VALUE PROPOSITION NAVIABENEFITS.COM. (800)

Transcription

1 VALUE PROPOSITION NAVIABENEFITS.COM (800)

2 Table of Contents Value Proposition... 3 Core Values... 4 Key Differentiators... 5 Organizational Overview... 6 Guarantees... 8 Value Proposition Page 2 of 8

3 Value Proposition There are many TPAs in the industry that your clients can turn to. We work to be more than just another option; we want to be a true partner with our clients. Plenty of TPAs can administer benefits and be a rest-stop for clients, but we strive to build true and lasting partnerships by delivering excellent customer service and industry-leading knowledge. Our clients view us as trusted mentors who deliver experienced guidance and compassionate leadership. Navia is a heart-centered employee benefits partner that is dedicated to treating clients like family. We make getting and giving great benefits easy, understandable and even enjoyable. When clients work with us, employees know that we will advocate for their family s well-being, offering trusted support and outstanding service. History Navia Benefit Solutions (Navia) was founded in 1990 as a third-party administrator of FSA plans serving school districts and other public sector employers in Washington State. We have since grown from our humble beginnings to be considered one of the premier administrators on the West Coast with a national reach of clients from coast to coast. Our services have grown to include a full suite of tax advantaged benefit plan administration along with a series of boutique services. Services With a client base of over 3,000 employer groups, we have grown to offer a wide range of standard and boutique services. Many of our boutique services began as client and broker requests based on an existing need, and we worked to build a custom solution that later became part of our expert services portfolio. Some of our services include: Flexible Spending Account (FSA) Administration Gross Revenue Health Reimbursement Arrangement (HRA) Administration Health Savings Account (HSA) Administration COBRA Administration Retiree Billing Wellness Plan Reimbursements Commuter Benefits Administration Compliance Services Millions * Our growth is fueled primarily by broker referrals and competitive public sector bidding. * 2015 is anticipated revenue based on new clients for Jan 1. Navia s advantage. We are dedicated to a long-term partnership with our broker and clients in order to offer a long-term solution that not only meets current needs, but anticipated future needs. Value Proposition Page 3 of 8

4 Core Values Navia is the go-to benefits administrator for organizations who desire to care for their employees like family. We accomplish this by treating our clients and participants like we want to be treated, with compassionate customer service, easy-to-understand tools and a mentor-centric approach to all that we do. We will empower your clients with guidance, tools and knowledgeable customer service to advocate for the health, well-being and financial welfare of their employees. Below is a list of our five core values at Navia and our mission statement that guides every decision we make. Nurture: Advocate: Visualize: Innovate: Amaze: We act as mentors, teachers and coaches to our employees, clients and participants. We are family. We fight for our customer relationships and the well-being of our clients and participants. We have a pulse on where the industry is headed, and are focused on discovering future benefit solutions for our clients. We provide solutions in a nimble and flexible environment. We constantly strive to offer the best solutions. We will amaze you with our energy, caring customer service and ability to create solutions that fit diverse needs. Our Mission is to empower organizations with guidance, tools and wisdom to advocate for the health, well-being and financial welfare of employees. Clients Navia partners with over 3,000 employers to provide one or more custom benefit solutions. Our clients consist of both public and private sector employers that range in size from small businesses, to large employers with over 100,000 employees. Our valued client list includes small employers who are looking to make a name for themselves as well as large, established household-name corporations. Current Statistics (January 2015) 2,310 Employer groups 3,765 Benefit plans administered 99% Client retention (not including insolvency / mergers) 100% Client retention on public sector bid renewals 9+ Years for average length of client 56% Clients with more than one (1) service Length of Client Relationship 3 years 32.00% 4-8 years 9-15 years 16+ years 34.00% 15.00% 19.00% Value Proposition Page 4 of 8

5 Key Differentiators There are several key differentiators that elevate our services above the industry norm. Some are technologybased, some service-based, but the end result is increased client and participant satisfaction. There are no costs for any of these services; it is just part of how we do business. Technology We use proprietary technology that was designed and developed internally by our own development team. Our platform allows us to customize innovative solutions for each client and to fully automate important processes within the administration. In-house development enables us to make quick updates and enhancements to meet our clients needs. Our personalized technology solutions include: Online enrollment for FSA / Commuter Single debit card for FSA / Commuter / HSA / HRA Proprietary mobile app FlexConnect technology for a 100% electronic, direct EOB-to-FSA claim submission Communication We customize all communication materials for clients to deliver a custom experience that properly reflects the benefit plan s rules and specifications. In addition to custom materials, we attend benefit fairs and enrollment meetings, often at no cost. Our highly knowledgeable enrollment coordinators can establish an open enrollment webinar schedule so that employees have plenty of opportunities to learn about the benefits. OE webinars are generally minutes in length and focus on real-world advice and benefits of enrollment. Service You will not find any IVR or AVR systems in place at Navia and we will never outsource or offshore any of our services. Although these systems can make the TPAs job easier or more cost-effective in terms of routing incoming calls, claims processing and labor, they do not align with our core values. Participants that call us are immediately connected with a live service agent who is empowered to reprocess claims, review denials, request special check runs, and manage all aspects of a participant s account. By handing all areas of customer service in house by Navia employees, we can maintain that important personal touch that our clients have come to depend on. We are confident in the level of service we provide our clients and the working partnerships we have with brokers throughout the country. We strive to make each client and broker a future reference. Want to hear from someone who s partnered with us or referred clients to us? Just ask and we ll provide several references that can attest to the level of service and expertise we provide for our mutual clients. Value Proposition Page 5 of 8

6 Organizational Overview Our company is split between two service groups: customer service and client support. The customer service team handles participant inquiries, claims processing and denials. This group also fields calls from plan administrators, but their focus is on servicing the participant. The client support group consists of our account managers / associates, finance team, compliance team, EDI team and enrollment services. The primary focus of this service group is on serving our clients plan contacts and planrelated business processes. Members of our expert client support team are promoted exclusively from our customer service team. We believe that promoting from within gives our employees a unique sense of perspective in servicing our clients. Large group clients may have a dedicated account management team consisting of an account executive (AE), dayto-day account manager (AM) and implementation manager. An account associate (AA) may also be assigned to help with implementation and day-to-day administration. Sales executives handle the RFP and bidding process and work with our broker partners during the sales and implementation process. They are involved throughout implementation and the first year of service as an account team leader. Sales Executives An organization is only as strong as its greatest asset, the employee. We have some of the best. Our sales executives have extensive knowledge on plan compliance, logistics, implementation and our general administration. Darab K. Sarbandi Sales & Business Development Team Lead (425) dsarbandi@naviabenefits.com Navia Experience: Since 1998 Darab is the head of our Sales and Business Development teams and is responsible for Navia s overall growth and strategic partnerships. He joined Navia in 1998 and has held various roles within the company including client implementation, account management and program management. Between his tenure at Navia, he served as the head of the Consumer-Directed Benefits division of RSMES, a division of RSM McGladrey, where he successfully launched a suite of CDB services for RSMES before its sale to ADP. Darab holds a B.A in Philosophy and a B.S in Molecular Biology from the University of Washington. Value Proposition Page 6 of 8

7 Stefan Knipp Sales Executive, Sales & Business Development (425) Navia Experience: Since 2013 Stefan is a member of the sales and business development team at Navia. Stefan began his career with Lockton Retirement Services, a health and welfare broker in Dallas, TX before joining Navia. He has quickly built a reputation within the broker community of providing creative solutions based on sound advice and an adept understanding of our working systems. Stefan graduated from the McComb s School of Business at the University of Texas with a B.B.A degree in Corporate Finance. Jason Darnell Sales Executive, Sales & Business Development (425) jdarnell@naviabenefits.com Navia Experience: Since 2010 Jason is a member of the sales and business development team at Navia. He has held various roles within the company including customer service supervisor, account management and program management. His passion is leveraging new technology to create unique solutions for our clients. As our list of services grows, Jason is often involved in the integration process and has a keen understanding of how our services are connected within our solutions suite. Jason is a graduate of the Whittier College Scholar Program with a focus in Biochemistry. Cody Cook Sales Executive, Sales & Business Development (425) ccook@naviabenefits.com Navia Experience: Since 2009 Cody joined Navia as a customer service agent and enrollment coordinator. His extensive exposure to clients and participants during the open enrollment process gave him insight on what and how participants understand benefit enrollment materials. Cody has since managed the development of all our communication pieces and general marketing. Bringing knowledge from his background in logistics, data uploads and plan transitions; Cody is an invaluable asset for clients during the sales and implementation process. Cody holds a B.A in Law and Justice and a B.A in Sociology from Central Washington University. Value Proposition Page 7 of 8

8 Guarantees We are always willing to back our services up with a solid set of performance guarantees based on industry-best metrics. Our contracts frequently include an aggressive set of performance standards based on call metrics, claims processing, and overall satisfaction. Each set of performance standards is specific to the clients needs and we have never failed to meet our standards. Quotes We make requesting a competitive quote easy! Submit a request online and you ll receive a receive a quote sheet and proposal within a few seconds. Visit and select the Broker tab. Prefer to speak with a sales executive? Call us at (800) to see how we can better assist you. Rates We guarantee our standard rates for up to two (2) years, but also offer longer rate guarantees for groups with custom pricing. Our rates are frequently guaranteed for up to five (5) years and sometimes even for the life of the client s contract. We re confident that every client will enjoy a successful and lasting partnership with us and we don t want them to worry about any rate increases. Navia Benefit Solutions (800) Value Proposition Page 8 of 8