Policy Administration Representative

Our Company

Explore how you can contribute at AmeriLife.

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.

Job Summary

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.

Job Description

Duties/Responsibilities:

The following reflects duties for this job but does not restrict the tasks that may be assigned. Management may assign or reassign duties and responsibilities to this job at any time for business reasons.

• 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 accurate status updates, guidance, and clarification to internal partners and agents regarding application status, outstanding requirements, and appropriate next steps.
• Maintain current knowledge of company processes, carrier requirements, products, systems, and procedures and apply that knowledge consistently as business needs and processes evolve.
• Participate in required training, process updates, and continuous learning to support accuracy, efficiency, compliance, and successful case outcomes.

Qualifications

• Excellent communication skills, both verbal and written.
• Strong problem-solving and critical thinking ability.
• Empathetic and patient with the ability to handle challenging situations.
• Customer-focused mindset with a dedication to delivering exceptional service.
• Ability to multitask and work in a fast-paced environment.
• Experience working with Medicare, health insurance, or similar products is a plus.

Minimum Job Requirements:

• High School Diploma or equivalent
• Proficiency in using computer systems and software.

Preferred Job Requirements:

• Call center experience
• Previous experience in insurance operations, policy administration, or application processing preferred.

Knowledge, Skills, and Abilities

• Ability to learn and understand complex concepts, practices, and procedures of the insurance industry.
• Accuracy and attention to detail.
• Superior time management and verbal communication skills.
• Adept in working with many different groups of people, at different levels of the organization, to achieve common goals.
• Capable of working on multiple projects simultaneously with limited supervision.
• Dependable, providing good attendance and schedule adherence.
• Work well with others during conversations, projects, meetings, and other collaborations (teamwork)
• Proven ability to maintain good working relationships with coworkers, and internal, and external customers, as well as the ability to defuse irate callers and resolve difficult calls.

Work From Home Requirements:

• Reliable Internet Connection: Maintain a stable, high-speed internet connection sufficient to support required business systems, applications, and phone services.
• Company-Provided Equipment: SHD will provide the computer, headset, and required software and systems necessary to perform the essential functions of the position. Employees are responsible for maintaining company-provided equipment in good working condition and promptly reporting technical issues.
• System Accessibility & Security: Maintain the ability to securely access SHD systems, applications, and resources from the remote work environment and comply with all applicable information security, privacy, and data protection requirements.
• Confidential Work Environment: Employees must be able to perform their job responsibilities in an environment that protects customer and company information and prevents unauthorized individuals from viewing, hearing, or accessing confidential information. Employees must maintain a suitable, professional workspace that is quiet, secure, and free from distractions during scheduled work hours.
• Professional Workstation: Maintain a workspace that supports safe and effective performance of job responsibilities, including appropriate seating, desk space, lighting, and workstation setup.

As part of the screening and hiring process, a background check is required.

What AmeriLife Offers

A comprehensive benefits package that includes PTO, medical, dental, vision, retirement savings, disability insurance, and life insurance.

Equal Employment Opportunity Statement

We are an Equal Opportunity Employer and value diversity at all levels of the organization. All employment decisions are made without regard to race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), sexual orientation, gender identity or expression, age, national origin, ancestry, disability, genetic information, marital status, veteran or military status, or any other protected characteristic under applicable federal, state, or local law. We are committed to providing an inclusive, equitable, and respectful workplace where all employees can thrive.

Americans with Disabilities Act (ADA) Statement

We are committed to full compliance with the Americans with Disabilities Act (ADA) and all applicable state and local disability laws. Reasonable accommodations are available to qualified applicants and employees with disabilities throughout the application and employment process. Requests for accommodation will be handled confidentially. If you require assistance or accommodation during the application process, please contact us at [email protected].

Pay Transparency Statement

We are committed to pay transparency and equity, in accordance with applicable federal, state, and local laws. Compensation for this role will be determined based on skills, qualifications, experience, and market factors. Where required by law, the pay range for this position will be disclosed in the job posting or provided upon request. Additional compensation information, such as benefits, bonuses, and commissions, will be provided as required by law. We do not discriminate or retaliate against employees or applicants for inquiring about, discussing, or disclosing their pay or the pay of another employee or applicant, as protected under applicable law. Pay ranges are available upon request.

Background Screening Statement

Employment offers are contingent upon the successful completion of a background screening, which may include employment verification, education verification, criminal history check, and other job-related inquiries, as permitted by law. All screenings are conducted in accordance with applicable federal, state, and local laws, and information collected will be kept confidential. If any adverse decision is made based on the results, applicants will be notified and given an opportunity to respond.