nava-benefits - Associate Benefits Advocate
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Requirements
• 3+ years of experience in a benefits brokerage in a direct member-facing or service role. • Real carrier fluency: you know how to navigate a carrier call, escalate effectively, and get things resolved without a lot of back-and-forth. • Experience managing a high-volume queue, including during open enrollment season. You've been through a busy October and know how to manage yourself through it. • Strong written communication: you can write to a stressed member in plain language, with professionalism and accuracy, every time. • Comfort in a tech-forward environment: you pick up new tools quickly and see Nava's AI-native platform as an enabler, not a barrier. • A self-managing work style: you don't need someone checking in on you to hold a high standard. You set your own bar and meet it. • Bilingual (Spanish) is a meaningful plus.
Responsibilities
• Own your queue end-to-end: respond to member inquiries within a 1-business-day SLA, keep cases moving, and provide weekly updates on anything pending with a carrier or third party. • Resolve eligibility issues: work directly with carriers and vendors to fix situations where a covered benefit isn't being honored. • Review bills and claims for accuracy: contact carriers to resolve discrepancies and flag anything that doesn't add up. • Answer benefits coverage questions: explain whether a service is covered, walk members through their plan options, determine network coverage, compare employee costs, and consult on prior authorizations. • Navigate carrier escalations: know when to pick up the phone, who to talk to, and how to get something actually resolved. • Handle app and access issues: troubleshoot Nava mobile app authentication problems and help members get to the benefits tools and resources they need. • Be fluent in the platform: work inside Nava HQ to access member information, review elections, and manage cases efficiently. • Contribute to how we get better: surface patterns in member issues that point to product or process improvements, and flag them constructively.
Benefits
• Be part of a company genuinely trying to fix one of the most broken systems in America. • Work with proprietary AI-native technology that handles routine questions so you can focus on the work that actually requires expertise. • Join a small, tight-knit team that values ownership, professionalism, and doing right by members. • Fully remote, with a team that collaborates, invests in your growth, and takes the work seriously. • Working at Nava • As a remote-first company, Nava is committed to building a dynamic and inclusive culture where you have the autonomy to thrive. You’ll be supported by cutting-edge technology, a collaborative team, and a shared mission to revolutionize healthcare. • Please note: The benefits below apply to full-time (W2) employees and are not included for contractor roles. • Health & Wellness: Medical insurance, including a $0 premium HDHP plan for individuals, Dental, Vision, Telehealth and Virtual Primary Care Visits, OneMedical membership, Wellhub, and a $50 monthly benefit to improve your mental or physical health. • Financial Support: Stock options, 401(k) with a $2,000 match, FSA, HSA, and access to Origin Financial. • Work-Life: Flexible PTO, 12 weeks of paid parental leave with 2 weeks of transition time, $50 monthly connectivity reimbursement, and company-paid short-term disability, long-term disability, and life insurance, with additional voluntary benefits like supplemental life, AD&D, hospital indemnity, accident, and critical illness coverage. • Professional Support: $1,000 home office setup stipend and access to an Employee Assistance Program (EAP) • Candidates from all backgrounds are encouraged to apply. We believe that solving America's healthcare problem requires leveraging America's greatest strength: our diversity. Healthcare affects everyone – and a team that includes people from all backgrounds and walks of life will be more effective at driving change than a homogeneous one. We are excited to build that kind of team at Nava.
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