Rightway
Healthcare
StrategicClientLiaison
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Strategic Client Liaison at Rightway. Skills: Client escalations, Issue resolution, Healthcare benefits. Serve as FPOC for escalations and issues. Own intake through resolution”
What You'll Achieve.
Drive issue resolution; Improve processes; Improve member experience; Ensure seamless coordination; Ensure cohesive member-centric experience; Deliver high-quality outcomes
Industry & Context.
Root cause analysis; Problem-solving
In office 5 days a week
What They're Looking For.
Must Have
5 days a week in office, Experienced benefits professional or healthcare professional, Deep understanding of medical benefits and plan design, Ability to analyze complex issues, Perform root cause analysis, Drive systemic improvements, Understanding of healthcare navigation, Understanding of benefits administration, Understanding of third-party ecosystem, Exceptional communication skills, Exceptional stakeholder management skills, Ability to influence across organizations, Highly organized, Attention to detail, Manage multiple priorities, Work cross-functionally, Drive alignment across diverse teams, Comfortable operating in client-facing, onsite role, Maintain professionalism, Maintain discretion, Alignment with client expectations, Alignment with Rightway expectations, Service-oriented mindset, Track record of delivering high-quality outcomes, Problem-solving skills, Translate insights into actionable recommendations, Familiarity with systems in healthcare navigation, Familiarity with data in healthcare navigation, Familiarity with reporting tools in healthcare navigation, Familiarity with systems in benefits administration, Familiarity with data in benefits administration, Familiarity with reporting tools in benefits administration
Nice to Have
Knowledge of group insurance products, Knowledge of administrative processes, Knowledge of leave programs
What You'll Do.
Serve as FPOC for escalations and issues
Own intake through resolution
Focus on stakeholder satisfaction
Conduct root cause analyses on escalations
Distinguish systemic issues
Distinguish individual performance gaps
Provide actionable recommendations
Serve as liaison between Rightway and Client
Communicate issues effectively
Partner cross-functionally with Navigation Delivery
Partner cross-functionally with Client Success
Partner cross-functionally with Product
Drive continuous improvement
Collaborate with client stakeholders
Collaborate with third parties
Ensure cohesive member-centric experience
Identify friction points
Proactively mitigate friction points
Recommend workflow improvements
Recommend integration improvements
Recommend handoff improvements
Provide SME on client-specific benefits
Provide SME on client programs
Provide SME on operational workflows
Support escalated member requests
Support complex member requests
Ensure expedient resolution
Ensure accurate resolution
Ensure clear communication to all parties
Deliver insights on trends
Deliver insights on recurring issues
Deliver insights on opportunities for operational enhancement
Lead training efforts for internal teams
Support training efforts for internal teams
Lead communication efforts for internal teams
Support communication efforts for internal teams
Lead training efforts for client stakeholders
Support training efforts for client stakeholders
Lead communication efforts for client stakeholders
Support communication efforts for client stakeholders
Improve navigation quality
Improve navigation consistency
Maintain adherence to privacy standards
Maintain adherence to compliance standards
Maintain adherence to security standards
Operate effectively in onsite client environment
Balance client expectations
Balance Rightway standards
Balance Rightway culture
How You'll Work.
Team & Collaboration
Cross-functional teams; Client stakeholders; Third parties; Internal teams; Client teams
Communication Scope
Stakeholder communication; Client communication; Internal communication
Full Job Description
This is an in office position 5 days a week located in the Kwik Trip Headquarters. ABOUT THE ROLE: 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,
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