Director, CareFirst Administrators - Strategic Client Management (Remote)

Purpose

CareFirst Administrators (CFA) is seeking an experienced, strategic Director to lead Client Management for a complex portfolio of self-funded and third-party administration (TPA) business.

Responsibilities

• Lead the CFA client management strategy, with accountability for retention, profitable growth, customer satisfaction, and performance across an assigned portfolio of complex self-funded and TPA clients.

• Build, coach, and retain a high-performing team of account management professionals; establish clear expectations, development plans, performance measures, and consistent account management practices.

• Provide executive oversight for renewal strategy, at-risk accounts, complex client issues, and growth opportunities, ensuring clear ownership, timely action, and effective communication.

• Develop and maintain trusted relationships with key clients, brokers, consultants, and internal leaders, serving as an executive sponsor for strategic and escalated matters.

• Use financial, utilization, operational, and market insights to identify portfolio risks and opportunities and to shape retention, product, and client engagement strategies.

• Partner with Sales, Underwriting, Operations, Claims, Customer Service, Clinical, Pharmacy, Finance, Implementation, and vendor teams to improve execution and deliver a consistent client experience.

• Lead executive business reviews, stewardship meetings, finalist presentations, and other high-impact client and broker engagements.

• Drive continuous improvement by identifying recurring service issues, addressing root causes, strengthening processes, and monitoring results against established service and business objectives.

• Contribute to CFAs broader business strategy, workforce planning, market positioning, and development of solutions that support client needs and sustainable growth.

Qualifications

• Education: Bachelors Degree in Business, Finance, Healthcare Administration, or a related field OR in lieu of a Bachelors Degree, an additional four years of relevant work experience is required in addition to the required experience.

• Licenses/Certifications: Current Health and Life License for Maryland, Washington, DC, and Virginia is required.

• Preferred Qualifications: Masters Degree, 8+ years of progressive experience in healthcare, employee benefits, self-funded administration, strategic account management, consulting, sales, or client leadership, 3+ years of people leadership experience, including responsibility for performance management, coaching, talent development, and organizational change, demonstrated success leading complex client portfolios and improving retention, growth, customer satisfaction, and operational results, experience managing executive-level relationships with self-funded employers, brokers, consultants, and internal business leaders, deep knowledge of self-funded/ASO plans, TPA operations, stop-loss arrangements, pharmacy and clinical programs, healthcare funding, and cost-management strategies, leadership experience with a health plan, TPA, employee benefits consulting firm, or another Blue Cross Blue Shield Plan, experience leading renewal strategy, service recovery, executive business reviews, finalist presentations, and cross-functional improvement initiatives.

• Knowledge, Skills, Abilities (KSAs): Strategic leadership and strong business acumen, with the ability to translate organizational goals into clear team priorities and measurable results, Executive presence and the ability to build trust, influence decisions, and communicate effectively with senior clients, brokers, consultants, and internal leaders, Proven people leadership skills, including coaching, performance management, talent development, and change leadership, Strong financial and analytical capabilities, with the ability to assess portfolio performance, identify risk, and make data-informed decisions, Deep understanding of self-funded healthcare, TPA operations, industry trends, and the needs of complex employer clients, Ability to lead through influence and drive accountability across a highly matrixed organization, Excellent communication, presentation, facilitation, negotiation, and conflict-resolution skills, Strong judgment, organizational discipline, and the ability to lead multiple high-priority initiatives in a fast-paced environment, Proficiency with CRM platforms, Microsoft 365 applications, reporting tools, and client management systems.