The Director of Client Experience sets the strategy for client engagement and service delivery across the third-party administration (TPA) portfolio. This role builds trusted partnerships with clients, brokers, carriers, and internal executives; translates client priorities into coordinated action; and holds teams accountable for delivering measurable results. The Director leads retention, renewals, implementations, executive reporting, and continuous improvement while identifying opportunities to strengthen partnerships and expand revenue. Success requires executive presence, sound knowledge of claims and TPA operations, disciplined execution, and the ability to influence outcomes across complex, cross-functional environments.
Essential Duties and Responsibilities
Support and lead a high-performing Client Experience team, setting clear expectations, developing talent, and fostering accountability for client and business outcomes.
Serve as the relationship leader for clients, brokers, consultants, carriers, vendors, and other stakeholders, aligning expectations, contractual commitments, and program priorities.
Own end-to-end client service delivery for TPA claims programs, including account management, issue resolution, reporting, contract administration, renewals, implementations, and ongoing communication.
Manage contract administration and renewal activities, including contract profiles, key dates, pricing changes, required approvals, authorized signatures, and coordination with finance, legal, compliance, and leadership.
Own the development, approval, maintenance, and distribution of client-specific service instructions, including contacts, authority levels, reporting schedules, service standards, escalation protocols, and special handling requirements.
Act as the senior escalation point for complex client concerns, service issues, claim handling inquiries, compliance-related matters, and operational challenges.
Partner with claims operations to monitor claim performance, claim quality, closing ratios, reserves, litigation trends, turnaround times, diary compliance, responsiveness, and adherence to service level agreements.
Coordinate with carriers, excess insurers, medical management vendors, bill review providers, legal partners, loss control resources, and technology vendors to support client program objectives.
Develop and implement standardized TPA client service procedures, workflows, communication standards, claim review protocols, stewardship processes, and escalation practices.
Analyze client feedback, claim trends, loss data, service metrics, and performance reports to identify improvement opportunities and recommend practical solutions.
Shape retention and growth strategy in partnership with sales, business development, and executive leadership; to support, qualify opportunities, strengthen proposals and prepare RFP and RFI responses, contribute to pricing strategy, identify organic growth and cross-selling opportunities within existing client and broker relationships.
Lead full cycle onboarding and implementation of new TPA clients, including service calendars, trust-account or prefunding coordination, invoicing setup, data conversion, system configuration, client access, reporting, coding, regulatory reporting setup, staffing assignments, kickoff meetings, operational readiness, and post-implementation follow-up.
Coordinate client technology and reporting needs, including claims-system access and training, custom reports, scheduled reporting, data feeds, conversions, reconciliations, and data-quality validation.
Establish account service calendars and governance routines; document decisions, owners, and deadlines; monitor aging items and service commitments; and escalate missed deliverables or unresolved risks.
Coordinate staffing transitions that affect clients, including communication plans, required client approvals, candidate qualifications and interviews, interim coverage, and continuity of…