Job description
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 a whole bunch of smart, big-hearted people to create a new kind of all-in-one healthcare company — one that combines compassion, health insurance, clinical care, and technology. We want to throw the long ball with people we love for a cause we believe in. Life is short. Join us.
Job Description
A bit more about this role:
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:
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Engaging with members via phone, utilizing our homegrown system, Orinoco, and data to better understand their needs
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Developing a solid understanding of our benefit offerings in order to investigate and resolve member questions
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Breaking down complex health care information so it is clear to our members
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Supporting members in finding a physician or specialist that's aligned with their values and preferences
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Documenting accurate information about member needs in our system
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Listening to members and identifying instances when higher levels of support through our clinical partners is needed
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Assisting members in optimizing their benefit usage
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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
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Working with a team that includes doctors and nurses (Clinical Guides) so that you can seamlessly help members with service and clinical questions
Attributes to success:
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A strong desire to improve the health care experience: you love to serve and make a difference
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Proven success in building relationships and trust
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The ability to adjust your tone and approach to different people
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The ability to break down and articulate complex information in simple terms
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Comfort working in a dynamic startup environment
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Adaptability; processes and workflows may change as we look to improve both the member experience and your experience as a Guide
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Being able to balance building a relationship with our members and supporting the business
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Master multi-tasking skills: you’ll be listening to members, talking and typing...all at the same time!
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“Can-do” and optimistic attitude
Desired skills and experience:
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Ability to work variable shifts and weekends to support the needs of our Members across multiple time zones (Call Center hours are 8am-11pm EST, 6-7 days/week depending on volume and time of year)
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You have a minimum of 3 years of experience in a customer-serving atmosphere
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The ability to comfortably multi-task: you’ll be listening, talking and typing all at the same time
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You’re a great team member with a can-do attitude; you’re self-reflective
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This position can be fully remote or hybrid as desired. We have offices 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 as well as from home, that is available to you, but not required .
Great Benefits!
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We offer competitive hourly pay in addition to incentive bonuses, a fully funded premium free medical dental and vision program, stock options for all employees, 401K and a variety of other generous benefits!
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The hourly rate for this position ranges between $20-24/hour.The estimate displayed represents the typical salary range or starting rate of candidates. Factors that may be used to determine your actual salary may include your specific skills, your work location, how many years of experience you have, and comparison to other employees already in this role. This information is provided to applicants in accordance with applicable state laws.
Devoted is an equal opportunity employer. We are committed to a safe and supportive work environment in which all employees have the opportunity to participate and contribute to the success 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, our company values and the way we do business.
As an Equal Opportunity Employer, the Company does not discriminate on the basis of race, color, religion, sex, pregnancy status, marital status, national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor 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.
COVID-19 Vaccination Requirement: Where permitted by applicable law, candidates must have received or be willing to receive the COVID-19 vaccine by date of hire to be considered. The Company will provide reasonable accommodations to qualified employees with disabilities or for a sincerely held religious belief, practice, or observance.
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