Member Service Guide

Job Description

Join our team as a Member Service Guide - Empower your career with Devoted Health

A bit about this role:

As a Member Service Guide, you'll be the primary support for our members across inbound calls, outbound outreach, and digital platforms (chat, secure messaging, email, video). Your role is about more than answering questions. It's about building trust and creating meaningful connections. At Devoted, we believe in high-quality connections: relationships grounded in respect, trust, and genuine care. You'll embody this by listening deeply, anticipating needs, and empowering members to navigate their healthcare with clarity and confidence.

This is a dynamic role that flexes between inbound support, proactive outreach, and engagement across multiple channels. Success requires adaptability, being comfortable shifting priorities, adjusting to new workflows, and meeting members where they are. In every interaction, you'll bring our mission to life: treating every member like family.

Position Location:

• Remote from home office.
• Must be hard wired via ethernet cable into your internet router.

Call Center Hours:

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.

Why You'll Love It Here:

• Competitive pay: $19-$24/hr
• Training & Support: paid training and continuous coaching to support growth in a meaningful career.
• Bonuses & Benefits: opportunities for bonuses, incentives, and advancement as Devoted continues to grow and comprehensive benefits (medical, dental, vision, PTO, 401k).
• A mission-driven culture where connection, compassion, and adaptability are core values.

Responsibilities and Impact will include:

• Engage members with empathy and professionalism across calls and digital channels.
• Build high-quality connections that create trust and empower members to take confident steps in their care.
• Translate complex benefits and healthcare information into simple, clear terms.
• Flex between inbound service, outbound engagement, and digital outreach as priorities evolve.
• Adhere to HIPAA compliance and all regulatory requirements to protect member privacy and ensure high-quality service.
• Master multi-tasking skills: you'll be listening to members, talking and typing...all at the same time
• "Can-do" and optimistic attitude.

Required skills and experience:

• Minimum of 1 year of experience in a call center environment.
• Passion for serving others and improving the healthcare experience.
• Proven ability to build rapport, trust, and strong relationships.
• Adaptability and resilience to succeed in a fast-changing, dynamic environment.
• Enjoys learning and applying new skills, processes, and feedback in real time.

#LI-Remote

Salary Range: $19 - $24 / hour

The pay range listed for this position is the range the organization reasonably and in good faith expects to pay for this position at the time of the posting. 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 will 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.

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

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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