Member Service Guide (Care Guide)

Join Devoted Medical as a Member Service Guide (Care Guide) and play a crucial role in transforming the healthcare experience for our members. In this high-impact position, you will be the primary point of contact for members, guiding them through appointments, addressing benefit inquiries, and coordinating care with empathy and clarity. You will provide exceptional member support, assist with care navigation and access, coordinate clinical care, deliver benefit and program education, maintain accurate documentation, collaborate across teams, contribute to team and process improvement, and adapt to evolving business needs. This position offers a comprehensive health plan, 401K retirement plan, generous vacation and holiday time, mental health resources, stock options, and a remote work environment.

• Provide exceptional member support by promptly responding to inquiries with empathy and accuracy, and resolving needs during the first interaction whenever possible.
• Assist members with care navigation and access, including provider searches, appointment scheduling, and connection to appropriate care teams and resources.
• Educate members on plan benefits, Devoted Medical programs, enrollment opportunities, and other available resources, ensuring they have the information they need to make informed decisions.

• Schedule Flexibility: Must be dependable and able to work evenings, weekends, and holidays as business needs require
• Remote Work Environment: Strong internet connection and a secure, private workspace
• Critical Thinking & Problem Solving: Ability to evaluate situations, follow established protocols, and determine appropriate next steps to support member needs
• Healthcare Navigation & Care Coordination: Ability to support members through appointment scheduling, provider selection, benefit navigation, clinical order follow-up, and coordination of healthcare services
• Active Listening & Member Advocacy: Ability to identify member needs, connect information across systems, and proactively remove barriers to care
• Adaptability & Reliability: Thrives in a dynamic environment with evolving priorities and workflows while maintaining strong performance and accountability
• Empathy & Emotional Intelligence: Demonstrates compassion, patience, and professionalism when supporting members through healthcare-related concerns
• Advanced Problem Resolution: Proven ability to independently navigate complex member needs, apply established protocols, and coordinate resolution across multiple teams and stakeholders. (Prior experience in a Tier 2 support role a plus for internal candidates.)
• Digital Communication Proficiency: Strong written and verbal communication skills with the ability to effectively flex and help members across phone, chat, and digital platforms
• Collaboration & Teamwork: Works effectively with clinical teams, providers, and cross functional partners to coordinate member care and achieve positive outcomes
• Protocol Adherence: Comfort working within established protocols and escalation pathways while supporting members with time-sensitive healthcare needs