Member Flex Guide, Bilingual, Spanish

🕒 June 11

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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 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. • 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. • Flex between inbound, outbound, and cross-functional programs as seasonal business priorities evolve. • Actively apply real-time feedback and coaching from peers and leadership to drive personal growth.

🎯 Requirements

• 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. • Professional fluency in both English and Spanish — written and oral — is required. • 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: the ability to adapt your tone to any situation, and a natural gift for making people feel heard. • Ability to de-escalate intense or emotionally charged interactions with empathy and composure, and to translate complex information into simple, actionable terms. • 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, operate effectively in gray areas, and embrace frequent process changes with a positive attitude. • Strong multitasking ability: you can listen, talk, and type simultaneously while maintaining accuracy and presence.

🏖️ 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....