#services

What did they drop and what services were kept?

I’d like to ask for clarification around AHT expectations within Member Services. We’ve been told that AHT is not a primary performance metric when all other quality measures are being met, yet many of us are now being told our AHT is being closely monitored and even audited.

Can leadership provide transparency on how many employees have been written up or let go specifically due to AHT, particularly in cases where other key metrics—such as quality, compliance, and member experience—are consistently meeting expectations?

Additionally, what does it mean in practice when AHT is ‘not a metric’ but is still being tracked and acted upon? Understanding how this is being applied would help reduce confusion and allow us to better align with expectations while continuing to provide quality service to our members.

The main Miami Valley Hospital campus including the South campus does a overall poor job in delivering health care. I recently had a family member admitted to both campuses and was shocked what I witnessed there. A lot of the Nurses, including RNs are not adequately trained, or required to undergo reoccurrence training. I witnessed more than several nurses not knowing how to use specific medical equipment they should have been trained to use which was really shocking to see. It was obvious that more than some nurses didn't even know what they were doing. Several nurses, at both campuses should not even be in nursing or working in the health care field to start with. These nurses came off being rude, lacked compassion, couldn't communicate or even seemed remotely interested in what they were doing. As far as the quality of doctors go. Most of the doctors were poor in communicating. They also assign a Hospitalist doctor. There is absolutely zero value to patients having a hospitalist doctor, but I'm sure MVH bills insurance companies for them. Overall, I believe Miami Valley Hospital as a whole does a poor job in delivering health care to patients in need, due to a poor systems engineering approach they have in place plus, they have way too many people involved in a patients care; a lot of them are non-essential including Physician Assistants and some doctors. Most of these people, especially the PA's I observed, did NOT act promptly enough to bring in a Specialist when they should have because it was obvious the patients' medical needs were outside the PA's medical knowledge. I felt that one of the PA's in particular just liked to hear themselves talk; maybe it was an ego thing for this PA. The PA eventually did bring in a Specialist to provide medical care, for my family member but only after I and my other family member' instance from having been told by a good ER doctor, who had the ability to communicate well to do so. By the time the Specialist got involved and due to some setbacks at the fault of several nurses it was too late for my family member.
I am really disappointed in Miami Valley Hospital after witnessing my family members medical care there. I regret I did not take my family member to Kettering hospital instead.

“Verizon doesn’t have a problem with its products or services; it has a people problem” - a former employee who tags Dan

Home girl the service is inadequate, and many of us have had to say it was great while trying to improve it.

Let's be real

Layoffs are not the only problem as the clients are having a bad experience with this company. Rumors are some services are going to be dropped

What is the rationale behind newly formed Rev Ops under David Schmoock? Will it create overlapping roles and lead to WFR? Does it include any updates to Services group?

that's what they came up with?