Bilingual Agent Support Associate - Spanish

Devoted Health

2d • $24 - $27 • Remote

About The Position

A bit about this role: As a Bilingual 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.

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 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

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
• Number of Employees: 1,001-5,000 employees