The training program was not terrible but it definitely could be improved upon. Almost every page in the training manuals has some misspelled word or error in grammar. At the end of training you are sent home to work and are promised a specialist will be available to assist you. Sometimes you have to wait a long time for a response from a specialist and many times you don't even get a response. What you do get is constant emails telling you to "use your resources" and to "de-escalate" the callers. The specialists do everything possible to not have to take a supervisor call. If you happen to be working until 7pm there are not even any specialists available at all.
The auditors are so picky that they give deductions for clearing your throat, having "dead air" ( but if you make small talk they tell you to avoid small talk), and placing callers on hold. So basically we are supposed to pull the answers out of thin air because we can't place callers on hold or look up an answer while on the live call because that will create "dead air", and we can't fill the dead air with small talk. It is a joke. They give deductions for things that we don't even have in writing, but when we send an audit rebuttal they
"uphold" the deduction. Many of us feel as though we are being set up to fail or quit.
The claims process is ridiculous. Most claims are in "audit review". The customer service reps are constantly having to offer lame excuses for the lack of claim payments and getting abused by the providers on the phone. If we complain about a rude provider to our specialist they tell us that we can handle the call. It isn't a matter of "handling the call" it is a matter of respect. We should not have to be yelled at and interrupted by providers that are calling US for assistance. No one at this company defends us.
They tell us to go to our specialist or manager, but when we do, nothing is ever done.
I have had providers tell me that they would quit if they worked for KBA. They do not have any confidence in KBA.
All of these other complaints on Glassdoor are completely accurate.
I have worked in customer service and in the medical field for years. I have a college degree. I am treated like a child every day at this company with their condescending emails and ridiculous audits.
