Remote Agent Support Associate

Remote USA

Job Description

A bit about this role:

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.

Overview of this role:

• 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.
  

Your Responsibilities and Impact Include:

• 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
• Schedules will fall within our hours of operation, but always being flexible and open to any changes

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.

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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

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.

Founded in 2017, Devoted Health is on a mission to dramatically improve the health and well-being of older Americans by caring for everyone like they are family, and that includes our employees. Our robust and seamlessly integrated care platform merges advanced data and AI access with world-class clinical and service experiences to create a member experience that is unlike the industry norm. To continue building upon our mission, we want to bring together those who share our values, embrace change and advancement, and are enthusiastic about where we're going — all the while bringing their own unique qualities, experiences, and expertise, in hopes of further changing the healthcare experience.

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.