About The Role
Rightway Care Navigation helps members confidently navigate the healthcare system by combining human advocacy, clinical expertise, and technology to deliver personalized, end-to-end support. Our Care Navigation teams guide members through complex medical decisions, benefits understanding, provider selection, care coordination, and cost transparency—driving better health outcomes, lower costs, and a simpler healthcare experience.
What You’ll Do
- Operational Leadership & Scale: Own and scale the day-to-day Care Navigation service delivery operation, ensuring reliable performance, quality, and compliance in a rapidly growing environment.
- Translate Care Navigation and enterprise strategy into clear operational plans, metrics, and execution roadmaps.
- Establish and evolve operational structures, governance, and operating rhythms that drive accountability, clarity, and sustainable execution.
- Own financial and operational efficiency for Care Navigation by driving cost containment, productivity optimization, and disciplined resource allocation to consistently achieve budgetary goals while maintaining high-quality member and client outcomes.
- Leverage forecasting, capacity planning, and efficiency metrics to balance growth, service levels, and cost to serve.
- Provide executive oversight of omni-channel Care Navigation operations (phone, chat, digital, outbound), including ownership of call center performance metrics such as service levels, productivity, quality, utilization, and member experience KPIs, ensuring scalable, data-driven management as volumes and complexity grow.
People Leadership & Talent Development
- Build, coach, and develop a high-performing leadership team with a strong focus on growing current and next-generation leaders.
- Mentor, challenge, and empower leaders by creating a feedback-rich, psychologically safe environment that encourages thoughtful risk-taking, learning through failure, and continuous growth.
- Invest deeply in leadership development by providing clarity, coaching, and accountability while giving leaders the autonomy and trust to stretch beyond their comfort zones.
- Partner with Human Resources on workforce planning, recruiting, onboarding, retention, performance management, and employee relations.
- Cultivate a culture of accountability, ownership, compassion, and continuous improvement across the Care Navigation organization.
Client & Cross-Functional Partnership
- Serve as a client-facing operational leader, partnering with Client Success to address delivery performance, risks, and remediation plans.
- Collaborate closely with Product, Clinical, Finance, Analytics, and Technology teams to improve workflows, tools, and member experience.
- Act as the Voice of Operations and Voice of the Customer, using data and insight to influence product roadmaps, operational investments, and service design.
Performance Management & Analytics
- Define, monitor, and act on key operational KPIs to identify trends, risks, and opportunities for improvement.
- Leverage root cause analysis and customer insight to drive meaningful, sustainable operational change.
- Advance member experience outcomes, including NPS and CSAT, through targeted interventions and continuous improvement efforts.
- Partner closely with Product and Technology teams to ensure operational systems, tools, and workflows are continuously optimized and modernized to support scale, efficiency, and adaptability in a rapidly evolving environment.
- Advocate for solutions that reduce manual work, improve data visibility, and drive measurable gains in operational efficiency and member experience.
Process Excellence & Compliance
- Ensure process effectiveness through well-defined standard operating procedures, training programs, and quality frameworks.
- Drive continuous process improvement to enhance outcomes, minimize friction, and lower the cost to serve.
- Ensure full compliance with healthcare regulations, including HIPAA, and internal policies across all operational functions.
- Stay current on industry trends, emerging technologies, and best practices to inform operational evolution and continuous improvement.
Who You Are
- A seasoned operational leader with demonstrated success scaling complex, people-intensive service organizations.
- Proven ability to build high-performing teams and develop leaders at multiple levels.
- Strategic yet execution-oriented, able to translate vision into disciplined operational delivery.
- Deeply employee-centric, with high emotional intelligence and a track record of building engaged, accountable teams.
- Comfortable operating in ambiguous, fast-changing environments while bringing structure and clarity where needed.
- Strong business acumen with the ability to influence cross-functional partners and senior stakeholders.
- Data-driven, analytical, and decisive, with a bias toward action and continuous improvement.
- Confident and credible in client-facing settings, particularly around performance, risk, and outcomes.
- Bachelor’s degree required; advanced degree preferred.
- 7+ years of progressive operational leadership experience, including managing managers.
- Healthcare, healthcare advocacy, care navigation, or related experience strongly preferred.
- Extensive experience leading and scaling multi-channel service delivery or contact center operations, preferably in healthcare or a regulated environment.
- Demonstrated success managing geographically distributed and remote teams.
- Strong performance management, forecasting, and capacity planning experience.
- Experience building, revamping, or scaling operations during periods of rapid growth.
- Proven ability to lead transformation while maintaining service stability.
- Excellent written and verbal communication skills.
SALARY
$130,000-$150,000/yr. Offer amounts for both remote and in office roles are influenced by geographic location.
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