Manager, Navigation Service Delivery

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 $130mm from investors including Khosla Ventures, Thrive Capital, and Tiger Global at a valuation of $1 billion. We’re headquartered in New York City, with satellite offices in Miami and Denver. Our clients rely on us to transform the healthcare experience, improve outcomes for their teams, and decrease their healthcare costs.

ROLE

We’re looking for a Manager, Navigation Service Delivery to lead a team of Health Guides who help our members navigate their healthcare needs. You will be accountable for the day-to-day management of your member base, and lead/motivate your team of Health Guides to deliver timely, accurate, and high-touch concierge services to our members. Managers are responsible for handling escalations, driving quality, and supporting their teams who operate in an omnichannel contact center environment.

RESPONSIBILITIES

• Lead, motivate, coach, and mentor your team of Health Guides to deliver world-class concierge service (typically leads a team of 8-15 employees)
• Drive KPI Performance (SLA, Abandon Rates, Chat Response Times, TATs, etc.)
• Assign, review, and monitor employee workload to ensure timely and accurate completion of member requests 
• Perform daily, weekly and monthly reviews of performance analytics to drive member experience, identify process improvements, and otherwise manage the business
• Develop, update and maintain Standard Operating Procedures to support team and department
• Work in cross-functional teams to drive training, quality, workforce, and Product improvements 
• Serve as a subject matter expert for your member base for internal teams (CSM, Product, Sales, etc.)
• Conduct weekly coachings sessions, quality reviews, and performance evaluations 
• Interview, hire, and onboard new team members
• Handles escalations including conducting RCA and developing action plans to address opportunities
• Ensure compliance with policies, procedures, and regulations (HIPAA, etc.)
• Support new organization launches, refresher trainings, and account-specific training for organizations within your member base
• Support program growth and efficiency through participation in operational projects to drive efficiency including improvements in internal tools, IVR, reference materials, etc.

REQUIREMENTS

• 3+ years of contact center management experience
• Bachelor’s Degree in Management or Healthcare highly preferred
• Healthcare experience preferred but not required
• Strong coaching and mentoring skills with a passion for developing and growing your team
• High level of Emotional Intelligence (EQ)

• Coachable, focused on continued growth and development
• Ability to work a flexible schedule including evenings and weekends as needed
• Strong team building, collaboration, and motivational skills
• Ability to effectively influence and communicate to all levels of the organization, with excellent written and verbal communication skills
• Builder and self-starter who is willing to develop SOPs, drive system recommendations, address operational gaps, and continuously look for ways to improve the business and member experience
• Highly organized, with experience in project managing, creating roadmaps, and executing with accountability
• Ability to multi-task in a fast-paced environment
• An analytical background, with experience analyzing data (agent level performance, queue data, and overall business performance metrics) to identify gaps and actionable insights