Member Flex Guide

About the Role

As a Member Services Guide (MSG) or a Member Outreach Specialist (MOS) at Devoted Health, you will be the 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. Depending on your placement, your home base may focus on inbound service or on proactive outreach.

Regardless of your primary focus, every Guide is expected to flex across both inbound and outbound work as business needs evolve.

• 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.
• Meet established productivity, quality, and output performance metrics and standards.
• Flex between inbound, outbound, and cross‑functional programs as seasonal business priorities evolve.
• Apply real‑time feedback and coaching from peers and leadership to drive personal growth.

• 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.
• Ability to work a flexible schedule based on business needs, including potential seasonal adjustments.
• Exceptional interpersonal and communication skills and high emotional intelligence.
• Ability to de‑calate 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.
• Strong multitasking ability: listen, talk, and type simultaneously while maintaining accuracy and presence.

• 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 in highly regulated environments, ideally with HIPAA guidelines and requirements.
• 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.

• April – September:
  Monday – Friday (8:00AM – 2:00AM ET), Saturday (8:00AM – 11:00PM ET)
• October – November:
  Sunday – Saturday (8:00AM – 2:00AM ET)
• November – March:
  Sunday – Saturday (8:00AM – 1:00AM ET)
• Your assigned shift will be 8.5 hours (inclusive of a 30‑minute lunch break) and will fall within the seasonal hours listed above.
• Salary: $20.00 – $25.00 per hour.
• Typical shift distribution:
  Majority of shifts fall within standard daytime and early evening hours; late‑night shifts are limited and assigned based on operational volume.

• 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.
• 401(k) program.
• Additional benefits available for full‑time employees.

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, and we respect individuals for their skills, experience, and unique perspectives. 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.

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.