Member Flex Guide, Bilingual/Spanish

Devoted Health Services, Inc; Massachusetts; Hybrid; USD 27,552 - 34,440; Full time

Benefits offered by this job

Employer-sponsored health, dental and vision plans

Generous paid time off

Mobile or internet stipend

401(k) program

Bonus eligibility

Job summary

Devoted Health Services, Inc is seeking a Member Services Guide to assist members in navigating healthcare complexities. This role involves engaging with members through various channels while demonstrating empathy and professionalism.

Successful candidates will have strong communication skills, fluency in English and Spanish, and a minimum of 1 year of experience in customer-facing roles, ideally in healthcare. The position offers an hourly rate of $20.00 – $25.00 along with various benefits.

Qualifications

• 1+ years of experience in a high-volume customer-facing role or fast-paced healthcare environment.
• Exceptional interpersonal and communication skills with high emotional intelligence.
• Comfort working alongside AI-powered tools and digital platforms.

Responsibilities

• Engage members across all channels with deep empathy, professionalism, and care.
• Help members navigate benefits, find providers, and schedule appointments.
• Conduct proactive clinical outreach and collaborate with clinical staff.

Skills

Fluency in English and Spanish

Interpersonal and communication skills

Customer service experience

Multitasking ability

Job description

Overview

As a Member Services Guide (MSG) or Member Outreach Specialist (MOS) at Devoted Health, you serve as the primary point of connection for our members, helping them navigate the complexities of healthcare with empathy, accuracy, and care.

Responsibilities

• Engage members across all channels (voice, video, SMS, chat, digital messaging) with deep empathy, professionalism, and care.
• Help members navigate benefits, find providers, schedule appointments, and translate complex healthcare information into clear, actionable terms.
• Conduct proactive clinical outreach, effectively identifying escalation paths and collaborating with clinical staff.
• Leverage data, internal systems, and an AI Guide Assistant to deliver fast, accurate, and fully documented solutions.
• Adhere to HIPAA guidelines, compliance regulations, and internal workflows.
• Meet established productivity, quality, and output performance metrics and standards.
• Flex between inbound, outbound, and cross‑functional programs as seasonal business priorities evolve.
• Adapt quickly to process, workflow, and technology updates with a solutions‑oriented attitude.
• Apply real‑time feedback and coaching from peers and leadership to drive personal growth.

Qualifications

• 1+ years of experience in a high‑volume customer‑facing role or fast‑paced healthcare environment.
• Fluency in both English and Spanish (written and oral).
• Exceptional interpersonal and communication skills with high emotional intelligence.
• Ability to de‑escalate intense or emotionally charged interactions with empathy and composure.
• Comfort working alongside AI‑powered tools and digital platforms.
• Strong multitasking ability, accurately listening, talking, and typing simultaneously.
• Ability to work a flexible schedule based on business needs, including potential seasonal adjustments.

Desired Skills and Experience

• Experience in a contact center or call center environment.
• Experience in healthcare, health insurance, or Medicare Advantage with familiarity of benefits, scheduling, and medical terminology.
• Experience working in highly regulated environments, ideally with HIPAA guidelines.
• Proven ability to navigate multiple software platforms while maintaining composure and accuracy.
• Experience using effective stress management techniques to maintain professionalism in emotionally demanding situations.
• Track record of applying feedback quickly and demonstrating visible growth in response to coaching.

Operational Hours (Seasonal)

April – September: Monday–Friday 8:00 AM - 2:00 AM ET; Saturday 8:00 AM - 11:00 PM ET.
October – November: Sunday–Saturday 8:00 AM - 2:00 AM ET.
November – March: Sunday–Saturday 8:00 AM - 1:00 AM ET.

Compensation and Benefits

Hourly rate: $20.00 – $25.00.
Benefits include employer‑sponsored health, dental and vision plans with low or no premium; generous paid time off; $100 mobile or internet stipend; stock options; bonus eligibility for all roles (excluding Director and above); commission eligibility for sales roles; parental leave program; 401(k) program; and more.

Equal Opportunity Employer

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. 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.