I'll go first. I did lots of policy writing, and SOP writing with a medical insurance company. I was often forced to do phone customer service as an "additional duties as needed" work task.
On this particular day, I was doing phone support for medicaid customers, during the covid pandemic. I talked to one gentleman that had an approval to get injections in his joints for pain. (Anti-inflamatory, steroid type injections.) His authorization was approved right when covid started, and all doctor's offices shut the fuck down for non emergent care. When he was able to reschedule his injections, the authorization had expired. His doctor sent in a new authorization request.
This should have been a cut and dry approval. During the pandemic 50% of the staff was laid off because we were acquired by a larger health insurance conglomerate, and the number of authorization and claim denials soared. I'm 100% convinced that most of those denials were being made because the staff that was there were overburdened to the point of just blanket denying shit to make their KPIs. The denial reason was, "Not medically necessary," which means, not enough clinical information was provided to prove it was necessary. I saw the original authorization, and the clinical information that went with it, and I saw the new authorization, which had the same charts and history attached.
I spent 4 hours on the phone with this man putting an appeal together. I put together EVERY piece of clinical information from both authorizations, along with EVERY claim we paid related to this particular condition, along with every pharmacy claim we approved for pain medication related to this man's condition, to demonstrate that there was enough evidence to prove medical necessity.
I gift wrapped this shit for the appeals team to make the review process as easy as possible. They kicked the appeal back to me, denying it after 15 minutes. There is no way it was reviewed in 15 minutes. I printed out the appeal + all the clinical information and mailed it to that customer with my personal contact information. Then I typed up my resignation letter, left my ID badge, and bounced.
24 hours later, I helped that customer submit an appeal to our state agency that does external appeals, along with a complaint to the attorney general. The state ended up overturning the denial, and the insurance company was forced to pay for his pain treatments.
It took me 9 months to find another 9-5 job, but it was worth it.
I started my working career at a small ISP doing costumer support, which was bought up, and then this company was bought up. what started with me helping people through NT4.0 installations by phone because it was good service ended in a treadmill where only call duration and amount of calls mattered, not if the client actually got help, which was already going against my grain.
Also, the last company worked a lot with freelancer agents, which weren't salaried like me, but got paid by the hour (which was pretty much illegal here in retrospect, since they had fixed, preplanned hours, amounting to a hidden salaried position). Part of my duties as one of the senior agents was signing off the time sheets of the freelancers.
Edit: It slipped my mind that in the beginning it was my duty to plan the hours for out freelancers. i made sure to ask everyone their preferences and made sure everyone got enough hours without bullshit like 4 hours in the morning and 3 in the evening, which caused minor overlaps where we had more than minimum staff around. Got that taken away because it was too inefficient - my desire to make things work out for the workers was definitely not in the companys interest. Was pretty pissed about that from the beginning.
It so happened that 3 months in a row i got dinged for not bringing in my own time sheet, even if i was sure i had put it with the others when signing them off at the end of the month. As it happened the third time i said that if they were insinuating that i didn't deliver my time sheet, i would quit on the spot. i did so, handwriting my resignation, going into the bosses room, throwing it on his desk and going out, slamming the door so hard that the whole open office floor looked up. Had a nervous breakdown afterwards.
In retrospect i'm pretty sure it was a strategy to get rid of me and other salaried employees, since we were in the process of unionizing - the company previously only had freelancers, but after the merger they were over the minimum amount of fixed employees to form a union. OTOH, i was happy to get rid of that hellhole, OTOH i gave them what they wanted - I dont know how i feel about that, even nearly 2 decades after.
Its always okay to protect your mental health, even if the person causing you pain is happy about the outcome.
At that time i was still undiagnosed - took a complete work stress induced breakdown with me voluntarily entering a psych ward for 3 months to find out about my personality disorder. I'm really bad at emotionally handling people - me entering a costumer-side working position was pretty much the worst decision i ever made, but it also meant i got my disability pension now, for which i'm very grateful.