Customer Support Associate, Healthcare Navigation (LCSW or MSW)

| Greater NYC Area
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ABOUT RIGHTWAY

At Rightway we are committed to creating a diverse environment and are proud to be an equal opportunity employer. We hire for the best talent and actively seek diversity of thought processes, beliefs, background and education. Rightway fosters an inclusive culture where differences are celebrated to drive the best business decisions possible.

We are committed to equal opportunity and fairness regardless of race, color, religion, sex, gender identity, sexual orientation, nation of origin, ancestry, age, physical or mental disability, country of citizenship, medical condition, marital or domestic partner status, family status, family care status, military or veteran status or any other basis protected by local, state or federal laws.

Rightway Healthcare was founded in early 2017 by a team of dedicated healthcare, business and technology leaders. Rightway is a technology platform that provides employees and their families with the support, information and advocacy they need to be better healthcare consumers.

We combine a high-tech consumer portal with a high-touch dedicated concierge environment to provide consumers with the same level of support and guidance they would receive if they had a doctor in the family. We are focused on personalization, implementation, advocacy and results.

Rightway works with employers from 100 – 25,000 employees to provide an ecosystem of healthcare navigation for employees. We are committed to generating high member satisfaction scores, industry leading engagement and a quantifiable ROI for every employer. Our approach is rooted in analytics and guided by a bottom-up understanding of a population.

Rightway is privately financed, having raised over $130mm to date from investors such as Thrive Capital

The company is headquartered in New York City, with new offices in Hudson Yards. We also have remote offices in Miami, Denver and San Francisco.

About the Role:

The Rightway Health Guide serves as a trusted advisor and single point of contact to our members.  Health Guides are responsible for building a longitudinal trusted relationship with the members we serve in order to support them in their healthcare journey.  Health Guides seek to understand members’ needs, preferences and any social determinants to care or care compliance and support with education,  benefits and service options, support with finding the right care provider/care setting, care coordination,  billing advocacy, and overall healthcare related navigation support needs.  This role will be office based, not a remote position.

Responsibilities

  • Acts in the best interest of the member by being a health advocate and supporter in the member’s healthcare journey
  • Supports member with care planning by sourcing high quality care providers and educational materials relevant to the member’s needs and preferences
  • Educates members about their specific benefits, programs and services.  Ensures members understand their benefit options and financial responsibility regarding deductibles, coinsurance, and out of pocket maximum
  • Care coordination of needed physician visits, test, procedures, medication, and ancillary services
  • Care coordination and appointment scheduling
  • Assess for social determinants to health and resourcefully support members in resolving such barriers
  • Lifestyle coaching and management 
  • Responsible for maintaining high quality and timely service delivery standards.  
  • Strictest compliance of HIPAA guidelines

Skills and Qualifications

  • Holds an active LCSW license or a Master's Degree in Social Work
  • Customer-first orientation; high degree of empathy
  • Strong critical thinking and problem skills a must 
  • Demonstrated ability to work in a fast-paced, team based, dynamic environment
  • Excellent verbal and written communication skills a must
  • Computer literacy
  • Knowledge of healthcare (preferred)


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 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 to—and hear—each 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 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.

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 a healthcare company looking to improve healthcare outcomes for everyone, everywhere. With that in mind, we have to consider what is good for the health of our team, the company, and the communities we operate in. As such, Rightway has determined a mandatory COVID-19 vaccination policy for all employees, in combination with other safety precautions, is the best way forward.

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.

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Location

Rightway's prized location along the Silicon Alley corridor places it at the epicenter of New York City’s booming tech hub. Now a preferred site for top tech and internet companies, our neighborhood boasts some of the best food and entertainment in NYC. Not to mention its a commuter's paradise.

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