Devoted Health

• Support inbound and outbound call campaigns, educating both prospective and current members about Devoted products, answering questions, and assisting with the completion of enrollment applications in compliance with Medicare requirements • Establish rapport with prospective members by demonstrating a friendly, positive demeanor, patience, and empathy, while assessing their needs through effective questioning and active listening to offer solutions that convert them into customers • Assist current members in evaluating their coverage, identifying gaps, and making appropriate plan changes when necessary, all while meeting and exceeding sales quotas and consistently achieving quality and productivity goals • Support ongoing projects and execute all responsibilities in alignment with directives from the Telesales Leadership Team • Transition from Telesales duties after the Annual Enrollment Period (AEP) to supporting the Member Service Guide team from December 15 through March 31, focusing on member service, engagement, and retention to ensure a seamless experience

• Support inbound and outbound call campaigns, educating both prospective and current members about Devoted products. • Answer questions, and assist with the completion of enrollment applications in compliance with Medicare requirements. • Establish rapport with prospective members by demonstrating a friendly, positive demeanor, patience, and empathy. • Assess healthcare needs through effective questioning and active listening to offer solutions that convert them into customers. • Assist current members in evaluating their coverage, identifying gaps, and making appropriate plan changes when necessary. • Meet and exceed sales quotas and consistently achieve quality and productivity goals. • Support ongoing projects and execute all responsibilities in alignment with directives from the Telesales Leadership Team. • Transition from Telesales duties after the Annual Enrollment Period (AEP) to supporting the Member Service Guide team from December 15 through March 31, focusing on member service, engagement, and retention to ensure a seamless experience.

Role Description At Devoted, our member engagement is evolving from standalone campaigns to connected, automated journeys. We need a content powerhouse who is also a MarTech (marketing technology) geek. In this role, you’re not only designing campaigns to delight our members but translating omnichannel strategy into practical execution. You are building out customer journeys in an evolving home-grown customer engagement platform, using AI to personalize content and automate at scale. We are seeking a strategic and meticulous operator who checks every box to plan, activate, and optimize coordinated engagement. From ideation all the way through evaluation, you’re serving as the quarterback to a cross-functional team of big brains, sitting at the intersection of service design, behavior change, content, and technology. This is an individual contributor role for someone who wants to get in the weeds and own operational quality of the member experience. Responsibilities and Impact - Strategic Content Oversight: Translate business goals into thoughtful campaigns. Act as a "player-coach" who can lead strategy while executing high-priority deliverables. - Modular Content Architecture: Define and implement a "Lego-block" content strategy, building reusable components that can be deployed seamlessly across SMS, email, app, and portal notifications. - CMS & MarTech Management: Serve as the power user of our customer engagement platform to orchestrate member journeys. Partner with service designers to ensure their on-paper journey designs are sequenced, chained, monitored, and maintained across channels. Ensure the system is organized, efficient, and capable of supporting complex personalization. Act as the bridge between business needs and technical implementation, informing what the platform should do and how it should evolve. - AI-Driven Scaling: Leverage AI tools to speed up and improve targeting, timing, personalization, content variations, and deployment. Use AI, automation, and dashboards to systemize QA, monitoring, and reporting. - Operational Excellence: Bridge the gap between service design, technical execution, and operational implementation. Design workflows that allow our ops team to move faster and with higher quality, and set up our frontline teams for success. - Performance & Optimization: Bring a quantitative lens to content performance. Monitor engagement metrics and use data to continuously optimize templates and messaging strategies. Monitor member movement through journeys and flag risks or bottlenecks early. Maintain logic for eligibility, suppression, prioritization, and preferences across campaigns. Ensure members are not over-contacted and that no audience or data point falls through the cracks. Qualifications - Content Operations: 6-8 years of experience in content operations, omnichannel and lifecycle marketing, or digital content strategy. - Omnichannel Enablement: Demonstrated experience activating omnichannel journeys, content strategies, or engagement models in a launch or growth-stage environment. - MarTech Mastery: Expert-level experience with marketing automation platforms (e.g., Braze, Iterable, HubSpot, Salesforce Marketing Cloud) and enterprise CMS tools (e.g., Contentful). - Systems Thinking: Demonstrated ability to build modular content frameworks and complex automated workflows. - Strategic Independence: Proven track record of taking high-level objectives and turning them into actionable project plans without significant hand-holding in a fast-paced, evolving environment. - AI Proficiency: Hands-on experience using generative AI tools to scale content production, localization, or personalization. - Data Fluency: Strong analytical skills with the ability to use data to drive content decisions and operational improvements. - Communication Skills: Exceptional and the ability to partner across service design, engineering, and operations teams. Desired Skills and Experience - Experience in healthcare or another highly regulated industry. - Familiarity with SQL or basic data querying to self-serve performance metrics. - Experience building monitoring, QA, or governance frameworks for multi-channel content programs. - Background in platform enablement. Salary $110,000 - $150,000 / year 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; Commission eligibility for Sales roles. - Parental leave program. - 401K program. - And more....

• This role owns the end-to-end operational success of two core pillars within Devoted’s Risk Adjustment Department: Data Submissions and the Retrospective Chart Review Program. • Lead the teams responsible for the successful submission of Devoted’s disease burden reporting by optimizing our internally developed Centers for Medicare & Medicaid Services (CMS) data submission engine. • Manage a high volume, multi-vendor retrospective medical document review operation. • Develop, implement, and achieve KPIs that measure and monitor the successful submission of our risk adjustment data. • Manage relationship with Devoted’s data submission pass-through vendor, and CSCC Operations, CMS’ data submission team. • Read and make determinations on how new and emerging CMS technical guidance impacts our data submission operations. • Maintain our data submission policies, including our policy on how we internally validate, clean, and apply inclusion and exclusion criteria to the data we submit to CMS. • Support other areas of the Risk Adjustment department to ensure end-to-end perspectives are considered for all policy and procedure decisions. • Lead the strategic execution of the multi-channel Retrospective Chart Review Program, including defining, monitoring, and enforcing rigorous Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) for internal teams, offshore partners, and external vendors. • Oversee medical record retrieval in partnership with the Clinical Data Acquisition team. • Own and improve program forecasts and capacity modeling. • Evaluate and integrate AI technologies to optimize the end-to-end chart review workflow, from medical record retrieval through evaluation. • Support QA and audit processes to achieve or exceed 95% coding accuracy. • Support other areas of the Risk Adjustment department to ensure end-to-end perspectives are considered for all policy and procedure decisions.

• Own the health of major voice and text AI workflows, ensuring business, quality, safety, and operational outcomes are met. • Maintain a current view of all major workflows, including status, maturity, failure modes, and next actions. • Monitor weekly indicators (containment, escalation, complaints) and oversee production dashboards to track behavior independently. • Lead response for AI regressions; distinguish between model, prompt, or orchestration issues and drive post-mortems to closure. • Run structured cycles (hypothesis, testing, rollout/rollback) for 'mini-launches' like model swaps, prompt changes, and tool updates. • Design eval systems using golden datasets, LLM-as-judge workflows, and human review queues for production and pre-production. • Guide new workflows during incubation to ensure they launch with proper instrumentation, eval coverage, and safety models. • Translate technical changes into plain language for leadership, explaining what broke, why it matters, and who is fixing it.

Role Description Our Payment Integrity Department ensures that provider claims are paid correctly by the responsible party, for eligible members, according to contractual terms, not in error or duplicate, and free of wasteful or abusive practices. As part of this function, the Payment Integrity Operations Senior Manager is responsible for ensuring the success of Payment Integrity (PI)’s internal programs and processes. The ideal candidate is a self-starter who enjoys taking accountability for operational performance, solving complex operational problems and driving impact in close collaboration with cross-functional stakeholders and teams. Your Responsibilities and Impact will include: - Operational Orchestration: Own the daily health of the operation—monitoring TAT (Turnaround Time), clearing backlogs, and ensuring queue health remains optimal. - Hybrid Workforce Management: Manage and unblock a diverse workforce, including offshore staff augmentation, internal audit teams, and AI agents. - Capacity & Staffing Strategy: Own the staffing model and capacity planning to ensure we are scaled correctly for volume fluctuations. - Friction Removal: Act as the primary escalation point to resolve blockers for vendors and internal teams, ensuring they have the training and job aids needed to succeed. - Efficiency & AI Integration: Identify opportunities to lean out manual processes by deploying and managing AI agents alongside human staff. - SLA & Quality Governance: Oversee vendor performance and maintain the feedback loop between high productivity and rigorous audit accuracy. Qualifications - Thrives in operational execution, escalation management, and problem-solving. - Comfort with ambiguity, including unanticipated and sometimes messy issues that require ownership from triage to resolution. - Analytic mindset and ability to execute qualitative and quantitative analyses that drive impact. - Results-oriented, with a willingness to take initiative and get into details to get the job done. - Exceptional communication and cross-functional collaboration skills, with an ability to influence others. - Strong organizational skills, including prioritizing and managing multiple initiatives at once. - High degree of professionalism. - Desire and ability to quickly learn new domain (Payment Integrity) and skills, including use of LLM to optimize operations. Requirements - 6+ years of operations experience (Medicare Advantage health plan and/or startup a plus). - Experience deploying AI/LLM technologies to solve business challenges. - Experience influencing and driving change in a highly-matrixed organization. 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; Commission eligibility for Sales roles. - Parental leave program. - 401K program. - And more...

Role Description The Clinical Associate is an integral part of our interdisciplinary virtual and home-based (house calls + telehealth) medical practice called Devoted Medical (DM). This role may include occasional weekend hours, through optional overtime. In the role of Clinical Associate you will be a liaison between our healthcare services and Devoted members. You will work closely with our clinicians to provide high touch telehealth visits and support our clinical team through identifying care gaps and working with our members to coordinate across a fragmented healthcare system. - Preparing members to feel comfortable and at ease with video onboarding, prior to their telehealth visit with a Devoted Medical provider (if necessary). - Working with our home health partners to coordinate DME and skilled nursing services. - Coordinating for members to obtain lab testing and imaging, and to track results diligently to ensure that they are reviewed by the ordering clinician when applicable. - Notifying members of lab results and helping to coordinate follow care at the direction of the clinician. - Coordinating with DM Providers on medical record collection, information gathering, setting up and confirming appointments, and submitting outbound communications from Devoted Medical. - Serving as an advocate for our members when they call Devoted Medical for care coordination issues, both through answering and returning phone calls. - Reviewing internal program referrals, sending welcome kits and other educational materials. Disclaimer: This role does not include clinical decision-making or any activity requiring licensure, and that all clinical tasks are delegated by, and performed under the supervision of, licensed professionals. Clinical Associates should direct clinical concerns raised by members to the appropriately licensed team. Qualifications - MA Certification (required), expired MA certifications are OK! - Fully bilingual (English/Spanish), and English. - Two (2) years of patient facing experience with a bonus if you have experience with telehealth. - Prior primary care experience (a plus). Requirements - Experienced in care coordination, particularly helping Medicare patients to close stars care gaps/ complete preventative health screenings (i.e A1c, Blood Pressure, Colorectal Cancer Screenings, Diabetes Eye Exams, Breast Cancer Screenings). - Highly organized and adaptable, able to manage a large member panel (100+ if needed) amidst frequent changes. - Thrive in a fast-paced, high-energy, and rapidly growing organization. - Skilled at easing stress and anxiety for members during difficult times. - Strong communicator, able to effectively interact with various stakeholders including doctors, pharmacies, nurses, and caregivers. - Comfortable working with members via video, phone, portal. - Entrepreneurial self-starter who takes initiative and thrives as a collaborative team player. - Quick to adopt and learn new technologies, including electronic health records and various computer platforms (e.g., Google Chrome, Google Sheets). - Committed to delivering healthcare with the same quality and care you'd want for your own family. - Passionate about helping others improve their health and navigate the healthcare system with compassion, empathy, and warmth. 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; Commission eligibility for Sales roles. - Parental leave program. - 401K program. - And more....

• Preparing members to feel comfortable and at ease with video onboarding, prior to their telehealth visit with a Devoted Medical provider (if necessary) • Working with our home health partners to coordinate DME and skilled nursing services • Coordinating for members to obtain lab testing and imaging, and to track results diligently to ensure that they are reviewed by the ordering clinician when applicable • Notifying members of lab results and helping to coordinate follow care at the direction of the clinician • Coordinating with DM Providers on medical record collection, information gathering, setting up and confirming appointments, and submitting outbound communications from Devoted Medical • Serving as an advocate for our members when they call Devoted Medical for care coordination issues, both through answering and returning phone calls • Reviewing internal program referrals, sending welcome kits and other educational materials

• Oversee and coordinate chart retrieval efforts across various methods and initiatives • Manage and analyze performance metrics and dashboards to drive actionable insights and improvements in record retrieval processes. • Support efforts to establish and/or expand Electronic Health Record “EHR” access • Support and improve Devoted’s ability to request provider records • Implement strategies to identify and rectify discrepancies in record retrieval efforts • Collaborate with cross-functional teams to establish and/or improve processes • Support and improve Devoted’s operational ability to obtain provider attestations • Standardize and document all processes

• Support the Associate Director in managing the day-to-day operations of the External Audit Program • Serve as a versatile operational resource, pivoting across workstreams • Partner closely with workstream leads to identify opportunities for process improvement • Communicate updates, risks, and recommendations clearly to cross-functional stakeholders • Support the Associate Director in building out AI-native monitoring of program-wide KPIs • Support special projects that require structured thinking, thoroughness, and cross-team collaboration