Heather Dowell

Partnership-driven executive with 25+ years of experience leading client success, sales, implementation, and operations across healthcare and employee benefits organizations. Recognized for strengthening retention, expanding portfolios, building accountable teams, and aligning cross-functional partners around measurable client and business outcomes. Trusted by senior executives, brokers, consultants, and employer clients to translate complex issues into clear strategy, disciplined execution, and stronger customer experiences.

Director, Large Group Sales & Client Management at BANNER | AETNA (2026-04 – 2026-08)

Directed the Arizona large-group sales and client management organization serving employers with 200 to 5,000 enrolled employees.

• Evaluated the Arizona large-group business, including the sales pipeline, client portfolio, broker engagement, team structure, and operating priorities.
• Created a sales and account management playbook to strengthen market growth, client retention, forecasting, service execution, and cross-functional accountability.
• Introduced a consistent business-review cadence and provided leadership across pipeline management, renewals, client escalations, team development, resource planning, and finalist preparation.

Freelance Benefits Consultant at BENEFITS BY RHO (2024-01 – 2026-12)

• Advised employers on benefit plan design, ACA and ERISA considerations, employee communications, and administration strategies aligned with retention and organizational growth.
• Supported self-funded clients with complex high-dollar claim denials and translated plan and claims issues into clear action plans.

Vice President, Client Management at CIGNA HEALTHCARE (2022-01 – 2024-12)

• Managed a team of 7 client managers supporting 450+ employer groups and a multichannel portfolio spanning medical, pharmacy, dental, and vision benefits.
• Drove 10% year-over-year portfolio growth through retention discipline, consultative expansion, and stronger cross-functional service delivery.
• Directed portfolio risk reviews, executive client strategy, team performance, and renewal planning with underwriting, brokers, consultants, and employer leaders.

Director, Client Management - Large Group Benefits at HUMANA (2020-01 – 2022-12)

• Guided client management and wellness engagement teams that exceeded new business and retention benchmarks by double digits.
• Implemented market sales and service enablement plans and directed high-stakes finalist and renewal presentations with brokers and employers.
• Partnered with digital-health vendors to deliver scalable wellness solutions and increase client and member engagement.

Director, Operations, Implementation & Client Services at CIGNA HEALTHCARE (2007-01 – 2020-12)

Orchestrated client service and national implementation teams supporting more than 1.3 million members across complex employer portfolios.

• Achieved 99% implementation readiness for identification cards and administrative systems before planned effective dates.
• Coordinated onboarding, digital-health integrations, complex escalations, and business-process-outsourcing vendor performance.
• Cultivated trusted relationships with C-suite executives, brokers, consultants, and employer stakeholders by aligning service execution with business priorities.

Director, Sales & Client Management at AETNA (1999-01 – 2007-12)

Advanced large-group business development and account retention across the Midwest, partnering with underwriting and operations on tailored benefit solutions.

• Ranked first nationally in sales for two consecutive years and earned Gold Circle distinction.

Group Sales Representative - Disability & Life Solutions at UNUM (1996-01 – 1999-12)

Expanded broker relationships and employer sales for group life, disability, cancer, and hospital income products while coordinating implementation and service delivery.

Bachelor of Arts in Communication Studies – University of Kansas