Member Service Guide, Pharmacy - Bilingual/Spanish

Job Description

A bit about this role:

Our Pharmacy Guide team helps members overcome barriers that make it difficult to stay on their medications and navigate their healthcare needs. Pharmacy Guides play a critical role in improving medication adherence by connecting members to the right programs, resources, and support at the right time.

This is a fast-paced, high-volume outreach role focused on building trust, solving problems, and supporting members throughout their healthcare journey. Most of your day will involve outbound calls and SMS, helping members understand their options, resolve issues, and access the care and support they need.

Successful Pharmacy Guides are empathetic, adaptable, proactive, and comfortable balancing member experience with performance expectations in a rapidly evolving environment. 

Responsibilities and Impact will include:

• Conduct outbound outreach via phone and SMS to educate and engage members in medication adherence and health support programs. Most of your day will be on the phone with our members.

• Build trust quickly with members through empathetic, solutions-oriented conversations that identify barriers to care

• Enroll eligible members into pharmacy, financial assistance, and care support programs that improve health outcomes

• Coordinate with providers, pharmacies, and internal clinical teams to help resolve member issues and support continuity of care

• Schedule medical appointments for high-risk members when appropriate

• Utilize internal systems, AI-assisted tools, and knowledge resources to research member questions and provide accurate information

• Document member interactions accurately, manage follow-up tasks, and adapt quickly to changing workflows and business needs
   

Required skills and experience:

• 2+ years of experience in a high-volume customer-facing, outreach, or support role

• Strong verbal and written communication skills with the ability to build trust and explain complex information clearly and compassionately

• Comfortable spending most of the day on outbound phone outreach in a fast-paced, metrics-driven environment

• Ability to manage multiple systems, workflows, and follow-up tasks accurately while adapting to changing priorities

• Demonstrated accountability, ownership, coachability, and comfort receiving performance-based feedback
   

Desired skills and experience:

• Healthcare, pharmacy, Medicare Advantage, care coordination, patient outreach, or contact center experience

• Remote work experience 

Work Schedule:

• Hours of Operation: Monday - Friday 8:00 AM - 8:00 PM ET

• Schedules Available: Monday - Friday 10:30 AM - 7:00 PM ET AND/OR 11:30 AM - 8:00 PM ET

Salary: $22.00 - $25.00 / hour

The pay range listed for this position is the range the organization reasonably and in good faith expects to pay for this position at the time of the posting. 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 will 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 premium

• Generous paid time off

• $100 monthly mobile or internet stipend

• Stock options for all employees

• Bonus eligibility for all roles excluding Director and above; Commission eligibility for Sales roles

• Parental leave program

• 401K program

• And more....

*Our total rewards package is for full time employees only. Intern and Contract positions are not eligible.

Founded in 2017, Devoted Health is on a mission to dramatically improve the health and well-being of older Americans by caring for everyone like they are family, and that includes our employees. Our robust and seamlessly integrated care platform merges advanced data and AI access with world-class clinical and service experiences to create a member experience that is unlike the industry norm. To continue building upon our mission, we want to bring together those who share our values, embrace change and advancement, and are enthusiastic about where we're going — all the while bringing their own unique qualities, experiences, and expertise, in hopes of further changing the healthcare experience.

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.