Member Flex Guide

About the role

A bit about this role: As a Member Services Guide (MSG) OR a Member Outreach Specialist (MOS) at Devoted Health, you will be a primary point of connection for our members, meeting them where they are, understanding what they need, and helping them navigate the complexities of healthcare with empathy, accuracy, and care. Guides at Devoted work across a range of member-facing functions. Depending on where you are placed - Member Service Guide OR Member Outreach Specialist, your home base may focus on inbound service — responding to member questions, resolving benefit issues, and supporting care navigation in real time — OR on proactive outreach, connecting members with clinical programs, scheduling care, and helping them get ahead of their health needs. Regardless of your primary focus, every Guide is expected to flex across both inbound and outbound work as business needs evolve.

Responsibilities and impact

• Engage with members across all channels (voice, digital, SMS, chat, video) with deep empathy, professionalism, and care.
• Help members navigate benefits, find providers, schedule appointments, and translate complex healthcare information into clear, actionable terms.
• Conduct proactive clinical outreach, effectively identifying escalation paths and collaborating with clinical staff.
• Leverage data, internal systems, and an AI Guide Assistant to deliver fast, accurate, and fully documented solutions.
• Adhere strictly to HIPAA guidelines, compliance regulations, and internal workflows.
• Maintain productivity, quality, and output performance metrics and standards.
• Flex between inbound, outbound, and cross-functional programs as seasonal business priorities evolve.
• Adapt quickly to process, workflow, and technology updates with a solutions-oriented attitude.
• Actively apply real-time feedback and coaching from peers and leadership to drive personal growth.

Required skills and experience

• 1+ years of experience in a high-volume customer-facing role or fast-paced healthcare environment, with a proven track record of building trust and professional relationships.
• Genuine passion for improving the healthcare experience: you love to serve, you care deeply about people, and making a difference motivates you.
• Ability to work a flexible schedule based on business needs, including potential seasonal adjustments.
• Exceptional interpersonal and communication skills and high emotional intelligence: the ability to adapt your tone to any situation, and a natural gift for making people feel heard.
• Ability to de-escalate intense or emotionally charged interactions with empathy and composure, and to translate complex information into simple, actionable terms.
• Comfort working alongside AI-powered tools and digital platforms to streamline tasks and enhance the quality of member service.
• Flexibility and adaptability: you pivot quickly between priorities, operate effectively in gray areas, and embrace frequent process changes with a positive attitude.
• Strong multitasking ability: you can listen, talk, and type simultaneously while maintaining accuracy and presence.

Desired skills and experience

• 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 working 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 to maintain professionalism in emotionally demanding situations.
• A track record of applying feedback quickly and demonstrating visible growth in response to coaching.

Operational Hours by Season

• April – September: Monday – Friday (8:00 AM – 2:00 AM ET) Saturday (8:00 AM – 11:00 PM ET)
• October – November: Sunday – Saturday (8:00 AM – 2:00 AM ET)
• November – March: Sunday – Saturday (8:00 AM – 1:00 AM ET)

Daily Schedule

Your assigned shift will be 8.5 hours (inclusive of a 30-minute lunch break) and will fall within the seasonal hours listed above. Flexibility: Schedules are assigned at potential offer and are subject to change based on business needs, including potential seasonal adjustments to weekend availability. Typical Shift Distribution: While availability across all open hours is required, most shifts fall within standard daytime and early evening hours. Late-night shifts are limited and assigned based on operational volume.

Pay

The pay range listed for this position is the range the organization reasonably and in good faith expects to pay for this position at the time of the posting. Once the interview process begins, your talent partner will provide additional information on the compensation for the role, along with additional information on our total rewards package. The actual base salary offered will depend on a variety of factors, including the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, certifications or other professional licenses held, and the location in which the applicant lives and/or from which they will be performing the job.

Total Rewards Package

• 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

Equal Opportunity Employer

We are committed to a diverse and vibrant workforce. At Devoted Health, we’re on a mission to dramatically improve the health and well-being of older Americans by caring for every person like family. That’s why we’re gathering smart, diverse, and big-hearted people to create a new kind of all-in-one healthcare company — one that combines compassion, health insurance, clinical care, service, and technology - to deliver a complete and integrated healthcare solution that delivers high quality care that everyone would want for someone they love. Founded in 2017, we've grown fast and now serve members across the United States. And we've just started. So join us on this mission!