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Salary: USD 20 - 25 / hourly
Devoted Health is seeking a bilingual Member Flex Guide to serve as a primary bridge for English- and Spanish-speaking members navigating healthcare. This role operates across multiple workflows including inbound service, proactive outreach, real-time digital support, and clinical administration, with the flexibility to shift between responsibilities based on seasonal and business needs.
Key responsibilities include:
• Bilingual Member Engagement: Provide fluent support in English and Spanish across all communication channels (calls, SMS, chat, secure messaging, email, video). Translate and simplify complex healthcare, insurance, and medical terminology into clear, culturally sensitive guidance.
• Trusted Point of Contact: Listen actively to member needs, build rapport, assist in finding language-congruent providers, and schedule appointments. Conduct proactive outreach in members' preferred language regarding preventive screenings, clinical programs, and benefit utilization.
• Clinical Collaboration: Identify situations requiring clinical escalation and work with medical staff and bilingual teammates to ensure continuous care.
• Operational Excellence: Partner with an AI Guide Assistant to access complex benefit information and deliver accurate answers in both languages. Maintain complete, accurate documentation in internal systems. Strictly adhere to HIPAA and regulatory compliance guidelines. Meet productivity and quality standards including resolution rates, service quality metrics, and handle times.
• Flexibility & Growth: Flex between inbound support, outbound campaigns, and cross-functional programs based on seasonal demands. Adapt quickly to changing workflows, technology platforms, and policy updates. Incorporate real-time coaching and feedback for continuous professional development.
Operational hours vary seasonally: April–September (Monday–Friday 8:00 AM–2:00 AM ET, Saturday 8:00 AM–11:00 PM ET); October–November (Sunday–Saturday 8:00 AM–2:00 AM ET); November–March (Sunday–Saturday 8:00 AM–1:00 AM ET). Shifts are 8.5 hours including a 30-minute unpaid lunch break.
Requirements:
• Professional, native-level oral and written fluency in both English and Spanish
• 1+ years of experience in a high-volume customer-facing role, contact center, or fast-paced healthcare environment
• Exceptional interpersonal skills and emotional intelligence with ability to connect authentically across diverse communities and de-escalate sensitive situations
• Ability to break down intricate insurance and medical concepts into clear terms in both languages
• Comfort working alongside AI-powered tools and navigating multiple software platforms simultaneously
• Demonstrated ability to pivot between shifting priorities and operate effectively in ambiguous environments
• Willingness to work variable hours based on operational needs and seasonal demand
Desired qualifications:
• Background in Medicare Advantage, health insurance, or HIPAA-regulated medical environments
• Prior experience in dedicated bilingual customer service or medical translation role
• Proven stress-management techniques for maintaining composure in fast-paced or emotionally demanding settings
