Member Flex Guide, Bilingual – English/Spanish

🔥 1 minute ago

🇺🇸 United States – Remote

💵 $20 - $25 / hour

⏰ Full Time

🟢 Junior

💬 Bilingual

🚫👨‍🎓 No degree required

👻 Ghost score 0%

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Devoted Health

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2017

🏥 Healthcare

⚕️ Healthcare Insurance

🧘 Wellness

Healthcare • Healthcare Insurance • Wellness

Devoted Health is a healthcare company that offers Medicare Advantage plans designed to provide comprehensive health coverage with added benefits like dental, eyewear, gym memberships, and prescription drugs at competitive rates. The company emphasizes member support and service, ensuring that clients can easily navigate their benefits and access needed healthcare services. Devoted Health is committed to helping customers save money and enhance their health and wellness through a complete package of benefits and support.

📋 Description

• Engage fluently in English and Spanish across inbound/outbound calls, SMS, chat, secure messaging, email, and video • Translate and simplify complex healthcare, insurance, and medical terms into clear, culturally sensitive, and actionable guidance • Listen actively to member needs, build rapport, and help members find language-congruent providers and schedule appointments • Conduct proactive outreach in members’ preferred language about preventive screenings, clinical programs, and benefit utilization • Identify situations requiring clinical escalation and collaborate with medical staff and bilingual teammates • Partner with an AI Guide Assistant in real time to access benefit information and deliver accurate answers • Maintain complete and accurate documentation in internal systems for every interaction • Adhere to HIPAA, regulatory compliance guidelines, and privacy policies • Meet productivity and quality standards, including resolution rates, service quality metrics, and handle times • Flex between inbound support, outbound campaigns, and cross-functional programs based on seasonal business demands • Adapt to changing workflows, technology platforms, and policy updates • Incorporate real-time coaching and feedback from leadership for continuous professional development

🎯 Requirements

• Professional, native-level oral and written fluency in both English and Spanish is required • 1+ years of experience in a high-volume customer-facing role, contact center, or fast-paced healthcare environment • Exceptional interpersonal skills and emotional intelligence • Ability to connect authentically across diverse communities and de-escalate sensitive situations • Ability to break down intricate insurance and medical concepts into clear terms in both languages • Comfort working alongside AI-powered tools and navigating multiple software platforms simultaneously while talking, typing, and translating • Demonstrated ability to pivot between shifting priorities and operate effectively in ambiguous environments • Willingness to work variable hours based on operational needs and seasonal demand • Background in Medicare Advantage, health insurance, or HIPAA-regulated medical environments • Prior experience in a dedicated bilingual customer service or medical translation role • Proven stress-management techniques for maintaining composure in fast-paced or emotionally demanding settings

🏖️ 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 • Parental leave program • 401K program