Member Service Guide: Care Guide (Bilingual, Spanish)

A bit about this role: As a Member Service Guide, Care Guide (CG) (Bilingual/Spanish), you are the welcoming face and trusted voice of Devoted Medical, playing an essential role in transforming how our members experience healthcare. In this high-impact position, you will serve as the primary front door for members -- English and Spanish-speaking, guiding them through appointments, clearing up benefit inquiries, and solving care coordination needs with empathy and clarity. Working seamlessly across phone, chat, and digital channels, you’ll connect members to the right care at the exact moment they need it most—turning complex healthcare navigation into a compassionate, empowering experience. Responsibilities and Impact will include: Provide Exceptional Member Support: Deliver world-class service by promptly responding to member inquiries with empathy,  accuracy and a commitment to resolving needs during the first interaction whenever possible – to both English and Spanish speaking members. Coordinate Care Navigation & Access: Assist bilingual and non-bilingual members with provider searches, appointment scheduling and rescheduling, PCP changes, Devoted Medical onboarding visits and connection to appropriate care teams and resources.  Clinical Care Coordination:   Applies established protocols and clinical tools to support members presenting with symptoms or critical lab results; processes medication refill requests, coordinates follow-up care, and ensures timely communication of health care updates to members. Deliver Benefit and Program Education: Educate members on plan benefits, Devoted Medical programs, Enrollment opportunities, pharmacy benefits, Medicaid/LIS programs and other available resources.  Maintain Accurate Documentation: Ensure timely complete and accurate documentation to support continuity of care and reporting accuracy. Collaborate Across Teams: Partner with CAs, Care Guides, Care Pathway Guides and clinical staff to close loops and resolve member needs efficiently. Contribute to Team & Process Improvement: Participate in team meetings, learning opportunities, and workflow enhancements that improve member outcomes and operational effectiveness. Adapt to Evolving Business Needs: Demonstrate flexibility in supporting changing priorities, communication channels, and operational workflows.   Required skills and experience: Advanced Problem Resolution: Proven ability to independently navigate complex member needs, apply established protocols, and coordinate resolution across multiple teams and stakeholders ( Prior experience in a Tier 2 support role is a plus for internal candidates.) Professional fluency in both English and Spanish — written and oral — is required. Y ou will serve both English and Spanish speaking members. Healthcare Navigation & Care Coordination: Ability to support members through appointment scheduling, provider selection, benefit navigation, clinical order follow-up, and coordination of healthcare services. Protocol Adherence: Comfort working within established protocols and escalation pathways while supporting members with time-sensitive healthcare needs. Digital Communication Proficiency: Strong written and verbal communication skills – English and Spanish –  with the ability to effectively support members across phone, chat, and digital platforms. Active Listening & Member Advocacy :  Ability to identify member needs, connect information across systems, and proactively remove barriers to care. Critical Thinking & Problem Solving: Ability to evaluate situations, follow established protocols, and determine appropriate next steps to support member needs. Empathy & Emotional Intelligence: Demonstrates compassion, patience, and professionalism when supporting members through healthcare-related concerns. Collaboration & Teamwork: Works effectively with clinical teams, providers, and cross functional partners to coordinate member care and achieve positive