Bilingual Member Engagement Guide - Remote

Devoted; Northern (KY); Hybrid; USD 42,000 - 52,000; Full time

Benefits offered by this job

Health plan (medical, dental, vision)

Paid time off

$100 monthly mobile/internet stipend

Stock options for all employees

Bonus eligibility for most roles

Parental leave program

401K program

Job summary

Devoted Health is seeking a fully remote Bilingual Member Flex Guide to bridge English- and Spanish-speaking members’ needs. You will navigate healthcare concepts, answer benefit questions, and support members across multiple channels with empathy and accuracy.

The role requires professional bilingual fluency, 1+ year in a high-volume customer-facing environment, and comfort using AI-powered tools. Collaborative, patient-focused approach is essential for success.

Responsibilities

• Engage fluently in English and Spanish across all channels (inbound/outbound calls, SMS, chat, secure messaging, email, video)
• Translate and simplify complex healthcare, insurance, and medical terms into clear, culturally sensitive guidance
• Act as a trusted contact: listen, build rapport, and assist members in finding language-congruent providers and scheduling appointments
• Conduct proactive outreach in the member's preferred language to share information on screenings, programs, and benefit utilization
• Identify situations needing clinical escalation and collaborate with medical staff and bilingual teammates
• Partner with an AI Guide Assistant to access benefit information and deliver accurate responses in both languages
• Maintain complete and accurate documentation in internal systems for every interaction
• Adhere to HIPAA and privacy policies, ensuring member trust
• Meet productivity and quality standards for resolution rates and handle times
• Flex across inbound, outbound campaigns, and cross-functional programs as needed
• Adapt to changing workflows and policy updates with a solutions-oriented attitude
• Incorporate real-time coaching for ongoing professional development

Skills

Bilingual Proficiency

Customer Experience

Cultural Competency

Complex Problem-Solving

Tech Adaptability

Agility

Schedule Flexibility

Job description

Devoted Health is seeking a fully remote Bilingual Member Flex Guide to bridge English- and Spanish-speaking members’ needs. You will navigate healthcare concepts, answer benefit questions, and support members across multiple channels with empathy and accuracy.

The role requires professional bilingual fluency, 1+ year in a high-volume customer-facing environment, and comfort using AI-powered tools. Collaborative, patient-focused approach is essential for success.