ABOUT RIGHTWAY

Rightway is the leader in driving healthcare value for everyone, everywhere through smart clinical navigation, best-in-class technology, and the lightest lift client experience.

Rightway’s care navigation and new-to-the-world PBM platforms have revolutionized the way members traverse the confusing healthcare landscape. With us, employers can provide employees and their families with the education, navigation, and advocacy they need to be better healthcare consumers.   We simplify the healthcare journey and guide members to the highest quality care and medication, leading to better care and happier people at lower cost.

Started in 2017, Rightway is rapidly growing and has raised over $130mm to date from investors including Khosla Ventures, Thrive Capital, Tiger Global, and others. We are headquartered in New York City, with satellite offices in Miami and Denver. Empowered by a talented team of medical experts, pharmacists, entrepreneurs, tech experts, engineers, and strategists, we’re making our vision of radically simplifying healthcare, a reality.

ROLE

We’re looking for a Director of Member Experience who is motivated by our mission to unlock transformational healthcare outcomes.  To simplify the healthcare experience for employers and members, we have created a single digital platform across medical, pharmacy benefits & virtual care. You’ll develop Rightway’s cross-functional engagement framework across all touchpoints to create one cohesive experience that delivers the greatest value to Rightway’s members. Refine the member user journey to drive activity among members, encourage engagement at all levels of the customer base, and provide insights that inform product, marketing, and client success. 

WHAT YOU’LL DO:

Develop and grow Rightway’s member experience: 

• Oversee the design, implementation, and operations of programs that measure the end-to-end experience for Rightway clients and members. Identify actionable insights, and create programs based on those insights.
• Define, develop, and map member lifecycle and user journeys for Rightway’s members. 
• Utilize data and results to optimize engagement based on client and member profiles.
• Build empathy for the member by telling stories with data, anecdotes, and quotes: thread together multiple sources of customer feedback, both quantitative and qualitative, to tell a cohesive story about Rightway, it’s value, and why members should use it. 
• Lead member education and processes to incorporate it into the member journey.
• Act as “player and coach” by strategizing and doing as the team is developed. 

Manage member experience programs:

• Oversee program operations for customer experience measurement initiatives, including operating existing programs, designing and launching new touchpoints, improving closed loop/feedback processes.
• Extensively measure, document, and refine metrics to inform cross-channel strategies that continuously improve the member experience. 
• Balance the demand for design and launch of new touchpoints with running existing programs; identify areas for continuous improvement.
• Liaise with the Navigation ops team to link clinical and non-clinical engagement and automated vs personalized outreach. 
• Interface with sales/customer success to ensure that engagement programs measure the right touchpoints, and provide strategically valuable insights.
• Standardization & configurability of the member experience for client specific needs, evaluating the investment made into delivery of client-specific asks.

Bring a member-first mindset & your CX capabilities: 

• Serve as a member expert using surveys, customer observations, behavioral, and sentiment data analyses to drive insights.
• Cultivate customer-centric practices across Rightway: based on your domain knowledge/skills instrumenting CX in other organizations and/or industries, and ongoing awareness of new CX practices, you will be seen as the in-house expert on the evolving customer expectations and have a strong voice to advocate for CX innovation internally.

WHO YOU ARE:

• 10-12 years of experience, with at least 3 years of experience building and scaling CX functions 
• You have a positive and contagious enthusiasm for up-leveling and simplifying the healthcare experience and bring that to the CX function.
• You are a builder with big ideas - someone with a growth mindset who is passionate about delivering a best-in-class product to members. You have a demonstrable competency in strategic planning and business development.
• You have a working knowledge of data analysis and performance/operations metrics and are comfortable using data and analytics software. You know how to use data to inform decisions and to achieve business objectives and can make persuasive arguments to influence senior leadership at internal and external partners.
• Understanding of customer lifecycle journeys and customer communication channels. 
• Good understanding and passion for healthcare technology. 
• Ability to prioritize between tight deadlines and longer, strategic goals and objectives. 
• Strategic thinker who can dive into multiple verticals across the organization to create a comprehensive, cross-functional member experience. 
• A true collaborator who acts with grace, humility, inclusiveness and open-mindedness.
• Healthcare experience preferred 

HOW WE LIVE OUR VALUES:

We’re seeking those with passion for healthcare and relentless devotion to our goal. We need team members who will:

• Paint the back of the fence

We look for people that take pride in producing excellent work – whether or not it’s seen. We empower each employee to operate with an “ownership” mentality and trust that they will produce exceptional results.  

• Execute with empathy 

We practice compassionate empathy in every interaction. Our team is focused on humanizing the healthcare experience and treats our workplace no differently.

• Struggle once to solve twice 

We value ingenuity. We encourage our team to think about scalable solutions that will allow Rightway to execute well today and even better tomorrow.

• Compound your pennies 

We recognize that small decisions can drive outsized returns. We love when our team makes impactful, incremental advances, especially if they believe it will drive a million-dollar return.

• It’s a great day for a great day 

We remind ourselves each and every day that we’re fortunate to be changing the healthcare system for the better. We view it as a duty to perform our roles with unbounded optimism and best-in-class execution, given how lucky we are.

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.