Bilingual Member Outreach Specialist

At Devoted Health, we’re on a mission to dramatically improve the health and well-being of older Americans by caring for every person like family. That’s why we’re gathering smart, diverse, and big-hearted people to create a new kind of all-in-one healthcare company — one that combines compassion, health insurance, clinical care, service, and technology - to deliver a complete and integrated healthcare solution that delivers high quality care that everyone would want for someone they love. Founded in 2017, we've grown fast and now serve members across the United States.  And we've just started. So join us on this mission!

Job Description

A bit about this role: 

Our Member Outreach Team has the opportunity to make a difference every single day in the complex world of health care.  We help connect members with care providers, enroll them in Devoted clinical programs, and empower them to more easily navigate the healthcare system by understanding their plan benefits.  We aim to treat every member as we would our own family.

As a Member Outreach Specialist, your primary role is to connect with our members through inbound and outbound calls.  You will use this connection to listen to our member’s needs and recommend solutions that reflect the full breadth and depth of what Devoted has to offer.   At the end of the day, we want to be partners in helping our members achieve their goals–to live their life in a way that brings them fulfillment.  

Your Responsibilities and Impact will include:

• Engaging with members, utilizing technology and data to better understand their needs

• Conducting outreach via telephone and SMS to educate and inform members of available clinical programs or important screenings relevant to them (i.e. eye exams, cancer screenings) 

• Scheduling medical appointments for 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

• Meet and consistently exceed productivity goals

  • ~70 outbound calls per day

  • Meeting or exceeding successful call outcome rate based on the program objectives

• 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 

• Floating to other phone-based workstreams (such as our inbound Member Service Guide team) as-needed based on seasonality and call volume variability
   

Required skills and experience: 

• A strong desire to improve the health care experience: you love to serve and make a difference

• Proven success in building relationships and trust

• Ability to handle intense emotional situations

• The ability to adjust your tone and approach to different people

• The ability to break down and articulate complex information in simple terms

• Comfort working in a dynamic startup environment

• Adaptability; processes and workflows may change as we look to improve both the member experience and your experience as a Member Outreach Specialist

• Being able to balance building a relationship with our members while supporting the business and maintaining a high level of professionalism

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

• “Can-do” and optimistic attitude

Desired skills and experience: 

• You have a minimum of 1 years of experience in a customer-serving atmosphere

• Previous call center experience a plus 

• Health insurance experience (Medicare Advantage a plus) 

• Healthcare experience (scheduling, benefits and medical terminology a plus) 

• Availability to work variable shifts to support the needs of our members across multiple time zones 

• Extra interest in bilingual Spanish speakers or experience engaging across various cultures

#L1-Remote

Salary Range: $18 - $21 per 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 options for all employees

• Bonus eligibility for all roles excluding Director and above; Commission eligibility for Sales roles

• Parental leave program

• 401K program

• And more....

*Our total rewards package is for full time employees only. Intern and Contract positions are not eligible.

Healthcare equality is at the center of Devoted’s mission to treat our members like family.  We are committed to a diverse and vibrant workforce. 

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. Individuals are respected for their skills, experience, and unique perspectives. This commitment is embodied in Devoted’s Code of Conduct, our company values and the way we do business.

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. 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.