SVP, Client Services & Care Navigation

LaborFirst is the leader in Care Navigation and advocacy, dedicated to improving outcomes and satisfaction for group plan sponsors and their members. Founded in 2005, we partner with all major national health carriers to serve 450 clients and over 375,000 Medical and Pharmacy lives across all 50 states. We deliver high-touch solutions that drive value while preserving benefits. RetireeFirst, a LaborFirst solution, provides end-to-end Retiree Benefits Management. In partnership with plan sponsors, brokers, and consultants, we design, implement, manage, and administer Medicare benefits, ensuring a seamless transition and continued support. HealthActive, our solution for self-insured health plans with actives and early retirees, combines one-on-one health advocacy with technology-driven insights to help members successfully navigate their healthcare journey.

Summary of Position:

The SVP, Client Services & Care Navigation is responsible for leading and optimizing the Client Service Department while building and scaling HealthActive’s Care Navigation capabilities. This role ensures an exceptional client and member experience by overseeing advocacy, engagement, and benefits optimization strategies.

As a strategic leader, this position will drive innovation, improve internal processes, and collaborate with senior leadership to align short- and long-term company goals. The SVP will develop client service strategies to maintain high retention rates while also expanding Care Navigation services to actively employed individuals, ensuring they maximize the value of their benefits.

Duties & Responsibilities:

Client Services Leadership:

• Oversee and lead the Client Service Department, ensuring top-tier client satisfaction and retention.

• Develop and implement client service policies, procedures, and process improvements.

• Identify hiring needs and build high-performing teams to support operational efficiency.

• Manage client escalations and collaborate with stakeholders to resolve issues.

• Oversee client service, billing, eligibility, renewals, and new account implementations.

• Refine service strategies based on client service surveys.

Care Navigation & Member Engagement:

• Develop and implement HealthActive’s Care Navigation platform, ensuring seamless integration with clients’ benefits.

• Establish partnerships with key point solutions to enhance member access to high-value services.

• Design and execute multi-channel education and engagement strategies to improve member awareness and benefit utilization.

• Oversee ROI measurement methodologies to demonstrate the financial and health impact of navigation services.

• Leverage data analytics to identify trends and drive continuous service improvements.

Strategic & Operational Leadership:

• Drive change initiatives, business strategy, and technology enhancements.

• Lead cross-functional collaboration with operations, product, marketing, and analytics teams.

• Stay informed on industry’s best practices, ensuring HealthActive remains a market leader.

• Lead and mentor teams, fostering professional growth and ensuring high performance.

• Manage high-pressure environments, contributing to business resiliency planning.

Licensing & Qualifications:

• Bachelor’s degree required (healthcare administration, business, or related field).
• 10 years of experience in client services, Care Navigation, benefits management, or member engagement.
• Proven success in building and scaling healthcare engagement solutions.
• Strong understanding of employer-sponsored healthcare, labor benefits, and point solutions.
• Ability to quantify and articulate ROI metrics to clients and stakeholders.
• Experience leading cross-functional teams and large-scale initiatives.
• Excellent verbal and written communication skills.
• Proficiency in Microsoft Office and healthcare analytics tools.

Preferred Qualifications:

• Master’s degree (MBA, MPH, or similar).
• AHIP Training and Certification.
• Experience working with labor unions, public sector benefits, or self-funded employers.
• Familiarity with Care Navigation technology and digital engagement tools.
• Background in consulting, healthcare analytics, or strategy roles.

Location:

• This position requires moderate travel to LaborFirst’s headquarters in Mount Laurel, NJ.