Member Outreach Specialist, D2Me

Devoted Health•Waltham, MA

3d•$19 - $22•Remote

About The Position

Join our team as a Member Outreach Specialist- Empower your career with Devoted Health! A bit about this role: Our Member Outreach Team has the opportunity to make a difference every single day in the complex world of health care. We help connect members with care providers, enroll them in Devoted clinical programs, and empower them to more easily navigate the healthcare system by understanding their plan benefits. We aim to treat every member as we would our own family. As a Member Outreach Specialist (MOS), Devoted to Me (D2Me), you are the primary link to our members. Through inbound and outbound calls, you’ll listen to their unique needs and recommend tailored solutions from Devoted’s full suite of services. Our goal is to be a true partner, helping members achieve their goals and live more fulfilling lives. Work Schedule: Hours of Operation: Monday - Friday 8:00 AM - 8:00 PM ET Schedules Available: Monday - Friday 10:30 AM - 7:00 PM ET AND/OR 11:30 AM - 8:00 PM ET Why You’ll Love It Here: Competitive Pay: $19-$22/hr, paid biweekly Training & Support: Join our 4-week training to get up to speed fast, two weeks of virtual classroom training AND two weeks of nesting Bonuses & Benefits: Quarterly bonuses, 4 weeks of PTO, and generous medical, dental, and vision plans. Plus, 401k contributions and overtime opportunities.

Requirements

Industry Expertise: 1+ years of experience in a high-volume customer-serving role with proven track record of building trust and professional relationships with customers or members; 1+ years experience in healthcare setting highly preferred
Agile Adaptability: Proven success in fast-paced, high-growth environments with the ability to pivot priorities quickly with meticulous attention to detail and strong time management skills
Empathetic Communication: High EQ with a knack for de-escalation and tailoring tone to member needs.
Technical Resourcefulness: Proficient in digital platforms and internal systems to drive efficient service.
Proactive Problem-Solving: Analytical thinker focused on practical solutions and appropriate escalation.
Ownership & Growth: A team player who takes accountability and leverages feedback for development.
Operational Flexibility: Ability to work a flexible schedule based on business needs.
For Bilingual candidates: Professional fluency in both English and Spanish—written and oral—is required.

Nice To Haves

Contact or Call Center experience
Health insurance experience (Medicare Advantage a plus)
Healthcare experience (scheduling, benefits and medical terminology a plus)

Responsibilities

Member Engagement & Education: Conduct 70+ outbound calls/SMS daily to educate members on clinical programs and screenings, breaking down complex healthcare information into clear, actionable steps.
Needs Assessment & Resolution: Utilize data and technology to identify member needs, resolve benefit-related inquiries, and schedule medical appointments to ensure continuity of care.
Performance Excellence: Consistently meet or exceed productivity goals and successful call outcome rates while maintaining accurate system documentation.
Rapport & Trust: Build rapport with members through empathy and patience, fostering a positive experience that gains member confidence and trust.
Operational Agility: Periodically supporting or being cross trained on multiple programs to help with production during peak business seasons, or as business necessitates (such as our inbound Member Service Guide team)