A bit about us:We’re on a mission to change healthcare how it’s paid for, delivered, experienced. We want to put people center stage, not process or profit. We are guided by a deep belief that every person on Medicare should be treated like we would treat a member of our own family: with loving care and a profound commitment to their health and well-being.
Why Devoted: Make a difference... a big difference. You will have the opportunity, in a unique and dynamic culture, to be a part of something incredibly meaningful. We’re a disruptive startup with an inspiring mission. Learn and grow alongside our world-class team of healthcare, technology, and data leaders, dedicated to building a health plan and clinical services that care for everyone like they were our own mothers or fathers. Our team and board members have decades of experience in health care entrepreneurship, data, technology, services, and policy. With their support, we look forward to building a health plan and clinical services that will give seniors easy access to the high-quality care they deserve.
A bit about this role:How do you scale a company while maintaining a tight operation and delighting members with best-in-class service and clinical outcomes? Come find out. At Devoted, we are thinking about Sales differently. We think about our Sales team as an extension of our core member experience and are looking for opportunities to differentiate from the very first interaction a potential member has with our company.
As a Agent Support Associate, you will serve as the primary Devoted Health contact for brokers (independent sales agents) who help people choose a health plan. The Agent Support Associate provides exceptional customer service responding to inquiries and building strong relationships with Brokers.
Brokers are often trusted who sit at the kitchen table with a potential member, reviewing their healthcare needs and helping them select a health plan that is a good fit. They also often help people to navigate the healthcare system after they have enrolled in a plan. You will answer broker inquiries regarding Devoted Health’s services and our plan benefits. You will help them to check up on the status of applications their clients have filed to enroll in one of Devoted Health’s plans. Once a broker’s clients are enrolled as members of Devoted Health, you will also help brokers solve issues that those members may face. The excellent service we demonstrate to brokers will help them to trust us with the responsibility of serving their clients in our health plan.
As a Agent Support Associate you will engage necessary Devoted Health staff members and conduct investigative research to resolve issues. You will work collaboratively with internal partners to reduce issues for brokers and their clients and implement long term solutions to problems identifiedResponsibilities will include:
- Having a solid understanding of Devoted Health’s products and business processes so that you are able to investigate and resolve broker questions related to: Plan benefit offerings / Doctors, hospitals, and other providers we have in our network / Enrollment process / Commission payment
- Responding to broker calls on the Broker Services Line queue as well as responding to emails and voicemails from brokers seeking assistance
- Resolving broker issues by researching causes and working with Devoted Health’s operations team
- Exercising discretion and judgment in prioritizing requests
- Interpreting and adapting procedures processes and techniques in a dynamic fast-paced environment
- Building solid relationships within the Devoted broker community
Attributes to success:
- Strong attention to detail, organized and thorough with a desire for continuous process improvements
- Ability to balance multiple initiatives and prioritize workload
- Ability to adapt to change quickly and strong ability to problem solve
- Strong organizational, interpersonal, communication and presentation skills
- High level of self-motivation; ability to accomplish goals independently
- Have a passion to build an organization
- Perform any other job related duties as requested
Desired skills and background:
- Bachelor’s degree or equivalent experience in health care
- Bilingual English/Spanish a plus
- 2+ years Customer Service experience
- Experience with data entry
- Very strong verbal and written communication skills
- Must be detail oriented and able to work independently in a fast changing environment
- Strong understanding of Medicare and healthcare operations
Having a solid understanding of Devoted Health’s products and business processes so that you are able to investigate and resolve broker questions related to:Plan benefit offerings, Doctors, hospitals, and other p