Member Service Guide

2 weeks ago

Nottingham, United States Devoted Health Full time

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.
  • Assist other teams to support cross departmental projects when needed. We act as a team of teams.
Required skills and experience:
  • Fluent in both English and Spanish (in both written and oral communication)
  • 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 have a minimum of 3 years of experience in a customer-serving atmosphere
  • You have exceptionally strong interpersonal and communication skills to establish rapport and build positive relationships with members ensuring a personalized and empathetic customer service experience and teammates ensuring great partnership.
  • You have experience utilizing effective stress management techniques to maintain composure and professionalism when faced with challenging and sometimes intense emotional situations.
  • You have experience and success working with feedback from peers and leaders in real time and have the ability and eagerness to apply new learnings quickly.
  • You have previous experience working in highly regulated environments - Ideally an environment that follows HIPAA guidelines and requirements
  • You have the ability to comfortably multi-task: you'll be listening, talking and typing all at the same time
  • 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.
Our Call Center hours of operation are as follows:
  • April - September: Monday - Friday: 8 am - 2 am ET, Saturdays: 8 am - 11 pm ET
  • October - November: Sunday - Saturday: 8 am - 2 am ET
  • November - March: Sunday - Saturday: 8 am - 1 am ET
Your shift assigned at the time of offer will occur within the hours of operation above and will always be 8.5 hours long, inclusive of a 30-minute lunch break.

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.

#LI-Remote

Our ranges are purposefully broad to allow for growth within the role over time. Once the interview process begins, your talent partner will provide additional information on the compensation for the role, along with additional information on our total rewards package. The actual base salary offered may depend on a variety of factors, including the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, certifications or other professional licenses held, and the location in which the applicant lives and/or from which they will be performing the job.

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....


*Our total rewards package is for full time employees only. Intern and Contract positions are not eligible.

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.

Devoted is an equal opportunity employer. We are committed to a safe and supportive work environment in which all employees have the opportunity to participate and contribute to the success of the business. We value diversity and collaboration. Individuals are respected for their skills, experience, and unique perspectives. This commitment is embodied in Devoted's Code of Conduct, our company values and the way we do business.

As an Equal Opportunity Employer, the Company does not discriminate on the basis of race, color, religion, sex, pregnancy status, marital status, national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment.

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