Senior Lead Carrier Engagement

Position Overview The Senior Lead of Carrier Engagement is responsible for the end-to-end performance, satisfaction, and operational excellence of the company's carrier network. This role develops, manages, and strengthens strategic carrier relationships while ensuring accuracy, compliance, service quality, and a consistently positive carrier experience. Acting as the primary liaison between carriers and internal teams, the Senior Lead drives alignment, transparency, and continuous improvement across communication, operations, payment processes, and partnership programs. This position oversees key functions including payment operations, quality assurance, carrier engagement, and experience management. The Senior Lead initiates and maintains savings and performance improvement initiatives with carrier partners, identifying opportunities for operational enhancements and friction reduction. The role also provides analytical insights and performance reporting during internal and external business reviews, representing the organization in client and carrier facing discussions. Additionally, the Senior Lead collaborates closely with IT and cross functional teams to enhance tools, processes, and technology impacting carriers and the carrier engagement team. By championing operational integrity, strengthening partnerships, and driving data-informed improvements, this role ensures a seamless, reliable, and transparent end-to-end experience for carriers, partners, and internal stakeholders while supporting organizational growth. 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 discussionFacilitate feedback loops to understand carrier needs and drive continuous improvementHands-on delivery of the carrier experience vision, standards and service modelsLead initiatives that strengthen trust, transparency, and partnership with carriersIdentify performance gaps and lead cross-functional improvement plansManage escalations and ensure timely resolution of carrier issuesChampion a consistent, high-quality experience across all carrier and client touchpointsServe as an executive liaison for carrier and client relationships focusing on service, performance and partnershipDevelop team capabilities in communication, analytics, relationship management, and problem-solvingQualifications Bachelor's degree in business, operations, or related field; advanced degree preferredPayor/Carrier experience is required5 - 10+ years of experience in payment integrity operations, financial operations, or quality managementExperience managing the payment integrity operations process, workflow patterns and complex operational programsExperience managing external partners or vendors preferredStrong analytical, problem-solving, and process-improvement skillsSkills & Competencies Strong relationship-building and communication skillsAbility to navigate, understand and explain claims and billing dataSome combination of coding/medical records or carrier payment integrity workAnalytical mindset with the ability to interpret large data sets and drive decisionsExcellent organizational and project management abilitiesAbility to navigate complex issues with diplomacy and accountabilitySuccess Indicators Carriers consistently meet or exceed performance expectationsStrong, collaborative relationships with carriers and internal teamsReduced escalations and improved issue-resolution timelinesClear, consistent communication and documentation across all carrier interactionsMeasurable improvements in carrier satisfaction and operational efficiencyWho 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.

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