I work for that company, but only for the last 9 months. Prior to that I did telephone triage for 5 years with another company. So I can kind of compare. i'll try to give you my honest opinions, the good and bad.
Intellicare is growing by leaps and bounds. They do buy out other triage centers, so I'm not sure if that's where the bad rep might have come from. They also land several new accounts every month. I can't quote exactly, but they have over 50 accounts. The good news is that makes them a very solid company to work for, no fears about it going out of business. The bad news is that's alot of accounts/clients to learn. Clients are private doctor offices, insurance companies, one section of the DOD.
They do allow you to work from home, in fact 75% of the nurses working for them do. I do. I love it. And if you move, you can take the job with you. That's huge bonus for me, as I plan to relocate this summer and worries about finding a job across the country are gone. If you are full time, they furnish your computer and give you an allowance to pay for your internet connection, which must be high speed. I had a second phone line installed and got an allowance towards that as well.
They record all calls, which most major triage centers should do. We have approved guidelines and a system for charting. There's not alot of free text charting, which makes it faster. My last job was almost all free text charting, which is slower and less exact. We also have approved sites and texts for referrence. And an researcher to get any info to answer questions we cannot find easily.
You are expected to take so many calls an hour, and handle the calls in a certain time frame. In fact, you must get the time of an average call down to 10 minutes, which I did find hard to do. Call times must be at 10 minutes average before you can "go remote" and work from home. It's very busy, calls are almost always lined up. So if you don't want to work hard, this is not for you.
After working for them for 1 year, they will compensate you the cost of taking the national triage exams, which I plan to do. They encourage their nurses to do this, which I thinks bodes well.
The down side? Because one works from home, they expect you to be pretty darn flexible with your hours. This has been a problem at times. I hired on as a evening nurse hoping to get days..which I did after 3 months or so. But every once in awhile, they still schedule me for late evenings and I find that hard. But they allow nurses to trade hours pretty freely. That aspect has improved since I've been there, but still could be better. They need to appreciate the fact that a schedule is very important to many nurses. I don't think they have yet to realize just how important this aspect is. My schedule really sucks sometimes, working till midnight and then back on again at 7am. Keep in mind I don't take a 30 minute break, so the chances for eating are pretty slim for those 2 days. I'm still going round on this issue. They say they won't schedule you with shifts any closer than 12 hours, but the same day I was told this, they scheduled me for shifts 7 hours apart. I'm still upset.
They do have a high turnover, and say they are working on it. Lots of nurses have this as their second job, as a way of making extra money. Working from home makes it an ideal second job. However, I am there full time, and it's my only job. I think some nurses leave because once they don't need a second job, they leave. Sometimes, I think schedules have been an issue. It still is a problem for me sometimes, but I have seen an improvement. 30 minue lunch breaks are optional. If you take one, there are not paid for. Most don't take them. Of course we do get 15 minute breaks as per law.
Once working from home, I do 4 9hours shifts a week. I am expected to be oncall the other 4 hours a week ( for a total of 40 hours/weekly) as part of the "privilege" of working from home. You don't get paid for oncall hours unless they are worked. I also think they expect alot in return for the 'privilege" of working from home. Sometimes too much, IMHO. I'd like to see this improve.
I took a cut in pay to take this job. I figure the loss in salary was offset by the money I saved in gas, wear and tear on my car, my commute time ( which was 45 minutes each way in rush hour), no new clothing ( I had to dress in business attire for previous job)....and like I said, I was wanting to work from home, and wanted to relocate. The fact I can take this job with me will allow me to move to a small town/city in Az without having go back to a hospital. A big plus in my book.
I had telephone triage experince prior to this, as well as disease management, and lots of years as a nurse on the floors. Intellicare is hard work, you're busy and sometimes the upper management can be a bear and not easy to deal with. But my immediate teamleader is great. It's hard to learn the rules for different accounts. For some accounts we page their oncall docs, some we don't. Some we book appointments for, some we don't. For some we send out educational materials, some we don't. It can be daunting.
I hope this helps. I can say I love working from home. I save 1.5 hours daily by not driving, my car will last a lot longer, no worries about driving in bad weather, I use very little gas now. I work in sweats and fuzzy slippers in the winter!