[Hiring] Agent Support Associate @Devoted Health

Role Description

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 and Impact

• 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.

Day in the Life of an Agent Support Associate

Hours of operation:

• Monday–Friday 9:00 AM–10:00 PM ET
• During AEP (October 15th–December 7th) we are open seven days a week from 9:00 AM–10:00 PM ET

A typical day may include:

• Logging into the Agent Support queue to assist brokers through phone and Agent Portal messages.
• Researching application statuses, enrollment details, contracting questions, or post-enrollment issues.
• Using available technology and AI-enabled tools to quickly locate information and support accurate resolution.
• Partnering with internal teams to resolve complex broker or member situations.
• Documenting interactions clearly and accurately to ensure continuity, visibility, and compliance.
• Identifying trends or recurring issues and escalating opportunities for process improvement.
• Shifting focus based on volume, seasonal demand, or priority initiatives.

During peak periods such as AEP and OEP, the pace increases and collaboration becomes even more critical. Flexibility, focus, and teamwork are key to success.

Snowbird Program

Agent Support participates in Devoted’s Snowbird Program, designed to flex talent across the organization based on seasonal business needs. Following AEP, team members may temporarily support other areas of Devoted experiencing increased demand. This provides an opportunity to broaden your experience, build new skills, and gain exposure to additional teams and operations. Successful Snowbird team members are adaptable, curious, and comfortable learning new workflows and supporting the business where the need is greatest.

Qualifications

• 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.

Desired Skills and Experience

• 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.

Salary Range

$24–$27 per hour. The pay range listed for this position is the range the organization reasonably and in good faith expects to pay for this position at the time of the posting. Once the interview process begins, your talent partner will provide additional information on the compensation for the role, along with additional information on our total rewards package. The actual base salary offered will depend on a variety of factors, including the qualifications of the individual applicant for the position, 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.
• And more...