Policy Administration Representative

About the role

For over 50 years, AmeriLife has been a leader in the development, marketing and distribution of annuity, life and health insurance solutions for those planning for and living in retirement. Associates get satisfaction from knowing they provide agents, marketers and carrier partners the support needed to succeed in a rapidly evolving industry.

Senior Healthcare Direct is a leading Medicare and ancillary call center committed to providing exceptional customer experiences. We are seeking dedicated and passionate individuals to join our dynamic team as Policy Administration Representatives. The Policy Administration Representative is responsible for managing insurance applications throughout the policy lifecycle, from pending status through final status. This role ensures applications are processed accurately and efficiently while maintaining compliance with company procedures, carrier requirements, and regulatory guidelines. The representative works closely with internal teams, customers, medical providers and carriers to resolve issues, obtain missing information, and ensure timely policy issuance.

Responsibilities

• Manage assigned customer cases and insurance applications from submission through final status, including Approved, Cancelled, or Declined, taking appropriate action to move each case toward resolution.
• Review applications and case information for completeness, accuracy, and compliance with internal, carrier, and regulatory requirements.
• Identify, research, and resolve application discrepancies, missing information, outstanding requirements, and other barriers that may prevent an application from reaching final status.
• Monitor assigned cases and proactively complete required follow-up activities to ensure timely progression, escalating complex issues as needed to support resolution.
• Communicate effectively with agents, internal teams, medical providers, carriers, and other appropriate parties to obtain required documentation, information, or clarification.
• Utilize internal systems, carrier portals, web-based resources, and other available tools to research cases, obtain information, document activity, and maintain accurate policy status.
• Maintain accurate, concise, and objective documentation of case activity, actions taken, requirements, communications, and outcomes within the designated systems.
• Process applications and manage cases in accordance with company policies, carrier guidelines, regulatory requirements, and established procedures.
• Provide