Applied Epic virtual assistant, bilingual and supervised. Taught your workflows, not claimed fluency.
Applied Epic, the agency management system from Applied Systems, runs on cadence: renewals, certificates, downloads, activities. A native Spanish + English operator owns that cadence inside your instance, on the unlicensed CSR tier of the work. On live work in 7 days. $1,497/month, no annual contract. To be plain for readers and search engines alike: this is the Applied Epic insurance AMS, not the Epic healthcare records system.
ICP: independent agencies on Applied Epic (Applied Systems) · Unlicensed CSR scope only
- RENEWALS
- Expiring Policies report worked at 90 days
- CERTIFICATES
- Certificate module issuance + filing
- DOWNLOADS
- Daily Download Management triaged daily
- COVERAGE
- 24/7, scheduled per engagement, anchored on Eastern Time
- SCOPE
- Unlicensed CSR · service + intake
Fourteen Applied Epic tasks, named at the task level.
Applied Epic data entry is where most agencies start the conversation, and it is where automation already ends: Applied Recon and intake tools like XILO extract what they can, and the exceptions and follow-ups still land on a person. That person does not need to be your licensed CSR. Here is the task-level scope, all of it customer service support for agencies on Applied Epic, all of it inside the unlicensed line. If your agency runs Vertafore AMS360 instead, the sibling page is our AMS360 virtual assistant service.
Accounts built through the Add Client wizard: contacts entered, the producer field assigned, application detail keyed, a follow-up activity created.
The Expiring Policies report pulled on your cadence, renewal stages advanced in Renewals Manager, loss runs requested, renewal questionnaires chased to return.
Daily Download Management worked every morning: unmatched transactions linked to the right policy, routine exceptions corrected, real discrepancies flagged.
COIs issued from the Certificate module under your agency’s standing authority: holder verified, ACORD form generated and delivered, copy filed as an attachment.
EOP requests from lenders handled like certificates: verified against the live policy record, generated, delivered, and logged as an activity.
Open activities worked daily: completed items closed, follow-ups rescheduled per your conventions, anything aging past your threshold escalated.
Dec pages, signed applications, endorsements, and carrier correspondence attached to the right account and policy, named per your conventions, the day they arrive.
Application data entered into Epic Quotes so comparative rating runs from a complete submission. The operator preps the data; licensed staff quote.
Change requests documented on the policy servicing screens, endorsement paperwork prepped for licensed processing, confirmation sent to the insured.
Cancellation notices logged the day they land, reinstatement paperwork tracked to completion, every date-sensitive step activity-logged.
Issued policies compared against the application and binder, discrepancies listed as an activity for your licensed CSR to resolve with the carrier.
Summaries of insurance and coverage outlines assembled from the policy record, ready for licensed review before anything is presented.
Your Applied CSR24 self-service portal kept current: certificate holder lists clean, contacts fresh, so automated certificate delivery keeps working.
Policyholder questions answered from the live record in the caller’s language: payments, renewal dates, listed drivers, mortgagees. Coverage questions route to licensed staff.
Seven Applied Epic SOP lanes, written down in Week 1.
Task lists are cheap. What survives turnover is the SOP: the named, step-level workflow our supervisor documents while your team teaches it during onboarding. These seven lanes are the standing structure of most Applied Epic engagements; yours get written your way, in your vocabulary. Every step runs under the operator's own Epic user ID, with the activity and attachment trail an E&O auditor would want to see.
Clean files from the Add Client wizard forward
The account starts in the Add Client wizard: client and contact detail entered, the producer field assigned per your split rules, application data keyed against source documents, a follow-up activity created so the file has a next step. Your team defines what a complete file means; the lane ends when the record would pass your own audit.
Expiring Policies report to Renewals Manager stages
The Expiring Policies report runs at the 90-day mark. Each policy moves through your configured Renewals Manager stages: loss runs requested from carriers, renewal questionnaires sent and chased, related activities and open claims reviewed, the file staged for your producer with everything attached. The operator runs the cadence; your licensed staff run the remarketing decisions.
Daily Download Management, worked to zero
Every morning the operator opens Daily Download Management and works the day’s IVANS downloads: unmatched transactions manually linked to the right policy, routine mismatches corrected per your written rules, premium and effective-date discrepancies flagged to your licensed staff before anything is finalized. The download queue stops being a place where problems hide.
Certificate module to delivered COI, same day
A certificate request gets verified against the policy, the holder confirmed in the Certificate module, the ACORD form generated and delivered, and the issued copy filed as an attachment with the request source noted in an activity. Renewal-season batches get worked as a queue instead of interrupting your service desk one request at a time.
Change request to confirmed endorsement
An insured calls with a vehicle swap or an address change. The operator documents the request on the policy servicing screens, preps the endorsement paperwork for your licensed staff to process, tracks it to carrier confirmation, and closes the loop with the insured in their language. Every step sits in the activity trail with dates an auditor can follow.
Every document filed where licensed staff can find it
Carrier mail, dec pages, signed forms, and policyholder emails get attached daily to the right account and policy, named per your conventions, with the activity noted. Unfiled documents are how files stop being defensible, and this discipline slides first when licensed CSRs are buried in phones, so the operator owns it as a standing daily block.
Issued policy versus application, line by line
When the issued policy arrives, the operator compares it against the application and binder: named insureds, limits, endorsements, effective dates. Discrepancies get listed in a single activity for your licensed CSR to take up with the carrier. The operator never judges whether a difference matters to coverage; the lane exists so a licensed person sees every difference.
Your book has Spanish-preferring policyholders. Your Applied Epic service desk should too.
44.9 million people in the US speak Spanish at home (US Census Bureau, 2024 ACS). For independent agencies in Florida, Texas, and California, that is the service book itself: renewal questionnaires that never come back because they went out in English, certificate requests relayed through a relative, payment questions that wait for the one bilingual staffer. Every Applied Epic virtual assistant offering we found in this market is English-only. The bilingual lane is empty.
Our operators are native Spanish speakers with professional-fluency English. The renewal chase call, the certificate confirmation, the endorsement follow-up: each happens in the policyholder's first language, and each gets logged as an activity in English so your licensed staff keep a clean, auditable file history. Spanish-preferring policyholders get served instead of queued.
This page is the platform-deep cut of our broader insurance virtual assistant service: same Operator-tier engagement, framed by Applied Epic instead of by the vertical. For the full front-line CSR treatment, including claims-call triage and the supervising-agent engagement letter, start there.
Nobody's operator arrives knowing your Applied Epic. We put that in writing.
Some providers sell assistants "trained to live inside the Epic interface." Read the claim carefully: it promises menu knowledge, and menu knowledge is not workflow knowledge. A stranger who knows where Renewals Manager sits in the navigation still does not know your stage configuration, your certificate conventions, or which download exceptions are routine in your book.
Your Applied Epic instance is configured to your agency, and only your team can teach it. So that is the model, stated plainly: your team teaches your Applied Epic workflows during the 7-day onboarding, and our supervisor turns the teaching into written SOPs the operator references from Day 1. Taught your way and supervised beats claimed and unmanaged.
You add the operator to Applied Epic on a seat with the access level your agency policy allows. Your team walks them through your setup: the Expiring Policies report and what each Renewals Manager stage means, your Certificate module templates and holder conventions, your activity codes, your attachment naming discipline, your Daily Download Management routine. Our supervisor sits in and documents every workflow as a written SOP. End of Day 3, the operator can explain your Applied Epic setup back to you in your vocabulary.
The operator shadows your service team on live Applied Epic work: real policyholder calls, certificates issued against real requests, how your CSRs work the activities queue and the morning downloads and where they escalate. Bilingual renewal and service scripts get rehearsed in supervised role-plays, in both languages. By Day 6 the operator has seen your escalation rules applied in practice, not just written in the SOP.
The operator takes live calls and live queue work under supervisor review, at reduced volume. The supervisor samples recordings and completed activities and corrects course the same day. Your licensed agent of record reviews recorded calls weekly for boundary-line drift, per the engagement letter signed before Day 1.
The operator runs your full Applied Epic cadence on their own: renewals prep, certificates, downloads, activities, attachments, service-call lookups. Supervisor sampling continues weekly. The Week 1 SOPs mean a bench replacement never starts from cold on your instance, which is what makes the 5-business-day replacement SLA real.
The Expiring Policies report doesn't care who runs it. It cares that somebody ran it at 90 days, moved the stage in Renewals Manager, and logged the activity where the producer could see it.
A founder note
Unlicensed scope, drawn as a hard line.
Everything on this page is service, intake, and follow-up under your agency's licensed staff. Four refusals hold on every call, in both languages. The full boundaries treatment, including claims-call triage scope, the supervising-agent engagement letter, and weekly recorded-call review, lives on our insurance front-line CSR page.
The operator never binds coverage, new business or endorsement. Change requests get documented on the policy servicing screens and routed to your licensed agent for binding.
Quoting that requires a state license stays with your licensed staff. The operator preps submission data in Epic Quotes; quote-intent inbound gets intake and a same-business-day handoff.
First-notice triage only: basic incident detail collected, the carrier claims number provided, the activity logged, your supervising agent notified. No adjuster coordination, no settlement discussion.
No recommendations on limits, deductibles, or endorsements, in either language. Coverage conversations belong to your licensed agent; the operator schedules them and documents the context.
Outsourcing Applied Epic back-office work without a BPO contract.
The standard offer behind the Applied Epic virtual assistant query is an hourly offshore contractor: home-based, location undisclosed, platform familiarity implied in the sales copy, supervision left to you. The BPO alternative trades that for a long contract and a process you no longer own. Our model is structurally different from both.
Supervision, continuity, audit trail. Our operators work from a managed LATAM office on company-issued equipment, with an embedded supervisor sampling calls and completed activities from Day 1 and a 3-operator warm bench behind every engagement. Replacement lands inside 5 business days, onto the written SOPs from your onboarding, so the cadence holds. Because every action runs inside your Applied Epic under the operator's own user ID, your E&O documentation lives in your instance. The operator extends your service team; the structure is what keeps the extension standing.
Language. The standard setup is English-only. Ours is native Spanish plus professional-fluency English on every call, which on a Hispanic-heavy book is the difference between renewal outreach that connects and renewal outreach that gets screened. The operating discipline behind it is our broader bilingual virtual assistant service; this page is the Applied Epic deep cut.
Pricing shape. Hourly rates look small until you price the management time, the rework, and the recruiting cycles between contractors. We publish flat monthly pricing and hold it: $1,497/month for a full-time supervised bilingual operator, with coverage scheduled per engagement anywhere in the 24-hour day, anchored on Eastern Time. Full multi-shift around-the-clock staffing is a multi-operator configuration on the Team and Custom tiers. For the full market math, see our Spanish-speaking virtual assistant cost guide.
$1,497 a month. Full-time. Flat. Published.
40 hrs/wk full-time. One bilingual operator working in your Applied Epic from our office, with a shared supervisor and the 3-operator warm bench behind them.
Start with Operator →Starter ($897/mo, one operator at 20 hrs/wk part-time) fits smaller agencies testing the model on a contained slice of the workload, certificates and the activities queue being the usual starting point. Team ($3,497/mo, two operators with a stepped-up shared supervisor, 6-month minimum) covers agencies that want daytime and evening service staffed at the same time. Custom is quote-based beyond Team: 5 or more operators, extended-hours coverage, a dedicated supervisor. Full detail and the universal terms at /pricing.
Common questions from Applied Epic agencies.
01Do your virtual assistants already know Applied Epic?
02What Applied Epic tasks can a virtual assistant handle?
03Can an Applied Epic virtual assistant work without an insurance license?
04How much does an Applied Epic virtual assistant cost?
05Is this for Applied Epic the insurance system or Epic the healthcare software?
06Are your operators Applied Epic certified?
07Is the work done in English and Spanish?
Talk through whether your Applied Epic book fits. 30 minutes, no slides, no sales pitch.
We will walk through your renewals cadence, your certificate volume, and your morning download routine, confirm the unlicensed CSR scope fits your licensed staff, and you will know within the call whether we are a fit.
Or reach us directly at hello@assistiq.io.