Client Services Manager
Remote
Full Time
Mid Level
Position Summary
Client Service Managers establish and maintain relationships with an assigned Navia client book of
business. Represents Navia in a professional manner and provides support, education, and general
customer service to clients and brokers. Prioritizes client retention and service delivery. Must have
a strong working knowledge of our systems, processes, and regulations as they relate to the type of
benefits Navia administers.
Essential Functions
• Develops and maintains professional relationships with assigned employer group clients and
their brokers through open and timely communication.
• Educates clients on healthcare reform, industry, or internal changes that may impact their
benefit administration.
• Supports clients and brokers by researching and answering inquiries via email and phone.
• Plans and attends meetings/calls with clients and brokers as needed, including regular
recurring meetings.
• Assists with new client onboarding by taking part in implementation meetings, hosting
welcome calls, and providing support where needed.
• Updates and implements benefits ongoing and makes changes to client account structure.
• Manages client specific tasks, processes, and projects.
• Facilitates resolving escalated client and broker issues.
• Guides all aspects of the annual plan renewal process. Completes renewal related tasks and
tracking and discusses rate changes with clients and brokers.
• Audits client plans as needed.
• Understands other Navia internal departments’ functions and processes at a high level and
works with those departments to resolve client questions/issues as needed.
• Understands the file import process and the various types of files that clients send. Can
interpret Navia’s file specs and troubleshoot file issues.
• Assists with projects and tasks for team and department as necessary.
• Attends and presents at benefit fairs and/or open enrollment meetings as needed.
• Contributes to ongoing team analysis and documentation of procedures, aiming to
streamline and automate processes and build efficiency.
• Meets department and team performance expectations.
Job Description
• Performs essential functions of the Senior Client Service Associate and Client Services
Associate roles as necessary.
Requirements
• Strong sense of responsibility and willingness to take ownership of workload.
• Computer skills, including competency with Microsoft Word, Teams, Excel, Outlook, and PDF
programs.
• Excellent customer service skills.
• Excellent written communications skills.
• Ability to adhere to a work schedule following standard business hours and can maintain
regular, on-time attendance. Includes attendance of meetings and scheduled phone shift.
• Positive work attitude and adaptability.
• Organizational and time management skills.
• Problem solving and critical thinking skills.
• Independent/self-motivated and can also work well in a team environment.
• Comfortable with public speaking and hosting presentations.
• Ability to travel as needed for client and employee meetings/benefit fairs.
• State Driver’s License and proof of insurance.
• Willingness to work outside scheduled work hours as needed, especially during our busy
season.
This job may be eligible for remote work:
Remote Working Requirements
• Minimum requirements established by Navia for Internet connection.
• Established working space at home that provides a secure environment.
• Confidentiality of all information on clients/members accounts.
• Ability to travel to the office on required days.
• Ability to travel to the office for mandatory meetings as required.
• All calls should be by video through Teams and Zoom.
• Working from different locations for extended periods should be cleared by your superior.
Failure to comply with the above can result in your position being moved back to a non -remote
position, or termination of your position.
Hourly Rate: $21-$24 per hour
Client Service Managers establish and maintain relationships with an assigned Navia client book of
business. Represents Navia in a professional manner and provides support, education, and general
customer service to clients and brokers. Prioritizes client retention and service delivery. Must have
a strong working knowledge of our systems, processes, and regulations as they relate to the type of
benefits Navia administers.
Essential Functions
• Develops and maintains professional relationships with assigned employer group clients and
their brokers through open and timely communication.
• Educates clients on healthcare reform, industry, or internal changes that may impact their
benefit administration.
• Supports clients and brokers by researching and answering inquiries via email and phone.
• Plans and attends meetings/calls with clients and brokers as needed, including regular
recurring meetings.
• Assists with new client onboarding by taking part in implementation meetings, hosting
welcome calls, and providing support where needed.
• Updates and implements benefits ongoing and makes changes to client account structure.
• Manages client specific tasks, processes, and projects.
• Facilitates resolving escalated client and broker issues.
• Guides all aspects of the annual plan renewal process. Completes renewal related tasks and
tracking and discusses rate changes with clients and brokers.
• Audits client plans as needed.
• Understands other Navia internal departments’ functions and processes at a high level and
works with those departments to resolve client questions/issues as needed.
• Understands the file import process and the various types of files that clients send. Can
interpret Navia’s file specs and troubleshoot file issues.
• Assists with projects and tasks for team and department as necessary.
• Attends and presents at benefit fairs and/or open enrollment meetings as needed.
• Contributes to ongoing team analysis and documentation of procedures, aiming to
streamline and automate processes and build efficiency.
• Meets department and team performance expectations.
Job Description
• Performs essential functions of the Senior Client Service Associate and Client Services
Associate roles as necessary.
Requirements
• Strong sense of responsibility and willingness to take ownership of workload.
• Computer skills, including competency with Microsoft Word, Teams, Excel, Outlook, and PDF
programs.
• Excellent customer service skills.
• Excellent written communications skills.
• Ability to adhere to a work schedule following standard business hours and can maintain
regular, on-time attendance. Includes attendance of meetings and scheduled phone shift.
• Positive work attitude and adaptability.
• Organizational and time management skills.
• Problem solving and critical thinking skills.
• Independent/self-motivated and can also work well in a team environment.
• Comfortable with public speaking and hosting presentations.
• Ability to travel as needed for client and employee meetings/benefit fairs.
• State Driver’s License and proof of insurance.
• Willingness to work outside scheduled work hours as needed, especially during our busy
season.
This job may be eligible for remote work:
Remote Working Requirements
• Minimum requirements established by Navia for Internet connection.
• Established working space at home that provides a secure environment.
• Confidentiality of all information on clients/members accounts.
• Ability to travel to the office on required days.
• Ability to travel to the office for mandatory meetings as required.
• All calls should be by video through Teams and Zoom.
• Working from different locations for extended periods should be cleared by your superior.
Failure to comply with the above can result in your position being moved back to a non -remote
position, or termination of your position.
Hourly Rate: $21-$24 per hour
Please visit our career page and apply directly: www.naviabenefits.com/workatnavia
Not all positions allow for remote work, but those that do will only be available in the following states: AZ, CA ,CO, FL, GA, IL, IN, KS, MI, MN, MO, MT, NC, ND, NE, NJ, NV, NY, OH, OR, PA, TN, TX, UT, AND WA
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