Member Flex Guide, Bilingual (English/Spanish)

Devoted Health•Waltham, MA

4d•$20 - $25

About The Position

As a Bilingual Member Flex Guide at Devoted Health, you serve as a primary connection for English- and Spanish-speaking members, helping them navigate healthcare with empathy, cultural awareness, and accuracy. The role flexes across inbound service, proactive outreach, real-time digital support, and clinical administration as business and seasonal needs change. Guides use an AI Guide Assistant to find information and support members. Successful applicants complete a Spanish bilingual language assessment before hire. Depending on business needs, candidates may be hired into one of these profiles: Inbound Member Service Guide, Outbound Member Service Guide, Care Access Guide, Digital Guide, Pharmacy Guide, or Member Outreach Specialist. Shifts are 8.5 hours, including a 30-minute unpaid lunch break. Schedules are finalized during the offer process. Most shifts occur during daytime and early evening hours, with limited late-night shifts assigned according to call volume. Coverage windows vary by season: April–September, Monday–Friday 8:00 AM–2:00 AM ET and Saturday 8:00 AM–11:00 PM ET; October–November, Sunday–Saturday 8:00 AM–2:00 AM ET; and November–March, Sunday–Saturday 8:00 AM–1:00 AM ET. The stated salary range is $20–$25 per hour. Actual base pay depends on factors such as qualifications, relevant experience, skills, education, certifications or licenses, and work location. The full-time employee rewards package includes employer-sponsored health, dental, and vision plans with low or no premiums, paid time off, a monthly mobile or internet stipend, stock options, bonus eligibility, parental leave, and a 401(k) program.

Requirements

Professional, native-level oral and written fluency in English and Spanish.
At least 1 year of experience in a high-volume customer-facing role, contact center, or fast-paced healthcare environment.
Exceptional interpersonal skills and emotional intelligence, including the ability to connect across diverse communities and de-escalate sensitive situations.
Ability to explain complex insurance and medical concepts clearly in both languages.
Comfort working with AI-powered tools and navigating multiple software platforms while talking, typing, and translating.
Ability to adapt to shifting priorities and work effectively in ambiguous environments.
Willingness to work variable hours based on operational needs and seasonal demand.
Completion of a required Spanish bilingual language assessment before hire.

Nice To Haves

Background in Medicare Advantage, health insurance, or HIPAA-regulated medical environments.
Experience in dedicated bilingual customer service or medical translation.
Stress-management techniques for maintaining composure in fast-paced or emotionally demanding settings.

Responsibilities

Engage with members in English and Spanish through calls, SMS, chat, secure messaging, email, and video.
Translate and explain healthcare, insurance, and medical terminology in clear, culturally sensitive, actionable language.
Listen to members, build rapport, and help them find language-congruent providers and schedule appointments.
Conduct proactive outreach in members’ preferred languages about preventive screenings, clinical programs, and benefit use.
Recognize situations that require clinical escalation and coordinate with medical staff and bilingual teammates to support continuity of care.
Use the AI Guide Assistant in real time to access benefit information and provide accurate answers in both languages.
Document every interaction completely and accurately in internal systems.
Follow HIPAA, regulatory compliance, and privacy requirements.
Meet productivity and quality standards, including resolution rates, service quality metrics, and handle times.
Flex between inbound support, outbound campaigns, and cross-functional programs in response to seasonal business demands.
Adapt to changing workflows, technology platforms, and policy updates.
Incorporate coaching and feedback from leadership to support ongoing professional development.