Medicare Client Services Team Lead

Lone Star National Bank; McAllen (TX); On-site; USD 70,000 - 90,000; Full time

Job summary

Lone Star Insurance Services seeks a Medicare Team Lead to oversee a dedicated team assisting clients with Medicare plans, ensuring regulatory compliance, and delivering top-tier customer service. You will monitor performance, provide coaching, and resolve escalated issues to boost member satisfaction.

Travel to San Antonio and the Rio Grande Valley will be required; bilingual English/Spanish is preferred. The role requires leadership, CRM proficiency, and a strong commitment to compliance and

Qualifications

• 5+ years of sales management, sales leadership, or Medicare-specific experience.
• Bachelor’s degree preferred or equivalent work experience.
• Active Health/Life insurance license, with the ability to pass AHIP Certification
• Strong understanding of Centers for Medicare & Medicaid Services rules and regulations.
• Strong communication, interpersonal, and problem-solving skills.
• Proficiency with computer systems, including Microsoft Office and CRM tools.
• Ability to travel to San Antonio and the Rio Grande Valley, Texas
• Bilingual in English and Spanish (preferred)

Responsibilities

• Supervise and motivate a team of agents or specialists, ensuring daily operations run smoothly.
• Track and optimize team metrics, including sales conversion rates, production targets, and call quality.
• Ensure all operations comply with Medicare regulations and Lone Star Insurance Services policies.
• Act as the primary point of contact and subject matter expert for resolving complex member or provider issues.
• Lead training sessions in San Antonio & the Rio Grande Regions, develop job aids, and mentor new hires.
• Identify areas for improvement in workflows and implement changes to enhance efficiency
• Forecasting opportunities during peak open enrollment period
• Maintain referral programs work closely with Branches and partners to uncover opportunities.
• Maintains current knowledge of internal risk controls and loss prevention, including reporting of suspicious or unusual customer activity per Lone Star National Bank and Lone Star Insurance Services policy
• Maintains current knowledge and complies with all federal and state laws and regulations and all established Lone Star National Bank and Lone Star Insurance Services policies and procedures, including internal audit controls related to department operations
• Maintains current knowledge of all rules, regulations, and laws as they apply to BSA/OFAC/USA Patriot Act/CIP/AML

Skills

Leadership

Communication

Bilingual (Eng/Spanish)

Education

Bachelor's degree or equivalent

Tools

CRM tools

Microsoft Office

Job description

Lone Star Insurance Services seeks a Medicare Team Lead to oversee a dedicated team assisting clients with Medicare plans, ensuring regulatory compliance, and delivering top-tier customer service. You will monitor performance, provide coaching, and resolve escalated issues to boost member satisfaction.

Travel to San Antonio and the Rio Grande Valley will be required; bilingual English/Spanish is preferred. The role requires leadership, CRM proficiency, and a strong commitment to compliance and