Director, CareFirst Administrators - Strategic Client Management

Director, CareFirst Administrators - Strategic Client Management (Remote)

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. This role is accountable for client retention, profitable growth, operational performance, broker and consultant relationships, and the overall customer experience.

The Director leads and develops a team of account management professionals, sets the client management strategy, and partners across the organization to deliver coordinated solutions and measurable results. The ideal candidate brings deep self-funded healthcare expertise, strong executive presence, and a proven ability to lead teams, strengthen key relationships, manage risk, and drive accountability in a complex, matrixed environment.

ESSENTIAL FUNCTIONS:

• 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.

SUPERVISORY RESPONSIBILITY: This position has direct responsibility for leading, coaching, and developing account management professionals. The Director is accountable for workforce planning, hiring, onboarding, performance management, talent development, succession planning, and creating an inclusive, high-performing team. The role also leads matrixed resources across multiple functional areas to achieve client and business objectives.

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

Experience

• 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.

Preferred Experience:

• 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.

TRAVEL REQUIREMENTS:

• Estimated Travel: 40-60%

• This role includes regular travel to meet with clients, brokers, consultants, prospective clients, and team members; support renewals, stewardship meetings, finalist presentations, and business development opportunities; and strengthen strategic relationships across the assigned market.

• Salary Range: $140,000 - $236,250 plus Sales Commission

• Salary Range Disclaimer

• The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the work is being performed. This compensation range is specific and considers factors such as (but not limited to) the scope and responsibilities of the position, the candidate's work experience, education/training, internal peer equity, and market and business consideration. It is not typical for an individual to be hired at the top of the range, as compensation decisions depend on each case's facts and circumstances, including but not limited to experience, internal equity, and location. In addition to your compensation, CareFirst offers a comprehensive benefits package, various incentive programs/plans, and 401k contribution programs/plans (all benefits/incentives are subject to eligibility requirements).

• Equal Employment Opportunity

• CareFirst BlueCross BlueShield is an Equal Opportunity (EEO) employer. It is the policy of the Company to provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.

• Federal Disc/Physical Demand

• Note: The incumbent is required to immediately disclose any debarment, exclusion, or other event that makes him/her ineligible to perform work directly or indirectly on Federal health care programs.

PHYSICAL DEMANDS:

• The associate is primarily seated while performing the duties of the position. Occasional walking or standing is required. The hands are regularly used to write, type, key and handle or feel small controls and objects. The associate must frequently talk and hear. Weights up to 25 pounds are occasionally lifted.

• Sponsorship in US

• Must be eligible to work in the U.S. without Sponsorship