Agent Support Associate

This is a fully remote position, open to applicants in United States.

📋 Description

• Answer inbound calls and messages from brokers via the Agent Portal concerning Devoted Health plans, benefits, processes, and support requirements.

• Support brokers with application submissions, checking status, addressing enrollment inquiries, and outlining next steps.

• Address post-enrollment challenges, including effective dates, plan modifications, eligibility inquiries, and escalations.

• Establish trusted relationships with brokers and agencies through precise, high-quality service.

• Gain expertise in Devoted Health plan benefits, products, offerings, provider networks, and Medicare Advantage processes.

• Manage calls and portal messages while adhering to service-level, productivity, quality, and documentation standards.

• Investigate, research, and resolve broker-related issues utilizing various systems, tools, and resources.

• Collaborate with teams in Enrollment, Contracting, Commissions, Member Services, Sales Operations, and Compliance.

• Recognize recurring issues and identify opportunities for enhancements in processes and broker experiences.

• Adapt to changing processes, technologies, and AI-enabled tools.

• Assist in seasonal initiatives, special projects, and the Snowbird Program across Devoted.

• Accurately document interactions and identify trends or opportunities for process improvement.

⛳️ Requirements

• Bachelor’s degree or equivalent experience in healthcare or a related field.

• 2+ years of experience in customer service or support roles.

• Capability to manage multiple priorities and adapt in a fast-paced environment.

• Strong attention to detail with a focus on accuracy and continuous improvement.

• Exceptional verbal and written communication abilities.

• Bilingual proficiency in English and Spanish is strongly preferred.

• Experience supporting external partners, clients, or customers in a high-paced environment is strongly preferred.

• Prior experience in Medicare Advantage or healthcare operations is strongly preferred.

• Competence in data entry and navigating multiple systems.

• Self-motivated with the ability to work independently while effectively collaborating.

• Availability must align with Monday–Friday 9:00 AM–10:00 PM ET, with coverage required seven days a week during the AEP.

🏝️ Benefits

• Employer-sponsored health, dental, and vision plans with low or no premium.

• Generous paid time off policy.

• $100 monthly stipend for mobile or internet expenses.

• Stock options available to all employees.

• Bonus eligibility for all roles, excluding Director and above.

• Parental leave program.

• 401K program.