week. Hold time was a little longer than I would expect- but wow- the service! Very quick to address my issue. I was really happy and surprised. Now they just need to handle the call volumes. Let’s embrace them for a positive change
Looks like HR and management are monitoring this tread. I had 2 issues this week - still not resolved. For those of us looking to do our jobs - it is not better. We are attempting to understand how the posts below are happening and you have time to post when many of us at our health plan complain of being on hold. The two thoughts are perplexing. I personally do not know the CIO mentioned below so if our firm wants to bring back this type of person - it does not affect me. What does impacts me is the level of service. I would like to see our health plan be a great place to work so I support help and positive action. Most of us are still upset with the loss of the Molina’s.
I never thought our IT was any good...period. I know people are going to get crazy- but I had a request in to move some of my staff around- and the response was excellent. Not only that- they showed up prepared- what a concept. So, the service for me this week was steps above what I have seen over the past few years.
Good job guys- we finally have a 7 stars team here!
I just called the helpdesk because I was blue screening when I came in today. I was placed on hold a bit longer than I remember in the past- but they had me back up and running in 7 mins! Kind of like 7 min abs workout!
Thank you IT- five stars coming your way
As a current IT employee (that was outsourced), the current state is worse than before. Wait times are horrible and the new service desk (all in the Philippines) knows nothing except how to reset passwords and unlock accounts. Our ticket queue is loaded with tickets that they "should" be able to resolve, but are not knowledgeable enough in IT to do so. It's not poor training, it's poor hiring. Service desk should be able to resolve most issues, but can't. Users complain about long wait times (longest was 1 1/2 hours) and either get no fix or their ticket gets shoved off to someone else that's just as clueless. Eventually gets tossed into desktop services queue to sit with no updates to help DTS to understand what has or has not been done. The other thing that's happening to fudge numbers is that if the service desk tech (I use the word tech loosely) has not resolved the issue in 10 minutes, they shove you off to someone else for the next 10 minutes or hang up and call you back. All of this is done so that they "Look" like they are doing a great job and are taking in high volumes of calls. All the positive comments I've read so far about how this is better than before is someone from corporate blowing smoke up your butt. This is not better than before, it's far worse and if something doesn't change, people (IT) are going to start leaving. Let's see well things work when the people that ACTUALLY know what they are doing leave and are replaced with more low paid, no knowledge workers. I see a company swirling at the bottom of the bowl. Stop wasting your time posting on here corporate lack, get to fixing the problems. Because writing on here is not doing it. I applaud all who have commented on here that tell the truth about how things have gotten worse. Keep it up!!
40 minute hold yesterday. Credit card query hold after 5 pm was less than 1 minute.
I’ve also called IT over the past week without issue. I didn’t have any issue and it was a client services issue. I’m sure at some point I’ll have an issue- but isn’t that expected? Ever called any of your big creditors? Never had an issue? Not saying we should have issues but more people than not are lifting and embracing change in this area for the good. Let’s be realistic. It’s not all doom and gloom. Let’s come together and work to get back on track- I’m sure if we do our former brothers will still be proud to have their name on our company.
Tried the IT for help- was on hold for an hour to only give more help than I received and still waiting for call back. It is great to offer to give IT more time until you are the one not able to get your work done. IT is much worst from the client facing people’s view!
Looks like our management is posting comments. To those still willing to post the true do not be discourage continue to post the true. Remember we and the Molina’s grew this firm; be proud of your accomplishments.
I don’t know anything about the management of the dept. but like the previous posts- I received great service not once but twice in the last week. Not trying to say they are great- but it’s the best customer service in the past 4yrs!
Certainly respectfully disagree with the prior statement. IT is not progressing and the basis of the commentary is based not on the change but the performance or lack of. Our Clients are concerned and patients are leaving.
We agree with Z0hn7yw-eqtn. Please do you research in the IT industry with regard to highly respected. "Give it time" is a worn phrase that translates into please wait to be replaced. The current CIO was not respected in the prior IT firms servicing Medicaid states so we are unsure of the comments below. It is well documented the issues he had at Molina and to hire him again speaks for itself.
I still have no resolution to a ticket I submitted two weeks ago. One person tried and could not fix the issue.
They are excellent so far!! Dept is a lot better now!!!
I will say that I called them and got a callback pretty quickly. I have used them twice.I have never waited more than 10 mins on hold. Computer c-apped out on me the other day - called them with the issue and they reported it and put in ny ticket. The guy even sent me a Jabber to see if it righted itself the next day like we agreed that I would do (making sure it wasnt just a quirky thing), told him nope. He said he would send me a new one. Well I thought 3days max I would wait - no lie, next day there was a brand new laptop on my porch. I have to say thus far I am haply with them.
The IT is outsourced local jobs which is the reputation and the basis of a settlement. Molina had a great reputation with clients 4 years ago - one wonders what it is today.