Director - Account Management

Firstsource Solutions Ltd; Orlando (FL); Remote; USD 85,000 - 120,000; Full time

Job summary

A leading company is seeking a highly skilled bilingual Client Liaison Director for their healthcare payer clients. The role demands a deep understanding of healthcare operations, account management experience, and the ability to communicate effectively in both English and Spanish. Candidates will oversee service delivery, ensure client satisfaction, and manage strategic objectives, offering a remote-first work environment.

Qualifications

• 3-5 years experience in healthcare payer operations or account management.
• Bilingual proficiency in Spanish (Puerto Rican dialect preferred) and English.
• Strong knowledge of healthcare outsourcing and claims processing.

Responsibilities

• Act as primary account manager for healthcare payer clients ensuring service delivery.
• Oversee client communication, updates, and performance reviews.
• Analyze data for opportunities in service optimization.

Skills

Client Relationship Management

Communication

Problem Solving

Analytical Skills

Negotiation

Education

Bachelor’s degree in business, healthcare administration, or a related field

Job description

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Location: Florida (Remote), Puerto Rico, or USA Remote

Job Summary

We are seeking a highly skilled and bilingual 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.

This position requires fluency in Spanish (Puerto Rican dialect preferred) and English, along with a strong ability to foster client relationships, manage expectations, and oversee service delivery.

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

• Bilingual proficiency: Spanish (Puerto Rican dialect preferred) and English.
• 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.

This role offers a remote-first work environment, with preference for candidates based in Florida, Puerto Rico, or other USA remote locations.