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SUMMARY:
The Client Executive, Medicare (Individual) partners with the Producer to develop and execute an individual Medicare strategy with a primary focus on Medicare Supplement (Medigap) solutions for individuals seeking comprehensive coverage and predictable out-of-pocket costs. This role serves as the primary day-to-day client lead, delivering a high-touch, consultative experience across Medigap, coordination with Prescription Drug Plans (PDP/Part D), and, Medicare Advantage (MA/MAPD) alternatives, while ensuring a high standard of service and retention.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Include but are not limited to the following.
- Serve as the primary point of contact and subject-matter resource for Medicare-eligible individuals; provide guidance on Medicare A/B enrollment timing, Medigap plan options, underwriting vs. guaranteed-issue situations, carrier requirements, and coordination with Part D and other coverage.
- Manage annual and in-year activity, including Annual/Open/Special Enrollment timelines as applicable; schedule and conduct one-to-one appointments and educational interactions, recognizing that Medigap opportunities occur year-round, and ensuring all communications and documentation meet applicable compliance requirements.
- Evaluate Medigap carrier and plan options (including rates, rate increase history, underwriting guidelines, household discounts, and value-added features; coordinate Part D plan comparisons; and, when appropriate, compare Medicare Advantage alternatives based on client goals.
- Conduct needs-based consultations with Medicare-eligible individuals, including assessing providers, expected utilization, prescription needs, travel considerations, and financial preferences; explain how Medigap coordinates with Original Medicare and Part D; and document recommendations and next steps according to policy and compliance requirements.
- Analyze tradeoffs for each individual, such as premium versus out-of-pocket exposure, underwriting considerations, plan features (e.g., excess charges and foreign travel emergency benefits where applicable), and coordination with Part D; present clear, compliant recommendations supported by documented rationale.
- Manage relationships with Medicare carriers and related vendors; coordinate confirmations, plan materials, and service escalations; and advocate for timely resolution of member issues.
- Oversee end-to-end enrollment support, including application completion guidance, collection of required underwriting/guaranteed-issue documentation as applicable, submission tracking, and follow-up through effective dates, welcome kits, ID cards, and Part D confirmation when included.
- Provide support to the Producer, including preparing compliant presentations, plan comparisons, and proposals; participating in meetings with prospective clients and Medicare-eligible individuals as part of the team.
- Delegate administrative and documentation tasks to appropriate staff and oversee completion, ensuring accurate tracking within the agency management system/CRM.
- Respond quickly and professionally to new opportunities and inquiries.
- Maintain a strong focus on timeliness, documentation, and accuracy when interacting with clients, carriers, and internal teams to support compliance.
PERSONAL AND ORGANIZATIONAL DEVELOPMENT:
- Set priorities and manage workflow for self and support team to ensure all goals are met;
- Maintain up-to-date proposals, workflow logs, update all benefits information on agency management system, CRM, manuals or other required documentation and records;
- Interact with others effectively using strong, clear communication skills, cooperating purposefully, and providing information and guidance as needed to achieve the business, profitability and retention goals of the Company;
- Stay informed regarding industry information, new product/program developments, coverages, legislation, and technology to continuously improve knowledge and performance;
- Project a professional image in action and appearance.
SUPERVISORY RESPONSIBILITIES:
- Oversee client service team members and work product;
- Interact and lead Client Manager, Client Coordinator and/or others, as appropriate.
KEY COMPETENCIES:
- Strong knowledge of Medicare Supplement (Medigap) products and carrier practices (including underwriting and guaranteed-issue scenarios), along with working knowledge of Part D/PDP and Medicare Advantage to support appropriate client comparisons.
- Demonstrated analytical ability to compare plan options, interpret benefit summaries and evidence of coverage, and translate complex concepts into clear client-facing guidance.
- Working knowledge of Medicare regulations and CMS guidance, including marketing/communications standards, enrollment rules, and privacy/security expectations for handling client information.
- Proficiency with Microsoft Office (Excel, Outlook, Word, PowerPoint) and ability to learn agency management systems, carrier portals, and CRM tools.
- Strong attention to detail and time management abilities;
- Strong ability to multi-task and assign priority;
- Ability to work effectively and efficiently both with and without direct supervision;
- Strong interpersonal communication skills, both written and verbal;
- Anticipate, meet and/or exceed customer needs, wants and expectations;
- Effectively communicate, build rapport and relate well to clients and associates;
- Take initiative in learning and implementing new concepts, technologies and/or methods;
- Utilize logical, systematic and orderly procedures to meet objectives;
- Energetically focus efforts on meeting a goal, mission or objective;
- Able to convey complex ideas clearly, succinctly, and understandably
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EDUCATION and/or EXPERIENCE:
- College degree preferred. High school diploma with some college or significant Insurance Industry related experience; or combination of education and experience;
- Ability to read, analyze, compare, and interpret plan materials (e.g., Medigap Outline of Coverage, rate sheets, Summary of Benefits, Evidence of Coverage, formularies), carrier communications, and applicable regulations. Ability to write client communications and business correspondence. Ability to establish rapport, present information, and respond to questions from clients, prospects, and the general public orally and in writing.
- Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages;
- Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form;
- Must have high level of interpersonal skills to handle sensitive and confidential situations. Position continually requires teamwork, demonstrated poise, tact, and diplomacy.
CERTIFICATES, LICENSES, REGISTRATIONS:
- Current Life & Health insurance license as required by state(s) of practice; Medicare/Medicare Advantage appointment(s) as required for the role.
- Valid driver’s license and ability to travel locally as needed for meetings and client appointments.
- Professional designations and/or Medicare-focused training/certification preferred.
COMPENSATION:
The national average salary for this role is $100,000 - $110,000.00 in base pay and exclusive of any bonuses or benefits. The base pay offered will be determined based on your experience, skills, training, certifications and education, while also considering internal equity and market data.
WHY EPIC:
EPIC has over 60 offices and 3,000 employees nationwide – and we’re growing! It’s a great time to join the team and be a part of this growth. We offer:
- Generous Paid Time off
- Managed PTO for salaried/exempt employees (personal time off without accruals or caps); 22 PTO days starting out for hourly/non-exempt employees; 12 company-observed paid holidays; 4 early-close days
- Generous leave time options: Paid parental leave, pregnancy disability and bonding leave, and organ donor/bone marrow donor leave
- Generous employee referral bonus program of $1,500 per hired referral
- Employee recognition programs for demonstrating EPIC’s values plus additional employee recognition awards and programs (and trips!)
- Employee Resource Groups: Women’s Coalition, EPIC Veterans Group
- Professional growth & development: Mentorship Program, Tuition Reimbursement Program, Leadership Development
- Unique benefits such as Pet Insurance, Identity Theft & Fraud Protection Coverage, Legal Planning, Family Planning, and Menopause & Midlife Support
- Additional benefits include (but are not limited to): 401(k) matching, medical insurance, dental insurance, vision insurance, and wellness & employee assistance programs
- 50/50 Work Culture: EPIC fosters a 50/50 culture between producers and the rest of the business, supporting collaboration, teamwork, and an inclusive work environment. It takes both production and service to be EPIC!
- EPIC Gives Back – Some of our charitable efforts include Donation Connection, Employee Assistance Fund, and People First Foundation
- We’re in the top 10 of property/casualty agencies according to “Insurance Journal”
To learn more about EPIC, visit our Careers Page: https://www.epicbrokers.com/about/epic-careers/.
EPIC embraces diversity in all its various forms—whether it be diversity of thought, background, race, religion, gender, skills or experience. We are committed to fostering a work community where every colleague feels welcomed, valued, respected and heard. It is our belief that diversity drives innovation and that creating an environment where every employee feels included and empowered, helps us to deliver the best outcome to our clients.
California Applicants - View your privacy rights at: https://www.epicbrokers.com/wp-content/uploads/2025/01/epic-ca-employee-privacy-notice.pdf.
Massachusetts G.L.c. 149 section 19B (b) requires the following statement: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
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