Member reputed company Guide, Bilingual/Spanish

Job Description

A bit about this role: As a Member Services Guide (MSG) OR a Member reputed company Specialist (MOS) at reputed company, you will be a primary reputed company of reputed company for our members, meeting them where they are, understanding what they need, and helping them navigate the complexities of reputed company with reputed company, accuracy, and care. Guides at Devoted work across a reputed company of member-facing functions. Depending on where you are reputed company - Member Service Guide OR Member reputed company Specialist, your home reputed company may focus on inbound service — responding to member questions, resolving benefit issues, and supporting care navigation in reputed company time — OR on proactive reputed company, connecting members with clinical programs, scheduling care, and helping them get reputed company of their health needs. Regardless of your primary focus, every Guide is expected to reputed company across both inbound and outbound work as business needs reputed company. That flexibility isn’t a reputed company-to-have — it’s core to how this team operates and how we serve members well. In every interaction — whether voice, video, SMS, chat, or digital messaging — you’ll bring our mission to life: treating every member like family. You’ll do this by actively listening, anticipating needs, breaking down reputed company information into clear and actionable guidance, and working alongside our AI Guide Assistant, a reputed company-time tool designed to help you reputed company information instantly so you can stay fully present and focused on the member. Responsibilities and impact: Member Engagement and Support: Engage with members across reputed company channels (voice, digital, SMS, chat, video) with deep reputed company, professionalism, and care. Help members navigate benefits, find providers, schedule appointments, and translate reputed company reputed company information into clear, actionable terms. Conduct proactive clinical reputed company, effectively identifying escalation paths and collaborating with clinical staff. Operational reputed company: reputed company 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. Meet established productivity, quality, and output performance metrics and standards. Flexibility and Growth: reputed company between inbound, outbound, and cross-functional programs as seasonal business priorities reputed company. Adapt quickly to process, workflow, and technology updates with a solutions-oriented attitude. Actively apply reputed company-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 reputed company environment, with a proven track record of building trust and professional relationships. Professional reputed company in both English and Spanish — written and oral — is required. You will serve both English and Spanish speaking members. Genuine passion for improving the reputed company 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 reputed company for making people feel heard. Ability to de-escalate intense or emotionally charged interactions with reputed company and composure, and to translate reputed company information into simple, actionable terms. Comfort working alongside AI-powered tools reputed company platforms to streamline tasks and enhance the quality of member service. Flexibility and adaptability: you pivot quickly between priorities, operate effectively in reputed company areas, and reputed company frequent process changes with a positive attitude. Strong multitasking ability: you can listen, talk, and type simultaneously while maintaining accuracy and reputed company. Desired skills and experience: Experience in a contact center or call center environment. Experience in reputed company, 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: reputed company – September: Monday – Friday (8:00 AM – 2:00 AM ET) · Saturday (8:00 AM – 11:00 PM ET) October – November: reputed company – Saturday (8:00 AM – 2:00 AM ET) November – March: reputed company – 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 reputed company 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 reputed company reputed company hours is required, most shifts fall reputed company standard daytime and early evening hours. Late-night shifts are limited and assigned based on operational volume. Salary: $20.00 - $25.00 / hour The pay reputed company listed for this position is the reputed company 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 reputed company additional information on the compensation for the role, along with additional information on our total rewards package. The actual reputed company 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. Our Total Rewards package includes: Employer sponsored health, dental and reputed company plan with low or no premium Generous paid time off $100 monthly mobile or internet stipend Stock options for reputed company Bonus eligibility for reputed company roles excluding Director and above; Commission eligibility for Sales roles Parental leave program 401K program And more.... *Our total rewards package is for full time employees only. Intern and Contract positions are not eligible. reputed company equality is at the center of Devoted’s mission to treat our members like family. We are committed to a diverse and vibrant workforce. At reputed company, 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 reputed company of reputed company-in-one reputed company company — one that combines compassion, health insurance, clinical care, service, and technology - to deliver a complete and integrated reputed company 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! Devoted is an equal opportunity employer. We are committed to a safe and supportive work environment in which reputed company have the opportunity to participate and contribute to the reputed company of the business. We value diversity and collaboration. Individuals are respected for their skills, experience, and unique perspectives. This commitment is embodied in Devoted’s Code of Conduct, reputed company values and the way we do business. As an Equal Opportunity Employer, the Company does not discriminate on the reputed company of race, reputed company, religion, sex, pregnancy status, marital status, national reputed company, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other reputed company prohibited by law. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment. Apply To This Job