Member Flex Guide, Bilingual (English/Spanish)

Devoted Health • Waltham, MA

3d • $20 - $25 • Remote

About The Position

As a Bilingual Member Flex Guide at Devoted Health, you are a primary bridge for our English- and Spanish-speaking members. You will meet members where they are, eliminate language barriers, and help them navigate the complexities of healthcare with deep empathy, cultural awareness, and precision. Guides operate across inbound service, proactive outreach, real-time digital support, and clinical administration. You will seamlessly flex across workflows—shifting from answering benefit questions in Spanish to conducting proactive clinical outreach in English—as seasonal or business needs evolve. In every interaction, you bring our mission to life by treating every member like family while utilizing our AI Guide Assistant to deliver accurate, real-time care. You may be hired into one of the following job profiles: Inbound Member Service Guide, Outbound Member Service Guide, Care Access Guide, Digital Guide, Pharmacy Guide, or Member Outreach Specialist.

Requirements

• Bilingual Proficiency: Professional, native-level oral and written fluency in both English and Spanish is required.
• Customer Experience: 1+ years of experience in a high-volume customer-facing role, contact center, or fast-paced healthcare environment.
• Cultural Competency & Communication: Exceptional interpersonal skills and emotional intelligence, with a natural ability to connect authentically across diverse communities and de-escalate sensitive situations.
• Complex Problem-Solving: Ability to break down intricate insurance and medical concepts into clear terms in both languages.
• Tech Adaptability: Comfort working alongside AI-powered tools and navigating multiple software platforms simultaneously while talking, typing, and translating.
• Agility: Demonstrated ability to pivot between shifting priorities and operate effectively in ambiguous environments.
• Schedule Flexibility: Willingness to work variable hours based on operational needs and seasonal demand.

Nice To Haves

• Background in Medicare Advantage, health insurance, or HIPAA-regulated medical environments.
• Prior experience in a dedicated bilingual customer service or medical translation role.
• Proven stress-management techniques for maintaining composure in fast-paced or emotionally demanding settings.

Responsibilities

• Engage fluently in English and Spanish across all communication channels, including inbound/outbound calls, SMS, chat, secure messaging, email, and video.
• Translate and simplify complex healthcare, insurance, and medical terms into clear, culturally sensitive, and actionable guidance.
• Serve as a trusted point of contact: listen actively to member needs, build rapport, and assist them in finding language-congruent providers and scheduling appointments.
• Conduct proactive outreach in the member's preferred language to share information on preventive screenings, clinical programs, and benefit utilization.
• Identify situations requiring clinical escalation and collaborate with medical staff and bilingual teammates to ensure continuous care.
• Partner with an AI Guide Assistant in real time to access complex benefit information quickly and deliver accurate answers in both languages.
• Maintain complete, accurate documentation in internal systems for every interaction without exception.
• Strictly adhere to HIPAA, regulatory compliance guidelines, and privacy policies to safeguard member trust.
• Consistently meet productivity and quality standards, including resolution rates, service quality metrics, and handle times.
• Flex fluidly between inbound support, outbound campaigns, and cross-functional programs based on seasonal business demands.
• Adapt quickly to changing workflows, technology platforms, and policy updates with a positive, solutions-oriented attitude.
• Actively incorporate real-time coaching and feedback from leadership to drive continuous professional development.

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed