Client Services Trainer

Position SummaryA successful Client Services Trainer will be professional, positive, empathetic, knowledgeable, and passionate about developing exceptional employees. This role is responsible for delivering both classroom-style and hands-on service training for new hires, gap training as needed, and supporting the onboarding process for new employees and teams transitioning from partner TPAs.

Key Responsibilities Include

• Designing, managing, and maintaining all Navia training materials, ensuring alignment with legal requirements and industry best practices.
• Facilitating engaging and effective training sessions that support employee development and service excellence.
• Conducting quality assurance reviews of phone calls, emails, and other processes assigned to new hires during training.
• Collaborating with leadership to identify training needs and continuously improve the onboarding experience.
  
  

This role plays a critical part in shaping the success and confidence of our Client Services team.

Essential Functions

• Demonstrate a strong commitment to nurturing and supporting all trainees in their development into exceptional employees.
• Design, develop, and implement training programs tailored to employees at various levels. Collaborate with subject matter experts to create engaging and relevant content.
• Maintain a Training Calendar with course links and session details, published at least two weeks in advance.
• Coordinate with IT and the Onboarding team to ensure:
• Logins are created
• Workstations are fully prepared (phones, computers, permissions)
• All miscellaneous onboarding details are addressed for a smooth transition into the service department
• Create, maintain, and enhance training materials, checklists, and structured training plans.
• Pair new hires with tenured employees for additional phone training, ensuring they can handle calls with empathy and compassion.
• Train employees to deliver high-quality service in both external and internal interactions.
• Adhere to best practices for handling sensitive HIPAA information.
• Consistently meet key performance indicator (KPI) goals while embodying Navia’s core values: Navigate, Advocate, Visualize, Innovate, Accountability.
• Develop new hire skills to meet and maintain performance standards, which vary by role.
• Collaborate with supervisors and managers to coordinate departmental training. Provide weekly performance updates for all trainees to their respective Team Managers.
• Complete monthly processing goals to stay current on training topics and systems. Provide support with claims and phone tasks as needed.
• Maintain up-to-date process documentation for all training materials.
• Provide training for migrating teams from partner TPAs, including discovery processes and work that may involve other departments.
• Perform other duties as assigned.

Requirements

• 1 year of Navia or partner TPA CDH experience; COBRA a plus.
• Strong oral and written communication skills.
• Exceptional Presentation skills and genuinely enjoys helping people succeed.
• Self-motivated/Able to work independently.
• Must have excellent follow-through and organizational skills.
• High attention to detail.
• Able to communicate IRS benefits conversationally in laymen terms.
  
  

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 or zoom.
• Working from separate 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.

Salary Range: $55,000 - $85,000

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, CO, FL, GA, IL, IN, KS, MI, MN, MO, MT, NC, ND, NE, NJ, NV, NY, OH, PA, SD, TN, TX, UT.

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