Bilingual Pharmacy Guide

Devoted Health; Maryland; Remote; USD 63,039,000 - 71,635,000; Full time

Benefits offered by this job

Health, dental and vision plans

401K program

Stock options for all employees

Bonus eligibility

Parental leave program

Generous PTO

Job summary

Devoted Health in the United States is seeking a Bilingual Pharmacy Guide to connect with members in English and Spanish. The role focuses on outbound outreach, medication adherence, and linking members to pharmacy and care support programs.

You will build trust quickly, listen closely, and tailor conversations to overcome barriers while meeting performance targets in a dynamic setting.

Qualifications

• 2+ years in high-volume member/customer-facing roles with outreach or enrollment.
• Professional, native-level fluency in English and Spanish (spoken and written).
• Strong listening, questioning, and objection-handling skills.

Responsibilities

• Manage high-volume outbound calls to engage members in medication adherence and health programs.
• Build trust quickly by asking thoughtful questions and identifying barriers to care.
• Use active listening to guide conversations and influence member actions toward better health.
• Enroll eligible members in pharmacy, financial assistance, and care support programs.
• Investigate issues, identify root causes, and coordinate with providers and care teams.
• Document interactions and manage follow-ups to ensure resolution.

Skills

Bilingual fluency (EN/ES)

Outbound calling

Active listening

Communication skills

Problem solving

Empathy

Ownership & accountability

Performance-driven

Job description

Job Description

We look forward to learning more about your experience! Here is a quick overview of what to expect after clicking "Apply":

• Estimated Time: 5-7 minutes to complete.
• Information Needed: Basic contact details, education level, and an up-to-date resume or work history details.
• Accuracy Notice: Please ensure all resume and employment information is complete and accurate, as background and employment details will be verified during the selection process.
• Workday Account (Optional): We encourage creating a Workday candidate account to track your application status, though it is not required to apply.
• Next Steps & Hiring Roadmap: Our Talent Acquisition team will review your submission. The hiring process typically includes 2-3 interview rounds and a required Spanish bilingual language assessment prior to hire.

A bit about this role:

Our Pharmacy Guide team helps members overcome barriers to staying on their medications and accessing the care and support they need.

This is a fast-paced, high-volume member outreach role, with most of the day spent on outbound phone calls via an autodialer.

As a Bilingual Pharmacy Guide at Devoted Health, you’ll build trust quickly with both English-speaking and Spanish-speaking members, understand what's behind a member's needs or hesitation, solve problems, and connect members to pharmacy, financial assistance, and care support programs.

Successful Bilingual Pharmacy Guides are empathetic, curious, persuasive without being pushy, and strong problem solvers. They don't rely solely on scripts—they listen closely, adapt their approach to each member, and are comfortable working toward measurable performance goals in an evolving environment.

Responsibilities and impact will include:

• Manage high-volume outbound phone calls via an autodialer to engage members in medication adherence and health support programs for both english and spanish speaking members
• Build trust quickly by asking thoughtful questions and identifying underlying barriers to care.
• Use active listening and personalized communication to work through member hesitation and respectfully influence members toward actions that may improve their health.
• Enroll eligible members in pharmacy, financial assistance, medication adherence, and care support programs.
• Investigate member issues, identify root causes, and use sound judgment when the solution isn't immediately obvious.
• Coordinate with providers, pharmacies, and internal clinical teams to resolve member needs and support continuity of care.
• Utilize internal systems, AI-assisted tools, and knowledge resources to research questions and provide accurate information.
• Document interactions accurately, manage follow-up responsibilities, and take ownership of member needs through resolution.
• Adapt quickly to changing tools, workflows, and priorities and apply coaching to continuously improve your performance.

Required skills and experience:

• 2+ years of experience in a high-volume member-, patient-, or customer-facing role involving outreach, engagement, enrollment, retention, behavior change, or consultative problem solving.
• Bilingual Proficiency: Professional, native-level oral and written fluency in both English and Spanish is required.
• Demonstrated ability to influence decisions through active listening, curiosity, personalized communication, and thoughtful objection handling.
• Strong verbal and written communication skills with the ability to listen carefully, answer directly, guide conversations efficiently, and explain complex information clearly and compassionately in both languages
• Strong problem-solving and judgment, including the ability to investigate issues and determine appropriate next steps when the answer isn't immediately obvious.
• Demonstrated ownership, accountability, and ability to follow through on commitments.
• Demonstrated coachability and ability to apply feedback to improve performance.
• Comfortable spending most of the day conducting outbound calls, including conversations with members who may be hesitant or initially uninterested.
• Comfortable working toward individual performance expectations in a fast-paced, metrics-driven environment.

Desired skills and experience:

• Healthcare, pharmacy, Medicare Advantage, medication adherence, patient/member engagement, care coordination, healthcare enrollment or retention, patient advocacy, or contact center experience.
• Experience working remotely and independently.

Salary: $22.00 - $25.00 / hour

Operational Hours & Scheduling Schedules are finalized during the offer process. Shifts are 8.5 hours (including a 30-minute unpaid lunch break) within the coverage windows below.

Shifts you could land in would be:

• Tuesday through Saturday 9 AM to 8:30 pm ET
• Sunday through Thursday 9 AM to 8:30 pm ET

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.

Founded in 2017, Devoted Health is on a mission to dramatically improve the health and well-being of older Americans by caring for everyone like they are family, and that includes our employees. Our robust and seamlessly integrated care platform merges advanced data and AI access with world-class clinical and service experiences to create a member experience that is unlike the industry norm. To continue building upon our mission, we want to bring together those who share our values, embrace change and advancement, and are enthusiastic about where we're going - all the while bringing their own unique qualities, experiences, and expertise, in hopes of further changing the healthcare experience.

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.