service coordinator

director

manager

claims examiner

customer service representative

AmeriHealth Caritas

I recently was forced to leave this company due to a multiple of factors. I will give the company credit for paying more than other companies but that is about where the positive feedback ends for me. 

I had developed a good relationship with my immediate supervisor and the head manager as i do think they are good people hamstrung by the overall structure of the company. These individuals seem to value me as an employee and did help my career development by throwing some projects my way, which i greatly appreciated. 
However, due to the overall customer matters more than the employee work environment that has been created, it was hard to walk away feeling good about management as a whole. It's almost like because they pay more than others might in the industry it gives them the license to not care about employee morale. At the same time, it seems like they spent more time on how to make our jobs more difficult and stressful than anything else. 

One example, is that they will allow no breaks between calls and if you want to take a break they watch your overall break time very closely so you really have no options but to sit there and take the call. I managed to handle all this for a while as the work volume was manageable, but they became increasingly understaffed (surprise, surprise) and tried to whip the lash on the remaining employees to pick up the burden. Eventually for me, they were beating a dead horse and since no change was in sight i said adios. Good thing too, because I still keep in touch with employees there and, if anything, it has gotten worse. Apparently they are demanding doctor's notes now for multiple bathroom breaks.  

In summary, I feel bad because there are good people there that helped me but i just can't past how badly they under value their employees or how easily they discard them and yet are now caught off guard by the shortage of staffing. The final straw for me was when they took away my bonus for last year because of a technicality that i quit two days before they actually dispensed the check. Congratulations Amerihealth, you have another ticked off employee, but you know what you are doing i guess, right?

The benefits are about the greatest thing the company has to offer. In my short time off working for that company o was depleted of all the passion and excitement I had when I first arrived. I was excited to be working for a place that had shared similar values and drive to help people. However, after a few months that narrative changed quick and started too see it was just a gimmick to get you in the door. The company screams all day that they are for the people and providing quality first call resolution experiences but they really are not. Contact Center is the first place thy call for everything and no sooner the they reach someone thy are being transferred to another department or being told they will receive call back about issues and 3-5 days and don't. There was a lack of being able top truly help people because calls were required to be completed in 2-3 mins tops which in some case that worked but in most especially LTSS/CHC you needed more time based off of the demographic that were dealt with. Besides that the Workplace culture was horrible Management played favoritism and restricted promotions for the employees they did not like. Employees are milked like cows everyone takes and takes and never wants to listen to the valid complaints of process and maters that were faced everyday. And just like with the matters of Participants, employee issues were always shuffled off to someone else and nothing every changes. And the few time a change might have been made Management would slap themselves on the back like they were actually doing something when it already had been months of request for help. 
Overall I just wouldn't recommend the philadelphia location for employment unless you really needed it and had no other option. I only worked in contact center but every department talks and the experiences are all the same across the board. 

Although this job is mostly remote , it is very stressful. You constantly receive emails about changes to policies and procedures. You are often not acknowledged for anything. No work life balance at all. I often find myself working past 5 pm when the schedule is 8:30 Am- 5 PM. This company does not care about its workers.  They don’t want to pay for PESTS like bed bugs if we get them in our home  from being in a clients house for hours and hours that did not tell us. We are blamed when we have transferred cases and the information on the clients file isn’t updated , but the previous sc isn’t addressed. The meetings for clients are minimum one hour and a half. The clients can call the main line and lie to say you never respond, but really we have too many clients on our case load , it hasn’t been 48 hours and there is so much to enter for each client. Our case load is beyond 60 clients and it can go higher.  Our supervisors are new and not helpful at all. There is no open door policy or communication throught our company, yet we receive emails from a lot of people from Keystone. We are supposed to only respond to our supervisors .They tell us to document everything, yet when there is an issue with a client they do not look at our notes, but blame us for things we have no control over. We were not properly trained. We were told that the things we were trained for weeks the instructors were wrong about. We were not trained properly about authorizations or the process of a meeting ; no shadows or anything / just thrown out to the wolves. The eLTSS is a nightmare ;it’s slow and isn’t helpful. They expect so much at short notice. It is ridiculous.

Working at AmeriHealth has been a solid experience overall. The compensation is competitive, the benefits are excellent (including health, pet insurance, and a strong 401(k) match), and the company offers good tuition or knowledge reimbursement. One of the best parts is the flexibility to manage your own schedule while maintaining a healthy work-life balance. Team collaboration among service coordinators has been supportive and collegial, and in my personal experience, supervision has also been strong — though I’ve heard of inconsistencies across teams that the company should take seriously.

The most challenging aspects come from the program’s strict structure and certain policy decisions that feel misaligned with AmeriHealth’s otherwise participant-centered values. For example, the process for requesting paid time off can be restrictive, especially around holidays, even when employees have earned leave available. More concerning is a recent performance push requiring service coordinators to convert a set number of participants to the self-directed model each quarter. Encouraging awareness of self-direction is fine, but tying a coordinator’s performance to participant choice conflicts with the program’s foundation of autonomy and person-centered care. I hope leadership re-evaluates this to ensure the company continues upholding the ethical and participant-driven standards it’s known for.

Despite those concerns, AmeriHealth remains a great organization with a meaningful mission, supportive colleagues, and opportunities to grow. With a few adjustments to policy and practice, it could easily be a five-star workplace.

The co workers are great. Medical benefits are great and start at day 1 of employment.  The actual job itself is fine, it’s UM leadership, some of the supervisors not all ,and up including upper administration that makes people want to leave. Some don’t know what they’re doing and they allow other lines to dictate what their department should do. Upper management has something new weekly for nurses to do, but they never take anything away.  The nurses are hourly paid employees, every hour is counted against you, they count leaving early for illness as an occurrence even if you worked more than half the shift. The holiday requirement is ridiculous, there’s no reason the holidays need all the coverage they think it needs. They pay double time for holidays but probably because you don’t get an alternate day off for working the holiday, however the supervisors do get a day off for working the holidays. Administration continues to be salaried, yet the nurse reviewers have to clock in and out, including for your lunch break.  Management is unfair, moves people around as if we don’t have lives and families, and thinks it is ok.  Cherry pick people for no good reason and move you to another department with one day’s notice, didn’t even bother to ask if someone may have been interested in moving, instead punished you for doing a good job, didn’t even consider seniority that you have over other people in your department.  I believe it’s probably fine to work other departments except for UM, stay away from UM you will get the short end of the stick every time!

I am a former employee. I voluntarily resigned about 11 months into my employment (I was not required or encouraged to resign at the time though that would likely have been the outcome, had I stayed). It became clear that I could not keep up with the expected workload in spite of the efforts my Supervisor made to help me during my tenure. I believe the job type was not a good fit for me, though I thoroughly enjoyed my colleagues and the office staff. People were very kind and the office had a good feeling overall. Generally, I felt well supported. Managing the number of cases expected can be quite overwhelming, though many of my colleagues were successful. For me, the workload, time management and job satisfaction were the central issues. In order to succeed at managing the required caseload, I found I would have had to further limit the time I spent in direct contact with clients more severely than I found acceptable. This was especially true due to the complexity of the psychosocial and resource issues many presented, including the pervasive issues of trauma. However, I highly recommend AmeriHealth Caritas as an employer. Our regional and local managers are good, smart and kind individuals who I believe truly care about the employees, and do their best to address employee concerns and needs. I learned a great deal on the job and have found the experience valuable to my path forward. 

Pros Company Wide:
Great Benefits/ Pay
Encourages Community Involvement


Position-Specific:
Become familiar with procedure codes/ medical terminology /authorization process between departments 
Experience in this position leads to moving up/ laterally within company
Perfect starting position for someone out of H/S; it teaches them strong work ethic 
Builds your confidence when handling difficult situations
Intake Hiring Manger Leads by example/understanding of situations
Strengthens communication/verbal skills 
Multitasking skills are improved 

Work from home


Cons: Company wide
Location- far from everything else, no access to shops, restaurants, no direct access to SEPTA trains, makes commute longer

Common challenges that will build you while working position: 
Numbers-driven job structure-must meet daily quota-stay on task

Must be able to adjust to sudden changes-adaptability is key

This is a very fast paced job- you have to learn on a whim

Fairly large team, it can be difficult to get to know everyone

Knowing when to speak up/pick your battles wisely- timing is key

Position is not a good long term fit for Artsy creative , independent/introverted working personality types 

Working in call center setting; constantly answer calls- this takes patience of steel

Learning to work with others whose background/ educational levels differ from yours 

Time is heavily constrained (no down time)- short lunch, quick breaks- takes discipline to adhere to schedule

Work life balance is hard to accomplish but can be done

Risk of call center burnout....use your PTO wisely!

You will be asked to do other people's work for them. Time limits on gathering verifications are unrealistic for the # of reports you must gather to get services, so you will spend a lot of time re-evaluating participants and re-requesting paperwork from physicians. Supervisors are caring, but cannot help out very much. Chain of command above supervisors are tone deaf to what is going on in the field. There is a maximum % to the bonus which is already not very big, and which the company openly admits they never give the max to ANYONE. You will have to work long hours and sometimes 7 days per week to keep up with the caseload because you will be given more participants than the recommended state maximum. Your participants will rely on you for major care coordination/services, and you will need to work a lot of hours to be sure that they are cared for and safe. Social Workers at nursing facilities and Adult Protective Services are required by law to work with you, but will do everything they can to NOT work with you, but you are responsible for reporting your work with them to the state. Supporting documents for procedures are kept in a website that is poorly managed. You will search for a procedural document and the one that will come up could be 1 year expired, and you have no way of knowing until (likely the person who created the document) will embarrass you over it, because they won't remove them from the site, nor will they make the most recent document the most accessible one.  

Service coordinators are tasked with everything. Everything. The amount of paperwork, deadlines and constantly changing workflows and demands every single week are nearly impossible to keep up with. When I first started several years ago, the work was manageable and I was able to interact with and provide quality service and care to the participants. Now management does not care how much work they put on us. Our supervisors, who were once a great resource, are also overworked and overwhelmed. Our caseloads, that are supposed to be between 75-85, have been over 100-110 for nearly two years and getting worse. I had 12 people added to my caseload this week alone. For 6 months they have been demanding 3-5 assessments per week. This is on top of the hundreds of calls/emails per week from clients, providers, physicians and management and the countless changes, deadlines, spreadsheets, state and incident reports and referrals they demand from us. Its almost impossible to complete one task without being interrupted constantly. On top of that they now watch our every move on the computer and monitor/grade performance based off of a program they installed. If you don’t trust employees to work remotely then provide office space. I feel like I’m in an episode of big brother. Most days I want to scream or cry (or both) once the day is over. The pay and pto are great and honestly the only reason why I haven’t left yet. 

I worked in the Jacksonville site for almost a year as a call center agent.  

First of all, this is an employer like any other, and they have rules and regulations because they have a business to run. You work for them, they don't work for you. I think several employees attitudes were the main problem and attitude is the main reason people are let go. 

This is a call center work environment, need I say more. Learn how a call center works before taking the plunge. It is definitely not for everyone. The ratio for supervisors to agents is pretty big so promotions are hard to get. There are a few employees that felt they DESERVED a promotion. No one deserves anything unless you are willing to work hard and prove yourself.  A few people simply take the job, find it is not a good fit, and stay there until they are fired. Turnover is HIGH!

I never found the work to be UNBEARABLE. It's called work, if not it would be called something else. I think attitude makes or breaks a job. I can't remember any job that I did not find something negative and positive about each and every one. 

My supervisor was great and my commute was easy and the pay was above average for a call center position. That to me was a huge plus. The amount of time off you get is really good and the health insurance was also really a big plus. Again, its what you make of it.

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