Job Description

A bit about this role:

As a Digital Guide at Devoted Health, you will play a pivotal role in supporting members through portal chat conversations, helping them navigate their care and benefits with clarity and compassion. You’ll partner with clinical teams and cross-functional partners to support care coordination needs while also providing accurate, easy-to-understand benefit guidance. In this fast-paced digital environment, you’ll help identify when member concerns need additional support and ensure they are routed or uptiered to the appropriate teams, while maintaining seamless communication and context for follow-through. Through strong written communication, attention to detail, and a member-first mindset, you'll contribute to a culture of authenticity, empathy, and excellence as you help members access the care and benefits they need.

Your Responsibilities and Impact will include:

• Lead real-time digital member support through SMS and Portal Chat, delivering accurate, empathetic guidance that resolves member needs efficiently while maintaining a high-quality experience.

• The majority of your time will be spent serving as a primary point of contact for members via digital channels, however expectations are that you will be asked to flex beyond inbound service to participate in outbound outreach, engagement initiatives, and/or digital communications as business needs change.

• Manage multiple concurrent conversations while maintaining strong response times and meeting digital service level expectations.

• Utilize internal tools, knowledge base, and AI-assisted resources to research member questions and provide clear, reliable information.

• Identify when issues require escalation and create appropriate cases or handoffs to partner teams to ensure members receive timely follow-up and resolution.

• Contribute to a positive team environment by collaborating with peers and sharing insights that help improve workflows, guidance, and the overall digital member experience.

• Participate in quality reviews, coaching sessions, and ongoing training to continuously strengthen knowledge, communication skills, and digital service excellence.

• Adapt to evolving digital tools, workflows, and operational priorities as the Digital Guide program continues to scale and mature.

• Collaborating closely with peers, clinical partners, and cross-functional teams to resolve member needs end-to-end.

Required skills & experience:

• Minimum of 3 years of call center experience or high-volume, over the phone patient-facing experience

• Demonstrated digital communication proficiency across chat and portal channels, maintaining empathy, clarity, and accuracy

• Strong time management and ability to thrive in a fast-paced, multitasking environment.

• Resilient, optimistic, and solutions-focused when navigating challenges.

• Ability to independently navigate resources, make sound decisions, and manage multiple systems/screens.

• Successfully completes a written communication exercise and a typing test (55+ WPM).

• Must be available to work variable shifts across multiple time zones, 8am ET – 8pm PT, including weekends.

Desired skills and experience:

• A genuine desire to make the healthcare experience easier for members — you love to serve and are passionate about helping others.

• High level of technology proficiency, with the ability to manage multiple systems, screens, and digital tools simultaneously.

• Demonstrated strength in de-escalation, judgment, and problem-solving.

Salary Range: $19.00 - $24.00 / 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.