I’ve been in the insurance industry since 1997. I’ve worked at different companies handling different kinds of claims. I’ve been exposed to all kinds of management processes and styles. Every few years, these companies want to “reinvent the wheel” in terms of customer service. We are currently going through this right now.
A few months ago, we implemented a new management system. I don’t want to get into too many specifics (for obvious reasons), but one aspect of this is that each team has a dry erase board that sits out in the open. Like a huge one that you’d see in a football locker room. On these boards is the name of each team member, and then next to it certain metrics. We have to keep track of how many new claims we get each day, how many we close, set targets for different things like negotiations and how many claims we want to evaluate. In addition, we have to indicate how we feel about that work day, by using a colored dot – either red, yellow or green. The board also contains important news and announcements. Every day we meet at the same time for 15 minutes to discuss this board. If you need help from teammates you can ask for it, etc.
Needless to say, people are tired of this. All this info is up there in the spirit of “transparency,” but half the time people are lying. I walk by boards and see green and I know for a fact that the person is miserable. People are scared to say how they really feel, even though they are told there are no repercussions.
Right now everyone is stressed and overworked. We are getting slammed with new claims. One coworker just went out on leave starting today. We don’t know how long she’ll be out. Another is transferring within the company and has two weeks left. Their files have to go somewhere…which means they will be split between the rest of us. More work. Yay! On top of that, they’ve started this initiative that no matter what you’re doing, is the phone rings you need to stop and answer it. Right. Is this a call center or are we handling claims? When you’re in the midst of something difficult, stopping to take a call can totally jack up your concentration. But whatevs.
I’ve had enough already. I’ve spent the months since I returned from maternity leave busting my azz to go above and beyond, and I’m tired. I value work-life balance, and I wasn’t getting it.
On Tuesday, my unit leader made me so mad, I was feeling like this:
Her shenanigans are a WHOLE OTHER BLOG POST. I told her that I am done. Ain’t no extras. During my scheduled work hours I will work my azz off, but I’m leaving on time every day, I don’t care who doesn’t get called (this all stemmed from her IM-ing me in an accusatory tone about not taking someone’s phone call when she knew we had been in a bullsh*t meeting for an HOUR and then I was in the mother’s room pumping for the next half hour). I have left on time every day since and I love it.
I take pride in my work, but you’re not going to take advantage of that and treat me like a slave.
I hope at some point, they will realize that it’s enough already. People are wearing thin. We can’t afford to have anyone else quit. But I guarantee you that almost everyone is looking for new employment.