Role Overview

The Personal Care Connector (PCC) is vital in delivering high-quality, personalized service to Medicare members. Operating within a call center environment, the PCC supports daily functions of the Personal Service Program, Integrated Care Management, and Utilization Management initiatives. This role involves direct interaction with members, providers, and internal teams to ensure seamless access to care, resolution of issues, and promotion of health plan benefits and community resources.

Work Arrangement

• Location: Remote Detroit, MI 
• Schedule: Full-time (40 hours/week)
• Shift: 11:30 AM – 8:00 PM
• Training: 10 weeks, Monday–Friday, 8:30 AM – 5:00 PM
• Start Date: August 25, 2025 

Key Responsibilities

• Handle inbound and outbound calls from members and providers, ensuring timely and effective service aligned with performance metrics
• Identify care gaps and HEDIS-related health conditions, guiding members to appropriate care and resources
• Support clinical teams by managing transactions, resolving issues, and providing educational materials
• Document case notes accurately while engaging with members over the phone
• Educate members on plan benefits, services, and community support options
• Facilitate communication between members and provider offices to reduce barriers to care
• Meet or exceed call quality, documentation, compliance, and attendance performance standards

Education and Experience

• High School Diploma or GED required
• 3 to 5 years in a call center environment with proven ability to manage high call volumes
• 2 to 4 years of experience with Medicare and Medicaid (preferred)
• Healthcare industry experience is a plus

Skills & Abilities:

• Strong verbal and written communication skills
• Ability to multitask, think critically, and resolve issues efficiently
• Knowledge of health plan benefits and services is preferred
• Dependable with a strong attendance record
• Proficient in Microsoft Office Suite (Word, Excel, etc.) and capable of navigating multiple systems simultaneously.

Diversity, Equity, and Inclusion

At AmeriHealth Caritas, everyone can feel valued, supported, and comfortable to be themselves. Our commitment to equity means that all associates have a fair opportunity to achieve their full potential. We put these principles into action every day by acting with integrity and respect. We stand together to speak out against injustice and to break down barriers to support a more inclusive and equitable workplace. Celebrating and embracing the diverse thoughts and perspectives that make up our workforce means our company is more vibrant, innovative, and better able to support the people and communities we serve.

Our Comprehensive Benefits Package

Flexible work solutions include remote options, hybrid work schedules, competitive pay, paid time off, holidays, volunteer events, health insurance coverage for you and your dependents on Day 1, 401(k) tuition reimbursement, and more.