Who We Are Nava is on a mission to #fixhealthcare. Nearly 160M Americans rely on their employers for healthcare — yet the system is broken, bloated, and dominated by incumbents who resist change. Nava fuses deep benefits expertise with cutting-edge technology to deliver a modern, transparent, and affordable healthcare experience. Founded by seasoned entrepreneurs and backed by leading investors, Nava is one of the fastest-growing benefits brokerages in the country. We’re the first to combine brokerage know-how with proprietary tech like HQ: our AI-powered benefits platform, designed to help HR teams take control of renewals, simplify strategy, eliminate spreadsheet chaos, and empower employees to navigate their benefits with ease. In a $50B industry hungry for change, Nava is built to win — lowering costs for employers, delighting employees, and reshaping how healthcare works for millions of Americans. Role Overview We're looking for a Associates Benefits Advocate to join our Member Support team — one of the most visible, high-accountability functions at Nava. You'll be the person our members turn to when they need real help: a denied claim, a confusing bill, a coverage question that actually matters to their lives. Our members reach us primarily through the Nava Benefits app and via email. You'll own your queue, work directly with carriers to resolve issues, and hold cases to a high standard from first response to close. This isn't a hand-it-off role. You pick it up, you work it, and you see it through. The Member Support team operates at the intersection of human expertise and AI-powered tooling. Our AI handles routine questions before they reach you, which means what lands in your queue is the stuff that actually requires someone who knows what they're doing. You'll work inside Nava's HQ platform, surface patterns you're seeing, and contribute to how we continue to raise the bar on member experience. Fully remote, open to candidates anywhere in the US. What You'll Do * 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. What You Bring * 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. Why Nava * 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. Benefits * 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.