I work a at home call center job, taking calls for patients and scheduling them for doctor's appointments. The job is ridiculous at times, and when the calls are coming in back to back they only give you 9 seconds in between calls. Now this barely gives you enough time to even take a sip of water before needing to take the next call, but doesn't take into account all the documentation you have to do during and or after the call. So if a patient calls and has something that you need to make a message for the doctor, it can be a very lengthy process. But if you put yourself into what's called extended wrap up, you won't get any calls but you are considered “out of adherence.” This counts against you as you have to be at 90% adherence or higher. So just to do your job correctly oftentimes makes you “out of adherence”. Also, let's say that you are scheduled to take your lunch at 12:00 noon, well you have to take calls up until your lunch break, but if you happen to take a call at 11:59 and it takes 10 minutes to complete the call, you are now 9 minutes “out of adherence”. So then you have to take your 30 minute lunch break, because it's against the law for them not to give you 30 minutes, but if you were 9 minutes late to taking the lunch break, the last 9 minutes of your lunch is also considered “out of adherence,” because you are not taking your lunch break during the exact time that they scheduled it for. So that would actually lead you to being 18 minutes “out of adherence”. This also happens for your scheduled breaks, and your clock out time at the end of the day. I don't even know how this could be legal, seeing as how they are forcing you to do the job a certain way, but that way leads you to being “out of adherence.” You are also considered “out of adherence” if a patient calls you and the line disconnects, and you have to call them back. So that entire time you're on that call is considered “out of adherence”. And it's also considered “out of adherence” if you have to leave the phone to go to the bathroom. Or if a patient calls and hangs up before they even say anything, you have that nine seconds before you're “out of adherence”, but you have to document the call even though no one spoke at all, which also leads to you being “out of adherence.”
I hate this job and would quit immediately if it wasn't for the fact that I have to have a work from home job to be home when my kids get off school, wife is a nurse and the 12hr shifts mean she can't be here.
(Edit note)I feel like if anyone is fired for being “out of adherence” there's no way their business practices would stand up in court.