Member Flex Guide, Bilingual/Spanish
WFA Digital Insight
The demand for bilingual customer service professionals in healthcare has surged, with a notable 25% increase in job openings over the past year. As the US healthcare landscape continues to evolve, companies like Devoted Health are at the forefront, prioritizing patient-centric care and support. With a strong foundation in empathy and communication, candidates can thrive in this role. As a Member Flex Guide, you'll be the primary point of contact for members, navigating complex healthcare issues with care and accuracy. Before applying, consider your ability to work in a fast-paced environment, think critically, and adapt to evolving business needs.
Job Description
About the Role
As a Member Flex Guide at Devoted Health, you'll be an integral part of the member services team, serving as the primary point of contact for members navigating the complexities of healthcare. Your role will involve working across a range of member-facing functions, including inbound service, proactive outreach, and care navigation. You'll be responsible for responding to member questions, resolving benefit issues, and supporting care navigation in real-time, all while maintaining a high level of empathy, professionalism, and care.The Member Flex Guide role is designed to be flexible, with the ability to pivot between inbound and outbound work as business needs evolve. You'll work closely with the AI Guide Assistant, a real-time tool designed to help you access information instantly, allowing you to stay fully present and focused on the member.
What You Will Do
- Engage with members across all channels, including voice, digital, SMS, chat, and 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 the 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
- 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
What We Are Looking For
- 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
- Professional fluency in both English and Spanish, written and oral
- Genuine passion for improving the healthcare experience, with a strong desire to serve and make a difference
- Ability to work a flexible schedule based on business needs, including potential seasonal adjustments
- Exceptional interpersonal and communication skills, with high emotional intelligence and the ability to adapt your tone to any situation
- 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
Nice to Have
- Experience in a contact center or call center environment
- Experience in healthcare, with knowledge of clinical programs and care navigation
- Strong multitasking ability, with the ability to listen, talk, and type simultaneously while maintaining accuracy and presence
Benefits and Perks
- Competitive salary and benefits package
- Opportunity to work with a dynamic and growing company, making a real difference in the lives of members
- Collaborative and supportive work environment, with a strong focus on teamwork and professional development
- Flexible scheduling and remote work options, with the ability to work from home or in an office setting
- Access to cutting-edge technology and tools, including the AI Guide Assistant and other digital platforms
- Comprehensive training and onboarding program, with ongoing support and coaching to ensure success in the role
How to Stand Out
- Develop your customer service skills by practicing active listening and empathy, and be prepared to provide examples of times when you've gone above and beyond to support a customer or patient.
- Highlight your ability to work in a fast-paced environment, think critically, and adapt to evolving business needs.
- Familiarize yourself with the AI Guide Assistant and other digital platforms used by Devoted Health, and be prepared to ask questions about how these tools are used in the role.
- Emphasize your passion for improving the healthcare experience and your desire to make a difference in the lives of members.
- Be prepared to provide examples of times when you've worked in a team environment, and highlight your ability to collaborate and communicate effectively with others.
- Consider learning more about the healthcare industry and the specific challenges and opportunities facing Devoted Health, and be prepared to discuss your knowledge and insights during the interview process.
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