Agent Support Associate

Devoted Health • Waltham, MA

1d • $24 - $27

About The Position

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.

Requirements

• 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

Nice To Haves

• 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

Responsibilities

• 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

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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level