Pharmacy Guide, Bilingual - Spanish

Job Description

A bit about this role: 

Our Pharmacy Guide Team is on the front lines of helping members actually get the most out of their healthcare. Not just in theory, but in the real, everyday moments that matter. When medications are confusing, too expensive, delayed, or just hard to stay on, we show up.

A big part of this role is connecting members to programs that support medication adherence. The right support at the right time can make all the difference in helping someone stay on track with their treatment. As a Pharmacy Guide, you make those connections happen. 

This isn’t just about answering calls. It’s about listening closely to understand what’s really going on, identifying barriers, and taking action. You’ll recommend and enroll members in adherence programs, coordinate with providers and pharmacies, and connect members to financial and clinical support. Devoted follows the full medication journey- not just a single interaction.

We’re looking for someone who cares deeply and moves with purpose. Someone who can navigate complexity while keeping the member at the center of every decision. Someone who wants to do work that truly matters. 

Because at the end of the day, this role isn’t just about prescriptions- it’s about helping people live healthier, more confident lives.

Responsibilities and Impact will include: 

• Conducting outreach via telephone and SMS to educate and inform members of available programs that support medication adherence - most of your day will be on the phone with our members

• Utilize internal tools, knowledge base, and AI-assisted resources to research member questions and provide clear, reliable information.

• Scheduling medical appointments for high-risk  members 

• 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

• Displaying a friendly and positive attitude, great patience, and empathy to build instant rapport with our members in order to gain confidence and trust

• Documenting accurate information about member needs in our system

• Communicating frequently with team members and leadership; ensuring all follow up tasks are closed out 

• Periodically supporting or being cross trained on multiple programs to help with production during peak business seasons, or as business necessitates (such as our inbound Member Service Guide team) 

Required skills and experience: 

• Industry Expertise: 2+ years of experience in a high-volume customer-serving role with proven track record of building trust and professional relationships with customers or members; 1+ years experience in healthcare setting highly preferred

• Adaptability in High-Growth Environments: Demonstrated success navigating fast-paced, "start-up" settings; must be agile enough to pivot priorities mid-day and embrace frequent process improvements with a positive attitude.

• Member-Centric Communication: Exceptional written and verbal communication skills, characterized by high emotional intelligence, empathy, and the ability to tailor your tone to de-escalate concerns effectively.

• Technical Literacy & Resourcefulness: High comfort level navigating digital platforms and internal systems; ability to effectively leverage tools to ensure accurate, efficient, and timely service delivery.

• Analytical Problem-Solving: Proactive approach to identifying issues and analyzing options to implement practical solutions, while knowing when to escalate appropriately to maintain service standards.

• Operational Excellence & Detail Orientation: Strong organizational and time management skills with a meticulous eye for detail in documentation, ensuring all tasks adhere to established procedures.

• Accountability & Growth Mindset: A dedicated team player who takes full ownership of outcomes and actively seeks out feedback as a tool for continuous professional development.

• Operational Flexibility: Ability to work a flexible schedule based on business needs. 

• Note: For applicants applying for Bilingual in Spanish roles – You must be fluent in both English and Spanish (in both written and oral communication)