Member Service Guide – Care Guide
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Job Description
Care Guide helping Devoted Health members navigate appointments, benefits, and care coordination. Providing compassionate phone and digital support through Devoted Health’s integrated healthcare platform.
Responsibilities:
- Provide exceptional member support by responding to inquiries with empathy and accuracy
- Assist with provider searches, appointment scheduling and rescheduling, PCP changes, onboarding visits, and connections 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 and coordinate follow-up care
- Educate members on plan benefits, Devoted Medical programs, enrollment opportunities, pharmacy benefits, Medicaid/LIS programs, and other resources
- Maintain timely, complete, and accurate documentation
- Collaborate with CAs, other Care Guides, Care Pathway Guides, and clinical staff to resolve member needs
- Participate in team meetings, learning opportunities, and workflow enhancements
- Adapt to changing priorities, communication channels, and operational workflows
Requirements:
- 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
- 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
- Flexibility in a dynamic environment with evolving priorities and workflows
- Must be 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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