18 July 2023
Devoted Health Response
2yHello!
Thank you for taking the time to leave a review. We’re happy to hear that you’ve enjoyed the ability to work remotely, our benefits and your colleagues here at Devoted during your time so far.
We regret to hear that you deem the pay and your recent raise as unsatisfactory. We offer a salary and benefits combination package that together is very competitive with our competition and within the market for customer service teams and we’re sorry you feel this way.
We’re sorry to also hear that you believe our view on Member Service Guides is negative. It is without a doubt that we view and build out the MSG team with the notion that it truly is the heartbeat of our business and why our members undoubtedly trust us, refer their friends to us and continue to re-enroll year over year. Your contribution as a Member Service Guide is immensely impactful to our team, our mission and our members.
We value our Member Service Guides, and at the same time, we hold them to high standards as a group when it comes to metrics. This not only allows us to offer superior service to our members but also ensures that we remain in compliance with service level rules and regulations established by the federal government. We recognize these regulations do create some limitations within this role but we have built in other benefits and a stress reduction programs to support our guides on a day to day basis.
Lastly, we’re sorry to hear that you feel you have not been heard. We have multiple means for our guides to offer their feedback, including 1:1’s with their leader or on monthly surveys, in periodic focus groups or in annual town halls. We recognize that all experiences and perceptions vary and would very much like to continue this conversation to hear your feedback about the above concerns you have. If you would like to continue the conversation as well, please reach out to Michelle Mulcahy, Director of Member Service Guide at mmulcahy@devoted.com.