[Hiring] Member Service Guide @Devoted Health

Role Description

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
• Clinical administration

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
• Managing multiple digital chats
• Performing service recovery
• Assisting with clinical order updates

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
• Working alongside our AI Guide Assistant

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
• 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.

Qualifications

• 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.
• 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.
• Ability to de-escalate intense or emotionally charged interactions with empathy and composure.
• 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 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.
• 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. Specific schedules are finalized and discussed at the time of a potential offer.

• 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:
  • Your assigned shift will be 8.5 hours (inclusive of a 30-minute lunch break) and will fall within the seasonal hours listed above.
  • Schedules are subject to change based on business needs, including potential seasonal adjustments to weekend availability.
  • 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.

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...