Member Service Guide

📋 Description

• • Be the human face of Devoted Health. Every day you will field 50-80 inbound calls, chats, emails, secure messages, and video sessions from Medicare-eligible members who are navigating everything from surprise bills to life-changing diagnoses. You will greet them by name, listen without interrupting, and turn confusion into clarity in under seven minutes on average.
• • Translate dense EOBs, formularies, prior-authorization rules, and provider-network quirks into plain English that an 82-year-old can act on immediately. You will read between the lines of what a member is asking to uncover the real worry—whether it’s cost, access, or fear—and then guide them to the next best step.
• • Own the full lifecycle of a member interaction. That means opening the contact, documenting in Salesforce Health Cloud, scheduling follow-ups, and closing the loop so no one ever has to repeat their story twice. You will juggle multiple screens, type 45+ WPM while talking, and still sound like you have all the time in the world.
• • Flex between reactive and proactive modes. One hour you may be calming a daughter who just received a $4,000 ambulance bill; the next hour you may be dialing 30 members to remind them their annual wellness visit is free and can be scheduled today. You will pivot without sighing, because priorities shift with seasonal enrollment surges, CMS audits, and real-time queue health.
• • Master our tech stack: Genesys Cloud phone, Salesforce Health Cloud CRM, internal knowledge base, and a proprietary benefits engine. You will keep five browser tabs open, two monitors glowing, and still maintain a warm tone that makes members forget they’re talking to a computer.
• • Champion HIPAA and CMS compliance in every keystroke. You will verify identity, log disclosures, and red-flag potential fraud without ever making the member feel interrogated. Accuracy scores below 98 % trigger coaching; you will welcome that feedback as fuel for growth.
• • Contribute to a living knowledge base. When you discover a new provider billing quirk or a glitch in the formulary search, you will write a 200-word article so the next guide can solve it in 30 seconds. Your edits will be reviewed by clinical pharmacists and regulatory attorneys, giving you direct impact on enterprise policy.
• • Celebrate wins loudly. Whether it’s a member crying with relief or a teammate shaving 20 seconds off average handle time, you will post kudos in Slack, ring the virtual bell, and fuel the culture of connection Devoted is famous for.
• • Grow into leadership paths. Top guides move into Tier 2 clinical concierge, workforce management, training design, or quality assurance within 12–18 months. Your career map is drawn in pencil—because Devoted grows fast and prefers to promote from within.
• • Work a fixed 8.5-hour shift between 8 am and 2 am ET (April–September) or 8 am and 1 am ET (October–March), including one weekend day during peak season. You will know your schedule six weeks in advance and swap shifts through an internal marketplace when life happens.