Staff at US federal contractor Maximus claim they only get six minutes a day to use the bathroom, are monitored by an AI system that reports them for going off script, and can’t afford health care.
Katherine Charles’ work days are relentless. She’s one of thousands of call center workers who help Americans find suitable health insurance as part of the Affordable Care Act, or ACA. Charles spends all day on the phone, with only a six-minute daily allowance to use the bathroom. She also gets two 15-minute breaks and a 30-minute lunch period.
should know? Email the author at [email protected] or contact her via Signal on +1 415-340-1483. protects the confidentiality of its sources. On top of the stresses of medical bills, call center employees must put up with frustrated, irate, and at times abusive callers. “I’ve been called everything but my actual name,” says Christina Jimenez, a Maximus employee who handles support for Medicare recipients from her home office in Hattiesburg. Employees who let their upbeat, professional demeanor slip face the prospect of poor customer survey ratings and the discipline that entails.
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