Director - Account Management

Client Liaison Director (Bilingual – Spanish & English)

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.