Job Description

A bit about this role:

As a Member Service Guide - Flex at Devoted Health, you will be a primary point of connection for our members — meeting them where they are, understanding what they need, and helping them navigate the complexities of healthcare with empathy, accuracy, and care.

Guides at Devoted work across a wide range of member-facing functions. Depending on where you are placed, your home base may focus on inbound service, proactive outreach, real-time digital support, or clinical administration.

Regardless of your primary focus, every Guide is expected to seamlessly pivot and flex across different workflows as business or seasonal needs evolve. You may shift from inbound benefit service to proactive outbound clinical outreach, manage multiple digital chats, perform service recovery, or assist with clinical order updates. That flexibility isn’t a nice-to-have — it’s core to how this team operates and how we serve members well.

In every interaction — whether voice, video, SMS, chat, or digital messaging — you’ll bring our mission to life: treating every member like family. You’ll do this by actively listening, anticipating needs, breaking down complex information into clear and actionable guidance, and working alongside our AI Guide Assistant, a real-time tool designed to help you access information instantly so you can stay fully present and focused on the member.

You may be hired into one of the following job profiles: Inbound Member Service Guide, Outbound Member Service Guide, Care Access Guide, Digital Guide, Pharmacy Guide, or Member Outreach Specialist

Responsibilities and impact:

Member Engagement and Support:
- Engage with members across all channels (voice, digital, SMS, chat, video) with deep empathy, professionalism, and care.
- Help members navigate benefits, find providers, schedule appointments, and translate complex healthcare information into clear, actionable terms.
- Conduct proactive clinical outreach, effectively identifying escalation paths and collaborating with clinical staff.

Operational Excellence:
- Leverage data, internal systems, and an AI Guide Assistant to deliver fast, accurate, and fully documented solutions.
- Adhere strictly to HIPAA guidelines, compliance regulations, and internal workflows.
- Meet established productivity, quality, and output performance metrics and standards.
Flexibility and Growth:
- Flex between inbound, outbound, and cross-functional programs as seasonal business priorities evolve.
- Adapt quickly to process, workflow, and technology updates with a solutions-oriented attitude.
- Actively apply real-time feedback and coaching from peers and leadership to drive personal growth.

Required skills and experience:

1+ years of experience in a high-volume customer-facing role or fast-paced healthcare environment, with a proven track record of building trust and professional relationships.
[Insert For bilingual roles: Professional fluency in both English and Spanish — written and oral — is required. You will serve both English and Spanish speaking members.
Genuine passion for improving the healthcare experience: you love to serve, you care deeply about people, and making a difference motivates you.
Ability to work a flexible schedule based on business needs, including potential seasonal adjustments.
Exceptional interpersonal and communication skills and high emotional intelligence: the ability to adapt your tone to any situation, and a natural gift for making people feel heard.
Ability to de-escalate intense or emotionally charged interactions with empathy and composure, and to translate complex information into simple, actionable terms.
Comfort working alongside AI-powered tools and digital platforms to streamline tasks and enhance the quality of member service.
Flexibility and adaptability: you pivot quickly between priorities, operate effectively in gray areas, and embrace frequent process changes with a positive attitude.
Strong multitasking ability: you can listen, talk, and type simultaneously while maintaining accuracy and presence.

Desired skills and experience:

Experience in a contact center or call center environment.
Experience in healthcare, health insurance, or Medicare Advantage — familiarity with benefits, scheduling, and medical terminology is a plus.
Experience working in highly regulated environments, ideally with HIPAA guidelines and requirements.
Proven ability to navigate multiple software platforms simultaneously while maintaining composure and accuracy.
Experience using effective stress management techniques to maintain professionalism in emotionally demanding situations.
A track record of applying feedback quickly and demonstrating visible growth in response to coaching.

Hours of Operation & Scheduling Expectations:

Our Member Services operation runs extended hours to ensure members can reach us when they need us.

Please Note: Specific schedules are finalized and discussed at the time of a potential offer. The hours outlined below represent our overall call center coverage, so it is important to understand that a schedule within any of these operational windows may be required of you to meet business and member needs.

Operational Hours by Season

April – September: Monday – Friday (8:00 AM – 2:00 AM ET) · Saturday (8:00 AM – 11:00 PM ET)
October – November: Sunday – Saturday (8:00 AM – 2:00 AM ET)
November – March: Sunday – Saturday (8:00 AM – 1:00 AM ET)

Shift Details:

Daily Schedule: Your assigned shift will be 8.5 hours (inclusive of a 30-minute lunch break) and will fall within the seasonal hours listed above.
Flexibility: Schedules are subject to change based on business needs, including potential seasonal adjustments to weekend availability.
Typical Shift Distribution: While availability across all open hours is required, most shifts fall within standard daytime and early evening hours. Late-night shifts are limited and assigned based on operational volume.

Salary: $20-25 / hour

The pay range listed for this position is the range the organization reasonably and in good faith expects to pay for this position at the time of the posting. Once the interview process begins, your talent partner will provide additional information on the compensation for the role, along with additional information on our total rewards package. The actual base salary offered will depend on a variety of factors, including the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, certifications or other professional licenses held, and the location in which the applicant lives and/or from which they will be performing the job.

Our Total Rewards package includes:

Employer sponsored health, dental and vision plan with low or no premium
Generous paid time off
$100 monthly mobile or internet stipend
Stock options for all employees
Bonus eligibility for all roles excluding Director and above; Commission eligibility for Sales roles
Parental leave program
401K program
And more....

*Our total rewards package is for full time employees only. Intern and Contract positions are not eligible.

Founded in 2017, Devoted Health is on a mission to dramatically improve the health and well-being of older Americans by caring for everyone like they are family, and that includes our employees. Our robust and seamlessly integrated care platform merges advanced data and AI access with world-class clinical and service experiences to create a member experience that is unlike the industry norm. To continue building upon our mission, we want to bring together those who share our values, embrace change and advancement, and are enthusiastic about where we're going — all the while bringing their own unique qualities, experiences, and expertise, in hopes of further changing the healthcare experience.

Devoted is an equal opportunity employer. We are committed to a safe and supportive work environment in which all employees have the opportunity to participate and contribute to the success of the business. We value diversity and collaboration. Individuals are respected for their skills, experience, and unique perspectives. This commitment is embodied in Devoted’s Code of Conduct, our company values and the way we do business.

As an Equal Opportunity Employer, the Company does not discriminate on the basis of race, color, religion, sex, pregnancy status, marital status, national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment.

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