Empowering Medicare Agents Through Technology

By Amanda Hargis

FIRST SIERRA’S AMANDA HARGIS

The Medicare industry is undergoing a profound transformation, driven by rapid advancements in technology. In a recent interview with California Broker Magazine, Amanda Hargis of First Sierra Insurance Services shared her perspective on how technology— especially digital tools, automation, and artificial intelligence—is reshaping the landscape for agents and clients alike.

THE EVOLUTION OF TECHNOLOGY IN MEDICARE

FROM PAPER TO DIGITAL: A BRIEF HISTORY

Hargis reflects on the early days of her career, when Medicare enrollment was a paper-based process. Agents would shuffle between carrier-specific formulary books and provider directories, manually searching for information and completing applications by hand. The shift to digital tools was initially met with skepticism; many agents, including Hargis herself, were hesitant to abandon pen and paper.

THE RISE OF ELECTRONIC PLATFORMS

Today, agents have access to comprehensive electronic platforms that consolidate all carrier contracts, client information, and enrollment tools into a single, userfriendly interface. These platforms streamline quoting, enrollment, and client management, enabling agents to focus more on client service and less on administrative tasks. First Sierra provides its agents with an electronic enrollment platform at no extra cost, allows them to manage all aspects of their business—from applications to client retention—in one place.

THE IMPACT OF TECHNOLOGY ON AGENT WORKFLOWS

EFFICIENCY AND EFFECTIVENESS

Technology has dramatically improved the efficiency of Medicare agents. Automated systems handle routine tasks such as quoting, drug formulary searches, and enrollment, freeing agents to spend more time with clients and prospects. Hargis emphasizes that these tools not only make agents more productive but also improves the quality of service they provide. By reducing administrative burdens, agents can dedicate time to educate clients and address their unique needs.

“Technology is changing everything—from how we communicate with clients to how we manage compliance,” she observes. “Brokers who embrace digital tools are better positioned to serve their clients and grow their businesses.”

CLIENT MANAGEMENT AND RETENTION

Modern client relationship management (CRM) systems are integral to agent success. First Sierra’s platform allows agents to track active and terminated policies, send automated messages (such as birthday cards or policy updates), and monitor client interactions. This level of organization ensures that agents can proactively address client needs, improve retention, and build long-term relationships.

DATA ANALYTICS AND AI: THE NEXT FRONTIER

Hargis is particularly excited about the potential of data analytics and artificial intelligence. These technologies enable agents to identify clients who require immediate attention—such as those affected by plan terminations or formulary changes—during critical periods like open enrollment. AI-driven systems can highlight at-risk clients, allowing agents to prioritize outreach and ensure continuity of care. This proactive approach contrasts sharply with the manual, spreadsheet-based methods of the past, which were time-consuming and prone to error.

ADDRESSING THE DIGITAL DIVIDE: CLIENTS AND TECHNOLOGY

CHANGING CLIENT EXPECTATIONS

There is a common misconception that Medicare clients—often older adults—are resistant to technology. Hargis challenges this notion, noting that many clients aged 65 to 80 (and even older) are increasingly techsavvy. They use smartphones, computers, and online tools to manage their health and insurance needs. For those less comfortable with technology, family members or caregivers often assist, ensuring that digital solutions remain accessible.

“No one can do it alone,” she says. “Leverage your network, attend industry events, upgrade to an FMO who leads with technology and don’t be afraid to ask questions.” Her own leadership at First Sierra Insurance Services is built on collaboration and a commitment to ongoing education.

THE DEMOGRAPHIC SHIFT

The Medicare population is evolving. As baby boomers continue to age into the program and Generation X approaches eligibility, the demand for digital solutions will only grow. Hargis points out that by 2030, the first wave of Gen Xers will enter Medicare, bringing with them higher expectations for digital engagement and online services. This shift underscores the importance of investing in technology now to prepare for the future.

THE ROLE OF AGENTS IN A DIGITAL WORLD

EDUCATION AND EMPOWERMENT

Hargis emphasizes that agents must be educators as much as salespeople. The complexity of Medicare products requires agents to explain options clearly and help clients make informed decisions. Technology supports this role by providing agents with up-to-date information, training resources, and communication tools. First Sierra offers webinars, recorded training sessions, and ongoing support to ensure agents stay current with industry changes.

COMPLIANCE AND BEST PRACTICES

We all know the Medicare market is highly regulated, with a growing list of strict compliance requirements. Technology helps agents navigate these rules by providing built-in compliance checks and documentation tools. Agents are encouraged to cover numerous client questions and seek guidance to ensure they operate within legal and ethical boundaries. Doing the work of a trusted advisor is a must, and technology helps cover all the important questions and review all plan coverage.

“At the end of the day, this is a people business,” she remarks. “Your reputation is your most valuable asset. Treat clients and colleagues with respect, and always act with integrity.”

She believes that the most successful brokers are those who are responsive, honest, and genuinely invested in their clients’ well-being. “Clients remember how you make them feel. If you’re responsive, honest, and genuinely invested in their well-being, they’ll stick with you—and refer others,” she says.

ATTRACTING THE NEXT GENERATION OF AGENTS

A CALL FOR YOUNGER TALENT

Hargis highlights the need for younger agents to enter the Medicare field. As experienced agents retire, there is a growing demand for new professionals who are comfortable with technology and eager to build longterm careers. She encourages recent graduates and career changers to consider Medicare as a rewarding path, noting that the industry offers stability, opportunities for growth, and the chance to make a meaningful difference in clients’ lives.

THE FUTURE OF TECHNOLOGY IN MEDICARE

CONTINUED INNOVATION

Looking ahead, Hargis anticipates even greater integration of technology in the Medicare marketplace. Advances in AI, machine learning, and data analytics will further streamline operations, enhance client service, and support agent success. Agents who embrace these tools will be better positioned to thrive in an increasingly competitive and complex environment.

CHALLENGES AND OPPORTUNITIES

While technology presents many opportunities, it also poses challenges. Agents must remain adaptable, continuously learning new tools and techniques. Clients, too, may need support as they navigate digital platforms. However, the benefits—improved efficiency, better client outcomes, and greater job satisfaction—far outweigh the challenges. Building trust and solving problems for people is a rewarding career.

CONCLUSION

This conversation underscores the transformative power of technology in the Medicare marketplace. From digital enrollment platforms to AI-driven analytics, technology enables agents to work more efficiently, serve clients more effectively, and prepare for the future. As the industry evolves, embracing technology will be essential for agents and agencies seeking to succeed in the years ahead.

Amanda’s parting comment:

Stay curious, stay connected, and never stop learning.

For brokers looking to secure their future and make a lasting impact, the wisdom of Amanda Hargis offers both inspiration and practical guidance.

Learn more: www.myseniorsales.com

Amanda Hargis’s journey in the insurance sector is marked by her dedication to supporting agents and brokers. “The market doesn’t stand still, and neither can we,” she says, reflecting on her own evolution from a newcomer to a leader in the field. “Brokers who invest in their own education and adapt to new realities are the ones who will lead the way.”

Her role at First Sierra Insurance Services is a testament to this philosophy, where she is responsible for guiding agents through the complexities of the industry, ensuring they have the tools and knowledge they need to thrive.

Amanda’s background is rooted in the practical realities of insurance brokerage. She has worked closely with agents of all experience levels, helping them navigate everything from regulatory changes to client acquisition strategies. Her approach is hands-on and empathetic, recognizing that each agent’s journey is unique.

Amanda Hargis is the Director of Agent Support at First Sierra, where she leads agent training, compliance, and carrier relations. She supports independent life and health agents selling Medicare Advantage, Medicare Supplement, and Part D plans, while also helping advisors expand into Life Insurance, Long Term Care, and Final Expense solutions.