[Hiring] Bilingual Member Service Guide, Pharmacy @Devoted Health

Role Description

Our Pharmacy Guide team helps members overcome barriers that make it difficult to stay on their medications and navigate their healthcare needs. Pharmacy Guides play a critical role in improving medication adherence by connecting members to the right programs, resources, and support at the right time. This is a fast-paced, high-volume outreach role focused on building trust, solving problems, and supporting members throughout their healthcare journey. Most of your day will involve outbound calls and SMS, helping members understand their options, resolve issues, and access the care and support they need. Successful Pharmacy Guides are empathetic, adaptable, proactive, and comfortable balancing member experience with performance expectations in a rapidly evolving environment.

• Conduct outbound outreach via phone and SMS to educate and engage members in medication adherence and health support programs.
• Build trust quickly with members through empathetic, solutions-oriented conversations that identify barriers to care.
• Enroll eligible members into pharmacy, financial assistance, and care support programs that improve health outcomes.
• Coordinate with providers, pharmacies, and internal clinical teams to help resolve member issues and support continuity of care.
• Schedule medical appointments for high-risk members when appropriate.
• Utilize internal systems, AI-assisted tools, and knowledge resources to research member questions and provide accurate information.
• Document member interactions accurately, manage follow-up tasks, and adapt quickly to changing workflows and business needs.

Qualifications

• 2+ years of experience in a high-volume customer-facing, outreach, or support role.
• Strong verbal and written communication skills with the ability to build trust and explain complex information clearly and compassionately.
• Comfortable spending most of the day on outbound phone outreach in a fast-paced, metrics-driven environment.
• Ability to manage multiple systems, workflows, and follow-up tasks accurately while adapting to changing priorities.
• Demonstrated accountability, ownership, coachability, and comfort receiving performance-based feedback.
• Written and Verbal proficiency in English and Spanish.

Requirements

• Healthcare, pharmacy, Medicare Advantage, care coordination, patient outreach, or contact center experience.
• Remote work experience.

Benefits

• 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....