Strategic Client Liaison- Kwik Trip

Rightway•La Crosse, WI

4h•Onsite

About The Position

The Strategic Client Liaison serves as the first point of contact (FPOC) for client escalations, feedback, and operational alignment, playing a critical role in bridging client needs with Rightway’s delivery capabilities. This individual ensures seamless coordination across stakeholders, drives issue resolution, and identifies opportunities to improve processes and member experience. This role operates at the intersection of client operations, care navigation, and cross-functional execution, requiring a strong understanding of healthcare benefits and the ability to influence outcomes across multiple internal and external partners.

Requirements

Experienced benefits professional (employer-side or consulting/broker) or healthcare professional with a deep understanding of medical benefits and plan design.
Proven ability to analyze complex issues, perform root cause analysis, and drive systemic improvements.
Strong understanding of end-to-end healthcare navigation, benefits administration, and third- party ecosystem (TPAs, brokers, point solutions, etc.).
Exceptional communication and stakeholder management skills, with the ability to influence across organizations.
Highly organized with strong attention to detail and the ability to manage multiple priorities in a fast-paced environment.
Demonstrated ability to work cross-functionally and drive alignment across diverse teams.
Comfortable operating in a client-facing, onsite role, maintaining professionalism, discretion, and alignment with both client and Rightway expectations.
Service-oriented mindset with a track record of delivering high-quality member and client outcomes.
Strong problem-solving skills, with the ability to translate insights into actionable recommendations.
Familiarity with systems, data, and reporting tools used in healthcare navigation and benefits administration.

Nice To Haves

Knowledge of group insurance products, administrative processes, and leave programs preferred.

Responsibilities

Act as the FPOC for escalations and issues, owning intake through resolution with a focus on timeliness, accuracy, and stakeholder satisfaction.
Conduct root cause analyses (RCA) on escalations to identify breakdowns, distinguish between systemic issues vs. individual performance gaps, and provide actionable recommendations (e.g., process improvements vs. coaching opportunities).
Serve as a liaison between Rightway and the Client, with visibility into both environments (read-only access to client systems when possible) to investigate, resolve, and communicate issues effectively.
Partner cross-functionally with Navigation Delivery, Client Success, Product, and others to drive resolution, remediation, and continuous improvement.
Collaborate with client stakeholders and third parties (e.g., brokers, TPAs, point solutions) to align workflows and ensure a cohesive, member-centric experience.
Identify and proactively mitigate friction points across the end-to-end member journey, recommending improvements to workflows, integrations, and handoffs.
Provide subject matter expertise (SME) on client-specific benefits, programs, and operational workflows to internal teams.
Support escalated and complex member requests, ensuring expedient, accurate resolution and clear communication to all parties involved.
Deliver insights and reporting on trends, recurring issues, and opportunities for operational enhancement.
Lead or support training and communication efforts for both internal teams and client stakeholders to improve navigation quality and consistency.
Maintain strict adherence to privacy, compliance, and security standards in alignment with Rightway and client requirements.
Operate effectively in an onsite client environment, balancing client expectations with Rightway standards and culture.