Strategic Client Liaison- Kwik Trip

Rightway

Job Location:

La Crosse, WI - USA

Monthly Salary: $ 60000 - 75000

Posted on: 7 days ago

Vacancies: 1 Vacancy

Job Summary

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 Rightways 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 YOULL 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: $

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 @ 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 patients 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. Were 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:

Were 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 toand heareach 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 doesnt happen overnight. We reflect and learn from challenges and approach the future with a determination to strive for 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.

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 Rightways delivery...