Digital Care Coordinator

Devoted Health, Inc.; Waltham (MA); On-site; USD 32,000 - 39,000; Full time

Benefits offered by this job

Health, dental & vision plans

Generous paid time off

$100 monthly mobile/internet stipend

Stock options for all employees

Bonus eligibility for most roles

Parental leave program

401K program

And more

Job summary

Devoted Health, Inc. is seeking a Digital Guide to provide real-time support to members via Portal Chat. You will deliver accurate, empathetic responses, manage multiple conversations, and leverage AI-assisted tools to resolve questions while upholding service levels.

The role requires collaboration with clinical partners and cross-functional teams, ongoing training, and comfort with evolving digital workflows as the program scales.

Qualifications

• Availability to work variable shifts across time zones (8am EST–8pm PST), including weekends.
• Demonstrated digital communication proficiency across chat and portal channels with empathy and accuracy.
• Strong time management and ability to thrive in a fast-paced multitasking environment.
• Resilient, optimistic, and solutions-focused in facing challenges.
• Proven ability to navigate resources, make sound decisions, and manage multiple systems.
• Comfortable with ambiguity and asking thoughtful questions to support members.
• Minimum 3 years of customer- or patient-facing experience; healthcare or Medicare Advantage a plus.
• Successfully completes a written communication exercise and a typing test (55+ WPM).

Responsibilities

• Lead real-time digital member support through Portal Chat with accurate, empathetic guidance.
• Manage multiple concurrent conversations while meeting response times and digital service level expectations.
• Utilize internal tools, knowledge base, and AI-assisted resources to research member questions.
• Identify when issues require escalation and hand off to partner teams.
• Collaborate with peers and cross-functional teams to improve workflows and the member experience.
• Participate in quality reviews, coaching, and ongoing training to strengthen knowledge and skills.
• Adapt to evolving digital tools, workflows, and priorities as the program scales.
• Collaborate with clinical partners to resolve member needs end-to-end.

Skills

Digital communication

Time management

Empathy

Problem solving

Research across tools

Ambiguity navigation

Customer-facing experience

Tools

Orinoco workflows

Knowledge base

Job description

Responsibilities and Impact

• Lead real-time digital member support through Portal Chat, delivering accurate, empathetic guidance that resolves member needs efficiently while maintaining a high-quality experience.
• Manage multiple concurrent conversations while maintaining strong response times and meeting digital service level expectations.
• Utilize internal tools, knowledge base, and AI-assisted resources to research member questions and provide clear, reliable information.
• Identify when issues require escalation and create appropriate cases or handoffs to partner teams to ensure members receive timely follow-up and resolution.
• Contribute to a positive team environment by collaborating with peers and sharing insights that help improve workflows, guidance, and the overall digital member experience.
• Participate in quality reviews, coaching sessions, and ongoing training to continuously strengthen knowledge, communication skills, and digital service excellence.
• Adapt to evolving digital tools, workflows, and operational priorities as the Digital Guide program continues to scale and mature.
• Collaborating closely with peers, clinical partners, and cross-functional teams to resolve member needs end-to-end.

Required skills and experience

• Availability to work variable shifts across multiple time zones, 8am EST - 8pm PST, including weekends.
• Demonstrated digital communication proficiency across chat and portal channels, maintaining empathy, clarity, and accuracy
• Strong time management and ability to thrive in a fast-paced, multitasking environment.
• Resilient, optimistic, and solutions-focused when navigating challenges.
• Proven ability to independently navigate resources, make sound decisions, and manage multiple systems/screens.
• Comfortable working through ambiguity by asking thoughtful questions, researching across tools and resources, and identifying next best actions to support members effectively.
• Minimum 3 years of customer- or patient-facing experience; healthcare or Medicare Advantage experience a plus.
• Successfully completes a written communication exercise and a typing test (55+ WPM).

Desired skills and experience

• A genuine desire to make the healthcare experience easier for members - you love to serve and are passionate about helping others.
• Strong familiarity with Orinoco appointment workflows and outreach entities.
• High level of technology proficiency, with the ability to manage multiple systems, screens, and digital tools simultaneously.
• Demonstrated strength in de-escalation, judgment, and problem-solving.
• Call center performance metrics that align with tenure and seniority expectations.

Salary range

Salary range: $23.00 - $28.00 hourly 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....

Company Overview

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.

Equal Opportunity Statement

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.