Role Description As a Member Services Guide (MSG) OR a Member Outreach Specialist (MOS) at Devoted Health, you will be a primary point of connection for our members, meeting them where they are, understanding what they need, and helping them navigate the complexities of healthcare with empathy, accuracy, and care. Guides at Devoted work across a range of member-facing functions. Depending on your placement, your home base may focus on: - Inbound service — responding to member questions, resolving benefit issues, and supporting care navigation in real time. - Proactive outreach — connecting members with clinical programs, scheduling care, and helping them get ahead of their health needs. Every Guide is expected to flex across both inbound and outbound work as business needs evolve. This flexibility is core to how this team operates and how we serve members well. In every interaction — whether voice, video, SMS, chat, or digital messaging — you’ll bring our mission to life: treating every member like family. You’ll do this by: - Actively listening and anticipating needs. - Breaking down complex information into clear and actionable guidance. - Working alongside our AI Guide Assistant, a real-time tool designed to help you access information instantly. Qualifications - 1+ years of experience in a high-volume customer-facing role or fast-paced healthcare environment. - Genuine passion for improving the healthcare experience. - Ability to work a flexible schedule based on business needs. - Exceptional interpersonal and communication skills and high emotional intelligence. - Ability to de-escalate intense or emotionally charged interactions with empathy and composure. - Comfort working alongside AI-powered tools and digital platforms. - Strong multitasking ability. Requirements - Experience in a contact center or call center environment. - Experience in healthcare, health insurance, or Medicare Advantage. - Experience working in highly regulated environments, ideally with HIPAA guidelines. - Proven ability to navigate multiple software platforms simultaneously. - Experience using effective stress management techniques. - A track record of applying feedback quickly and demonstrating visible growth. 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... Company Description 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. We are committed to a diverse and vibrant workforce. Founded in 2017, we've grown fast and now serve members across the United States. Join us on this mission!