Director of Carrier Engagement

The Director of Carrier Engagement is responsible for the end‑to‑end performance, accuracy, and satisfaction of the company’s carrier network. This role oversees payment operations, quality assurance, carrier engagement, and experience.   

The Director of Carrier Engagement leads the execution, and continuous improvement of payment integrity analysis and analytics, ensuring accuracy, compliance, and operational excellence. This role is an external client-facing role attending regular Business Review meetings with clients and carriers, providing detailed and analytical data insights as it relates to carrier engagement.  The Director drives operational excellence, strengthens carrier partnerships, and leads cross‑functional initiatives that reduce friction, improve outcomes, and support organizational growth. Additionally, the role oversees end‑to‑end payment processes, quality assurance programs, and cross‑functional alignment to deliver a seamless, reliable, and transparent payment experience for carriers, partners, and internal stakeholders elevating the end-to-end experience of the company’s carrier network. 

Responsibilities 

• Attend monthly Business Review meetings with clients providing detailed and analytical data insights as it relates to carrier engagement. 

• Attend monthly Carrier meetings providing referral findings and leading data-driven discussion 

• Hands-on delivery of the carrier experience vision, standards and service models 

• Lead initiatives that strengthen trust, transparency, and partnership with carriers 

• Identify performance gaps and lead cross‑functional improvement plans 

• Manage escalations and ensure timely resolution of carrier issues 

• Champion a consistent, high‑quality experience across all carrier and client touchpoints 

• Serve as an executive liaison for carrier and client relationships focusing on service, performance and partnership 

• Develop team capabilities in communication, analytics, relationship management, and problem-solving 

Qualifications 

• Bachelor’s degree in business, operations, or related field; advanced degree preferred 

• 5 - 10 years of experience in payment integrity operations, financial operations, or quality management 

• Experience managing the payment integrity operations process, workflow patterns and complex operational programs 

• Strong analytical, problem‑solving, and process‑improvement skills 

Who is SmartLight Analytics 

SmartLight Analytics was formed by a group of industry insiders who wanted to make a meaningful impact on the rising cost of healthcare. With this end in mind, SmartLight works for self-funded employers to reduce wasteful spending in their healthcare plan through our proprietary data analysis. Our process works behind the scenes to save money without interrupting employee benefits or requiring employee behavior changes