Member Service Guide, Bilingual – Spanish
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Job Description
Bilingual Care Guide supporting Devoted Health members with healthcare navigation, benefits, appointments, and care coordination. Providing compassionate English- and Spanish-language service through phone, chat, and digital channels.
Responsibilities:
- Respond to English- and Spanish-speaking member inquiries and resolve needs during the first interaction whenever possible
- Assist with provider searches, appointment scheduling and rescheduling, PCP changes, Devoted Medical onboarding visits, and connection to appropriate care teams and resources
- Apply established protocols and clinical tools to support members with symptoms or critical lab results
- Process medication refill requests, coordinate follow-up care, and communicate healthcare updates to members
- Educate members on plan benefits, Devoted Medical programs, enrollment opportunities, pharmacy benefits, Medicaid/LIS programs, and other resources
- Maintain timely, complete, and accurate documentation for continuity of care and reporting
- Partner with CAs, Care Guides, Care Pathway Guides, and clinical staff to resolve member needs
- Participate in team meetings, learning opportunities, and workflow enhancements
- Support changing priorities, communication channels, and operational workflows
Requirements:
- Professional fluency in both English and Spanish — written and oral — is required
- Ability to support members through appointment scheduling, provider selection, benefit navigation, clinical order follow-up, and coordination of healthcare services
- Comfort working within established protocols and escalation pathways while supporting members with time-sensitive healthcare needs
- Strong written and verbal communication skills across phone, chat, and digital platforms
- Ability to identify member needs, connect information across systems, and proactively remove barriers to care
- Ability to evaluate situations, follow established protocols, and determine appropriate next steps
- Compassion, patience, and professionalism when supporting members through healthcare-related concerns
- Ability to work effectively with clinical teams, providers, and cross-functional partners
- Dependable and able to work evenings, weekends, and holidays as business needs require
- Strong internet connection and a secure, private workspace
Benefits:
- 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
- Parental leave program
- 401K program
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