• 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. • The majority of your time will be spent serving as a primary point of contact for members via digital channels, however expectations are that you will be asked to flex beyond inbound service to participate in outbound outreach, engagement initiatives, and/or digital communications as business needs change. • 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.