Bilingual Support Associate

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

📋 Description

• Act as the main contact for Devoted Health’s Medicare Advantage broker partners.

• Address inbound inquiries from brokers via calls and Agent Portal messages related to plans, benefits, processes, and support requirements.

• Provide assistance with application submissions, status inquiries, enrollment queries, and subsequent steps.

• Resolve post-enrollment concerns, including effective dates, plan adjustments, eligibility inquiries, and escalations.

• Keep up-to-date with plan benefits, products, provider networks, Medicare Advantage enrollment, broker contracting, commissions, and compensation protocols.

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

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

• Recognize recurring challenges and opportunities for enhancing processes and the broker experience.

• Develop and sustain relationships within the Devoted broker community.

• Adjust to changing processes, technology, and AI-driven tools.

• Assist with seasonal initiatives and special projects.

• Accurately document interactions and escalate trends or opportunities for process improvements.

• Engage in the Snowbird Program by providing temporary support in other areas following AEP based on seasonal business needs.

⛳️ Requirements

• Bachelor's degree or equivalent experience in healthcare or a related discipline.

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

• Bilingual in English and Spanish is mandatory.

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

• Strong focus on detail and accuracy.

• Exceptional verbal and written communication abilities.

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

• Preference for candidates with Medicare Advantage or healthcare operations experience.

• Familiarity with data entry and navigating various systems.

• Ability to work independently while effectively collaborating with others.

• Flexible schedule required within Monday to Friday from 9:00 AM to 10:00 PM ET; seven-day coverage during AEP may be required.

🏝️ Benefits

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

• Generous paid time off.

• $100 monthly stipend for mobile or internet expenses.

• Stock options available for all employees.

• Eligibility for bonuses for all positions, excluding Director and above.

• 401K retirement plan.

• Parental leave program.

• Participation in the Snowbird Program provides exposure to additional teams, operations, skills, and workflows.