Account Manager

Responsibilities

• 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.

Qualifications

• 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.

Benefits

• Company Paid Life Insurance, Long-Term and Short-Term Disability.
• Medical, Dental, Vision and FSA/HSA plans.
• 401(k) with company match.
• Additional voluntary benefits including Critical Illness, Accident Insurance, Hospital Indemnity and Supplemental Life Insurance, Legal and Identity Protection, and Pet benefits.
• Generous PTO.