Digital Member Service Guide

Digital Member Service Guide at Devoted Health

As a Digital Member Service Guide at Devoted Health, you will play a pivotal role in supporting members through portal chat conversations, helping them navigate their care and benefits with clarity and compassion. You’ll partner with clinical teams and cross-functional partners to support care coordination needs while also providing accurate, easy-to-understand benefit guidance. In this fast-paced digital environment, you’ll help identify when member concerns need additional support and ensure they are routed or uptiered to the appropriate teams, while maintaining seamless communication and context for follow-through. Through strong written communication, attention to detail, and a member-first mindset, you'll contribute to a culture of authenticity, empathy, and excellence as you help members access the care and benefits they need.

Your Responsibilities and Impact will include:

• Lead real-time digital member support through SMS and Portal Chat, delivering accurate, empathetic guidance that resolves member needs efficiently while maintaining a high-quality experience.
• The majority of your time will be spent serving as a primary point of contact for members via digital channels, however expectations are that you will be asked to flex beyond inbound service to participate in outbound outreach, engagement initiatives, and/or digital communications as business needs change.
• Manage multiple concurrent conversations while maintaining strong response times and meeting digital service level expectations.
• Utilize internal tools, knowledge base, and AI-assisted resources to research member questions and provide clear, reliable information.
• Identify when issues require escalation and create appropriate cases or handoffs to partner teams to ensure members receive timely follow-up and resolution.
• Contribute to a positive team environment by collaborating with peers and sharing insights that help improve workflows, guidance, and the overall digital member experience.
• Participate in quality reviews, coaching sessions, and ongoing training to continuously strengthen knowledge, communication skills, and digital service excellence.
• Adapt to evolving digital tools, workflows, and operational priorities as the Digital Guide program continues to scale and mature.
• Collaborating closely with peers, clinical partners, and cross-functional teams to resolve member needs end-to-end.

Required skills & experience:

• Minimum of 3 years of call center experience or high-volume, over the phone patient-facing experience.
• Demonstrated digital communication proficiency across chat and portal channels, maintaining empathy, clarity, and accuracy.
• Strong time management and ability to thrive in a fast-paced, multitasking environment.
• Resilient, optimistic, and solutions-focused when navigating challenges.
• Ability to independently navigate resources, make sound decisions, and manage multiple systems/screens.
• Successfully completes a written communication exercise and a typing test (55+ WPM).
• Must be available to work variable shifts across multiple time zones, 8am ET – 8pm PT, including weekends.

Desired skills and experience:

• A genuine desire to make the healthcare experience easier for members — you love to serve and are passionate about helping others.
• High level of technology proficiency, with the ability to manage multiple systems, screens, and digital tools simultaneously.
• Demonstrated strength in de-escalation, judgment, and problem-solving.

Key skills/competency

• Digital Communication
• Member Support
• Care Coordination
• Benefit Guidance
• Time Management
• Multitasking
• Problem-Solving
• Empathy
• De-escalation
• Healthcare Navigation