Bilingual Agent Support Associate

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