Devoted Health

Member Service Guide, Digital – Bilingual, Spanish

Devoted Health

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $19 - $24 per hour

About the role

  • 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.
  • 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.

Requirements

  • 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.
  • Must be bilingual in Spanish in written and oral communication.
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....
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
digital communicationchat supportportal supporttyping (55+ WPM)call center experiencepatient-facing experiencemultitaskingproblem-solving
Soft Skills
empathyclarityaccuracytime managementresilienceoptimismsolutions-focusedindependent decision-makingcollaborationcommunication