WellReceivedReviews of wellreceived.com

My organization contracted with Well Received to replace our traditional answering service. This resulted in a major loss of function. Whereas urgent medical calls require high fidelity, WR's error rate is extreme. I rarely get 2 or 3 consecutive calls from them without a major error or incident. Many receptionists incompetent with no knowledge of medical terminology or the organization and frequently route calls to the wrong department and provider. When they called me instead of the correct on-call provider, I asked them to call the correct provider and they said they would but then did not. Patient messages are dropped. They can't be called back (their outgoing call number doesn't accept incoming calls). They can't do simple tasks like place another call five minutes later if a provider misses the initial call -- it's outside the functionality of their platform. Every message is handled by a different random person who knows nothing about your practice and organization. Maybe their service could be workable for a homogeneous practice with low urgency calls. But it's a very poor choice for any organization with more than one department or that has workflow instructions. If you need reliable, prompt message delivery or any ability to follow simple instructions, WR will disappoint you. Their name is misleading and certainly not my experience. It's an app with early beta functionality, not a full-service answering service.

This corporation exhibits fundamental issues that endanger the well-being of its employees. The evident incompetence is highlighted by a shocking disregard for safety, particularly concerning the risks associated with events and the management of sensitive leads. The lack of a structured lead qualification process underscores their negligence, alongside inadequate training on essential topics such as sexual harassment and personal safety. Employees are often placed in uncomfortable situations, where alcohol consumption may be prevalent, leading to feelings of reprimand when boundaries are asserted, especially for those who choose not to drink. Leadership has even grounded employees from attending events for voicing their concerns. It is crucial for organizations to confront these responsibilities and take decisive action to ensure a safe and healthy workplace. Many employees feel undervalued/underpaid with no vested options with their concerns regularly brushed aside. When attempts are made to address these matters, they often result in audits and a culture of micromanagement, which stifles both success and career progression while denied promotions. Moreover, the management’s lack of empathy regarding the traumatic experiences employees endure during calls is distressing. Working in an environment that neglects the safety and mental health of its workforce is wholly unacceptable. To protect others from similar experiences, we must share our narratives, shedding light on how such workplaces can suppress individuality and self-expression. In this culture, employees are treated as disposable, with their mental health disregarded, especially after distressing on-the-job incidents. It is essential to implement better protective measures; however, concerns are often treated as liabilities, particularly for those courageous enough to speak up or file complaints. I would strongly advise against recommending this company to anyone seeking to invest in their future. This organization consistently prioritizes profit over employee loyalty and welfare, frequently terminating staff for minor infractions and replacing them with lower-paid workers. New hires often lack proper orientation and follow-up, which, combined with unsafe travel conditions, leads to a toxic work environment.

I have asked Well Received to stop calling me. Since first going to the website in October, I have received over 30 calls from "T**f G****e". I have made repeated requests that these calls stop. So far, the harassment continues.

Very expensive service 1.49 per min is a killer.

UPDATE: I have had my reviews flagged and then they called me on a three way with wellreceived to explain themselves. This didn’t end well. I actually hung up on them after I found that they do not have a company ban on clinics that provide rebirth or attachment therapy, and actually the lead person that contacted me was not even aware of what that was. Even though this is illegal in two states, Colorado and North Carolina. I explained that this company ban will impact how they do business with hospitals because many medical providers work in multiple facilities and also refer their clients to other providers in the network. It is nearly impossible to NOT affiliate yourself with a licensed provider rendering this service in a state where it is legal, you may as well not operate in a state where this is legal if that is the case. If trust pilot needs copies of my phone records to prove that this review is for THIS COMPANY PLEASE ALLOW ME TO SHOW YOU MY PHONE RECORDS and EMAILS FROM SALES. According to the lead team, the agents while flag calls for keywords, even if they are not regarding self harm, suicidal thoughts or intentions to harm others. Simply inquiring about services that are legal in your state will be enough for your account to be closed or “handled appropriately” even if you are operating within the mandated licenseing guidelines and state policies. The “global” emphasis was then lost once I pointed out international differences in policy and schedules of drugs. To sum this up, this is purely a subjective decision that impacts a very large demographic. Please be advised. I was interested in working with them and the service sounded like exactly what I needed. However, after sitting through several calls, registering and paying for my services I was told that they do not service ANYONE or ANYTHING to do with MEDICAL MARIJUANA. Even if you are a mental health clinic and this is simply offered as an alternative solution, they will refuse to work with you. This also applies to all of the companies under the parent company. When I asked if I could speak to someone outside of sales regarding this policy for clarification, I was told that there is no one else and that I was going to be told the same thing. (See below) So please understand, I was told that your calls will be screened and flagged for keywords, then cancelled. Response to their response: We have several lines that could have been utilized for this service, our company was outright told no. We didn’t need your services to answer calls for that particular examination. We were not even able to explore options to work around it. Such as, your agents simply telling the client that they don’t handle they do not schedule for those calls. Or just using another number all together that doesn’t forward to you. We were told flat out that you “DO NOT WORK WITH ANYONE THAT HAS ANYTHING TO DO WITH THAT SERVICE OR EVEN ASSOCIATES WITH THAT” Even if they are not providing the services themselves, they could simply just be in collaboration with an entity. We have a website, we have online appointment setting, we have in house staff who could service those clients, and I said they may ask, this is true for any clinic in any state where this is legal. That didn’t mean that your agents had to handle the call, they could have said “I do apologize, you’ve called the answering service for medication management and counseling services. Due to federal guidelines, we are unable to schedule for that service. We apologize for any inconvenience this may cause.” but once I said that we offer that service, then entire option was shut down. I did not need help with THAT SERVICE, I needed help with the MENTAL HEALTH SERVICES, simply because my providers are licensed to render that service, you can’t provide assistance with MENTAL HEALTH SERVICES. Period. If I call the wrong department, & they are unable to assist me due to limitations, that is my fault for not follow instructions. When you guys says that we can customize our answering service to fit our needs, & have the option to do so within your limitations, you at least give the customer a chance to compromise & both parties can walk away happy. I WAS JUST TOLD NO. “I’m sorry we can’t do anything or change anything about this” Which is 100% incorrect. You can do what is in your legal limitations for that provider, just like EVERYONE ELSE. We are in the HEALTHCARE & MENTAL HEALTH INDUSTRY. We do not SUPPORT the “CANNABIS INDUSTRY” we support the MEDICAL & HEALTHCARE INDUSTRY. The providers are not SALES PEOPLE, they are BOARD CERTIFIED NURSE PRACTITIONERS & MEDICAL DOCTORS with PRESCRIPTIVE AUTHORITY. Licensed by the Drug Enforcement Agency (DEA). Now we are “the CANNABIS INDUSTRY.” “Alert” & “Monitor”= Flagged for a policy & Screened for information to evaluate!