At Luminare Health, our people are what set us apart. Their expertise, dedication, and passion for service excellence are the foundation of our success.

We're committed to helping our employees grow through thoughtful development opportunities, meaningful work, and a culture that values collaboration and continuous improvement. When you join Luminare Health, you join a purpose-driven team focused on making healthcare simpler, better, and more affordable.

Job Summary

The Director of Client Coordinators is a leader charged with advancing the growth, profitability, and market leadership of Luminare Health across all employer and hospital/health system clients. This role serves as a strategist, setting the vision for client service and cultivating a high-performance culture that delivers exceptional value to clients and stakeholders.
This role holds enterprise-level accountability for developing and executing client service strategy, including fiscal stewardship of the budget, strategic workforce planning, and the establishment of performance metrics that align with and propel organizational objectives.

As a pivotal member of the leadership team, the Director of Client Coordinators will forge and sustain partnerships across all client management, cross-functional departments, ensuring market differentiation and operational excellence.

Job Responsibilities

Providing strategic through leadership and direction for client coordinators focusing on:

• Provide visionary leadership for all Luminare Health out of market employer and hospital/health system client coordinators, set the strategic direction to deliver exceptional service and strengthen client retention.
• Participate in key renewal meetings, guide relationship-building initiatives, and collaborate with the Vice President of Client Management, Sr. Directors of Client Management and the Executive Director of Hospitals/Health Systems to shape renewal strategies.
• Manage a team of 3 managers of client coordinators – with 24 to 30 indirect reports (each of the managers of client coordinators will have 8 to 10 direct reports).  
• Leverage data-driven insights from monthly reports and client-specific metrics to anticipate trends, identify opportunities, and inform strategic decisions.
• Serve as the primary executive representative (“face of Client Coordinators”) in the marketplace, fostering credibility, trust, and long-term relationships with clients, brokers, and key stakeholders.
• Proactively address emerging issues, offering solutions and strategic recommendations to clients, client management and senior leadership.

Team Leadership & Development

• Provide direction, coaching, guidance, and performance oversight for the Client Coordinator teams, aligning work priorities with the organization’s mission and strategic objectives.
• Oversee the allocation of resources and workload for the Client Coordinators; maintain and update staffing ratios and capacity models as needed.
• Champion ongoing professional development, ensuring the team remains informed on industry trends, regulatory updates, and product innovations.
• Work collaboratively with Sr. Directors, Executive Director and the Managers of Client Coordinators to drive the development and maintenance of job aides to ensure the standardization of process and procedure across the client management organization.
• Offer executive support for complex client challenges, ensuring swift, strategic, and client-centered resolutions.
• Partner cross-functionally to support seamless new client implementations, driving collaboration, adherence to project timelines, and successful onboarding outcomes.

Executive Client Relationship Management

• Strengthen and sustain client relationships in partnership with client management - including direct meetings, site visits, and strategic business reviews.
• Utilize data analysis to identify opportunities, anticipate risks, and deliver value-added recommendations that enhance client satisfaction and loyalty.
• Performing other duties as needed/assigned.

Job Requirements

• Minimum of 10 years of progressive client service and/or client management experience
• Minimum of 4 years of prior leadership experience overseeing a client service and/or management function, ideally within a complex or regulated environment.
• Bachelor’s degree required; equivalent combination of education and experience will be considered.
• Demonstrated expertise in aligning client service and management strategies with broader business objectives.
• Proven project leadership skills, with the ability to prioritize initiatives, meet critical deadlines, and manage cross-functional teams to succes