"Everything is always changing in the health care industry and unfortunately, it's not always in the best interest of the insured," says independent agent Felicia Ethridge. "One of the biggest challenges is trying to keep up with the changes and updates from the government."
Felicia Ethridge
Licensed Customer Service Representative (CSR)
Redfield, South Dakota
How did you get started at your agency?
I started as a CSR at Heartland Financial Services in 2021 and was content in staying in that position, as the insurance world was brand new to me. Before trying to get my licenses, I wanted to be more confident with insurance verbiage. But when one of our main life-health agents left our agency, I needed to step up and get my license to help service our many clients.
Why health insurance?
Health insurance has been something I've been interested in since I started at the agency. I had previously worked in a nursing home for 10 years, so I already had knowledge of the health care industry. Medicare is near and dear to my heart. Working in a nursing home, you become family with those you take care of and treat them like your own. So, it's very important to me that my “grandmas and grandpas" are taken care of and have a plan that will cover their needs.
Challenges in the health insurance market?
Everything is always changing in the health care industry and unfortunately, it's not always in the best interest of the insured. One of the biggest challenges is trying to keep up with the changes and updates from the government. Other challenges are provider shortages and that the rules for health care are becoming stricter when it comes to who can get coverage, in-network facilities and deductibles.
Future trends?
I can see the health care market improving. After attending several conferences this fall with local carriers, it seems that they are working hard to be able to reduce premiums and create better plans for our clients, which is exciting. It's one of the best feelings to send a client a renewal quote and let them know that their premium is going down for the same plan or coverage that they currently have. Also, another huge trend is the increase in the use of telehealth, which is becoming more and more popular, especially for mental health services. It's also becoming less taboo to receive this type of help, and being able to video chat makes it even more convenient.
Advice for a fellow agent?
Never stop learning. I watch a ton of webinars to keep up with the ever-changing health care system. It's important to know what these changes are so you can keep your clients up to date. Some changes are minor and do not affect much, but others are major updates affecting coverages and service areas.
Olivia Overman is IA content editor.
