Senior Client Services Agent (Medicare)

About the role

A Medicare Team Lead oversees a team responsible for assisting clients with Medicare plans, ensuring compliance with regulations, and providing excellent customer service. They monitor performance, provide training, resolve escalated issues, and manage budgets and forecasting.

Responsibilities

• Supervise and motivate a team of agents or specialists, ensuring daily operations run smoothly.
• Track and optimize team metrics, including sales conversion rates, production targets, and call quality.
• Ensure all operations comply with Medicare regulations and Lone Star Insurance Services policies.
• Act as the primary point of contact and subject matter expert for resolving complex member or provider issues.
• Lead training sessions in San Antonio & the Rio Grande Regions, develop job aids, and mentor new hires, especially during the annual enrollment period.
• Identify areas for improvement in workflows and implement changes to enhance efficiency.
• Forecast opportunities during peak open enrollment periods.
• Maintain referral programs and work closely with branches and partners to uncover opportunities.
• Maintain current knowledge of internal risk controls and loss prevention, including reporting suspicious or unusual customer activity.
• Comply with all federal and state laws, regulations, and company policies, including BSA/OFAC/USA Patriot Act/CIP/AML.

Requirements

• 5+ years of sales management, sales leadership, or Medicare-specific experience (Medicare Advantage, Part D, Drug RX, Supplement). (Required)
• Bachelor’s degree preferred or equivalent work experience.
• Active Health/Life insurance license, with the ability to pass AHIP Certification.
• Strong understanding of Centers for Medicare & Medicaid Services rules and regulations.
• Strong communication, interpersonal, and problem-solving skills.
• Proficiency with computer systems, including Microsoft Office and Customer Relationship Management (CRM) tools.
• Passion for delivering high-quality service to Medicare members.
• Ability to mediate disputes and handle escalated situations effectively.
• Proven ability to set, achieve, and exceed performance targets.
• Ability to work in a fast-paced environment and handle changing requirements.
• Ability to sell products within licenses obtained.
• Ability to travel to San Antonio and the Rio Grande Valley, Texas.
• Bilingual in English and Spanish (preferred).

Training

All employees are required to attend scheduled mandatory trainings and complete online regulatory compliance training courses applicable to their specific job function. Compliance with federal insurance laws, regulations, and company policies is mandatory.

Organization

This position reports to the Insurance Office Manager and oversees Client Services Agents (Medicare).

Community Involvement

Employees are encouraged to volunteer for company-sponsored activities, civic, charitable, and community events as part of Lone Star Insurance Services’ commitment to community growth.