Job Description

A bit about this role:

As an Agent Support Associate (ASA), you serve as a primary point of contact for Devoted Health’s Medicare Advantage broker partners. You provide timely, accurate, and 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 problem-solving skills, attention to detail, and comfort navigating multiple systems to drive resolution.

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

• Schedules will fall within our hours of operation, but are subject to change based on business need

A typical day may include:

• Logging into the Agent Support queue to assist brokers via phone and agent portal messages

• Researching application statuses, enrollment details, or post-enrollment issues

• Partnering with internal teams to resolve complex broker or member situations

• Documenting interactions clearly and accurately to ensure continuity and compliance

• Identifying trends or recurring issues and escalating opportunities for process improvement

• Shifting focus as needed 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.*

Overview of this role:

• Answer Broker Inquiries: Respond to inbound calls and agent portal messages from brokers regarding Devoted Health plans, benefits, and processes.

• Support Enrollment & Application Status: Assist brokers with application submissions, status checks, and enrollment-related questions to ensure a smooth experience for both agents and members.

• Resolve Post-Enrolment Issues: Support brokers with post-enrollment needs including effective dates, plan changes, eligibility questions, and issue escalation.

• Build Trust Through Best In Class Support: Deliver consistent, high-quality service that reinforces Devoted Health’s commitment to supporting brokers and the members they serve.

Your Responsibilities and Impact:

• Gain and maintain a strong understanding of Devoted Health plan benefits and offerings

• Learn and navigate provider networks, including doctors, hospitals, and facilities

• Understand Medicare Advantage enrollment processes and timelines

• Develop working knowledge of commission payment procedures and broker compensation

• Handle inbound calls and agent portal messages while meeting service level, quality, and documentation standards

• Investigate, research, and resolve broker issues using multiple systems and resources

• Partner with internal teams including Enrollment, Contracting, Commissions, Member Services, Sales Ops, and Compliance to drive resolutions

• Identify recurring issues and collaborate on long-term process improvements

• Establish and maintain strong relationships within the Devoted broker community

• Support seasonal initiatives and special projects in partnership with Member Services and other teams

Required skills and experience:

• 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

#LI-Remote

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.

Our Total Rewards package includes:

• 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....

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

Healthcare equality is at the center of Devoted’s mission to treat our members like family. We are committed to a diverse and vibrant workforce.

At Devoted Health, we’re on a mission to dramatically improve the health and well-being of older Americans by caring for every person like family. That’s why we’re gathering smart, diverse, and big-hearted people to create a new kind of all-in-one healthcare company — one that combines compassion, health insurance, clinical care, service, and technology - to deliver a complete and integrated healthcare solution that delivers high quality care that everyone would want for someone they love. Founded in 2017, we've grown fast and now serve members across the United States. And we've just started. So join us on this mission!

Devoted is an equal opportunity employer. We are committed to a safe and supportive work environment in which all employees have the opportunity to participate and contribute to the success of the business. We value diversity and collaboration. Individuals are respected for their skills, experience, and unique perspectives. This commitment is embodied in Devoted’s Code of Conduct, our company values and the way we do business.

As an Equal Opportunity Employer, the Company does not discriminate on the basis of race, color, religion, sex, pregnancy status, marital status, national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment.