The Strategic Client Liaison serves as the first point of contact (FPOC) for client escalations, feedback, and operational alignment, playing a critical role in bridging client needs with Rightway’s delivery capabilities. This individual ensures seamless coordination across stakeholders, drives issue resolution, and identifies opportunities to improve processes and member experience.

This role operates at the intersection of client operations, care navigation, and cross-functional execution, requiring a strong understanding of healthcare benefits and the ability to influence outcomes across multiple internal and external partners.

WHAT YOU’LL DO:

Act as the FPOC for escalations and issues, owning intake through resolution with a focus on timeliness, accuracy, and stakeholder satisfaction.
Conduct root cause analyses (RCA) on escalations to identify breakdowns, distinguish between systemic issues vs. individual performance gaps, and provide actionable recommendations (e.g., process improvements vs. coaching opportunities).
Serve as a liaison between Rightway and the Client, with visibility into both environments (read-only access to client systems when possible) to investigate, resolve, and communicate issues effectively.
Partner cross-functionally with Navigation Delivery, Client Success, Product, and others to drive resolution, remediation, and continuous improvement.
Collaborate with client stakeholders and third parties (e.g., brokers, TPAs, point solutions) to align workflows and ensure a cohesive, member-centric experience.
Identify and proactively mitigate friction points across the end-to-end member journey, recommending improvements to workflows, integrations, and handoffs.
Provide subject matter expertise (SME) on client-specific benefits, programs, and operational workflows to internal teams.
Support escalated and complex member requests, ensuring expedient, accurate resolution and clear communication to all parties involved.
Deliver insights and reporting on trends, recurring issues, and opportunities for operational enhancement.
Lead or support training and communication efforts for both internal teams and client stakeholders to improve navigation quality and consistency.
Maintain strict adherence to privacy, compliance, and security standards in alignment with Rightway and client requirements.
Operate effectively in an onsite client environment, balancing client expectations with Rightway standards and culture.

WHO YOU ARE:

Experienced benefits professional (employer-side or consulting/broker) or healthcare professional with a deep understanding of medical benefits and plan design.
Proven ability to analyze complex issues, perform root cause analysis, and drive systemic improvements.
Strong understanding of end-to-end healthcare navigation, benefits administration, and third- party ecosystem (TPAs, brokers, point solutions, etc.).
Exceptional communication and stakeholder management skills, with the ability to influence across organizations.
Highly organized with strong attention to detail and the ability to manage multiple priorities in a fast-paced environment.
Demonstrated ability to work cross-functionally and drive alignment across diverse teams.
Comfortable operating in a client-facing, onsite role, maintaining professionalism, discretion, and alignment with both client and Rightway expectations.
Service-oriented mindset with a track record of delivering high-quality member and client outcomes.
Strong problem-solving skills, with the ability to translate insights into actionable recommendations.
Familiarity with systems, data, and reporting tools used in healthcare navigation and benefits administration.
Knowledge of group insurance products, administrative processes, and leave programs preferred.

BASE SALARY: $60,000-75,000

CYBERSECURITY AWARENESS NOTICE

In response to ongoing and industry-wide fraudulent recruitment activities (i.e., job scams), Rightway wants to inform potential candidates that we will only contact them from the @rightwayhealthcare.com email domain. We will never ask for bank details or deposits of any kind as a condition of employment.

ABOUT RIGHTWAY:

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 $205mm from investors including Khosla Ventures, Thrive Capital, and Tiger Global. We’re headquartered in New York City, with satellite offices in Denver and Dallas. Our clients rely on us to transform the healthcare experience, improve outcomes for their teams, and decrease their healthcare costs.

HOW WE LIVE OUR VALUES TO OUR TEAMMATES:

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 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.

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