Job Description
Title: Member Service Guide, Outbound – Fully Remote
Location: Massachusetts, United States
Full-Time
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 Description
A bit about this role:
At Devoted Health we invest in a service experience where members feel cared for and deeply known. We provide compassionate and accurate guidance in the complex world of health care. And importantly, we understand what people need, and invest in moments that matter.
We’ve realized that we shouldn’t just wait for members to call us; we can anticipate their needs and support them earlier and better. Hence our official proactive member engagement function Outbound Guide.
Our Outbound Guide team is responsible for anticipating, and responding to member needs. We proactively reach out to:
- Help members know, use, and love their benefits (via welcome calls and campaigns focused on utilizing supplemental benefits like OTC or Healthy Foods cards)
- Prevent issues from becoming problems (by confirming address changes or helping members find in-network providers or facilities, we prevent disruptions in care)
- Seek feedback and ideas on how to make Devoted even better (via retention or survey calls)
- The opportunities to provide excellent service are endless!
As an Outbound Guide at Devoted Health, you will act as a primary point of support for our members. You are a master of human connection, a creative thinker and above all – have a passion for great service. You engage members fully, and provide them with the information and resources to take full advantage of everything Devoted has to offer. You do this by actively listening to members, finding opportunity in the unexpected, empathizing appropriately, and creating a caring atmosphere for everyone.
Responsibilities will include:
- Consistently meeting or exceeding productivity goals
- Conducting outreach via SMS & telephone to support a variety of topics (i.e. educate members on Devoted Health’s benefits or assist them through a process like being reimbursed)
- Developing a solid understanding of our benefit offerings and platform so you can clearly resolve member questions during calls
- Ahead of follow up calls, diving into member issues to ensure you have the information you need to address the original ask
- Providing service recovery for members – empathizing with their feelings and offering aid
- Displaying a friendly and positive attitude, patience, and warmth to build rapport
- Documenting accurate information about member needs in our system
- Communicating frequently with team members and leadership; ensuring all follow up tasks are closed out
- Working hand-in-hand with other Devoted teams to address member needs. This could look like supporting occasional inbound call needs (answering member questions about the Health Plan or transferring them to a Devoted Medical provider) or writing cards to members on behalf of our experience team when an occasion calls for it.
Attributes to success:
- A deep caring to effect change in healthcare experiences: you love to serve & make a difference
- Proven success in building relationships and trust
- Self-motivated and excited to exceed goals
- Proven ability to work in a fast-paced, dynamic environment
- You’re a great team player with a can do attitude
- You’re adaptable to change we will change things as we go and grow!
Desired skills & experience:
- You have a minimum of 3 years of experience in a customer or patient-serving role
- Previous call center experience a plus
- Technology proficiency & the ability to multi-task.
- You’ll manage multiple screens and systems
- Health insurance experience (Medicare Advantage) a plus
- Availability to work the shifts we need to support the needs of our members across multiple time zones.