Client Experience Specialist

Client Experience Specialist | Richmond, VAAre you a master of organization with a heart for helping others navigate lifes big transitions?At Active Medicare Solutions, we believe that retirement shouldnt be confusing. For over a decade, weve served over 3,500 families, acting as trusted advocates for those entering their next chapter. We dont just sell insurance; we build complete, confident retirement plans that protect what matters most.We are looking for a Client Experience Specialist to be the heartbeat of our officethe first person our clients turn to for clarity, comfort, and professional support.What Youll Do (Your Impact)You are the face and voice of our agency. Your mission is to turn initial inquiries into seamless, stress-free appointments, ensuring every client feels heard and prepared.The First Impression: Serve as our primary point of contact for incoming calls and texts, providing immediate, friendly assistance and triage.Discovery & Connection: Conduct discovery interviews to help potential clients understand their Medicare eligibility and enrollment windows.The Architect of Schedules: Manage the agency calendar with precision, negotiating appointment times and ensuring our agents are set up for success.Compliance Champion: Facilitate the "Scope of Appointment" (SOA) process and manage sensitive documentation, ensuring we stay 100% HIPAA-compliant.Operations Pro: Keep our CRM (AgencyBloc) updated, maintain licensing logs for our team, and provide high-level administrative support to our leadership.What Youll Bring (Your Toolkit)Experience: 2+ years in high-volume customer service or administrative roles. (Experience with Medicare or the insurance industry is a major plus!)Empathy & Patience: An exceptional "phone-side manner" with the ability to explain complex, often overwhelming information to seniors with kindness and clarity.Tech Savviness: Proficiency with digital tools, CRMs, and scheduling software. You love staying organized and hitting your deadlines.Detail-Oriented: A hawk-eye for accuracy. You understand the importance of HIPAA compliance and maintaining strict confidentiality of PHI.Self-Starter Energy: You thrive on efficiency and helping the team run like a well-oiled machine.Why Active Medicare Solutions?Meaningful Work: Youre not just shuffling paperwork; youre helping families navigate the complexities of Medicare so they can retire with confidence.A Culture of Excellence: Join a 5-star Google-rated team that values integrity, expertise, and going the "extra mile."Impact: Youll be a critical part of a growing, locally-rooted company with a nationwide reach.Supportive Environment: We are a collaborative team that believes in clear communication, ongoing training, and mutual respect.The anticipated hiring range for this position is $16 - $20/hr, determined by experience and qualifications. Active Medicare Solutions provides reasonable accommodations to qualified individuals with disabilities. We encourage all candidates to discuss potential accommodations that would allow them to perform the essential functions of this role.Ready to Help Families Find Peace of Mind?If youre ready to join a team that puts people first, we want to hear from you! Send us your resume and a brief note on why youd be a perfect fit for our Client Experience team.#ActiveMedicareSolutions #Hiring #ClientExperience #MedicarePlanning #WorkInRichmond #JoinOurTeam #HealthcareAdmin #CustomerSuccess
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