Agent Support Associate

As an Agent Support Associate (ASA), you’ll serve as a primary point of contact for Devoted Health’s Medicare Advantage broker partners. You’ll provide timely, accurate, solutions-focused support across the enrollment and post-enrollment lifecycle while building trusted relationships with brokers and agencies. This role operates in a fast-paced, service-level-driven environment and requires strong communication, critical thinking, attention to detail, and comfort navigating multiple systems to drive issues through resolution.

Responsibilities

• Answer Broker Inquiries: Respond to inbound calls and Agent Portal messages from brokers regarding Devoted Health plans, benefits, processes, and general support needs.
• Support Enrollment & Application Status: Assist brokers with application submissions, status checks, enrollment questions, and next steps to create a smooth experience for agents and members.
• Resolve Post-Enrollment Issues: Support brokers with post-enrollment needs, including effective dates, plan changes, eligibility questions, and issue escalation.
• Deliver Best-in-Class Broker Support: Build trust through consistent, accurate, and high-quality service that reinforces Devoted Health’s commitment to our broker partners and the members they serve.
• Gain and maintain a strong understanding of Devoted Health plan benefits, products, and offerings.
• Learn to navigate provider networks, including doctors, hospitals, and facilities.
• Understand Medicare Advantage enrollment processes, requirements, and timelines.
• Develop working knowledge of broker contracting, commission payment procedures, and compensation.
• Handle inbound calls and Agent Portal messages while meeting service level, productivity, quality, and documentation standards.
• Investigate, research, and resolve broker issues using multiple systems, tools, and resources.
• Partner with internal teams including Enrollment, Contracting, Commissions, Member Services, Sales Operations, and Compliance to drive resolution.
• Identify recurring issues and opportunities for long-term process and broker experience improvements.
• Establish and maintain strong relationships within the Devoted broker community.
• Adapt to evolving processes, technology, and AI-enabled tools designed to make broker support more efficient and effective.
• Support seasonal initiatives and special projects in partnership with Member Services and other teams across Devoted.

Schedule

• Hours of operation: Monday–Friday 9:00 AM–10:00 PM ET.
• During AEP (October 15th–December 7th), open seven days a week from 9:00 AM–10:00 PM ET.
• Schedules will fall within these hours of operation, with flexibility required for any changes.

Requirements

• Bachelor’s degree or equivalent experience in healthcare or a related field.
• 2+ years of customer service or support experience.
• Ability to balance multiple priorities and adapt in a dynamic environment.
• Strong attention to detail with a mindset for accuracy and continuous improvement.
• Excellent verbal and written communication skills.

Qualifications

• Bilingual English/Spanish strongly preferred.
• Experience supporting external partners, clients, or customers in a fast-paced environment.
• Medicare Advantage or healthcare operations experience strongly preferred.
• Experience with data entry and navigating multiple systems.
• Self-motivated with the ability to work independently while collaborating effectively.

Pay

Salary Range: $24–$27 per hour. The pay range listed is the range the organization reasonably and in good faith expects to pay for this position at the time of the posting. The actual base salary offered will depend on a variety of factors, including the qualifications of the individual applicant, years of relevant experience, specific and unique skills, level of education attained, certifications or other professional licenses held, and the location in which the applicant lives and/or from which they will be performing the job.

Benefits

• 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.

Our total rewards package is for full-time employees only. Intern and Contract positions are not eligible.