Pros
Good pay, remote work, great coworkers among other coaches. Everyone I work with directly is really, really amazing.
Cons
It's a corporation and they absolutely do not care about balancing the work load, having organized processes, or helping the people they "serve." We are expected to complete calls in 55 minutes or less, but the initial assessment calls take at least an hour and charting on them takes a minimum of another 30 minutes. But they expect calls to be fully completed in 55 minutes, otherwise your productivity is dinged. You have to meet 100% productivity and have at least 85 cases ongoing. They complete chart audits, member engagement audits, motivational interviewing and clinical knowledge audits. Chart auditing is performed by people who have no experience coaching, so they do not know what we actually do. The chart auditing is purely to evaluate compliance, metrics, etc. for the Medicaid plans. If you get less than a 97%, it is considered a failure. One minor mistake leads to a failure. It is ridiculous and impossible considering the amount of detail and speed they expect you to work at. They are short staffed (of course) so all coaches are constantly being asked to help with other teams assessments. The initial assessments are scheduled on a group calendar that's just "up for grabs" for all coaches instead of being scheduled as actual times or appointments with a specific coach. This leads to a lot of ignored calls (no one likes having an appointment that could be any time within 5 hours) and imbalanced work loads. Charting is extremely extensive: medications have to be collected and input, then include an extra step of "reviewing"; you have to create a care plan and also type goals into your notes; every little element has to be updated each call or else you miss that one little point that leads to a failed audit. Nothing about the job encourages good coaching, it's all about numbers.
