The Passion of the Customer Servant

Well fellow journalers, unfortunately, I have more crap to report from the Cue Continuum. I got my second quality write up on Thursday, for transferring a doctor to prior authorization when he specifically asked me to do just that, and after he had given me his name. But this time, the disciplinary action wasn’t administered in the monitoring room. It was administered on the floor, at the supervisor desk, in front of G-d and everybody. Quite humiliating. I tried to fight it. I turned what my stuporvisor was probably thinking would be a ten minute incident into one that lasted over an hour. When my stuporvisor said that I was given a 51.11 by quality for the above-mentioned call, and that he was giving me my written warning, (to my recollection, it was supposed to be one summary of discussion, one verbal, one written, and then you’re gone, but apparently I’m wrong. It’s one verbal, one written and then you’re gone), I protested as much as I could. Quality said I insisted on transferring the doctor to PA. Apparently saying “Let me transfer you to prior authorization” is now insisting. Quality also said I didn’t get his information. He gave me his name. What was I supposed to do, keep him on the line, get all his information, even though he specifically asked to be transferred to PA, only to have him repeat his info again? That would make three times for him to repeat his info. Apparently, however, I’m to do just that. And when I asked if my overall record would be considered when and/or if it came to the point of “termination” (after all, I have a quality score of 100 percent, with the exception of the two calls that quality has given me below 90 on, I’m always there, on time, and I do my work without complaint), and I was given the corporate version of no. I took it all the way to Jeff, who is the business manager, and got the same answer, and was told that ‘This is written in stone, and was decided by management, Express Scripts, and Human Resources. If you want to dispute it, you can go to Human resources.) In other words, Jeff, Dionne, and Miguel negotiated it, and Convergys aggreed to sacrifice its employees for the sake of Express Scripts’ pleasure and in order to keep the contract. We all know what will happen if I go to HR. They’ll fill out a paper, saying they’re investigating it, and it’ll go nowhere. Meanwhile, I suppose I’ll just have to remember not to trust my own judgment, because no matter what I have for a record, and no matter how hard I’ve worked, I’ll get shit on in the end, and canned if I don’t. I’ll just have to start asking tons of questions as well, so I don’t run the risk of running afowl of the almighty quality gods. And as if that’s not enough, the database has been “upgraded”, and as a result I get a big, huge long java eror whenever I try to do an override, and they’re blaming it on Jaws, and it’s apparently my responsibility to fix it, since I’m the only one who uses Jaws, and if it’s not fixed, I’ll probably be told that it’s best if I resign. For those who don’t know, overrides are a large part of what we do. I’m telling you right now, if they fire me, I’ll make a huge scene. If they’re going to escort me off the property, I’m going to give them a reason to, and I’ll make them go so far as to call the cops. I hate working for a company that treats its bottom-rung employees like shit, and where even the supervosirs will stab you in the back. When it came to my write-up Thursday, my supervisor went to John, who was my trainer, and apparently John told him that we’re not to supposed to transfer doctors to PA when they ask to be transferred. Only I’ve had several other agents who have worked there almost as long as I have tell me that we can do that. Fucking liberal bastard! For one thing, I don’t remember him even addressing that in training. Furthermore, like I said, I’ve had several agents tell me that what I did was correct, so if it’s not, when why aren’t more people being written up by quality for the same thing? I’m not a conspiracy theorist, and I always try to give people the benefit of the doubt, but all this week has done is to reinforce my belief that they’re gunning for me, and they’re not going to stop until I’m gone. Yeah well, when they do finally get rid of me, I’m going to make sure that they create a martyr. I’m not going quietly, or meekly. I’m going to be extremely vocal about it. So, if any of you here about me getting in trouble with the cops, don’t be surprised.

Feel free to comment with your thoughts, as well as oppinions.


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