Member Service Guide, Bilingual – Spanish

This is a fully remote position, open to applicants in United States.

📋 Description

• Address inquiries from members who speak English and Spanish, striving to resolve their needs during the initial interaction whenever feasible.

• Provide assistance with locating providers, scheduling and rescheduling appointments, changing PCPs, onboarding for Devoted Medical visits, and connecting members to the appropriate care teams and resources.

• Utilize established protocols and clinical tools to assist members experiencing symptoms or critical lab results.

• Handle medication refill requests, coordinate follow-up care, and relay healthcare updates to members.

• Inform members about plan benefits, available Devoted Medical programs, enrollment options, pharmacy benefits, Medicaid/LIS programs, and additional resources.

• Ensure timely, complete, and accurate documentation to maintain continuity of care and for reporting purposes.

• Collaborate with CAs, Care Guides, Care Pathway Guides, and clinical staff to address member needs.

• Engage in team meetings, educational opportunities, and initiatives for workflow improvements.

• Adapt to evolving priorities, communication methods, and operational workflows.

⛳️ Requirements

• Professional fluency in both English and Spanish, encompassing both written and oral communication, is mandatory.

• Capability to assist members with appointment scheduling, provider selection, benefit navigation, clinical order follow-up, and healthcare service coordination.

• Comfort in working within defined protocols and escalation pathways while addressing members' time-sensitive healthcare needs.

• Exceptional written and verbal communication skills across phone, chat, and digital platforms.

• Proficiency in identifying member needs, connecting information across systems, and proactively eliminating barriers to care.

• Ability to assess situations, follow established protocols, and determine appropriate subsequent actions.

• Display compassion, patience, and professionalism when assisting members with healthcare-related issues.

• Capability to work effectively with clinical teams, providers, and cross-functional partners.

• Reliable and able to work evenings, weekends, and holidays as required by business needs.

• Strong internet connectivity and a secure, private workspace are essential.

🏝️ Benefits

• Employer-sponsored health, dental, and vision plans with minimal or no premium.

• Generous paid time off policy.

• Monthly stipend of $100 for mobile or internet expenses.

• Stock options available for all employees.

• Bonus eligibility for all positions, excluding Director and higher roles.

• Parental leave program offered.

• 401K program available.