Agency Enablement Specialist

Centerfield

9d•$23 - $23•Remote

About The Position

Centerfield delivers outcome-based digital marketing solutions and personalized omnichannel experiences for the world’s leading brands. Powered by our proprietary Dugout platform, Centerfield acquires customers at scale for leading residential service, insurance, e-commerce, and B2B brands. Centerfield’s digital experiences and digital brands, such as Business.com and BroadbandNow.com, reach more than 150 million in-market shoppers annually. Centerfield is headquartered in Silicon Beach and is proud to be recognized by Built in LA as a Best Place to Work in Los Angeles. This is a cross-functional operations role supporting multiple areas of the Medicare business. Responsibilities may shift based on business priorities, operational needs, and seasonality. The ideal candidate is adaptable, enjoys variety, and thrives in a dynamic environment.

Requirements

Strong experience in Medicare sales, operations, customer service, or retention.
Familiarity with Medicare compliance, CMS guidelines, carrier portals, and certification requirements is highly preferred.
Must maintain an active health insurance license and Medicare certification, including the ability to obtain and maintain reciprocity across states as needed.
A true "utility player" who can seamlessly shift between licensing and contracting tasks, auditing and compliance work, agent support, and customer-facing interactions.
Take ownership of work, exercises sound judgment, and is comfortable making calculated decisions when needed.
Strong verbal and written communication skills with the ability to explain complex processes, requirements, and benefits clearly to agents, carriers, and consumers.
Demonstrated customer service skills with a commitment to delivering positive experience while resolving issues effectively.
Highly organized and detail-oriented, with a proven ability to identify and address errors before they become larger issues.
Resourceful and solutions-oriented, with the ability to navigate challenges, research answers, and drive issues to resolution.
Comfortable working in CRM platforms (e.g., Zendesk), spreadsheets, carrier portals, and multi-state licensing systems.

Responsibilities

Guide sales agents through the end-to-end appointment and contracting process with major Medicare carriers.
Track, verify, and maintain active insurance licenses, AHIP certifications, and carrier writing numbers across multiple states.
Assist in setting up and troubleshooting agent access to carrier portals and internal systems.
Monitor licensing data to ensure no agent writes business without proper active status and direct TPMO alignment.
Evaluate inbound and outbound sales, retention, and customer support calls against compliance checklists, Medicare/CMS guidelines, and internal standards.
Review customer grievance data and compliance flags to identify risk themes or gaps in agent training.
Partner with leadership to document QA findings, highlight common trends, and help craft remedial training or process improvements.
Conduct outbound follow-up calls to consumers based on QA findings to clarify missing info, correct documentation, and ensure complete regulatory alignment.
Conduct proactive Welcome Calls and structured touchpoints to reinforce plan value, answer benefits questions, and build consumer confidence.
Handle inbound member inquiries regarding plan benefits, provider lookups, pharmacy or billing issues, and ID card tracking.
Engage with members requesting cancellation, identify root causes, resolve friction points, and re-enroll the consumer into a more suitable product.
Provide Third Party Verification for all Medicare enrollments.
Support the verification of chronic conditions for members enrolled in Chronic Special Needs Plans (C-SNP).
Pivot dynamically during Pre-AEP and AEP to support high-priority initiatives.
Maintain meticulous records of all activities, agent tickets, and consumer interactions in CRM platforms.