At Devoted Health, we’re on a mission to dramatically improve the health and well-being of older Americans by caring for every person like family. That’s why we’re gathering smart, diverse, and big-hearted people to create a new kind of all-in-one healthcare company — one that combines compassion, health insurance, clinical care, service, and technology – to deliver a complete and integrated healthcare solution that delivers high quality care that everyone would want for someone they love. Founded in 2017, we’ve grown fast and now serve members across the United States. And we’ve just started. So join us on this mission!
Job Description
A bit more about this role:
Our Member Outreach Team has the opportunity to make a difference every single day in the complex world of health care. We help connect members with care providers, enroll them in clinical programs, and empower them to more easily navigate the healthcare system by understanding their plan benefits. We aim to treat every member as we would our own family.
As a Member Outreach Specialist, you will provide caring, accurate guidance in the complex world of health care, primarily via outbound and inbound calls and SMS. The Member Outreach Specialist role is critical to influencing our members to make healthy decisions. You will actively listen to members, see opportunity in the unexpected, respond appropriately, and create a caring atmosphere for our members.
Responsibilities will include:
- Conducting outreach via telephone and SMS to educate and inform members of available clinical programs or important screenings relevant to them (i.e. eye exams or cancer screenings)
- Conducting Outreach via telephone and SMS to both educate Members on Devoted Health’s Benefits and provide service recovery
- Scheduling medical appointments for members
- Displaying a friendly and positive attitude, great patience, and empathy to build instant rapport with our members in order to gain confidence and trust
- Providing inbound call support for Members who have questions about the Health Plan or Devoted Medical benefits
- Meet and consistently exceed productivity goals
- ~70 outbound calls per day
- Meeting or exceeding successful call outcome rate based on the program objectives
- Developing a solid understanding of our benefit offerings in order to investigate and resolve member questions
- Documenting accurate information about member needs in our system
- Communicating frequently with team members and leadership; ensuring all follow up tasks are closed out
- Working hand-in-hand with other Devoted teams to address member needs
- Supporting the team with daily tasks
- Piloting new processes and workflows
- Periodically supporting other internal inbound and/or outbound call centers during peak business seasons, as business necessitates
Attributes to success:
- Proven success in building relationships and trust
- A deep caring to make a change in the healthcare experience: you love to serve and make a difference
- Proven ability to work in a fast-paced, dynamic environment
- Ability & agility to multitask – you may be asked to do several things and need to change plans mid day
- You’re a great team player with a can do attitude
- Being adaptable to change: as we look to make things better – we will change things as we go and grow!
- Ability to influence and help people make healthy decisions
- Ability to work in ambiguity
- A desire to exceed goals
- An ability to manage time and priorities
- Strong objection handling and resilience skills
- Ability to work a flexible schedule based on business needs
Desired skills & experience:
- You have a minimum of 1 year of experience in a customer, patient-serving role
- Previous call center experience a plus
- Technology Proficiency and ability to manage through multiple screens and systems
- Health insurance experience (Medicare Advantage a plus)
- Healthcare experience (scheduling, benefits and medical terminology a plus)
- Availability to work variable shifts to support the needs of our members across multiple time zones
- Extra interest in bilingual Spanish speakers or experience engaging across various cultures
Healthcare equality is at the center of Devoted’s mission to treat our members like family. We are committed to a diverse and vibrant workforce. If you lack a specific credential for this position but believe that your strengths and life experiences will propel our mission, we would love to hear from you.
If you love running towards complex challenges and transforming them into solutions, if you want to make a potentially huge impact on many lives, and if you are looking for a disruptive startup with an inspiring and talented team, Devoted Health may be the place for you!
Salary range: $18 – $20 per hour
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….