Strategic Client Liaison

Responsibilities

• Act as the first point of contact for client escalations and issues, managing intake through resolution
• Conduct root cause analyses on escalations to identify systemic issues versus individual performance gaps
• Serve as a liaison between Rightway and the client to investigate and communicate issues effectively
• Partner cross-functionally with Navigation Delivery, Client Success, and Product teams to drive remediation
• Collaborate with brokers, TPAs, and third parties to align workflows and ensure a member-centric experience
• Identify and mitigate friction points across the end-to-end member journey
• Provide subject matter expertise on client-specific benefits and operational workflows
• Deliver insights and reporting on trends and opportunities for operational enhancement
• Maintain strict adherence to privacy, compliance, and security standards

Requirements

• Experience as a benefits professional (employer-side or consulting/broker) or healthcare professional
• Deep understanding of medical benefits and plan design
• Proven ability to perform root cause analysis and drive systemic improvements
• Strong understanding of healthcare navigation, benefits administration, and the third-party ecosystem
• Exceptional communication and stakeholder management skills
• Ability to work in an onsite client environment in La Crosse, Wisconsin
• Highly organized with strong attention to detail

Preferred Qualifications

• Knowledge of group insurance products and administrative processes
• Familiarity with leave programs
• Experience with data and reporting tools used in healthcare navigation

About the Company

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.