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by Chris Durst June 24, 2024
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Devoted Health, a healthcare company that’s working to improve the health and well-being of older Americans, has posted a new Remote Member Service Guide position to their careers page.
As a Member Service Guide, you will be the primary point of support for Devoted’s members. You will help them in finding the physicians and specialists that best suit them, and assisting them in optimizing their benefit usage.
Applicants should have at least 3 years of customer service experience, strong communication skills, and the ability to multi-task.
The pay range for the Remote Member Service Guide is $19 – $24 per hour.
This full-time position comes with employer sponsored health, dental and vision plans, $100 monthly mobile/internet stipend, 401K, and other benefits.
Hiring in the United States with no state hiring exclusions noted in the job posting.
Following are excerpts from the Remote Member Service Guide job listing:
As a Member Service Guide at Devoted Health, you will act as the primary point of support for our members within our Call Centers.
More importantly, you will have the opportunity to make a difference by providing compassionate and accurate guidance in the complex world of health care. In other words – you are the guiding light that carries our mission: To treat all of our members like family. You’ll do this by providing a keen listening ear so you can address our members’ inquiries and then go above and beyond the initial reason for their call. A Devoted Member Service Guide actively listens to members, sees opportunity in the unexpected, responds appropriately, and creates a caring atmosphere for our members.
Responsibilities will include:
- Engaging with members, utilizing technology and data to better understand their needs
- Supporting members in finding a physician or specialist that’s aligned with their values and preferences
- Developing a solid understanding of our benefit offerings in order to investigate and resolve member questions
- Breaking down complex health care information so it is clear to our members
- Documenting accurate information about member needs in our system
- Listening to members and identifying instances when higher levels of support through our clinical partners is needed
- Assisting members in optimizing their benefit usage
- Operating in a very fast-paced, rapidly growing environment and learning the Devoted offerings and plans as well as abide by HIPAA and compliance regulations
- Working with a team that includes doctors and nurses (Clinical Guides) so that you can seamlessly help members with service and clinical questions.
- Assist other teams to support cross departmental projects when needed. We act as a team of teams.
Required skills and experience:
- A strong desire to improve the health care experience: you love to serve and make a difference
- Proven success in building relationships and trust
- Ability to handle intense emotional situations
- The ability to adjust your tone and approach to different people
- The ability to break down and articulate complex information in simple terms
- Comfort working in a dynamic startup environment
- Adaptability; processes and workflows may change as we look to improve both the member experience and your experience as a Guide
- Being able to balance building a relationship with our members while supporting the business and maintaining a high level of professionalism
- Master multi-tasking skills: you’ll be listening to members, talking and typing…all at the same time!
- “Can-do” and optimistic attitude
Desired skills and experience:
- You have a minimum of 3 years of experience in a customer-serving atmosphere
- You have exceptionally strong interpersonal and communication skills to establish rapport and build positive relationships with members ensuring a personalized and empathetic customer service experience and teammates ensuring great partnership.
- You have experience utilizing effective stress management techniques to maintain composure and professionalism when faced with challenging and sometimes intense emotional situations.
- You have experience and success working with feedback from peers and leaders in real time and have the ability and eagerness to apply new learnings quickly.
- You have previous experience working in highly regulated environments – Ideally an environment that follows HIPAA guidelines and requirements
- You have the ability to comfortably multi-task: you’ll be listening, talking and typing all at the same time
- Please Note: This position can be remote or in-office as desired with the option to work in our beautiful office locations in Waltham, MA, New Gloucester, ME or Scottsdale, AZ. If you are local to these areas and would like the hybrid option to work remotely and in the office, that is available to you, but not required.
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
Your shift assigned at the time of offer will occur within the hours of operation above and will always be 8.5 hours long, inclusive of a 30-minute lunch break.
Salary: $19 – 24 per hour
As noted below, determination of the hourly rate for this role is based on evaluation of various skill criteria listed above and cost of living variability.
Our ranges are purposefully broad to allow for growth within the role over time. 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 may 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 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
- And more….
HOW TO APPLY
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CLICK HERE for full details and to apply for this Remote Member Service Guide position. For more jobs like this, check our Newest Jobs & Gigs page. To be the first to hear about jobs like these, join our free Telegram channel. Good luck as you make your work from home plans a reality!
