Big Insurance Managers

[endlesssummer]

Hi all,

I've been managing a team of remote telephonic case managers with one of the big three insurance companies for the past two years. I have a hard time explaining to laypeople what I do, and I don't know anyone else who has a job like mine, so I don't really have anyone to vent to or bounce ideas off of.  

It's a great job, I make good money, I work from home.  I know how blessed I am.  However, the way our department is set up is like a call center, and the nurses have to meet metrics and efficiency goals.  Calls are recorded, we use an outbound dialer etc etc.   We do complex case management for a certain employer retiree group, and our members are sick.  So there's a balance between actually doing care coordination and case management the way it should be done, and being efficient and calling as many people as possible. We have Workforce Management watching the queues and they IM me whenever someone is taking too long on a call or sitting in after-call work too long.  Our leadership team are all non-clinical business people.  I struggle with treating my nurses like customer service representatives. I have professional staff, most are board-certified with a ton of experience, many have master degrees, and  I know it's degrading to have someone IMing them when they are on the phone and rushing them along. 

I'm not really looking for advice, just hoping to find someone else who manages a remote team like I do with the same kind of performance standards, who might understand how I feel.   As good as I have it, I can't help but feel some days that I've sold my soul to the corporate devil. Anyone feel the same?

 

[NurseInCbus, BSN]

I  can't answer any of this, but have applied to the positions you describe recently and would love to hear more about your position.  Do you like it, despite the drawbacks you touch on here?  Does it allow a life balance for you?  Feel free to ping me offline if you'd prefer.  Thanks!