Senior Benefit Navigator

At Keystone Advisors your work directly impacts the lives of thousands of individuals and families by helping them secure the health coverage they need for peace of mind and financial stability.

As a Senior Benefit Navigator you will do more than answer questionsyou will serve as a trusted advocate guiding clients through complex healthcare decisions resolving critical issues and ensuring they receive the support they deserve.

We are looking for experienced professionals who combine compassion problem-solving and a commitment to return we offer a collaborative environment opportunities for professional growth company-paid licensing and the chance to be part of a team that truly changes lives.

If you are passionate about helping others and want to build a rewarding career with purpose Keystone Advisors may be the perfect place for you.

We partner with leading insurance carriers to help individuals families and businesses find the health coverage that best fits their needs. Serving clients in 49 states we provide guidance on:

• ACA Marketplace plans
• Medicare Advantage
• Medicare Supplement (Medigap)
• Prescription Drug Plans (Part D)
• Dental and Vision insurance

Our mission is simple: provide expert guidance and exceptional service so every client feels confident in their healthcare decisions.

The Senior Benefit Navigator is a highly experienced client advocate responsible for resolving complex benefit and coverage issues delivering proactive retention outreach and ensuring an outstanding customer experience across all product lines.

This role serves as a trusted liaison between clients insurance carriers healthcare providers and internal teams. The ideal candidate combines deep insurance knowledge analytical problem-solving empathy and leadership to protect membership and drive client satisfaction.

• Serve as the primary point of contact for escalated client concerns complaints and complex service issues.
• Assist clients with quotes enrollments eligibility claims billing reinstatements and post-enrollment support.
• Investigate and resolve urgent situations such as loss of coverage or medical access issues.
• Coordinate with carriers providers and internal teams to ensure timely resolution.

• Educate clients on healthcare plans benefits and coverage options.
• Conduct needs assessments to identify financial medical and social concerns.
• Develop personalized action plans and care strategies.
• Help clients navigate online portals and self-service tools.

• Conduct proactive outreach to at-risk clients.
• Identify opportunities to improve retention and engagement.
• Analyze customer behavior and trends to recommend retention strategies.

• Prepare reports on retention metrics service trends and improvement opportunities.
• Document all interactions in Salesforce and other systems.
• Contribute to SOP development and process improvements.

• Support onboarding and training of new team members.
• Share best practices and mentor less experienced staff.
• Participate in cross-functional initiatives.

• High school diploma or GED.
• 7 years of experience in customer service insurance healthcare or a related field.
• Advanced proficiency with CRM systems (Salesforce preferred) and Microsoft Office especially Excel.
• Strong communication analytical and problem-solving skills.
• Ability to manage escalations with professionalism and empathy.

• Bachelors degree or equivalent experience.
• Active Texas General Lines Life & Health Insurance License (or ability to obtain within 90 days; company-sponsored).
• Experience with ACA Marketplace and Medicare products.
• Bilingual in Spanish or other languages such as Vietnamese Mandarin Cantonese Korean Arabic Urdu Farsi or Russian.

• Proven success in retaining clients and resolving complex issues.
• Strong emotional intelligence and customer-first mindset.
• Ability to coach and mentor others.
• Experience in high-volume contact center or insurance environments.

• Office-based role in a professional business environment.
• Extended hours may be required during peak enrollment periods.
• Frequent use of computer phone and CRM systems.

• Ability to sit for extended periods.
• Frequent use of keyboard mouse and telephone.
• Ability to speak and hear clearly.

• Competitive compensation and bonus opportunities
• Company-paid licensing support
• Comprehensive benefits package
• Career advancement opportunities
• Collaborative mission-driven culture

If you are passionate about helping clients navigate their healthcare options and thrive in a fast-paced service-oriented environment we encourage you to apply.