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Director - Vendor Management
Director - Vendor ManagementFirstsource • Charlotte, NC, US
Director - Vendor Management

Director - Vendor Management

Firstsource • Charlotte, NC, US
[job_card.30_days_ago]
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  • [job_card.full_time]
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Director - Vendor Management

Client Liaison Director

USA Remote

Job Summary

We are seeking a highly skilled Client Liaison Director to serve as the primary account manager for our healthcare payer clients. This role will act as a single point of contact, ensuring smooth communication, resolving issues, and driving long-term client satisfaction. The ideal candidate will have experience in health plan platform migrations, BPaaS (Business Process as a Service) solutions, and healthcare operations.

Key Responsibilities

  • Serve as the dedicated account manager for assigned healthcare payer clients, ensuring seamless coordination and execution of BPaaS services.
  • Act as the single point of contact for the client, managing communication, updates, and escalations.
  • Monitor, coordinate, and communicate strategic objectives to align with both client and organizational goals.
  • Oversee the implementation and ongoing service delivery of healthcare operations, ensuring high-quality performance and client satisfaction.
  • Develop and maintain strong relationships with stakeholders, anticipating and addressing client needs proactively.
  • Analyze and utilize data to identify opportunities for process improvement and service optimization.
  • Lead client meetings, performance reviews, and strategic discussions, ensuring clear reporting on KPIs and contract obligations.
  • Ensure compliance with contractual obligations, including maintaining client satisfaction and approval for any leadership or staffing transitions.

Requirements & Qualifications

  • 3-5 years of experience in healthcare payer operations, health plan migrations, BPaaS services, or account management.
  • Strong knowledge of healthcare outsourcing, claims processing, utilization management, and appeals & grievances.
  • Proven ability to manage client relationships and oversee large-scale service implementations.
  • Excellent verbal and written communication skills, with the ability to present to senior executives.
  • Strong problem-solving and negotiation skills to resolve client issues effectively.
  • Self-motivated, analytical mindset, and ability to work in a fast-paced, high-pressure environment.
  • Bachelor's degree preferred in business, healthcare administration, or a related field.

    • Preferred Experience

  • Account management or relationship management experience within healthcare BPO or BPaaS services.
  • Experience working with Medicare, Medicaid, and Commercial health plans.
  • Strong data analysis skills to track KPIs, client satisfaction, and performance improvements.
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