WE OFFER:
- Health and Dental Benefits
- RRSP Match Program
- Bonus
- Hybrid Work Environment
- Paid Vacation Time
- Sick Days
- Additional PTO available
POSITION OVERVIEW
The Implementation Specialist, TPA Services is a hybrid role that combines third-party administrator (TPA) implementation management with ongoing group benefits client service and Benefits Consultant support responsibilities. Approximately 50% of the role is dedicated to coordinating new TPA client implementations, carrier transitions, employee education initiatives, and implementation-related projects. The remaining 50% focuses on supporting Benefits Consultants through ongoing client servicing activities, including member support, claims and administrative inquiries, renewal support, reporting, and day-to-day account management.
Acting as a key liaison between clients, carriers, TPAs, plan members, and internal stakeholders, the
Implementation Specialist helps ensure the successful onboarding of new TPA clients while maintaining a high level of service and support for existing group benefits clients. The role plays an integral part in supporting the growth of the organization’s TPA offering while continuing to deliver exceptional client and member experiences.
RESPONSIBILITIES:
TPA Implementation & Transition Management (Approximately 50%)
- Lead and coordinate the implementation of new TPA clients, ensuring successful onboarding, plan configuration, testing, training, and launch activities.
- Manage carrier transitions and benefit plan migrations, coordinating with clients, carriers, TPAs, and internal stakeholders to ensure seamless conversion and implementation.
- Review and validate benefit plan configurations, including rates, plan designs, eligibility requirements, coverage provisions, and administrative processes to ensure accuracy and alignment with contractual specifications.
- Develop employee communication materials, enrollment guides, FAQs, benefit summaries, and educational resources to support benefit plan implementations and ongoing plan awareness.
- Create and deliver employee education sessions and benefit presentations to explain plan features, coverage options, enrollment procedures, claims processes, and available support resources.
- Monitor implementation timelines, project milestones, and deliverables, proactively identifying risks and coordinating solutions to ensure successful project outcomes.
- Conduct quality assurance reviews of benefit setups, administrative processes, and system configurations to ensure data integrity and a positive member experience.
- Act as a Subject Matter Expert (SME) on TPA services, implementation processes, and benefit administration, supporting internal teams and clients with technical expertise and guidance.
- Support business development initiatives by participating in prospect meetings, implementation discussions, finalist presentations, and sales training activities.
- Work collaboratively with carriers, TPAs, consultants, and internal stakeholders to resolve implementation issues, service concerns, and administrative discrepancies.
Benefits Consultant Support & Client Service (Approximately 50%)
- Provide day-to-day support to Benefits Consultants in the servicing and management of group benefits clients.
- Assist plan members and plan administrators by responding to inquiries regarding benefit plans, claims administration, eligibility, products, services, coverage, and policies.
- Manage the customer support mailbox and ensure timely responses to member and client inquiries.
- Resolve customer complaints and complex member escalations professionally and efficiently, collaborating with carriers and service providers as required.
- Maintain accurate customer records, implementation documentation, and account information within CRM and administrative systems.
- Prepare renewal documentation, claims experience reports, marketing analyses, and other client-facing reporting materials.
- Provide information to clients and plan members concerning benefits coverage, administrative procedures, carrier services, rates, policies, and plan provisions.
- Maintain strong working relationships with carriers, TPAs, clients, plan administrators, and internal stakeholders.
- Maintain a thorough knowledge of carrier products, services, industry trends, legislative changes, and group benefits administration practices.
- Identify opportunities to improve client service delivery, administrative efficiency, and the overall client and member experience.
Requirements:
Education & Experience Requirements
- Post-secondary education in Business, Human Resources, Insurance, or a related field preferred.
- Minimum 3–5 years of experience in group benefits administration, implementation, account management, or TPA services.
- Experience coordinating benefit plan implementations, carrier transitions, or plan migrations is considered a strong asset.
- Working knowledge of group insurance products, carrier administration processes, plan design, eligibility, claims administration, and client service practices.
Skills & Competencies
- Strong project coordination, time management, and organizational skills.
- Exceptional customer service and relationship management abilities.
- Excellent verbal, written, and presentation skills, including the ability to facilitate employee education sessions.
- Strong problem-solving skills with the ability to manage escalations tactfully and professionally.
- High attention to detail and commitment to data accuracy.
- Ability to manage multiple priorities, timelines, and stakeholders simultaneously.
- Proficiency in Microsoft Office Suite, including Excel, Word, PowerPoint, Outlook, and Teams.
- Experience with Applied Epic or similar CRM and benefits administration systems is an asset.
Success Measures
- Successful and timely completion of TPA implementations, carrier transitions, and plan setup
activities.
- Accurate benefit plan configurations and administrative processes.
- Positive client, member, carrier, TPA, and internal stakeholder experience.
- Responsive and effective resolution of member and client inquiries and escalations.
- Strong support to Benefits Consultants through reporting, renewals, service coordination, and day-to-day account support.
- Contribution to improved workflows, stronger service delivery, and continued growth of the TPA services offering.
Navacord is actively committed to supporting diversity, equity, and inclusion. We serve and recognize and respect human differences and similarities. We value the diversity of people and actively encourage women, indigenous peoples, members of visible minorities, people with disabilities, and lesbian, gay, bisexual, transgender, and queer (LGBTQ2+) persons to apply.
