Rightway

Support Engineer

• Managing and resolving IT service desk tickets in a timely and efficient manner.
• Diagnosing and troubleshooting hardware and software issues.
• Updating and tracking incidents through the ticketing system and maintaining proper documentation of all support requests.
• Escalating complex issues to relevant teams and maintaining communication with end-users throughout the resolution process.
• Contributing to improving service desk processes and knowledge base resources.
• Provide end-user support for macOS devices (iMacs, MacBooks) for remote users and for high-demand, call center environments in Denver and Dallas.
• Diagnose, troubleshoot, and resolve issues related to wireless network connectivity, Mac-specific hardware/software, and common cloud/SaaS systems (Okta, Jamf, Google Workspace, Jira).
• Respond to service requests with professionalism, empathy, and composure, particularly for stressed or escalated users.
• Maintain timely and accurate documentation of issues, solutions, and root causes.
• Educate users on best practices, security, and efficient use of Mac hardware and applications.
• Escalate complex issues to appropriate teams while ensuring clear, consistent user updates.
• Support onboarding/offboarding processes, including provisioning via Jamf and access/user account setup in Okta and Google Workspace.
• Collaborate with IT, HR, and call center leadership to continuously improve technical and operational processes and knowledge resources.

IT Support Engineer

Implementation Specialist

• Support Rightway’s PBM client implementations and independently lead smaller implementations for partnership groups (100–500 lives).
• Serve as the primary point of contact during implementations, quarterback deliverables, and run regular client meetings.
• Lead client partnership, TPA, and small employer group implementations; gather and document requirements with clients, consultants/brokers, and data partners.
• Manage multiple concurrent onboardings using Rightway’s implementation framework and tools.
• Coordinate operational and technology readiness activities and ensure stakeholder sign-off prior to launch.
• Monitor launch activity to identify issues and develop rapid response and remediation plans.
• Partner with Member Marketing to design and execute member communication and engagement strategies.
• Assist Implementation Managers with planning and executing complex implementations and maintain project plans, trackers, risk logs, and meeting notes.
• Collect and organize client requirements and vendor data for larger implementations.
• Identify project risks and mitigation strategies; ensure contractual, regulatory, and privacy requirements are met.
• Support development and maintenance of standard operating procedures and onboarding assets; collaborate with cross-functional teams to resolve issues and optimize methodology.

Client Implementation Associate, PBM

Customer Success Manager

• Issue Tracking and Resolution – Engaging internal departments/tools and client resources, such as submitting data analytic tickets, pulling, and manipulating prebuilt reporting dashboards, to work on outstanding issues from start to resolution while providing routine updates to the client.
• Driving Practical & Creative Solutions – Critically thinking about complex situations to find optimal outcomes.
• Engaging Appropriate Resources—Discuss information at varying degrees of complexity and at varying stages of progression, and engage internal or client resources that are best appropriate to drive issue resolution.
• Work Within Deadlines and Client Guarantees – Drive to resolution promptly and ensure all Client Performance Guarantees are met.

PBM Client Success Associate

• Lead a team of high-performing Client Success Managers and Associates within PBM
• Evolve the current client segmentation and service model for a scaling PBM organization and manage team capacity and staffing
• Drive and operationalize client renewal, growth (upsell/cross-sell), and retention strategies specific to PBM services
• Build process playbooks, tools, and templates to ensure consistency and scalability of team execution in PBM
• Partner cross-functionally to introduce new processes that optimize internal resources, improve PBM service quality, and enable higher volume output
• Lead strategic PBM account planning, with involvement from key stakeholders across the organization, and ensure actionable and timely execution on plans
• Drive team accountability in meeting PBM client deadlines and delivering on key initiatives, such as churn mitigation and member activation
• Build long-term strategic client partnerships focused on driving significant ROI that result in expanded relationships over time
• Deepen PBM client feedback and data-gathering and develop strategies to address gap areas
• Collaborate with Marketing, Service Delivery, Ops, Product, Analytics, etc. on strategic initiatives and PBM client requests, including influencing roadmap for PBM-specific customizations
• Optimize the client relationship handoff process from Implementation to CS within PBM
• Manage all facets of CS team member onboarding, training, and growth/development specific to PBM services
• Oversee executive-level PBM client relationships and facilitate involvement of Rightway’s executive sponsors in key accounts
• Drive annual planning process for CS team, including developing PBM-specific goal and KPI targets
• Travel to important PBM client meetings (e.g., kickoffs) and broker/TPA meetings, support finalist and capabilities as relevant

Director Client Success, PBM

Recruitment

• Position Overview: We are seeking a results-driven, detail-oriented Senior Contract Recruiter to lead full-cycle recruiting for high-volume clinical and member support roles. This role will partner closely with other recruiters, HR, and IT teams to ensure smooth, fast, and effective hiring processes. The ideal candidate is process-focused, data-savvy, and thrives in a fast-paced, startup environment.
• Key Responsibilities: Manage full-cycle recruitment for high-volume pharmacy and member support roles, from intake to offer acceptance. Collaborate with fellow recruiters, People team, and IT to ensure alignment and seamless onboarding. Maintain an organized, efficient recruiting process, with exceptional attention to detail and a tight focus on metrics to monitor progress toward goals. Partner with hiring managers to understand role requirements, build candidate profiles, and set interview strategies. Manage candidate pipelines, ensuring an excellent candidate experience throughout the process.
• Qualifications: 6+ years of full-cycle recruiting experience, including at least 3 years in a startup environment. Prove... (truncated in feed)

Contact Senior Recruiter

Product Manager

• Location: Remote (EST/CST preferred), NYC area encouraged
• Senior Product Manager to own the development of Rightway’s data and implementation tools—critical products that power our healthcare data ecosystem, streamline customer onboarding, and unlock actionable insights for clients and internal teams.
• In this role, you will lead a small, dedicated team (Data Operations Manager and Project Manager) and partner closely with engineering, analytics, security, and client-facing stakeholders. You will set the vision, roadmap, and delivery plan for both internal and external-facing data products, ensuring they are scalable, reliable, and built to deliver measurable value.
• 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 their care journey through a modern, mobile app.
• What You’ll Do: Product Strategy & Vision — Own the roadmap for Rightway’s data and implementation products, balancing strategic investments with quick wins. Execution & Delivery — Translate business requirements into detailed user stories, acceptance criteria, and data mapping specifications. Cross-Functional Collaboration — Partner with data engineers, analysts, and IT/security to design secure, scalable data pipelines and integration workflows.
• What Success Looks Like — Reduced time-to-value for new client onboarding, measurable improvements in data quality and pipeline reliability, increased automation, high adoption of internal tools by cross-functional teams.
• Salary: $150,000 - $190,000 per year.

Senior Product Manager - Data and Implementation Tools

Manager

• Manage the daily operations of the service desk team, ensuring timely and professional resolution of all support requests.
• Lead a service desk supporting 1,000 users in a fast-paced, high growth environment.
• Implement, configure, and optimize AI-enabled service desk/ticketing software to streamline workflows, optimize user up-time, and improve service desk satisfaction.
• Monitor, track, and report on service desk KPIs and SLAs, ensuring targets are met and service quality remains high.
• Develop and maintain ITIL-aligned processes for incident, request, problem, and change management.
• Provide leadership, coaching, and performance feedback to service desk staff, fostering a culture of high performance and excellent customer service.
• Collaborate with systems administration and security teams to ensure efficient escalation and resolution of complex issues.
• Maintain strong relationships with internal stakeholders, ensuring communication and expectations are managed effectively.
• Perform basic hands-on IT troubleshooting in a macOS environment as needed to cover staff absences or address high-priority tickets.
• Identify trends in support issues and recommend proactive solutions and user education initiatives.
• Drive continuous improvement in processes, tools, documentation, and user communications.

• 7+ years of IT support experience, including 3+ years in a service desk leadership or management role.
• Proven experience managing a service desk for 2,000 or more users in a high growth environment.
• Strong working knowledge of ITIL principles and best practices; ITIL Foundation certification or similar certification is strongly preferred.
• Directed Service Desk operations, confidently managing stakeholder relationships, expectations, and ensuring adherence to SLAs while fostering accountability and high performance.
• Demonstrated ability to track, analyze, and report on service desk SLAs and KPIs.
• Skilled at managing escalated issues and high-pressure situations with professionalism and empathy.
• Ability to perform basic technical troubleshooting for hardware, software, networking, and account access issues.
• Excellent people management skills with a focus on coaching, team development, and service excellence.

IT Service Desk Manager

Customer Support

• THE ROLE: We’re looking for a Pharmacy Customer Service Representative who is motivated by our mission to unlock transformational healthcare outcomes. To simplify the healthcare experience for employers and members, we have created a single digital platform across medical, pharmacy benefits & virtual care.
• Our PBM offering represents an important growth area for Rightway. Helping clients better manage pharmacy spend to make drugs more affordable for their employees and dependents is critical to their business sustainability. RightwayRx is responsible for designing, building and operating a new-to-the-world PBM model based on our core tenets: fairness & transparency, unlocking the supply chain, supporting the physician-patient relationship, and utilizing navigation to empower consumers
• The Pharmacy Customer Service Representative is a member of the RightwayRx Operations team reporting to the Sr Director of PBM Operations. This role works regularly with members and providers to resolve inquiries related to benefits, claim adjudication and utilization management.
• WHAT YOU’LL DO: Handles calls and correspondence (electronic and written) regarding pharmacy benefit inquiries from providers (pharmacy/physician) and members.
• Effectively communicate issues and resolution to members and providers.
• Document calls within a call tracking system using established protocols to ensure resolutions are clear, concise, and accurate.
• Assist network pharmacies in processing prescription claims. Review claims for accuracy against benefit guidelines and contract standards.
• Serve as a customer advocate in problem resolution and follow through.
• Creates and supports and environment which fosters teamwork, cooperation, respect and diversity.
• Perform other duties and projects as assigned.
• WHO YOU ARE:
• Education level: Bachelor’s Degree or equivalent relevant work experience.
• Active/Current National Pharmacy Technician Certification
• Work experience: 3-5 years of relevant work experience in a health plan, TPA or PBM contact center.
• Important characteristics of ideal candidate: Detail-oriented, analytical, intellectually curious, good listener, empathetic, ability to challenge status quo, values exemplar
• Specific skills needed for job: Prior experience working with health plan, TPA, or PBM contact center, effective & creative problem-solver, ability to prioritize and manage through change. Solid communication skills.
• SALARY: $21-22/HR
• Offer amounts for both remote and in office roles are influenced by geographic location
•
• 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 $205mm from investors including Khosla Ventures, Thrive Capital, and Tiger Global. We’re headquartered in New York City, with a satellite office in Denver. Our clients rely on us to transform the healthcare experience, improve outcomes for their teams, and decrease their healthcare costs.
• HOW WE LIVE OUR VALUES TO OUR TEAMMATES:
• We’re seeking those with passion for healthcare and relentless devotion to our goal. We need team members that embody our following core values:
• 1) We are human, first.Our humanity binds us together. We bring the same empathetic approach to every individual we engage with, whether it be our members, our clients, or each other. We are all worthy of respect and understanding and we engage in our interactions with care and intention. We honor our stories. We listen to—and hear—each other, we celebrate our differences and similarities, we are present for each other, and we strive for mutual understanding.
• 2) We redefine what is possible.We always look beyond the obstacles in front of us to imagine new solutions. We approach our work with inspiration from other industries, other leaders, and other challenges. We use ingenuity and resourcefulness when faced with tough problems.
• 3) We debate then commit.We believe that a spirit of open discourse is part of a healthy culture. We understand and appreciate different perspectives and we challenge our assumptions. When working toward a decision or a new solution, we actively listen to one another, approach it with a “yes, and” mentality, and assume positive intent. Once a decision is made, we align and champion it as one team.
• 4) We cultivate grit.Changing healthcare doesn’t happen overnight. We reflect and learn from challenges and approach the future with a determination to strive for better. In the face of daunting situations, we value persistence. We embrace failure as a stepping stone to future success. On this journey, we seek to act with guts, resilience, initiative, and tenacity.
• 5) We seek to delight.Healthcare is complicated and personal. We work tirelessly to meet the goals of our clients while also delivering the best experience to our members. We recognize that no matter the role or team, we each play a crucial part in our members’ care and take that responsibility seriously. When faced with an obstacle, we are kind, respectful, and solution-oriented in our approach. We hold ourselves accountable to our clients and our members’ success.
• Rightway is Proudly an Equal Opportunity Employer that believes in strength in the diversity of thought processes, beliefs, background and education and fosters an inclusive culture where differences are celebrated to drive the best business decisions possible. We do not discriminate on any basis covered by appropriate law. All employment is decided on the consideration of merit, qualifications, need and performance.