Digital Care Coordinator

Job Description
A bit about this role:

As a Digital Care Coordinator at Devoted Health , you will play a pivotal role in supporting members through chat portal conversations, helping them navigate their care with clarity and compassion. You’ll partner closely 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, deep product knowledge, 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 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.

Required skills and experience:

-
Availability to work variable shifts across multiple time zones, 8am EST – 8pm PST, including weekends.

-
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.

-
Proven ability to independently navigate resources, make sound decisions, and manage multiple systems/screens.

-
Comfortable working through ambiguity by asking thoughtful questions, researching across tools and resources, and identifying next best actions to support members effectively.

-
Minimum 3 years of customer- or patient-facing experience; healthcare or Medicare Advantage experience a plus.

-
Successfully completes a written communication exercise and a typing test (55+ WPM).

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.

-
Strong familiarity with Orinoco appointment workflows and outreach entities.

-
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.

-
Call center performance metrics that align with tenure and seniority expectations.

Salary range: ​$23.00 - $28.00 hourly

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