What is Nava's approach to member experience?
Before we dive into the app, it's important to understand how it plays into our approach to member experience. We've designed the implementation process to get employees onboarded easily so you can start reaping the benefits quickly.
Most importantly: getting answers
Nava has a team of Benefits Advocates ready to respond to benefits questions from your employees. Your employees can easily message our Benefits Advocates within the app and get answers within 24 hours. For employees who elect not to use the app, the team is also available via email. Employees can get help with:
- General medical, dental, vision or ancillary benefits questions
- Carrier enrollment issues
- Dependent enrollment questions
- Plan summary explanations
- Finding in-network providers
- Claims guidance
- Bill or EOB clarification
- Open enrollment plan explanations so they can make the best decision for themselves and their family
All about HR.
Before we dive into the app, it's important to understand how it plays into our approach to member experience. We've designed the implementation process to get employees onboarded easily so you can start reaping the benefits quickly.
Who leads the onboarding process?
Where will employees go?
Remember, employees can use the in-app messaging function to speak with our team of Benefits Advocates on benefits-related topics and challenges. Instead of questions adding up in your inbox, you can now direct them to our member support team.
What does the onboarding process look like?
What does this (really) mean for you and your employees?
Pre-launch checklist
We only need three documents to run this process on time. If one or more of the following items are unchecked, it risks delaying the implementation process.
Crunched for time? Much of this information can be pulled by the Nava team if we have access to your Ben Admin systems and plan materials.
- Nava has received all data required to upload employees to the app
- Current Benefits Guide
- Plan summary for each line of coverage
- Enrollment census including dependents (Nava will pull from ben admin)
• First and last name
• Social Security number
• Gender
• Date of birth
• Date of hire
• Plan elections
• Email
• Phone number* - HR has reviewed the onboarding landing page and understands member experience
- HR has sent the employee-facing onboarding materials to each employee (below)
All about employees.
Next up, we want to make sure your employees understand the value of Member Experience. We've pulled together resources that answer why should they download the app, previews what support and resources they can access, and what types of questions they can get answered.
Employee landing page
We’ve created this landing page which includes directions on how to download the app, screenshots of its core features, and frequently asked questions including an overview of the types of things they can access within the app and a list of the types of questions that can be answered.
Employee launch week.
The day is here! Your employees will be able to use the Nava Benefits App to see their elected plans, pull plan summaries, look up their member ID numbers, search benefits articles, and ask our Benefits Advocates questions via the chat function.
The best part? On launch day YOU will be able to direct employees to the app whenever they have complex benefits questions, need help with a carrier enrollment issue, or forgot their member ID card at the doctor’s office. That's another thing off your plate.
Launch resources
To maximize adoption and utilization, we're proposing a three-step employee communications plan that includes a launch email, in addition to either two SMS reminders or two email reminders (depending on availability of employee phone numbers). We've provided a preview of the copy in the drop-downs below. Please note that we ask that you send the kickoff email to employees.
HR launch email to employees
Hello Team,
Great news - we’re excited to announce that [company] employees now have access to the Nava Benefits App! With this app, you will now be able to:
- 💳 Access your member ID cards
- 🩺 View health plan details specific to your enrollments
- 🔍 Search for in-network providers
- 📲 Get help with bills and claims from an experienced Benefits Advocate
Be on the look out for download instructions coming your way through text or email in the coming days. If you’re excited to get started, you can also download it today on iOS or Android.
To learn more about how this app can help you better understand and use your benefits, click this link. If you have any issues downloading or accessing the app, please send an email to membersupport@navabenefits.com for assistance.
If you have any other questions, please reach out to me.
Thank you,
NAME
SMS download prompts for phone login
Hooray! <employer name> wants you to download the Nava Benefits App. Download for insurance IDs, carrier info & in-app support: https://navabenefits.app.link/s1
Notification #2: Reminder to download
Searching for insurance info? Need help with a medical bill? Download the Nava Benefits App, now available through <employer>: https://navabenefits.app.link/s1
Email download instructions for email login
[Subject] 📱Now available: The Nava Benefits App
[name],
Great news: <employer name> wants you to download the Nava Benefits App. Think of it as your trusty benefits sidekick that gives you easy access to member IDs, plan info, and in-app support from a team of Benefits Advocates: https://navabenefits.app.link/s1.
Quick tip: Once you download the app, be sure to sign in using this email address.
The Nava Benefits Team
--
Notification #2: Reminder to download
[Subject] Reminder: Access [employer]’s benefits
[name],
Quick reminder to download the Nava Benefits App, now available through <employer>: https://navabenefits.app.link/s1
Download and sign in using this email address to:
💳 Access your member ID cards
🩺 View health plan details specific to your enrollments
📲 Get help with bills and claims from an experienced Benefits Advocate
The Nava Benefits Team