Member Service Guide

Devoted Health

1d•$19 - $24•Remote

About The Position

Join our team as a Member Service Guide - Empower your career with Devoted Health! A bit about this role: As a Member Service Guide, you’ll be the primary support for our members across inbound calls, outbound outreach, and digital platforms (chat, secure messaging, email, video). Your role is about more than answering questions. It’s about building trust and creating meaningful connections. At Devoted, we believe in high-quality connections: relationships grounded in respect, trust, and genuine care. You’ll embody this by listening deeply, anticipating needs, and empowering members to navigate their healthcare with clarity and confidence. This is a dynamic role that flexes between inbound support, proactive outreach, and engagement across multiple channels. Success requires adaptability, being comfortable shifting priorities, adjusting to new workflows, and meeting members where they are. In every interaction, you’ll bring our mission to life: treating every member like family. Position Location: Remote from home office. Must be hard wired via ethernet cable into your internet router. Call Center Hours: Our Call Center hours of operation are as follows: April - September: Monday - Friday: 8 am - 2 am ET, Saturdays: 8 am - 11 pm ET October - November: Sunday - Saturday: 8 am - 2 am ET November - March: Sunday - Saturday: 8 am - 1 am ET Please note: Your shift, assigned at offer stage, will occur within the hours of operation above and will always be 8.5 hours long, inclusive of a 30-minute lunch break. Schedules are subject to change based on business needs, including potential seasonal adjustments to weekend availability. Most shifts fall within standard daytime and early evening hours. Late-night shifts are limited and assigned based on business needs. Why You’ll Love It Here: Competitive pay: $19-$24/hr Training & Support: paid training and continuous coaching to support growth in a meaningful career. Bonuses & Benefits: Opportunities for bonuses, incentives, and advancement as Devoted continues to grow and comprehensive benefits (medical, dental, vision, PTO, 401k). A mission-driven culture where connection, compassion, and adaptability are core values.

Requirements

You have a minimum of 3 years of experience in a high-volume customer-serving atmosphere or fast-paced healthcare environment
Passion for serving others and improving the healthcare experience.
Proven ability to build rapport, trust, and strong relationships.
Adaptability and resilience to succeed in a fast-changing, dynamic environment.
Enjoys learning and applying new skills, processes, and feedback in real time.
Important note for applicants applying for Bilingual roles. You must be fluent in both English and Spanish (in both written and oral communication).

Nice To Haves

You have a minimum of 1 year of experience in a call center environment highly preferred

Responsibilities

Engage members with empathy and professionalism across inbound calls and digital channels.
Build high-quality connections that create trust and empower members to take confident steps in their care.
Translate complex benefits and healthcare information into simple, clear terms.
Flex between inbound service, outbound engagement, and digital outreach as priorities evolve.
Adhere to HIPAA compliance and all regulatory requirements to protect member privacy and ensure high-quality service.
Master multi-tasking skills: you’ll be listening to members, talking and typing...all at the same time!
“Can-do” and optimistic attitude

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

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