Job Description:
• Serve as a primary point of contact for Devoted Health’s Medicare Advantage broker partners
• Respond to inbound broker calls and Agent Portal messages regarding plans, benefits, processes, and support needs
• Assist with application submissions, status checks, enrollment questions, and next steps
• Resolve post-enrollment issues, including effective dates, plan changes, eligibility questions, and escalations
• Maintain knowledge of plan benefits, products, provider networks, Medicare Advantage enrollment, broker contracting, commissions, and compensation procedures
• Investigate, research, and resolve broker issues using multiple systems, tools, and resources
• Partner with Enrollment, Contracting, Commissions, Member Services, Sales Operations, and Compliance teams
• Identify recurring issues and opportunities for process and broker experience improvements
• Build and maintain relationships within the Devoted broker community
• Adapt to evolving processes, technology, and AI-enabled tools
• Support seasonal initiatives and special projects
• Document interactions accurately and escalate trends or process-improvement opportunities
• Participate in the Snowbird Program by temporarily supporting other areas after AEP based on seasonal business needs
Requirements:
• Bachelor’s degree or equivalent experience in healthcare or a related field
• 2+ years of customer service or support experience
• Bilingual English/Spanish required
• Ability to balance multiple priorities and adapt in a dynamic environment
• Strong attention to detail and accuracy
• Excellent verbal and written communication skills
• Experience supporting external partners, clients, or customers in a fast-paced environment preferred
• Medicare Advantage or healthcare operations experience strongly preferred
• Experience with data entry and navigating multiple systems
• Ability to work independently while collaborating effectively
• Flexible schedule within Monday–Friday 9:00 AM–10:00 PM ET hours of operation; seven-day coverage during AEP may apply
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
• 401K program
• Parental leave program
• Snowbird Program exposure to additional teams, operations, skills, and workflows