Member Outreach Specialist, D2Me (Bilingual - Spanish)

Job Description

Join our team as a Member Outreach Specialist- Empower your career with Devoted Health!

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 (MOS), Devoted to Me (D2Me), you are the primary link to our members. Through inbound and outbound calls, you’ll listen to their unique needs and recommend tailored solutions from Devoted’s full suite of services. Our goal is to be a true partner, helping members achieve their goals and live more fulfilling lives.

Work Schedule:

Hours of Operation: Monday - Friday 8:00 AM - 8:00 PM ET

Schedules Available: Monday - Friday 10:30 AM - 7:00 PM ET OR 11:30 AM - 8:00 PM ET

Why You’ll Love It Here:

• Competitive Pay: $19-$22/hr, paid biweekly

• Training & Support: Join our 4-week training to get up to speed fast, two weeks of virtual classroom training AND two weeks of nesting 

• Bonuses & Benefits: Quarterly bonuses, 4 weeks of PTO, and generous medical, dental, and vision plans. Plus, 401k contributions and overtime opportunities.

Responsibilities and Impact will include:

• Member Engagement & Education: Conduct 70+ outbound calls/SMS daily to educate members on clinical programs and screenings, breaking down complex healthcare information into clear, actionable steps.

• Needs Assessment & Resolution: Utilize data and technology to identify member needs, resolve benefit-related inquiries, and schedule medical appointments to ensure continuity of care.

• Performance Excellence: Consistently meet or exceed productivity goals and successful call outcome rates while maintaining accurate system documentation.

• Rapport & Trust: Build rapport with members through empathy and patience, fostering a positive experience that gains member confidence and trust.

• Operational Agility: 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: 1+ 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

• Agile Adaptability: Proven success in fast-paced, high-growth environments with the ability to pivot priorities quickly with meticulous attention to detail and strong time management skills

• Empathetic Communication: High EQ with a knack for de-escalation and tailoring tone to member needs.

• Technical Resourcefulness: Proficient in digital platforms and internal systems to drive efficient service.

• Proactive Problem-Solving: Analytical thinker focused on practical solutions and appropriate escalation.

• Ownership & Growth: A team player who takes accountability and leverages feedback for development.

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

• Professional fluency in both English and Spanish—written and oral—is required.

Desired skills and experience:

• Contact or Call Center experience

• Health insurance experience (Medicare Advantage a plus) 

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

#LI-Remote

Salary Range: $19-22 per hour

The pay range listed for this position is the range the organization reasonably and in good faith expects to pay for this position at the time of the posting. 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 will 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. 

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!

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.