Strategic Client Liaison- Kwik Trip

Job description

This is an in office position 5 days a week located in the Kwik Trip Headquarters. ABOUT THE ROLE: 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. WHAT YOU’LL DO: 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 visibi...