Member Service Guide

Job Description

Join our team as a Member Service Guide - Empower your career with Devoted Health!

A bit about this role:

As a Member Service Guide, you’ll be the primary support for our members across inbound calls, outbound outreach, and digital platforms (chat, secure messaging, email, video). Your role is about more than answering questions. It’s about building trust and creating meaningful connections. At Devoted, we believe in high-quality connections: relationships grounded in respect, trust, and genuine care. You’ll embody this by listening deeply, anticipating needs, and empowering members to navigate their healthcare with clarity and confidence.

This is a dynamic role that flexes between inbound support, proactive outreach, and engagement across multiple channels. Success requires adaptability, being comfortable shifting priorities, adjusting to new workflows, and meeting members where they are. In every interaction, you’ll bring our mission to life: treating every member like family.

Position Location:

• Remote from home office. 

• Must be hard wired via ethernet cable into your internet router.

Call Center Hours:

Our Call Center hours of operation are as follows:

• April - September: Monday - Friday: 8 am - 2 am ET, Saturdays: 8 am - 11 pm ET

• October - November: Sunday - Saturday: 8 am - 2 am ET

• November - March: Sunday - Saturday: 8 am - 1 am ET

Your shift assigned at the time of offer will occur within the hours of operation above and will always be 8.5 hours long, inclusive of a 30-minute lunch break.

Why You’ll Love It Here:

• Competitive pay: $19-$24/hr 

• Training & Support: paid training and continuous coaching to support growth in a meaningful career.

• Bonuses & Benefits: opportunities for bonuses, incentives, and advancement as Devoted continues to grow and comprehensive benefits (medical, dental, vision, PTO, 401k).

• A mission-driven culture where connection, compassion, and adaptability are core values.
   

Responsibilities and Impact will include:

• Engage members with empathy and professionalism across calls and digital channels.

• Build high-quality connections that create trust and empower members to take confident steps in their care.

• Translate complex benefits and healthcare information into simple, clear terms.

• Flex between inbound service, outbound engagement, and digital outreach as priorities evolve.

• Adhere to HIPAA compliance and all regulatory requirements to protect member privacy and ensure high-quality service.

• Master multi-tasking skills: you’ll be listening to members, talking and typing...all at the same time!

• “Can-do” and optimistic attitude.
   

Required skills and experience: 

• Minimum of 1 year of experience in a call center environment.

• Passion for serving others and improving the healthcare experience.

• Proven ability to build rapport, trust, and strong relationships.

• Adaptability and resilience to succeed in a fast-changing, dynamic environment.

• Enjoys learning and applying new skills, processes, and feedback in real time.

#LI-Remote
 

Salary Range: $19 - $24 / hour

Our ranges are purposefully broad to allow for growth within the role over time. Once the interview process begins, your talent partner will provide additional information on the compensation for the role, along with additional information on our total rewards package. The actual base salary offered may depend on a variety of factors, including the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, certifications or other professional licenses held, and the location in which the applicant lives and/or from which they will be performing the job.

Our Total Rewards package includes:

• Employer sponsored health, dental and vision plan with low or no premium

• Generous paid time off

• $100 monthly mobile or internet stipend

• Stock