PBM Client Success Associate

ABOUT THE ROLE

As a Client Success Associate, you provide operational team support behind the scenes of the client relationship, working through day-to-day account and service matters and owning those issues through resolution. The Client Success Associate acts as the liaison between the client-facing client success team and cross-functional internal teams, including but not limited to member support and pharmacy navigation. Excellent communication skills are required to understand our clients' needs and support long-lasting, mutually beneficial relationships with our key business stakeholders.

Client Success Associates support the client relationship through effective written and verbal correspondence, and strong listening and comprehension skills. Client Success Associates maintain a high level of client service by executing accuracy, responsiveness, reliability, and professionalism in every interaction, and demonstrate excellent service through resourcefulness and initiative. Responsibilities include managing the resolution status of routine to complex requests tied to our clients' business needs.

WHAT YOU’LL DO

• Case tracking and resolution — Engage internal departments, tools, and client resources, including submitting data analytics tickets and pulling and interpreting reporting dashboards, to drive outstanding issues from open to resolution while providing routine updates to the client success team. Utilize the Client Success Platform to track and complete assigned tasks.

• Driving practical and creative solutions — Think critically about complex situations to find the best outcome for clients and members.

• Engaging the right resources — Communicate information at varying levels of complexity and stages of progress, and bring in the internal resources best suited to drive issue resolution.

• Working within deadlines and client guarantees — Drive issues to resolution promptly and help ensure all client performance guarantees are met.

• Supporting the client success team — Provide operational and administrative support to client success, including prepping materials, tracking follow-up items, and maintaining ongoing documentation that keeps the client relationship running smoothly.

WHO YOU ARE

• A bachelor's degree is preferred.

• A minimum of two years of client success or healthcare/PBM experience is preferred, or any combination of education and experience that would provide an equivalent background.

• Experience and knowledge in healthcare, PBM, or benefits administration preferred.

• Excellent organizational and time management skills.

• Excellent verbal and written communication skills.

• Working knowledge of Excel and other Microsoft Office or Google Workspace applications preferred.

• Ability to analyze, interpret, and develop solutions effectively.

• Ability to work independently within a fast-paced environment with quick turnarounds.

• Minimal travel may be required.

COMPENSATION: $55,000 - $75,000 annually, in addition to bonus and equity

Compensation offered will be determined by geographic location, experience, and qualifications.

CYBERSECURITY AWARENESS NOTICE

In response to ongoing and industry-wide fraudulent recruitment activities (i.e., job scams), Rightway wants to inform potential candidates that we will only contact them from the @ email domain. We will never ask for bank details or deposits of any kind as a condition of employment.

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 201