Job title: Member Service Guide – Hawaii, USA
Company: Devoted Health
Job 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. That’s why we’re gathering smart, diverse, and big-hearted people to create a new kind of all-in-one healthcare company — one that combines compassion, health insurance, clinical care, service, and technology – to deliver a complete and integrated healthcare solution that delivers high quality care that everyone would want for someone they love. Founded in 2017, we’ve grown fast and now serve members across the United States. And we’ve just started. So join us on this mission!Job DescriptionA bit about this role:As a Member Service Guide at Devoted Health, you will act as the primary point of support for our members within our Call Centers!More importantly, you will have the opportunity to make a difference by providing compassionate and accurate guidance in the complex world of health care. In other words – you are the guiding light that carries our mission: To treat all of our members like family. You’ll do this by providing a keen listening ear so you can address our members’ inquiries and then go above and beyond the initial reason for their call. A Devoted Member Service Guide actively listens to members, sees opportunity in the unexpected, responds appropriately, and creates a caring atmosphere for our members.Responsibilities and Impact will include:Engaging with members, utilizing technology and data to better understand their needsSupporting members in finding a physician or specialist that’s aligned with their values and preferencesDeveloping a solid understanding of our benefit offerings in order to investigate and resolve member questionsBreaking down complex health care information so it is clear to our membersDocumenting accurate information about member needs in our systemListening to members and identifying instances when higher levels of support through our clinical partners is neededAssisting members in optimizing their benefit usageOperating in a very fast-paced, rapidly growing environment and learning the Devoted offerings and plans as well as abide by HIPAA and compliance regulationsWorking with a team that includes doctors and nurses (Clinical Guides) so that you can seamlessly help members with service and clinical questions.Assist other teams to support cross departmental projects when needed. We act as a team of teams.Required skills and experience:Must be based in the state of Hawaii. Note: this is a fully remote positionFamiliarity with the main areas within Honolulu County (island of O’ahu): Windward side, Leeward/West side, East side, Central O’ahu.A strong desire to improve the health care experience: you love to serve and make a differenceProven success in building relationships and trustAbility to handle intense emotional situationsThe ability to adjust your tone and approach to different peopleThe ability to break down and articulate complex information in simple termsComfort working in a dynamic startup environmentAdaptability; processes and workflows may change as we look to improve both the member experience and your experience as a GuideBeing able to balance building a relationship with our members while supporting the business and maintaining a high level of professionalismMaster multi-tasking skills: you’ll be listening to members, talking and typing…all at the same time!“Can-do” and optimistic attitudeAbility to work variable shifts and weekends to support the needs of our Members across multiple time zonesDesired skills and experience:You have a minimum of 3 years of experience in a customer-serving atmosphereFluent in both English and one of the following languages (not required, but preferred): Filipino dialects – Tagalog & Ilocano, Korean, Chinese – Cantonese & Mandarin, Vietnamese (in both written and oral communication)
You have exceptionally strong interpersonal and communication skills to establish rapport and build positive relationships with members ensuring a personalized and empathetic customer service experience and teammates ensuring great partnership.You have experience utilizing effective stress management techniques to maintain composure and professionalism when faced with challenging and sometimes intense emotional situations.You have experience and success working with feedback from peers and leaders in real time and have the ability and eagerness to apply new learnings quickly.You have previous experience working in highly regulated environments – Ideally an environment that follows HIPAA guidelines and requirementsYou have the ability to comfortably multi-task: you’ll be listening, talking and typing all at the same timePlease Note: This position can be remote or in-office as desired with the option to work in our beautiful office locations in Waltham, MA, New Gloucester, ME or Scottsdale, AZ. If you are local to these areas and would like the hybrid option to work remotely and in the office, that is available to you, but not required.Our Call Center hours of operation are as follows:April – September: Monday – Friday: 8 am – 2 am ET, Saturdays: 8 am – 11 pm ETOctober – November: Sunday – Saturday: 8 am – 2 am ETNovember – March: Sunday – Saturday: 8 am – 1 am ETYour shift assigned at the time of offer will occur within the hours of operation above and will always be 8.5 hours long, inclusive of a 30-minute lunch break.Please note: If offered this position, the training for this position will take place Monday thru Friday during the first three weeks of employment during the following hours:9:30 AM ET – 6 pm ET / 4:30 am HST – 1:00 pm (Daylight Savings factored in)Salary: $20 – $25 / hourOur ranges are purposefully broad to allow for growth within the role over time. Once the interview process begins, your talent partner will provide additional information on the compensation for the role, along with additional information on our total rewards package. The actual base salary offered may depend on a variety of factors, including the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, certifications or other professional licenses held, and the location in which the applicant lives and/or from which they will be performing the job.Our Total Rewards package includes:Employer sponsored health, dental and vision plan with low or no premiumGenerous paid time off$100 monthly mobile or internet stipendStock options for all employeesBonus eligibility for all roles excluding Director and above; Commission eligibility for Sales rolesParental leave program401K programAnd more….*Our total rewards package is for full time employees only. Intern and Contract positions are not eligible.Healthcare equality is at the center of Devoted’s mission to treat our members like family. We are committed to a diverse and vibrant workforce.Devoted is an equal opportunity employer. We are committed to a safe and supportive work environment in which all employees have the opportunity to participate and contribute to the success of the business. We value diversity and collaboration. Individuals are respected for their skills, experience, and unique perspectives. This commitment is embodied in Devoted’s Code of Conduct, our company values and the way we do business.As an Equal Opportunity Employer, the Company does not discriminate on the basis of race, color, religion, sex, pregnancy status, marital status, national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment.
Expected salary: $20 – 25 per hour
Location: Hawaii
Job date: Tue, 01 Oct 2024 07:10:29 GMT
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