Strategic Client Liaison- Kwik Trip

About the role

This is an in-office position 5 days a week located in the Kwik Trip Headquarters.

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.

COMPENSATION

$60,000 - $75,000 annually, in addition to bonus and equity. Compensation offered will be determined by geographic location, experience, and qualifications.

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 $200mm 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

• 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 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. We debate then commit.
• 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.

Rightway is an Equal Opportunity Employer

We foster an inclusive culture where differences are celebrated to drive the best business decisions possible. We do not discriminate on any basis protected by applicable law. All employment decisions are based on merit, qualifications, need, and performance.