Agency Enablement Specialist

Hi, We're Centerfield!

Supercharged customer acquisition. 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.

From ensuring our sales agents are compliant, licensed, and ready to sell, to auditing call quality, to executing crucial customer retention and "save" strategies, you will touch it all. You will act as the team’s go-to resource, bridging the gap between Sales, Quality, Operations, and our customers.

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.

1. Licensing & Contracting Operations

• Agent Onboarding & Setup: Guide sales agents through the end-to-end appointment and contracting process with major Medicare carriers (e.g., Aetna, Humana, WellCare).

• Credential Management: Track, verify, and maintain active insurance licenses, AHIP certifications, and carrier writing numbers across multiple states.

• Portal & Access Management: Assist in setting up and troubleshooting agent access to carrier portals and internal systems to minimize downtime before and during busy selling seasons.

• Compliance Safeguards: Monitor licensing data to ensure no agent writes business without proper active status and direct TPMO alignment.

2. Quality Assurance (QA) & Compliance Audit

• Call & Interaction Auditing: Evaluate inbound and outbound sales, retention, and customer support calls against compliance checklists, Medicare/CMS guidelines, and internal standards.

• Risk Identification: Review customer grievance data and compliance flags to identify risk themes or gaps in agent training.

• Feedback Loop: Partner with leadership to document QA findings, highlight common trends, and help craft remedial training or process improvements.

• Compliance Remediation: Conduct outbound follow-up calls to consumers based on QA findings to clarify missing info, correct documentation, and ensure complete regulatory alignment.

3. Lifecycle Retention & Customer Support

• New Member Engagement: Conduct proactive Welcome Calls and structured touchpoints (at 2, 15, and 45 days post-enrollment) to reinforce plan value, answer benefits questions, and build consumer confidence.

• Inbound Navigation: Handle inbound member inquiries regarding plan benefits, provider lookups, pharmacy or billing issues, and ID card tracking to resolve problems before they escalate into carrier complaints.

• Save & Re-Enrollment Activities: Engage with members requesting cancellation. Use empathy and critical thinking to identify root causes, resolve friction points, and—when appropriate—re-enroll the consumer into a more suitable product within QuoteManage.

• Providing Third Party Verification for all Medicare enrollments.

4. Special Projects & Seasonal Support

• C-SNP Verification: Support the verification of chronic conditions for members enrolled in Chronic Special Needs Plans (C-SNP), coordinating across internal teams and providers to prevent non-compliance disenrollments.

• AEP & Renewal Readiness: Pivot dynamically during Pre-AEP and AEP to support high-priority initiatives, whether running targeted outreach, managing sudden carrier contracting spikes, or helping handle seasonal volume.

• Data & Systems Integrity: Maintain meticulous records of all activities, agent tickets, and consumer interactions in CRM platforms.

• Medicare Expertise: Strong experience in Medicare sales, operations, customer service, or retention. Familiarity with Medicare compliance, CMS guidelines, carrier portals, and certification requirements is highly preferred.

• Licensing & Certification (required): Must maintain an active health insurance license and Medicare certification, including the ability to obtain and maintain reciprocity across states as needed.

• Adaptability & Ownership: 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.

• Communication Skills: Strong verbal and written communication skills with the ability to explain complex processes, requirements, and benefits clearly to agents, carriers, and consumers.

• Customer Focus: Demonstrated customer service skills with a commitment to delivering positive experience while resolving issues effectively.

• Attention to Detail: Highly organized and detail-oriented, with a proven ability to identify and address errors before they become larger issues.

• Problem Solving: Resourceful and solutions-oriented, with the ability to navigate challenges, research answers, and drive issues to resolution.

• Systems Savvy: Comfortable working in CRM platforms (e.g., Zendesk), spreadsheets, carrier portals, and multi-state licensing systems.

Additional Information

• This role is available for individuals who reside in and have their Resident State License in one of the following states: FL, NC, TN, TX, GA, MA, SC, AL, or UT.

• This is a remote position and candidates should be comfortable working in a virtual environment.

• Flexibility in working hours may be required to accommodate participants from different time zones

#LI-Remote #LI-TM1

AI & Interview Policy

At Centerfield, we use AI tools internally to support efficiency and fairness in our hiring process, including resume screening and administrative tasks.

Candidates are welcome to use AI tools ethically to prepare for interviews, such as practicing responses or researching questions. However, all responses during the interview process should reflect your own knowledge, experience, and judgment.

The use of AI tools to generate responses during live interviews, technical assessments, or written submissions is not permitted unless explicitly stated otherwise.
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Interviews will take place after resumes have been screened for the minimum requirements. Please note that this position is not restricted solely to the responsibilities listed above and that the job scope and responsibilities are subject to change.

For more information about our collection, use, and disclosure of your personal information in connection with our evaluating your candidacy, please visit our Privacy Policy at https://www.centerfield.com/privacy-policy/.

Centerfield Media is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, national origin, disability, protected veteran status, or any other characteristic protected under federal, state or local law.