Member Flex Guide

Devoted Health • Waltham, MA

4d • $20 - $25

About The Position

As a Member Service Guide - Flex at Devoted Health, you are a primary point of connection for members, helping them navigate healthcare with empathy, accuracy, and care. Depending on your placement, your home base may include inbound service, proactive outreach, real-time digital support, or clinical administration. You are expected to flex across workflows as business and seasonal needs evolve, including benefit service, clinical outreach, digital chats, service recovery, and clinical order updates.

You will support members through voice, video, SMS, chat, and digital messaging, actively listening, anticipating needs, explaining complex information clearly, and working with the AI Guide Assistant to access information in real time. You may be hired into one of these profiles: Inbound Member Service Guide, Outbound Member Service Guide, Care Access Guide, Digital Guide, Pharmacy Guide, Member Outreach Specialist, Community Guide, or Grievance Specialist (Complaint Specialist).

The assigned shift is 8.5 hours, inclusive of a 30-minute lunch break, and must fit within the seasonally varying operational hours. Schedules are discussed at the offer stage and may change with business needs, including seasonal weekend availability. Most shifts fall during daytime and early evening hours; late-night shifts are limited and assigned according to operational volume. The listed pay range is $20–$25 per hour. Actual pay depends on factors including qualifications, experience, skills, education, certifications, and work location.

Requirements

• At least 1 year of experience in a high-volume customer-facing role or fast-paced healthcare environment, with a proven ability to build trust and professional relationships.
• Genuine passion for improving the healthcare experience and serving people.
• Ability to work a flexible schedule based on business needs, including potential seasonal adjustments.
• Exceptional interpersonal and communication skills and high emotional intelligence, including the ability to adapt communication style and help people feel heard.
• Ability to de-escalate intense or emotionally charged interactions with empathy and composure, and explain complex information in simple, actionable terms.
• Comfort working with AI-powered tools and digital platforms.
• Flexibility and adaptability, including the ability to shift priorities, work effectively amid ambiguity, and respond positively to frequent process changes.
• Strong multitasking ability, including listening, speaking, and typing simultaneously while maintaining accuracy and presence.

Nice To Haves

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

Responsibilities

• Engage with members across voice, digital, SMS, chat, and video channels with empathy, professionalism, and care.
• Help members navigate benefits, find providers, schedule appointments, and understand complex healthcare information in clear, actionable terms.
• Conduct proactive clinical outreach, identify appropriate escalation paths, and collaborate with clinical staff.
• Use data, internal systems, and the AI Guide Assistant to deliver fast, accurate, and fully documented solutions.
• Follow 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 to process, workflow, and technology updates with a solutions-oriented attitude.
• Apply real-time feedback and coaching from peers and leadership to support personal growth.

Benefits

• Employer-sponsored health, dental, and vision plans 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