Member Flex Guide, Bilingual (English/Spanish)

Job Description

What to Expect When You Apply:

We look forward to learning more about your experience! Here is a quick overview of what to expect after clicking "Apply":

• Estimated Time: 5-7 minutes to complete.

• Information Needed: Basic contact details, education level, and an up-to-date resume or work history details.

• Accuracy Notice: Please ensure all resume and employment information is complete and accurate, as background and employment details will be verified during the selection process.

• Workday Account (Optional): We encourage creating a Workday candidate account to track your application status, though it is not required to apply.

• Next Steps & Hiring Roadmap: Our Talent Acquisition team will review your submission. The hiring process typically includes 2-3 interview rounds and a required Spanish bilingual language assessment prior to hire.

A bit about this role:

As a Bilingual Member Flex Guide at Devoted Health, you are a primary bridge for our English- and Spanish-speaking members. You will meet members where they are, eliminate language barriers, and help them navigate the complexities of healthcare with deep empathy, cultural awareness, and precision.

Guides operate across inbound service, proactive outreach, real-time digital support, and clinical administration. You will seamlessly flex across workflows-shifting from answering benefit questions in Spanish to conducting proactive clinical outreach in English-as seasonal or business needs evolve. In every interaction, you bring our mission to life by treating every member like family while utilizing our AI Guide Assistant to deliver accurate, real-time care.

You may be hired into one of the following job profiles: Inbound Member Service Guide, Outbound Member Service Guide, Care Access Guide, Digital Guide, Pharmacy Guide, or Member Outreach Specialist

Responsibilities and Impact will Include:

Bilingual Member Engagement & Support

• Engage fluently in English and Spanish across all communication channels, including inbound/outbound calls, SMS, chat, secure messaging, email, and video.

• Translate and simplify complex healthcare, insurance, and medical terms into clear, culturally sensitive, and actionable guidance.

• Serve as a trusted point of contact: listen actively to member needs, build rapport, and assist them in finding language-congruent providers and scheduling appointments.

• Conduct proactive outreach in the member's preferred language to share information on preventive screenings, clinical programs, and benefit utilization.

• Identify situations requiring clinical escalation and collaborate with medical staff and bilingual teammates to ensure continuous care.

Operational Excellence

• Partner with an AI Guide Assistant in real time to access complex benefit information quickly and deliver accurate answers in both languages.

• Maintain complete, accurate documentation in internal systems for every interaction without exception.

• Strictly adhere to HIPAA, regulatory compliance guidelines, and privacy policies to safeguard member trust.

• Consistently meet productivity and quality standards, including resolution rates, service quality metrics, and handle times.

Flexibility & Growth

• Flex fluidly between inbound support, outbound campaigns, and cross-functional programs based on seasonal business demands.

• Adapt quickly to changing workflows, technology platforms, and policy updates with a positive, solutions-oriented attitude.

• Actively incorporate real-time coaching and feedback from leadership to drive continuous professional development.

Required Skills & Experience:

• Bilingual Proficiency:Professional, native-level oral and written fluency in both English and Spanish is required.

• Customer Experience:1+ years of experience in a high-volume customer-facing role, contact center, or fast-paced healthcare environment.

• Cultural Competency & Communication:Exceptional interpersonal skills and emotional intelligence, with a natural ability to connect authentically across diverse communities and de-escalate sensitive situations.

• Complex Problem-Solving:Ability to break down intricate insurance and medical concepts into clear terms in both languages.

• Tech Adaptability:Comfort working alongside AI-powered tools and navigating multiple software platforms simultaneously while talking, typing, and translating.

• Agility:Demonstrated ability to pivot between shifting priorities and operate effectively in ambiguous environments.

• Schedule Flexibility:Willingness to work variable hours based on operational needs and seasonal demand.

Desired Skills & Experience

• Background in Medicare Advantage, health insurance, or HIPAA-regulated medical environments.

• Prior experience in a dedicated bilingual customer service or medical translation role.

• Proven stress-management techniques for maintaining composure in fast-paced or emotionally demanding settings.

Operational Hours & SchedulingSchedules are finalized during the offer process. Shifts are 8.5 hours (including a 30-minute unpaid lunch break) within the coverage windows below. Most shifts fall within standard daytime and early evening hours, with limited late-night shifts assigned based on call volume.

• April - September:Monday - Friday (8:00 AM - 2:00 AM ET) · Saturday (8:00 AM - 11:00 PM ET)

• October - November:Sunday - Saturday (8:00 AM - 2:00 AM ET)

• November - March:Sunday - Saturday (8:00 AM - 1:00 AM ET)

Salary Range: $20 - $25/ 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.

Founded in 2017, Devoted Health is on a mission to dramatically improve the health and well-being of older Americans by caring for everyone like they are family, and that includes our employees. Our robust and seamlessly integrated care platform merges advanced data and AI access with world-class clinical and service experiences to create a member experience that is unlike the industry norm. To continue building upon our mission, we want to bring together those who share our values, embrace change and advancement, and are enthusiastic about where we're going - all the while bringing their own unique qualities, experiences, and expertise, in hopes of further changing the healthcare experience.

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.