[Remote] Director, Digital & Care Pathway Guide at Devoted Health

United States

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

HealthcareIndustries

Requirements

8+ years of experience in service delivery, healthcare operations, contact centers, or digital operations
Experience with digital service channels (portal, SMS, chat)
Strong ability to translate member needs and service issues into tech and workflow requirements
Comfort with analytics, queue management, telephony systems, and data-driven decision making
Demonstrated ability to influence cross-functional partners without direct authority
Experience leading teams through operational change or new performance expectations

Responsibilities

Overseeing multiple operational teams and building a strong, engaged leadership layer
Iterating and scaling digital-first service pathways across the Devoted Health Plan and Devoted Medical - driving ≥80% of primary care interactions through digital channels and reshaping how members reach out to us with questions
Owning operational performance across digital and phone channels (ASA, FCR, digital adoption, trust, NPS)
Partnering with Product, Engineering, MXE, and Clinical teams to improve workflows and influence the service technology roadmap
Launching new workflows end-to-end—from problem discovery to frontline rollout and continuous improvement
Reducing friction and clinical/service handoffs to create faster, safer, and more coordinated member experiences
Maintaining high-quality SOPs, playbooks, and operational documentation
Representing performance and member insights to senior leadership
Building a culture of engagement, accountability, psychological safety, and continuous improvement

Skills

Key technologies and capabilities for this role

service deliveryhealthcare operationscontact centersdigital operationsdigital service channelsportalSMSchatoperational performanceASAFCRNPSSOPsplaybooksteam leadershipworkflow optimization

Questions & Answers

Common questions about this position

What is the salary range for the Director, Digital & Care Pathway Guide position?

The salary range is $165,000 - $225,000 per year.

Is this position remote?

Yes, this is a remote position.

What skills and experience are required for this role?

Required skills include 8+ years in service delivery, healthcare operations, contact centers, or digital operations; experience with digital service channels like portal, SMS, chat; ability to translate member needs into tech and workflow requirements; comfort with analytics, queue management, telephony systems, and data-driven decisions; ability to influence cross-functional partners; and experience leading teams through change.

What is the company culture like for this role?

The role involves building a culture of engagement, accountability, psychological safety, and continuous improvement.

What makes a strong candidate for this position?

Strong candidates have 8+ years in relevant operations, experience with digital channels, cross-functional influence skills, and a track record of leading change; desired traits include background in experience design, AI-driven insights, product development familiarity, and passion for innovation.

Devoted Health

Medicare Advantage plans with personalized support

About Devoted Health

Devoted Health provides Medicare Advantage plans aimed at simplifying and making healthcare more affordable for seniors aged 65 and older. Their plans include services like provider and pharmacy searches, prescription drug coverage, and preventive care rewards. Members pay premiums for these plans, and the company may also receive government payments for managing Medicare benefits. What sets Devoted Health apart from competitors is their high level of customer service, featuring Devoted Health Guides who assist members in navigating their healthcare options and addressing common issues with traditional insurance. Additionally, they promote preventive care through the Devoted Dollars program, which rewards members for engaging in health activities. The goal of Devoted Health is to create a more compassionate and accessible healthcare experience for its members.

Waltham, MassachusettsHeadquarters

2017Year Founded

$2,194.5MTotal Funding

SERIES_ECompany Stage

HealthcareIndustries

1,001-5,000Employees

Benefits

Comprehensive health plan

401(k) retirement plan

Generous vacation and holiday time

Lyra mental health resources

Time off to vote

Risks

Increased competition from Medicare Advantage providers like Clover Health and Oscar Health.

Potential regulatory changes affecting Medicare Advantage plans by CMS.

Rising healthcare costs could impact the affordability of Devoted Health's plans.

Differentiation

Devoted Health offers personalized assistance through Devoted Health Guides for member support.

The company emphasizes preventive care with its Devoted Dollars rewards program.

Devoted Health integrates virtual and in-home care with top local providers.

Upsides

Devoted Health raised $287 million in Series E funding in 2024.

The company expanded Medicare Advantage plans to eight new states in 2023.

Devoted Health achieved a 5-star Medicare Advantage rating in Ohio in 2023.

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