CSR's and the CSC

[Anonymous]

If the location you work at has only 1 PST, the LCM, 1 CSR and a part time Respiratory therapist, how likely is it that they would let the CSR go? (meaning the locations that have rolled into the CSC). Would they keep the CSR on in that type of situation??

 

[Anonymous]

If the location you work at has only 1 PST, the LCM, 1 CSR and a part time Respiratory therapist, how likely is it that they would let the CSR go? (meaning the locations that have rolled into the CSC). Would they keep the CSR on in that type of situation??

Very likely. This happened at several locations a few weeks ago. The LCM is salary so they get the job done with no overtime pay. Hunt another job.

 

[Anonymous]

Very likely. This happened at several locations a few weeks ago. The LCM is salary so they get the job done with no overtime pay. Hunt another job.

Thats exactly what Ive been doing, but so far,no luck. In any event, I guess my question is, if they get rid of the CSR (with only 1 PST and 1 LCM and a part time CRT) how could the PST and/or the LCM take PTO? If the CSR is gone, and the LCM wanted to take some PTO, or the PST, would they have to schedule their PTO based on when the CRT would be there?? I'm just curious how that would work with no CSR? and by the way, thanks for the answer!

 

[Anonymous]

Very likely. This happened at several locations a few weeks ago. The LCM is salary so they get the job done with no overtime pay. Hunt another job.

Thats exactly what Ive been doing, but so far,no luck. In any event, I guess my question is, if they get rid of the CSR (with only 1 PST and 1 LCM and a part time CRT) how could the PST and/or the LCM take PTO? If the CSR is gone, and the LCM wanted to take some PTO, or the PST, would they have to schedule their PTO based on when the CRT would be there?? I'm just curious how that would work with no CSR? and by the way, thanks for the answer!

Sounds as if Rotech is setting the stage for CSR's that are left to move around in their direct area to do the coverage. It will be said in such a way that you will be given the hint you either embrace the new idea or you are out the door. Nothing more than recent RIF's to put fear into who is left with doing what corporate wants

 

[Anonymous]

This place is just one hot mess of an out of control train on a crash course. Yeah, the company may still, some kind of way, stand in some sort of capacity but not to benefit the employees lowest on the totem pole and at the location level. If you are looking for a career, long term, well treated, and well paid for all that is expected of you and to support yourself, let alone a family, then this is not where you belong! I bet it would be safe to say that everyone should be putting their feelers out there to see what better opportunities are possible. Don't get caught off guard, be prepared and get out if and when you can. I took the signs of things to come, followed my gut feelings and got the hell out of dodge and do not regret it one bit! Now that I am in a job that has super long term goals and benefits and am paid more than what I feel I am worth and treated with more respect and appreciation than I have ever experienced makes me realize just what time I wasted with Rotech! Don't get me wrong, I am very thankful to have been able to have a job to go to, to obtain all the experience that came from my job there, and the wonderful people I was blessed to work with and am in no way a "bitter past employee". It's just that I am so very sorry that you all have to have such uncertain days and be so mistreated. I hope things do turn around like they preach it will and that everyone will be fine where they are and will not regret staying on with the company if that is what they choose. But, I am sad to say that I believe the chances of hitting the jackpot in a multi million dollar lottery are better than being certain they will keep people around. They have been lining up "replacements" for the bulk of the location staff with building their new "teams" (call centers and LLT) to "help" the locations..... Stay strong folks and hang in there. Don't believe all you hear and listen for the BS and you will see things much clearer! Of course they will do all they can to make you believe everything is fine and everyone is safe, they don't want a mass of resignations resulting in their having to struggle through an implementation that is already out of control!

 

[Anonymous]

This place is just one hot mess of an out of control train on a crash course. Yeah, the company may still, some kind of way, stand in some sort of capacity but not to benefit the employees lowest on the totem pole and at the location level. If you are looking for a career, long term, well treated, and well paid for all that is expected of you and to support yourself, let alone a family, then this is not where you belong! I bet it would be safe to say that everyone should be putting their feelers out there to see what better opportunities are possible. Don't get caught off guard, be prepared and get out if and when you can. I took the signs of things to come, followed my gut feelings and got the hell out of dodge and do not regret it one bit! Now that I am in a job that has super long term goals and benefits and am paid more than what I feel I am worth and treated with more respect and appreciation than I have ever experienced makes me realize just what time I wasted with Rotech! Don't get me wrong, I am very thankful to have been able to have a job to go to, to obtain all the experience that came from my job there, and the wonderful people I was blessed to work with and am in no way a "bitter past employee". It's just that I am so very sorry that you all have to have such uncertain days and be so mistreated. I hope things do turn around like they preach it will and that everyone will be fine where they are and will not regret staying on with the company if that is what they choose. But, I am sad to say that I believe the chances of hitting the jackpot in a multi million dollar lottery are better than being certain they will keep people around. They have been lining up "replacements" for the bulk of the location staff with building their new "teams" (call centers and LLT) to "help" the locations..... Stay strong
folks and hang in there. Don't believe all you hear and listen for the BS and you will see things much clearer! Of course they will do all they can to make you believe everything is fine and everyone is safe, they don't want a mass of resignations resulting in their having to struggle through an implementation that is already out of control!

I think you are 100% right. They can't afford to lose everyone in a location until Rotech is ready for them to leave. They will continue to use the staff and then not think twice about letting them go when it is convenient for them. Excellent observation.

 

[Anonymous]

Sounds as if Rotech is setting the stage for CSR's that are left to move around in their direct area to do the coverage.

CSR's to do the coverage of the PST's and LCM's???

 

[Anonymous]

Sounds as if Rotech is setting the stage for CSR's that are left to move around in their direct area to do the coverage.

CSR's to do the coverage of the PST's and LCM's???

No they would be covering for other CSR's, if there are any left. As far as CSR's covering for PST's and LCM's...that is nothing new in a location or two. Where there is a huge turnover of PST's the CSR's have been told they will fill in, even taking call or else! When you have a family to feed or even just yourself to pay the rent, you do what you have to until you can get out.

They have done the same for the LCM's too. Some of the LCM's were so bad the CSR's and or the PST's needed to do the day to day ordering to get it under control. Keep the "binders" up as directed by the company and etc. LCM's that are very close to their "AM's" just don't go anywhere and nothing get's done...until they get an AM that really does their job and cleans house.

 

[Anonymous]

No they would be covering for other CSR's, if there are any left. As far as CSR's covering for PST's and LCM's...that is nothing new in a location or two. Where there is a huge turnover of PST's the CSR's have been told they will fill in, even taking call or else! When you have a family to feed or even just yourself to pay the rent, you do what you have to until you can get out.

They have done the same for the LCM's too. Some of the LCM's were so bad the CSR's and or the PST's needed to do the day to day ordering to get it under control. Keep the "binders" up as directed by the company and etc. LCM's that are very close to their "AM's" just don't go anywhere and nothing get's done...until they get an AM that really does their job and cleans house.

Or on the other hand, my LCM has filled in for every position in the location except as an RT while their responsibilities were done after hours or on the weekend. This has happened counless times and for weeks at the time while employees were on FMLA or PTO. Other locations rarely had spare employees to send to help. Not all LCMs sit on their butts in their office. No help offered from the AM. They were too busy taking their PTO.

 

[Anonymous]

Or on the other hand, my LCM has filled in for every position in the location except as an RT while their responsibilities were done after hours or on the weekend. This has happened counless times and for weeks at the time while employees were on FMLA or PTO. Other locations rarely had spare employees to send to help. Not all LCMs sit on their butts in their office. No help offered from the AM. They were too busy taking their PTO.

Or, my LCM stays on her cell phone talking to friends, relatives etc, leaves to go "run errands" , (meaning the grocery store, Wal-Mart, etc) and has been known to leave after lunch for the rest of the day to "get the housework and laundry done". I could go on, but you get the picture. That's why I am VERY actively looking for another job.

 

[Anonymous]

Or on the other hand, my LCM has filled in for every position in the location except as an RT while their responsibilities were done after hours or on the weekend. This has happened counless times and for weeks at the time while employees were on FMLA or PTO. Other locations rarely had spare employees to send to help. Not all LCMs sit on their butts in their office. No help offered from the AM. They were too busy taking their PTO.

Or, my LCM stays on her cell phone talking to friends, relatives etc, leaves to go "run errands" , (meaning the grocery store, Wal-Mart, etc) and has been known to leave after lunch for the rest of the day to "get the housework and laundry done". I could go on, but you get the picture. That's why I am VERY actively looking for another job.

did your LCM's name start with B.........with a 2nd letter U.........and with a last letter H?

 

[Anonymous]

Or on the other hand, my LCM has filled in for every position in the location except as an RT while their responsibilities were done after hours or on the weekend. This has happened counless times and for weeks at the time while employees were on FMLA or PTO. Other locations rarely had spare employees to send to help. Not all LCMs sit on their butts in their office. No help offered from the AM. They were too busy taking their PTO.

Or, my LCM stays on her cell phone talking to friends, relatives etc, leaves to go "run errands" , (meaning the grocery store, Wal-Mart, etc) and has been known to leave after lunch for the rest of the day to "get the housework and laundry done". I could go on, but you get the picture. That's why I am VERY actively looking for another job.

That is nothing.....our LCM was busy kneeling for her AM's and they were only to willing to let her "shine their shoes". Try and get someone to listen when she would go off the wall breaking rules all over the place. Nothing get's done. Well, ok not nothing. She just shined their shoes again...and again....and again.

 

[Anonymous]

did your LCM's name start with B.........with a 2nd letter U.........and with a last letter H?

No, it does not, you mean there is another LCM who does the same crap that my LCM does? lol

 

[Anonymous]

did your LCM's name start with B.........with a 2nd letter U.........and with a last letter H?

No, it does not, you mean there is another LCM who does the same crap that my LCM does? lol

(Did)

 

[Anonymous]

(Did)

Oh ok, well the other poster said it correctly, the place is one hot mess, esp. the new "call center and LLT"

 

[Anonymous]

It's not just the Call Center...
Listen this company is dying on the vine.
Your watching a company destroy itself. There is no more strings to pull, no more trump cards. It's over.there is not enough cash on hand to operate much longer. No one is going to risk loaning us money and even after the bankruptcy there is still to much debt for a buyout .
No job is safe , LCM, CSR, PST, AM,RM.. It's coming

 

[Anonymous]

It's not just the Call Center...
Listen this company is dying on the vine.
Your watching a company destroy itself. There is no more strings to pull, no more trump cards. It's over.there is not enough cash on hand to operate much longer. No one is going to risk loaning us money and even after the bankruptcy there is still to much debt for a buyout .
No job is safe , LCM, CSR, PST, AM,RM.. It's coming

What exactly is coming? I understand that there is too much debt for a buyout, but what exactly are you saying? I'm not the sharpest knife in the drawer, so I need it spelled out lol!

 

[Anonymous]

It's not just the Call Center...
Listen this company is dying on the vine.
Your watching a company destroy itself. There is no more strings to pull, no more trump cards. It's over.there is not enough cash on hand to operate much longer. No one is going to risk loaning us money and even after the bankruptcy there is still to much debt for a buyout .
No job is safe , LCM, CSR, PST, AM,RM.. It's coming

What exactly is coming? I understand that there is too much debt for a buyout, but what exactly are you saying? I'm not the sharpest knife in the drawer, so I need it spelled out lol!

Big RIFs. Once the call centers are running correctly then less personnel will be needed at the location level. Locations could be combined if close enough to have a central hub. Less locations, Fewer LCMs, fewer RMs needed to manage fewer locations and the list could go on. If they are really looking at saving money then that would really be a money saver. They could hire a few more PSTs in the hubs with the money saved on store rent and LCM and RM salaries

 

[Anonymous]

Big RIFs. Once the call centers are running correctly then less personnel will be needed at the location level. Locations could be combined if close enough to have a central hub. Less locations, Fewer LCMs, fewer RMs needed to manage fewer locations and the list could go on. If they are really looking at saving money then that would really be a money saver. They could hire a few more PSTs in the hubs with the money saved on store rent and LCM and RM salaries

Ok, I see what you are saying, but I do have to say the CSC is still screwing up the tickets, orders etc and my location has been rolled into the CSC since October. They are still making the same mistakes over and over, Im not sure if or when the call center will be running correctly, who knows? I guess with some more time those gals MAY get it right. Thanks for the explanation!

 

[Anonymous]

Big RIFs. Once the call centers are running correctly then less personnel will be needed at the location level. Locations could be combined if close enough to have a central hub. Less locations, Fewer LCMs, fewer RMs needed to manage fewer locations and the list could go on. If they are really looking at saving money then that would really be a money saver. They could hire a few more PSTs in the hubs with the money saved on store rent and LCM and RM salaries

Ok, I see what you are saying, but I do have to say the CSC is still screwing up the tickets, orders etc and my location has been rolled into the CSC since October. They are still making the same mistakes over and over, Im not sure if or when the call center will be running correctly, who knows? I guess with some more time those gals MAY get it right. Thanks for the explanation!

As a rule, Rotech has not been proactive but rather reactive. They roll out programs such as e intake and the call centers and rather than take the time to work out most of the kinks before implementation on a big scale they rush into it and have to back peddle to correct problem after problem. They ask for the locations to start collecting copays and deductibles but have nothing much in place to make sure the billing center doesn't screw up when applying the payments to the correct accounts. The BC has so much turnover that it is going to
be a big train wreck there when they try to apply patient payments before the insurance had been billed. Can't wait to see what kind of issues that will cause. That's OK, we will see it on the Monday Morning Hit list.

I agree that the CSC is still creating a lot of problems for the locations. Not enough training and it is not the fault of the newly hired CSRs. It doesn't take long to learn the basics of eintake but it takes a while to learn the rules and requirements of insurance companies and all the other things that go along with becoming a great CSR.

Do the best job you can in your location, learn as much as possible. Hopefully it will be appreciated in your next position.