Job Description
Job Description A bit about this role: As a Member Services Guide (MSG) OR a Member Outreach Specialist (MOS) at Devoted Health , you will be a primary point of connection for our members, meeting them where they are, understanding what they need, and helping them navigate the complexities of healthcare with empathy, accuracy, and care. Guides at Devoted work across a range of member-facing functions. Depending on where you are placed - Member Service Guide OR Member Outreach Specialist, your home base may focus on inbound service — responding to member questions, resolving benefit issues, and supporting care navigation in real time — OR on proactive outreach, connecting members with clinical programs, scheduling care, and helping them get ahead of their health needs. Regardless of your primary focus, every Guide is expected to flex across both inbound and outbound work as business needs evolve. That flexibility isn’t a nice-to-have — it’s core to how this team operates and how we serve members well. In every interaction — whether voice, video, SMS, chat, or digital messaging — you’ll bring our mission to life: treating every member like family. You’ll do this by actively listening, anticipating needs, breaking down complex information into clear and actionable guidance, and working alongside our AI Guide Assistant, a real-time tool designed to help you access information instantly so you can stay fully present and focused on the member. Responsibilities and impact: Member Engagement and Support: Engage with members across all channels (voice, digital, SMS, chat, video) with deep empathy, professionalism, and care. Help members navigate benefits, find providers, schedule appointments, and translate complex healthcare information into clear, actionable terms. Conduct proactive clinical outreach, effectively identifying escalation paths and collaborating with clinical staff. Operational Excellence: Leverage data, internal systems, and an AI Guide Assistant to deliver
