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.
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.

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.
Must be bilingual in Spanish in written and oral communication.

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....

Member Service Guide, Digital – Bilingual, Spanish

Key skills