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ABOUT THE ROLE:

As a Client Success Associate, you are the client's primary point of contact for day-to-day operational matters and are responsible for overseeing these tasks through resolution. The Client Associate acts as the liaison between clients and cross-functional internal teams, such as service delivery partners, eligibility coordinators, and benefits specialists. Excellent communication skills are required to ensure we understand our clients’ needs and can build long-lasting, mutually beneficial relationships with our key business stakeholders.

Client Success Associates will establish and maintain professional relationships with clients, which will include face-to-face/virtual meetings, effective written and telephonic communication, active listening, and comprehension skills. Additionally, Client Success Associates maintain high-level client service by executing accuracy, responsiveness, reliability, and professionalism in all interactions. Client Success Associates will demonstrate excellent client service through resourcefulness and a high level of initiative. Responsibilities will include managing the resolution status of routine to complex requests related to our clients' business requirements.

WHAT YOU’LL DO:

• Issue Tracking and Resolution – Engaging internal departments/tools and client resources, such as submitting data analytic tickets and analyzing prebuilt reporting dashboards, to resolve outstanding operational issues, while providing meaningful updates to the client.
• Driving Practical & Creative Solutions – Critically thinking about complex situations to find optimal outcomes.
• Engaging Appropriate Resources—Discuss information at varying degrees of complexity and at varying stages of progression, and engage internal or client resources that are best appropriate to drive issue resolution.
• Work Within Deadlines and Client Guarantees – Drive to resolution promptly and ensure all Client Performance Guarantees are met.

WHO YOU ARE:

• A bachelor's degree is required.
• A minimum of 3 years of work experience. Experience in healthcare is a plus.
• Excellent organizational and time management skills.
• Excellent written and verbal communication skills.
• Working knowledge of Excel and other Microsoft Office applications.
• Ability to analyze, interpret, and develop solutions effectively.
• Ability to work independently within a fast-paced environment with quick turnarounds.
• Strong attention to detail and follow-through.

COMPENSATION:

$64,000 - $80,000 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 TO OUR TEAMMATES:

We’re seeking those with passion for healthcare and relentless devotion to our goal. We need team members that embody our 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.
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.
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.
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.
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.

Rightway is proud to be an Equal Opportunity Employer that believes in the strength of diverse thought, beliefs, backgrounds, and education. We foster an inclusive culture where differences are celebrated to drive the best business decisions possible.