Bill Hall spent 33 years in the Air Force, followed by 14 years at Martin’s Point Health Care. At Martin’s Point, his military background helped him transition into work connected to military health care, where he developed a strong understanding of Medicare, plan design, and how insurance systems work.
That experience shaped what he brought to Southern Maine Agency on Aging, where he later served on the advisory council and board. When Medicare Counseling came up, the connection felt natural.
“I’d learned a ton about Medicare and insurance,” he says. “Why couldn’t I help out?”
Since 2016, Bill has volunteered more than 500 hours as a Medicare counselor, helping older adults navigate a system that is often complex and constantly changing. Many of the people he meets are trying to make important decisions under pressure, sometimes unsure of what they have chosen or what their options are.
“I had 3 clients, a typical Tuesday morning, and 2 of those 3 had life threatening chronic illnesses,” he says. “As a counselor, you really want to make sure that they’re getting access to the right medications and that you’re making every effort to help them. The client is number one in everything that you’re doing. This is important work.”
A big part of his role is helping people understand that the guidance they are receiving is completely unbiased, something he makes a point to explain early in every conversation.
“Southern Maine Agency on Aging has no financial stake in the decision the client will make. That’s critical,” he says, explaining that this allows the program to look at everything that’s available.
“Brokers are trusted in their community, but they can only offer a limited set of plans where they are contracted and get paid by commission,” Bill explains. “There’s a big difference. They might only have three contracts. Our portfolio is not limited. It’s whatever is out here.”
That broader view can make a significant difference, especially when it comes to cost. Bill regularly meets people who are paying thousands of dollars each year for medications, sometimes without realizing there are other options.
“When I first started, I would come across people who were spending $8,000 a year or more,” he says. “When you can find something that meets their needs for a fraction of that, that’s a huge deal.”
Even with more recent changes, like the cap on Part D prescription drug costs, there are still gaps in awareness, and keeping up with those kinds of changes is a central part of the work.
“The amazing part about all of this, it changes every year, or even during the year,” he adds. “One of the interesting things about being a Medicare counselor is keeping up with it. It’s not something you learn once. There are significant changes, whether it’s benefits, costs, or the insurance world more broadly. It could be the state or federal government. You need to know the Affordable Care Act. I would call it a dynamic environment. I love it. It’s very stimulating. It makes the job exciting.”
That constant change requires close attention to details that can easily be missed, whether that means a new premium or medications that are no longer covered.
“You keep a close eye on that,” he says. “You’re looking for things that might become an expense.”
The work is not done in isolation. One of the strengths of Medicare Counseling at Southern Maine Agency on Aging is the shared knowledge across staff and volunteers, many of whom bring different backgrounds and areas of expertise.
“The Medicare team staff do a terrific job, they are so helpful,” Bill says. “I am frequently asking them for guidance. They have a deep understanding of the state, including MaineCare, legal services, and the range of options available to help people. Other counselors can be a source of information too. There’s a strong relationship between the counselors.”
For Bill, volunteering has always been part of who he is, something that continues to shape how he approaches this work.
“It’s built into my genetic makeup that I love being involved,” he says. “I’ve discovered you can do all kinds of things you’ve never done before just by learning. It keeps life really interesting. I’m 82 years old.”
That mindset carries into how he connects with clients. He takes time to understand who they are beyond their coverage needs, asking about their background, whether they’re still working or retired, and what they did when they worked. It’s an approach that helps build trust and creates space for more meaningful conversations.
“Some folks come back to me. They keep my phone or email, and that says to me, ‘we trust you,’” he says. “We trust you to provide us accurate, up to date, and unbiased information. That to me is a reward. You have fun with them and build a relationship with them. It’s a rewarding thing.”
That balance between responsibility and connection is what has kept Bill coming back to this work year after year, bringing both his experience and a steady approach to guidance that directly impacts people’s health and finances. It speaks to something shared among Southern Maine Agency on Aging’s volunteers: the motivation to use what you know to help others, the commitment to keep showing up, and the reward of knowing your time and care can truly change someone’s experience.
