People Matter

Customer Support Associate, Healthcare Navigation



Customer Service
Denver, CO, USA
Posted on Tuesday, July 9, 2024

This role is located in our Denver Tech Center Office. This is not a remote position.


We’re looking for a Health Guide who is motivated by our mission to unlock transformational healthcare outcomes. To simplify the healthcare experience for employers and members, we have created a single digital platform across medical, pharmacy benefits & virtual care.

As a Health Guide you play a vitally important role in supporting our members with all their healthcare related questions and needs. Navigating healthcare is oftentimes complex, confusing and down right frustrating. At Rightway, our goal is to change that experience for the members we serve by providing them with a “go-to” expert resource to support them every step of the way throughout their healthcare journey.

Our Navigation Operations is a fast-paced, dynamic, and a growing environment. We are looking for individuals who are passionate about concierge service delivery and changing the healthcare experience for consumers. This role will be office based, not a remote position.


  • Healthcare navigation concierge service delivery via phone, chat, text, and email.
  • Sources high-quality care providers based on a member’s needs and preferences
  • Answers benefit questions; ensures members understand their options and shared financial responsibility, e.g. deductibles, coinsurance, and out of pocket maximum
  • Supports members with healthcare billing questions and issue resolution
  • Supports members with care coordination, such as schedules doctors’ appointments and arranging other ancillary support services.


  • Strong organizational skills
  • Customer-centric orientation
  • Strong verbal and written communication skills
  • A high degree of empathy
  • Strong critical thinking and problem solving skills
  • Comfortable with continuous process improvement and change as Rightway is growing and evolving
  • Computer literacy
  • College degree preferred

Expected hourly rate $19-$23/HR


Rightway is on a mission to harmonize healthcare for everyone, everywhere. Our products guide patients to the best care and medications by inserting clinicians and pharmacists into a patient’s care journey through a modern, mobile app. Rightway is a front door to healthcare, giving patients the tools they need along with on-demand access to Rightway health guides, human experts that answer their questions and manage the frustrating parts of healthcare for them.

Since its founding in 2017, Rightway has raised over $130mm from investors including Khosla Ventures, Thrive Capital, and Tiger Global at a valuation of $1 billion. We’re headquartered in New York City, with satellite offices in Miami and Denver. Our clients rely on us to transform the healthcare experience, improve outcomes for their teams, and decrease their healthcare costs.


We’re seeking those with passion for healthcare and relentless devotion to our goal. We need team members that embody our following core values:

1) We are human, first
Our humanity binds us together. We bring the same empathetic approach to every individual we engage with, whether it be our members, our clients, or each other. We are all worthy of respect and understanding and we engage in our interactions with care and intention. We honor our stories. We listen to—and hear—each other, we celebrate our differences and similarities, we are present for each other, and we strive for mutual understanding.

2) We redefine what is possible
We always look beyond the obstacles in front of us to imagine new solutions. We approach our work with inspiration from other industries, other leaders, and other challenges. We use ingenuity and resourcefulness when faced with tough problems.

3) We debate then commit
We believe that a spirit of open discourse is part of a healthy culture. We understand and appreciate different perspectives and we challenge our assumptions. When working toward a decision or a new solution, we actively listen to one another, approach it with a “yes, and” mentality, and assume positive intent. Once a decision is made, we align and champion it as one team.

4) We cultivate grit
Changing healthcare doesn’t happen overnight. We reflect and learn from challenges and approach the future with a determination to strive for better. In the face of daunting situations, we value persistence. We embrace failure as a stepping stone to future success. On this journey, we seek to act with guts, resilience, initiative, and tenacity.

5) We seek to delight
Healthcare is complicated and personal. We work tirelessly to meet the goals of our clients while also delivering the best experience to our members. We recognize that no matter the role or team, we each play a crucial part in our members’ care and take that responsibility seriously. When faced with an obstacle, we are kind, respectful, and solution-oriented in our approach. We hold ourselves accountable to our clients and our members’ success.

Rightway is a healthcare company looking to improve healthcare outcomes for everyone, everywhere. With that in mind, we have to consider what is good for the health of our team, the company, and the communities we operate in. As such, Rightway has determined a mandatory COVID-19 vaccination policy for all employees, in combination with other safety precautions, is the best way forward.

Rightway is PROUDLY an Equal Opportunity Employer that believes in ‘strength in the diversity of thought processes, beliefs, background and education’ and fosters an inclusive culture where differences are celebrated to drive the best business decisions possible. We do not discriminate on any basis covered by appropriate law. All employment is decided on the consideration of merit, qualifications, need and performance.