Lead & schedule the front desk team; manage coverage, breaks, PTO, and shift changes.
Train, coach, and QA front desk performance (greeting standards, phone etiquette, message handling, appointment scheduling, CRM accuracy).
Manage daily operations: lobby flow, guest experience, signage, opening/closing checklists, and incident reporting.
Resolve escalations professionally; partner with operations for facilities and IT issues.
Maintain compliance with privacy and security requirements (HIPAA/PII), document retention, and data entry quality.
Track KPIs such as average call answer time, abandonment rate, first-contact resolution, and front desk NPS/C-SAT.
Conduct compliant needs assessments and present Medicare plan options (Medicare Advantage, Medigap, PDP), plus ancillary benefits when appropriate.
Complete sales cycle: education, plan comparison, SOA (Scope of
Appointment), enrollment applications, follow-up, and onboarding.
Maintain current certifications (e.g., AHIP and carrier-specific
Medicare certifications) and adhere to CMS marketing and communications guidelines.
Document all interactions accurately in agency management systems; maintain audit-ready files.
Build pipeline via inbound leads, front desk referrals, community outreach, and relationships with providers/senior centers.
Educate clients on key timelines (AEP, OEP, SEP), eligibility, and plan changes; provide compliant service and retention support.
Meet or exceed targets for enrollments, retention, cross-sell/upsell, and client satisfaction.
Partner with Marketing on compliant events, seminars, and campaigns.
Assist with vendor/carrier coordination, supply management, and audit preparation.
Highschool or GED required
Active state insurance producer license (Health; Life & Health preferred).
Medicare certification: Current AHIP (or equivalent) and carrier certifications (or ability to obtain before start date).
1–3+ years in insurance sales, Medicare advising, or benefits; 1+ year team lead/supervisory experience (front desk, retail, call center, or customer service).
Working knowledge of CMS rules, SOA, enrollment processes, and compliant marketing practices.
Strong customer service and communication skills; ability to explain complex benefits simply.
Tech proficiency: CRM/AMS (e.g., Salesforce, Applied, EZLynx),
Microsoft 365, VoIP/phone queues, and scheduling tools.
Background check and any required carrier appointments.
Experience managing a team with measurable results.
Local market knowledge of Medicare plans and provider networks.
People Leadership: Coaching, scheduling, feedback, performance management.
Sales Excellence: Needs-based selling, objection handling, ethical conduct.
Compliance & Accuracy: Documentation, audit readiness, CMS/HIPAA adherence.
Operational Rigor: Time management, prioritization across service and sales.
Customer Empathy: Patience and clarity with seniors and caregivers.
