Member Service Guide – Bilingual/Spanish

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 about this role: 
As a Member Service Guide at Devoted Health, you will act as the primary point of support for our members within our Call Centers. 

More importantly, you will have the opportunity to make a difference by providing compassionate and accurate guidance in the complex world of health care. In other words – you are the guiding light that carries our mission: To treat all of our members like family. You’ll do this by providing a keen listening ear so you can address our members’ inquiries and then go above and beyond the initial reason for their call. A Devoted Member Service Guide actively listens to members, sees opportunity in the unexpected, responds appropriately, and creates a caring atmosphere for our members.  

Responsibilities will include:

• Engaging with members, utilizing technology and data to better understand their needs
• Supporting members in finding a physician or specialist that’s aligned with their values and preferences
• Developing a solid understanding of our benefit offerings in order to investigate and resolve member questions
• Breaking down complex health care information so it is clear to our members
• Documenting accurate information about member needs in our system
• Listening to members and identifying instances when higher levels of support through our clinical partners is needed
• Assisting members in optimizing their benefit usage
• Operating in a very fast-paced, rapidly growing environment and learning the Devoted offerings and plans as well as abide by HIPAA and compliance regulations
• Working with a team that includes doctors and nurses (Clinical Guides) so that you can seamlessly help members with service and clinical questions.

Attributes to success with:

• A strong desire to improve the health care experience: you love to serve and make a difference
• Proven success in building relationships and trust
• Ability to handle intense emotional situations
• The ability to adjust your tone and approach to different people
• The ability to break down and articulate complex information in simple terms
• Comfort working in a dynamic startup environment
• Adaptability; processes and workflows may change as we look to improve both the member experience and your experience as a Guide
• Being able to balance building a relationship with our members while supporting the business and maintaining a high level of professionalism
• Master multi-tasking skills: you’ll be listening to members, talking and typing…all at the same time!
• “Can-do” and optimistic attitude
   

Desired skills and experience: 

• You are fluent in both English and Spanish (in both written and oral communication)
• You have a minimum of 3 years of experience in a customer-serving atmosphere
• You have exceptionally strong interpersonal skills to establish rapport and build positive relationships with members ensuring a personalized and empathetic customer service experience
• You have experience utilizing effective stress management techniques to maintain composure and professionalism when faced with challenging and sometimes intense emotional situations.
• You have previous experience working in highly regulated environments – Ideally experience in an environment that follows HIPAA guidelines and requirements
• You have the ability to work variable shifts and weekends to support the needs of our Members across multiple time zones (Call Center hours are 8am-11pm EST, 6-7 days/week depending on volume and time of year)
• You have the ability to comfortably multi-task: you’ll be listening, talking and typing all at the same time
• You’re a great team member with a can-do attitude; you’re self-reflective
• Please Note: This position can be remote or in-office as desired with the option to work in our beautiful office locations in Waltham, MA, New Gloucester, ME or Scottsdale, AZ. If you are local to these areas and would like the hybrid option to work remotely and in the office, that is available to you, but not required.
   

#LI-REMOTE

Salary: $19 – 24 per hour

As noted below, determination of the hourly rate for this role is based on evaluation of various skill criteria listed above and cost of living variability.

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 or commission eligibility for all 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.

The salary and/or hourly range listed is a good faith determination of potential base compensation that may be offered to a successful applicant for this position at the time of this job advertisement and may be modified in the future. When determining a team member’s base salary and/or rate, several factors may be considered as applicable (e.g., location, specialty, years of relevant experience, education, credentials, budget and internal equity).