[Hiring] Guide II @Personify Health

Role Description

Ready To Guide Members Through Health Decisions That Actually Change How They Live?

Most people don't know how to act on their health information — they get a biometric screening result or a care checklist and don't know what to do next. Guide IIs change that. Through scheduled consults and proactive outreach calls, you help members understand what their results mean, connect them to the right programs and resources, and get them moving toward real health goals. The impact is direct and measurable.

What You'll Actually Do:

• Deliver Next Step Consults: Complete 15-minute member-scheduled appointments to review Biometric Screening results, Health Assessment findings, and My Care Checklists — translating clinical information into clear, personalized next steps.
• Apply motivational interviewing: Use MI techniques to build rapport, explore readiness for change, and connect members to programs, tools, and resources that fit their individual health needs and goals.
• Run proactive outreach calls: Make outbound calls to eligible members to enroll them into coaching or help them reschedule missed appointments — explaining the value of coaching and initiating the process by helping members identify a first, achievable goal.
• Hit performance targets consistently: Maintain an 80% average Call Review score and 95% Member Satisfaction (MSAT) score on consults; 80% Call Review score and 40% Conversion Rate on outreach.
• Document accurately: Record every interaction in compliance with quality and operational standards — keeping records clean and complete.
• Navigate member resistance: Demonstrate resilience when members decline, explore their hesitation professionally, and find a path forward where one exists.

Qualifications

• Bachelor's degree required
• 1+ years of experience in benefits navigation, health education, social work, or phone-based customer support in health tech or insurance
• Experience with individual behavior change techniques or sales approaches that drive program engagement
• Experience with employer wellness benefits and/or insurance
• Ability to navigate and operate multiple systems simultaneously while maintaining accuracy and organization
• Reliable home internet connection with minimum 10 Mbps upload and 20 Mbps download speeds required

Our Commitment

Personify Health is an equal opportunity employer committed to diversity, equity, inclusion, and belonging. We cultivate a work environment where differences are celebrated, and employees of all backgrounds are empowered to thrive—because diversity is core to who we are and critical to our work in health and wellbeing.

Stay Safe

Personify Health will never ask for payment or sensitive personal information like social security numbers during hiring. All official communication comes from verified company email addresses and or our secure applicant tracking system. Suspicious requests? Report them to [email protected]. View all legitimate openings at personifyhealth.com/careers.