Director of Healthcare Navigation Contact Center, Rightway
$130-150k
Personalized healthcare platform for employees
Job no longer available
Personalized healthcare platform for employees
501-1000 employees
Job no longer available
$130-150k
501-1000 employees
Company mission
To simplify the healtcare experience.
Role
Who you are
- The ideal candidate is a strategic, employee-centric, and transformational operator: someone who thrives in ambiguity, scales teams and systems thoughtfully, and leads with empathy, accountability, and operational discipline
- 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
What the job involves
- The Director, Navigation Service Delivery is a senior operational leader accountable for scaling and continuously improving Rightway’s Care Navigation delivery team
- This role is responsible for the end-to-end operational performance of the Navigation contact center, ensuring exceptional member and client outcomes, strong employee engagement, and disciplined operational execution as the business continues to grow rapidly
- This leader will build and mature a high-performing leadership team, establish operational rigor and repeatability, and partner cross-functionally across Clinical, Product, Client Success, Analytics, Finance, and Commercial teams
- The Director will also serve as a client-facing operational executive, representing Care Navigation performance, risks, and improvement plans with clarity and credibility
- 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
- 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
- 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
- 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
- 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
Our take
Modern healthcare ecosystems are fragmented, so patients have to organize multiple services to get the care they need. This can be complex, time-consuming and expensive, which is why Rightway provides a unified healthcare organizational system to manage employee healthcare benefits better.
The company’s aim is to simplify access to healthcare, whilst also saving users money through price comparison services. Examples of its offerings are a pharmacy services platform that enables employees to access medication via a smartphone app, and the Advocate platform that helps to close care gaps.
The startup serves companies of all sizes, from small businesses to enterprises like Burger King, Popeyes and RBI. It has hundreds of thousands of users across the US, and has raised considerable funding which will enable it to further develop its platform and strengthen its foothold among employers, health plans, third-party administrators and other potential clients.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
14% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Mar 2024
$108.8m
LATE VC
Mar 2021
$100m
SERIES C
Total funding: $240.8m
Company benefits
- Competitive compensation
- Health Savings Account
- External learning and career development panels
- Hybrid in-office culture and commuter benefits at our NYC HQ
- Full medical, dental, and vision insurance
- 401K
Company HQ
West Village, New York, NY
Leadership
Jordan Feldman
(Co-Founder & CEO)Studied Government and Economics at Harvard before working in investment at Goldman Sachs and Redbird.
Theodore Feldman
(Co-Founder & Chief Medical Officer)Also Chief Medical Officer at Cadence. They studied Medicine at Harvard University and the Albert Einstein College of Medicine. Worked as Medical Director at South Miami Heart Centre and the Head of Cariology at FIU Wertheim College.
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