Director, Client Services (Medicaid Managed Care Experience Required)

Accountabilities: Lead, manage, and develop a team of Account Executives and Account Managers responsible for supporting small and mid-sized client relationships. Establish clear performance expectations, provide ongoing coaching, and promote accountability for individual and team results. Serve as the primary escalation point for complex, sensitive, or high-priority client service issues, ensuring timely and effective resolution. Support strategic account planning, client retention initiatives, and renewal strategies for key relationships. Ensure consistent delivery of high-quality client service and fulfillment of contractual and operational commitments. Monitor team capacity, workload distribution, service performance, and client satisfaction trends to optimize departmental effectiveness. Collaborate with Claims, Finance, Provider Relations, IT, and other internal departments to resolve client issues and coordinate support. Lead recruitment, onboarding, performance management, and professional development initiatives for the client services team. Partner with senior leadership to align departmental strategies, priorities, and performance objectives with broader organizational goals. Foster a culture of collaboration, client advocacy, accountability, and continuous improvement. Identify opportunities to strengthen service processes, improve team performance, and enhance client relationships. Requirements: Bachelor's degree in Business, Communications, Health Administration, or a related field. At least 10 years of experience in health insurance account management or client services. Minimum of 5 years of experience leading, managing, and developing teams. Required experience in Medicaid Managed Care. Strong understanding of health insurance plan administration and client relationship management strategies. Demonstrated success in coaching, mentoring, and developing high-performing teams. Proven ability to manage escalations, resolve complex client-facing issues, and maintain strong stakeholder relationships. Excellent leadership, analytical, communication, and decision-making skills. Experience using CRM platforms and reporting systems to monitor performance and manage client relationships. Ability to collaborate across multiple departments and influence outcomes at different organizational levels. Knowledge of benefits regulations and compliance requirements, including ACA and COBRA. Strong organizational and prioritization skills, with the ability to manage competing demands in a dynamic environment. Commitment to client advocacy, service excellence, and continuous team development. Benefits: Competitive annual base salary ranging from $120,000 to $160,000, depending on experience, qualifications, skills, and geographic location. Competitive pay structure and savings options. 401(k) retirement plan with employer matching, Roth IRA options, immediate vesting during the Safe Harbor period, and access to professional financial advice. Affordable medical insurance, including low-cost employee-only premiums and subsidized coverage for eligible dependents. 100% employer-paid dental coverage for employees and eligible dependents. Vision insurance with low-cost premiums. Company-paid basic life and accidental death and dismemberment (AD&D) insurance equal to one times annual base salary, with optional supplemental coverage. Flexible Spending Accounts (FSAs) for healthcare and dependent care expenses. Voluntary accident, critical illness, and hospital indemnity insurance. Long-term disability coverage. Wellness programs, including company-wide wellness challenges, BurnAlong memberships, and gym discounts. Employee Assistance Program (EAP) supporting mental health and well-being. Generous vacation and sick leave policies, with the ability to roll over unused time. Ten paid company holidays. Tuition reimbursement for eligible educational expenses. Fully remote work arrangement for employees based in the United States.