Director Client Coordinators - LH

Job Responsibilities

• Provide visionary leadership for all Luminare Health out of market employer and hospital/health system client coordinators, set the strategic direction to deliver exceptional service and strengthen client retention.
• Participate in key renewal meetings, guide relationship-building initiatives, and collaborate with the Vice President of Client Management, Sr. Directors of Client Management and the Executive Director of Hospitals/Health Systems to shape renewal strategies.
• Manage a team of 3 managers of client coordinators – with 24 to 30 indirect reports (each of the managers of client coordinators will have 8 to 10 direct reports).
• Leverage data-driven insights from monthly reports and client-specific metrics to anticipate trends, identify opportunities, and inform strategic decisions.
• Serve as the primary executive representative (“face of Client Coordinators”) in the marketplace, fostering credibility, trust, and long-term relationships with clients, brokers, and key stakeholders.
• Proactively address emerging issues, offering solutions and strategic recommendations to clients, client management and senior leadership.

Team Leadership & Development

• Provide direction, coaching, guidance, and performance oversight for the Client Coordinator teams, aligning work priorities with the organization’s mission and strategic objectives.
• Oversee the allocation of resources and workload for the Client Coordinators; maintain and update staffing ratios and capacity models as needed.
• Champion ongoing professional development, ensuring the team remains informed on industry trends, regulatory updates, and product innovations.
• Work collaboratively with Sr. Directors, Executive Director and the Managers of Client Coordinators to drive the development and maintenance of job aides to ensure the standardization of process and procedure across the client management organization.
• Offer executive support for complex client challenges, ensuring swift, strategic, and client-centered resolutions.
• Partner cross-functionally to support seamless new client implementations, driving collaboration, adherence to project timelines, and successful onboarding outcomes.

Executive Client Relationship Management

• Strengthen and sustain client relationships in partnership with client management - including direct meetings, site visits, and strategic business reviews.
• Utilize data analysis to identify opportunities, anticipate risks, and deliver value-added recommendations that enhance client satisfaction and loyalty.