Pharmacy Guide

Job Description

A bit about this role:

Our Pharmacy Guide team helps members overcome barriers to staying on their medications and accessing the care and support they need.

This is a fast-paced, high-volume member outreach role, with most of the day spent on outbound phone calls via an autodialer. You'll build trust quickly, understand what's behind a member's needs or hesitation, solve problems, and connect members to pharmacy, financial assistance, and care support programs.

Successful Pharmacy Guides are empathetic, curious, persuasive without being pushy, and strong problem solvers. They don't rely solely on scripts—they listen closely, adapt their approach to each member, and are comfortable working toward measurable performance goals in an evolving environment.

Responsibilities and impact will include:

• Manage high-volume outbound phone calls via an autodialer to engage members in medication adherence and health support programs
• Build trust quickly by asking thoughtful questions and identifying underlying barriers to care.
• Use active listening and personalized communication to work through member hesitation and respectfully influence members toward actions that may improve their health.
• Enroll eligible members in pharmacy, financial assistance, medication adherence, and care support programs.
• Investigate member issues, identify root causes, and use sound judgment when the solution isn't immediately obvious.
• Coordinate with providers, pharmacies, and internal clinical teams to resolve member needs and support continuity of care.
• Utilize internal systems, AI-assisted tools, and knowledge resources to research questions and provide accurate information.
• Document interactions accurately, manage follow-up responsibilities, and take ownership of member needs through resolution.
• Adapt quickly to changing tools, workflows, and priorities and apply coaching to continuously improve your performance.
  

Required skills and experience:

• 2+ years of experience in a high-volume member-, patient-, or customer-facing role involving outreach, engagement, enrollment, retention, behavior change, or consultative problem solving
• Demonstrated ability to influence decisions through active listening, curiosity, personalized communication, and thoughtful objection handling.
• Strong verbal and written communication skills with the ability to listen carefully, answer directly, guide conversations efficiently, and explain complex information clearly and compassionately.
• Strong problem-solving and judgment, including the ability to investigate issues and determine appropriate next steps when the answer isn't immediately obvious.
• Demonstrated ownership, accountability, and ability to follow through on commitments.
• Demonstrated coachability and ability to apply feedback to improve performance.
• Comfortable spending most of the day conducting outbound calls, including conversations with members who may be hesitant or initially uninterested.
• Comfortable working toward individual performance expectations in a fast-paced, metrics-driven environment.
  

Desired skills and experience:

• Healthcare, pharmacy, Medicare Advantage, medication adherence, patient/member engagement, care coordination, healthcare enrollment or retention, patient advocacy, or contact center experience.
• Experience working remotely and independently.
  

Operational Hours & Scheduling Schedules are finalized during the offer process. Shifts are 8.5 hours (including a 30-minute unpaid lunch break) within the coverage windows below.

Shifts you could land in would be:

• Tuesday through Saturday 9 AM to 8:30 pm ET
• Sunday through Thursday 9 AM to 8:30 pm ET

Salary: $22.00 - $25.00 / 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.