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Member Service Guide (Bilingual English / Spanish)

| Waltham
A bit about us: 
We’re on a mission to change healthcare — how it’s paid for, delivered, experienced. We want to put people center stage, not process or profit. We are guided by a deep belief that every person on Medicare should be treated like we would treat a member of our own family: with loving care and a profound commitment to their health and well-being. 
That’s why we’re gathering a whole bunch of smart, big-hearted people to create a new kind of healthcare company — one that combines compassion, health insurance, clinical care, and technology seamlessly. 
We want to throw the long ball with people we love for a cause we believe in. Life is short. Join us.
A bit more about this role:
As a Guide at Devoted Health you have the opportunity to make a difference every single day in the complex world of health care. You will be the main point of support for our members. You will be responsible to provide caring accurate guidance in the complex world of health care. The type of care and guidance you would give to your own family member. You will learn deep knowledge about the benefits we’ll offer and be able to explain them to our members. You will work with a team that includes doctors and nurses (Clinical Guides) so that you can seamlessly help members with service and clinical questions. We’ll ask you to take the extra time to make sure our members know what’s available to them; at the same time you’ll learn what is important to them so you can help them even more. You will have a keen ear in listening for the opportunity to help them above and beyond the initial reason for their call. A Devoted Health role actively listens to members, sees opportunity in the unexpected, responds appropriately, and creates a caring atmosphere for our members.

Responsibilities will include:

  • Engage with members and understand their needs - use technology and data to better understand the member and any unspoken needs
  • Have a solid understanding of our benefit offerings so you’re able to investigate and resolve member questions
  • Break down complex health care information so it is clear to our members
  • Support finding a doctor that is aligned with members’ values and preferences
  • Document accurate information about the needs of our members in our system
  • Listening to our members to identify the opportunity to work with your clinical partners to identify opportunities for a great member experience and higher levels of support
  • Assist members in optimizing their benefit usage

Attributes to success:

  • A deep caring to make a change in the health care experience: you love to serve and make a difference
  • You’ve had proven success in building relationships and trust
  • The ability to adjust your tone and approach to different people
  • You can articulate and break down complex information Being present and timely - for your team, for our members
  • The ability to work in a startup environment: which means being transparent in your work, what’s going well, what’s not
  • Being adaptable to change: as we look to make things better for your experience as a Guide and for our members - we will change things as we go and grow!
  • Being able to balance building a relationship with our members and supporting the business

Desired skills and experience:

  • Health insurance experience (Medicare Advantage a plus)
  • Bilingual in English and either Creole or Spanish
  • Solid understanding of health care claims & benefits
  • You have a minimum of 3 years of experience in a customer- serving atmosphere
  • The ability to comfortably multi- task: you’ll be listening, talking and typing all at the same time
  • You’re a great team member with a can-do attitude; you’re self- reflective
  • Our ideal Guide is caring, compassionate, solutions-oriented, and exudes enthusiasm in providing an outstanding experience for Devoted Health’s members.

If you love running towards complex challenges and transforming them into solutions, if you want to make a potentially huge impact on many lives, and if you are looking for a disruptive startup with an inspiring and talented team, Devoted Health may be the place for you! 

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Technology we use

  • Engineering
    • GolangLanguages
    • PythonLanguages
    • TypeScriptLanguages
    • ReactLibraries
    • recomposeLibraries
    • Apollo GraphQLLibraries
    • AngularJSFrameworks
    • gRPCFrameworks
    • AWSFrameworks
    • PostgreSQLDatabases
    • RedshiftDatabases

Location

Our sunny office is in the beautiful Watch Factory alongside the Charles River in Waltham. It's easily reachable by commuter train, bus, or bike.

What are Devoted Health Perks + Benefits

Devoted Health Benefits Overview

We offer bright, open office space with plenty of flexibility, awesome colleagues and a strong focus on our mission and supporting the work/life balance of all Devotees. We believe that taking care of ourselves will help us deliver the best possible service to our members.

We offer a free(100% employer paid) HMO Plan through Blue Cross Blue shield for our employees and their families. We also offer a PPO plan at a very limited cost.

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Fully company paid through Blue Cross Blue Shield
Vision Benefits
Fully company paid through Blue Cross Blue Shield
Health Insurance Benefits
We offer a free(100% employer paid) HMO Plan through Blue Cross Blue shield for our employees and their families. We also offer a PPO plan at a very limited cost.
Life Insurance
Offered through the Hartford
Wellness Programs
Wellness program where you can earn money back for healthy behavior along with an onsite gym and cross fit classes onsite
Onsite Gym
Yes, in our facility
Retirement & Stock Options Benefits
401(K)
Yes, we offer a 401K
Company Equity
Equity offered to all Devotees
Child Care & Parental Leave Benefits
Generous Parental Leave
We offer 3 months fully paid for maternity leave and 1 month paternity leave
Flexible Work Schedule
Family Medical Leave
Yes
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO Polity
Generous PTO
Perks & Discounts
Casual Dress
We embrace the "bring your whole self to work" mantra and want folks to feel comfortable doing their best work
Company Outings
Company retreats, happy hours and team events
Stocked Kitchen
We offer healthy snacks including fresh fruit, bagels and cream cheese, popcorn, energy bars and dark chocolate.
Some Meals Provided
Free lunch weekly
Parking
Free parking onsite
Fitness Subsidies
BCBS reimburses up to 3 months of health club fees
Professional Development Benefits
Job Training & Conferences
We encourage and support our employees in continuing their educational endeavors.
Diversity Program
Devoted has a strong focus on building the most diverse and inclusive workforce we can. We won a 2018 NEVY award for diversity

Additional Perks + Benefits

The people at Devoted are drawn together with the common mission of making a material difference in the healthcare system as a whole and specifically in the lives of the members we serve. We are the type of company that supports employees as they move through the stages of their life while providing constant learning and opportunities for growth and change.

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