Member Flex Guide, Bilingual/Spanish

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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 with members across voice, digital, SMS, chat, and video channels • Help members navigate benefits, find providers, schedule appointments, and understand complex healthcare information • Conduct proactive clinical outreach, identify escalation paths, and collaborate with clinical staff • Use data, internal systems, and an AI Guide Assistant to deliver fast, accurate, documented solutions • Follow HIPAA guidelines, compliance regulations, and internal workflows • Meet productivity, quality, and output performance metrics • Flex between inbound, outbound, and cross-functional programs as business priorities evolve • Adapt to process, workflow, and technology updates • Apply feedback and coaching from peers and leadership to drive growth

🎯 Requirements

• 1+ years of experience in a high-volume customer-facing role or fast-paced healthcare environment • Professional fluency in both English and Spanish, written and oral • 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 emotionally charged interactions with empathy and composure • Ability to translate complex information into simple, actionable terms • Comfort working alongside AI-powered tools and digital platforms • Flexibility and adaptability amid changing priorities and processes • Strong multitasking ability while maintaining accuracy • Experience in a contact center or call center environment desired • Experience in healthcare, health insurance, or Medicare Advantage desired • Familiarity with benefits, scheduling, and medical terminology is a plus • Experience in highly regulated environments, ideally with HIPAA guidelines and requirements, desired • Ability to navigate multiple software platforms simultaneously desired • Experience using stress management techniques desired • Ability to apply feedback quickly and demonstrate growth desired • Availability across the listed seasonal operational hours, including potential weekend adjustments • Assigned shift is 8.5 hours, including a 30-minute lunch break

🏖️ 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 • Total rewards package for full time employees