Medicare Benefit Navigator Team Lead

Keystone Advisors is a mission-driven brokerage committed to delivering White Glove Service Excellence to seniors and underserved communities. We specialize in Medicare Advantage, Dual Special Needs Plans (D-SNP/CSNP), Marketplace, and benefit navigation services that improve access, outcomes, and peace of mind.We don’t just enroll members. We advocate, educate, and guide.

The Medicare Benefit Navigator Team Lead is a frontline leader responsible for guiding a team that supports Medicare beneficiaries through enrollment, plan education, care coordination, retention engagement, and ongoing benefit navigation.This role requires strong operational leadership, regulatory precision, and a deep conviction to serve vulnerable populations with compassion, integrity, and urgency.You will lead by example, ensuring every member interaction reflects Keystone’s commitment to dignity, clarity, and real support, and non-transactional service.

· Lead, coach, and develop Medicare Benefit Navigators to achieve service, retention, and enrollment goals· Conduct call reviews, coaching sessions, and performance improvement plans· Maintain team accountability to KPIs, compliance standards, and service excellence· Foster a culture of empathy, ownership, and continuous improvement

· Lead proactive member retention and re-engagement strategies· Identify at-risk members and implement outreach campaigns to improve satisfaction and plan retention· Strengthen ongoing member relationships through education, touchpoint cadence, and benefit awareness· Ensure members understand and utilize benefits to improve long-term retention and health outcomes

· Ensure members receive clear education on Medicare options and benefits· Support complex cases involving seniors and individuals with disabilities· Remove barriers to care by coordinating PCP selection, pharmacy access, and benefit utilization· Uphold dignity, respect, and Keystone’s White Glove standards in every interaction

· Monitor workflows, case resolution timelines, and service levels· Ensure accurate documentation in CRM and carrier systems· Collaborate cross-functionally to improve member experience and service delivery· Identify engagement gaps and lead improvement initiatives to enhance client satisfaction and outcomes· Reinforce and uphold company service standards across all team interactions

· Ensure adherence to CMS regulations and carrier guidelines· Maintain audit readiness and documentation accuracy· Address corrective actions promptly and implement preventive measures· Reinforce compliant communication and marketing practices

· Member retention & engagement rates· Member satisfaction & service quality scores· Enrollment accuracy & compliance adherence· Benefit utilization & care coordination outcomes· Case resolution timeliness· Team performance & retention· Quality audit results

✔ Service-driven leaders who believe healthcare access is a human right ✔ Coaches who elevate teams through clarity, accountability, and compassion ✔ Professionals who thrive in structured, compliance-driven environments ✔ Advocates who build trust and long-term member relationships ✔ Leaders committed to continuous improvement and service excellence

· 3+ years Medicare Advantage or health insurance care coordination / navigation experience· 1+ year leadership or team lead experience· Active Health & Life Insurance License (TX required)· Deep understanding of CMS regulations, Medicare programs and Social / Government programs.· Strong CRM documentation and case management experience· Bilingual (English/Spanish) preferred

· Compassionate leadership· Member retention & engagement strategy· Regulatory compliance & accuracy· Member advocacy & education· Coaching & performance management· Operational discipline & accountability· Continuous improvement mindset

· Mission-driven work serving seniors and vulnerable communities· Collaborative, family-owned culture grounded in integrity· Growth opportunities within an expanding healthcare ecosystem· Leadership development and impact-driven career path· Opportunity to influence real health outcomes at scale

At Keystone Advisors, service is not a slogan. It is a commitment. We show up with empathy. We lead with integrity. We deliver with excellence.If you believe service is a calling, not a task - we want to meet you.