Team Lead, Navigation Service Delivery

ABOUT THE ROLE

The Team Lead, Navigation Service Delivery, drives high-quality member experiences through hands-on leadership, coaching, and operational excellence. Reporting to a Navigation Manager, the Team Lead provides daily floor support to a team of Navigators and serves as their first point of guidance for escalations, process questions, coaching, and performance support. This highly visible role connects operations with service delivery. The Team Lead ensures members receive timely, accurate, and compassionate support, while Navigators stay engaged, develop their skills, and are set up to succeed.

WHAT YOU’LL DO

MEMBER SUPPORT

• Escalations: Supports the Manager where needed by researching escalated member issues, assembling accurate, well-organized findings, and tracking them through resolution to speed decisions and reduce repeat escalations. ●

• VIP Support: Monitors VIP requests from intake to resolution, ensuring each ticket is assigned correctly and handled according to the standard ticket process. Delivers timely, accurate, and discreet service throughout every interaction. ●

• Backlog: Helps manage and process the work that is critical to team and program success, and serves as a Health Guide (HG) when directed by the Manager.

• Coach in the moment: Listen to live interactions, give real-time guidance, and follow up with regular one-on-ones that recognize strengths and build skills.

TEAM AND OPERATIONS SUPPORT

• Provide day-to-day floor support, remaining visible and available for team questions, IT/system issues, and workflow challenges.

• Conduct 1:1s with each team member to coach on quality, process adherence, and member satisfaction opportunities. Support the manager if corrective behavior conversations are necessary.

• Identify and address immediate quality, performance, or professionalism concerns, escalating to the Manager when corrective action is needed.

• Utilize Lattice for documentation and tracking follow up coaching plans when working with Health Guides

• Work with the Manager and HR when needed on performance concerns, corrective action, and employee relations matters.

• Partner with Training and Operations teams to deliver team-specific training and refreshers.

• Monitor phone and ticket queues, partnering with Workforce Management to optimize resource allocation and ensure efficient service delivery.

• Participate in new hire and training to ensure a successful ramp-up and effective knowledge retention.

• Provide weekend and holiday support and coverage, including participation in evening and weekend rotations with the management team.

• Review, approve, and manage team timecards in ADP to ensure accuracy and timely submission.

• Collaborate with management on process enhancements, training opportunities, and workflow improvements.

• Motivate and engage the team through recognition, encouragement, and accountability.

PROFESSIONALISM AND LEADERSHIP

• Lead by example, modeling the professionalism, accountability, and service standards expected of every Navigator.

• Represent Rightway with professionalism and sound judgment in all client interactions, communicating clearly, respectfully, and with a solution-oriented mindset.

• Demonstrate Rightway values in daily work, including tone, responsiveness, and follow-through with members, clients, and teammates.

• Build trust with the team through consistency, transparency, and fair, timely feedback.

WHO YOU ARE

• 2+ years of experience in a member- or customer-facing role within healthcare navigation, case management, or a related service environment.

• Demonstrated leadership experience, such as serving as a senior navigator, mentor, or interim lead, is preferred, but not required.

• Proven ability to coach peers, deliver constructive feedback, and drive performance improvement.

• Strong problem-solving and critical-thinking skills, with a focus on root cause resolution.

• Excellent written and verbal communication skills.

• Highly organized with the ability to manage multiple priorities in a fast-paced, evolving environment.

• Strong sense of accountability, ownership, and integrity.

• Proficiency in relevant systems (e.g., Advocate, Slack, ADP, telephony systems, and ticketing tools).

• Must be located in Denver, CO.

• This position is in-office 5-days a week and follows the Denver Office Guidelines

Attributes for Success

• Empathetic leader: Balances compassion with accountability, creating a positive environment for both members and teammates.

• Operational mindset: Anticipates needs, adapts to changing priorities, and thrives in a dynamic environment.

• Culture carrier: Demonstrates company values through tone, responsiveness, and collaboration.

• Action-oriented: Proactively identifies and resolves issues before they escalate.

• Leads by example: Models professionalism and integrity with members, clients, and teammates, setting the standard for the team.

• Coach and mentor: Committed to developing others and fostering professional growth.

COMPENSATION: $27.00 - $30.00/hr

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 @ rightwayhealthcare.com 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 2017, Rightway has raised over $300mm from investors including Khosla Ventures, Thrive Capital, Francisco Partners, and Tiger Global. We’re headquartered in New York City, with satellite offices in Denver and Dallas. 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 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 st