Pros
They offer something called Zero for free as a benefit to get certain medical procedures/surgeries for free. But, this is needed because their health insurance is so terrible, so not really a great benefit.
Cons
One of the toughest parts of the job was the constant supervision, which often slowed things down and made people feel undervalued. A good example was the rule that everyone had to reply to every email sent to the team with “got it,” even if it wasn’t relevant. With hundreds of emails coming in every day, this meant a lot of unnecessary communication, which wasted time and made people’s inboxes super cluttered. As professionals, we should be trusted to take care of our own work without having to confirm that we got every message to the whole team. In my case, the micromanagement went even further. My manager often stepped in when I was working on support tickets, and sometimes they even made mistakes that I had to fix. This not only messed up my workflow but also created unnecessary problems. It seemed like the company didn’t trust the team to do their jobs on their own. If people are hired for their skills, they should be given the freedom to work without constant supervision. The office was always super loud and distracting, which made it hard to focus and stay productive. Also, I don’t think the NAF area was accessible to people with disabilities, which is a big concern about inclusivity and making sure everyone can work there. Even though I’ve been working at DH Pace for over six years, I never really felt comfortable or supported in that environment. The pay at DH Pace seems to be a major problem when it comes to attracting and keeping good people. If the company is so proud of how much money they make—they often say they’re making over a billion dollars a year—then they should show that in the form of fair salaries and good health insurance for their employees. I’ve noticed that experience and loyalty don’t seem to be rewarded as much as they should be. This is especially true when it comes to employees with disabilities. It’s not only unfair, but it also goes against the values that the company says it stands for. I also found a coworker who wasn’t doing their job for months, and guess what? I ended up getting their whole territory, and they got a raise! This happened more than once. One really frustrating incident was when I had a medically necessary surgery scheduled. I was told it wasn’t a priority and asked to postpone it until after another team member’s procedure, which was two weeks later. The reason given was that two people couldn’t be out at the same time, even though this happened all the time. In fact, during that colleague’s recovery, another team member was approved for vacation, which shows how inconsistent the policy is. I really didn’t enjoy my role as an AC. The pay is not great, and they often treat us like we’re just there to support multiple departments without being recognized for all the work we do. We’re expected to explain projects to the projects team in detail, even writing emails that say the same thing as the tickets. But even though we’re told to make detailed notes on different platforms, those notes are often overlooked, which means we have to answer the same questions over and over again and waste a lot of time. We also have to create billing notes, but then billers come to us and ask if we should follow the notes we’ve already given them. In one case, a biller was messaging me all the time to do basic math for her. On top of all that, we’re often asked to fix mistakes made by Customer Service Representatives and walk them through processes using cheat sheets. All of these responsibilities, combined with the lack of support and recognition, make the role really tough and not worth it.