In-Office Participant Advocate III
Navia Mexico
Position has the ability to be hybrid after 1 year
Shift is 11:30a-8p
Founded in 1989, Navia began as Flex-Plan Services, and over the years has grown into one of the nation’s premier benefit providers. Navia offers FSA, HSA, HRA, Commuter, Lifestyle, 401K, Benefit Administration, Education, COBRA, and much more.
Position Summary
The successful Participant Advocate III will be a positive, empathetic, and patient person that is passionate about giving excellent service. The purpose of this role is to service COBRA and Direct Bill participants by educating, problem solving and advocating for the participant. Participant Advocates take an active role in meeting our company defined SLAs.
Essential Functions
Support customer questions through phone, email and other forms of service delivery
Processing of account changes such as election forms, enrollment forms, plan changes, etc.
Follow best practices for: HIPAA, asking questions to accurately troubleshoot and assist our participants, utilizing provided resources to properly solve problems, and setting expectations with participants.
Educate participants about their COBRA and Direct Bill benefits
Interact with carriers on behalf of participants
Consistently hit key performance indicator goals while embodying Navia’s core values: Nurture, Advocate, Visualize, Innovate, Amaze
Execute a high level of service delivery in interactions both external and internal
1 year of customer service experience
Must have excellent follow through and organizational skills
Must have a great phone personality and genuinely enjoy helping people
Must be able to multi-task (working on administrative tasks in between phone calls)
Able to communicate undesirable outcomes tactfully
Strong oral and written communication skills
High attention to detail