Director of Client

Essential Duties and Responsibilities

Support and lead a high-performing Client Experience team, setting clear expectations, developing talent, and fostering accountability for client and business outcomes. Serve as the relationship leader for clients, brokers, consultants, carriers, vendors, and other stakeholders, aligning expectations, contractual commitments, and program priorities. Own end-to-end client service delivery for TPA claims programs, including account management, issue resolution, reporting, contract administration, renewals, implementations, and ongoing communication.

Manage contract administration and renewal activities, including contract profiles, key dates, pricing changes, required approvals, authorized signatures, and coordination with finance, legal, compliance, and leadership. Own the development, approval, maintenance, and distribution of client-specific service instructions, including contacts, authority levels, reporting schedules, service standards, escalation protocols, and special handling requirements. Act as the senior escalation point for complex client concerns, service issues, claim handling inquiries, compliance‑related matters, and operational challenges.

Partner with claims operations to monitor claim performance, claim quality, closing ratios, reserves, litigation trends, turnaround times, diary compliance, responsiveness, and adherence to service level agreements. Coordinate with carriers, excess insurers, medical management vendors, bill review providers, legal partners, loss control resources, and technology vendors to support client program objectives. Develop and implement standardized TPA client service procedures, workflows, communication standards, claim review protocols, stewardship processes, and escalation practices.

Analyze client feedback, claim trends, loss data, service metrics, and performance reports to identify improvement opportunities and recommend practical solutions. Shape retention and growth strategy in partnership with sales, business development, and executive leadership; to support, qualify opportunities, strengthen proposals and prepare RFP and RFI responses, contribute to pricing strategy, identify organic growth and cross‑selling opportunities within existing client and broker relationships.

Lead full cycle onboarding and implementation of new TPA clients, including service calendars, trust‑account or prefunding coordination, invoicing set up, data conversion, system configuration, client access, reporting, coding, regulatory reporting set up, staffing assignments, kickoff meetings, operational readiness, and post‑implementation follow‑up. Coordinate client technology and reporting needs, including claims‑system access and training, custom reports, scheduled reporting, data feeds, conversions, reconciliations, and data‑quality validation.

Establish account service calendars and governance routines; document decisions, owners, and deadlines; monitor aging items and service commitments; and elevate missed deliverables or unresolved risks. Coordinate staffing transitions that affect clients, including communication plans, required client approvals, candidate qualifications and interviews, interim coverage, and continuity of service. Partner with finance and operations on trust accounts, prefunding, invoicing, fee schedules, contract pricing, payment reporting, and resolution of related client financial inquiries.

Coordinate client, carrier, broker, and internal audits; track corrective actions; and confirm that reporting, compliance, and claim‑handling commitments are completed. Prepare and deliver client business reviews, claim review materials, stewardship reports, performance dashboards, renewal support…