Document, Fulfillment and Mail Services Team Lead

Looking for a way to make an impact and help people?

Join PacificSource and help our members access quality, affordable care!

PacificSource is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to status as a protected veteran or a qualified individual with a disability, or other protected status, such as race, religion, color, sex, sexual orientation, gender identity, national origin, genetic information or age. PacificSource values the diversity of our community, including those we hire and serve. We are committed to creating and fostering a work environment in which individual differences and diversity are appreciated, respected and responded to in ways that fully develop and utilize each person’s talents and strengths.

Provides day-to-day operational leadership for enterprise Document, Fulfillment, and Mail Services by directing departmental workflows, supervising staff, monitoring service levels, and ensuring document operations are delivered efficiently, accurately, and in compliance with organizational standards. Partners with department leadership to implement strategic initiatives, improve operational performance, and provide exceptional service to internal business partners.

Essential Responsibilities:

• Lead daily operations of enterprise Document, Fulfillment and Mail Services to ensure efficient, accurate, and timely service delivery.
• Prioritize departmental workload, allocate resources, and monitor staffing needs to meet operational demands.
• Monitor service levels, quality standards, operational performance metrics, and productivity measures.
• Resolve operational issues, customer concerns, and service escalations in a timely manner.
• Coordinate activities across vendors, business units, and Information Technology to support document and fulfillment operations.
• Support implementation of new services, technologies, operational enhancements, and process improvement initiatives.
• Develop, maintain, and ensure adherence to departmental procedures, work instructions, and governance requirements.
• Support operational planning, budgeting, workforce planning, and performance reporting activities.
• Assist with operational planning, budgeting, staffing, and performance reporting.
• Coordinate business activities by maintaining collaborative partnerships with key departments.
• Assist with hiring, staff development, coaching, performance reviews, corrective actions, and termination of employees.
• Actively participate as a key team member in department meetings.
• Actively participate in various strategic and internal committees in order to disseminate information within the organization and represent company philosophy.

Supporting Responsibilities:

• Support enterprise implementation and operational improvement projects.
• Coordinate onboarding, training, and ongoing development activities for departmental staff.
• Participate in governance committees, operational workgroups, and cross-functional initiatives.
• Develop and review operational reports, dashboards, and performance metrics.
• Meet department and company performance and attendance expectations.
• Follow the PacificSource privacy policy and HIPAA laws and regulations concerning confidentiality and security of protected health information.
• Perform other duties as assigned.

SUCCESS PROFILE

Work Experience: Minimum of 3 years of operations experience in document services, mail operations, fulfillment, business operations, or closely related field required. Experience managing operational workflows, vendor relationships and service level agreements required. Supervisory and insurance or healthcare operations experience preferred.

Education, Certificates, Licenses: Bachelor's degree preferred. High School diploma or equivalent required.

Knowledge: Operational leadership and team supervision principles. Employee coaching, performance management, and staff development practices. Vendor management, service level monitoring, and customer relationship management. Process improvement and operational efficiency methodologies. Performance measurement, reporting, and productivity metrics. Customer service and issue resolution practices. Workforce planning and workload management techniques. Microsoft Office Suite, including Excel, Outlook, Word, PowerPoint, and Teams. Healthcare operations and regulatory requirements preferred.

Competencies

Building Trust

Building a Successful Team

Aligning Performance for Success

Building Customer Loyalty

Building Strategic Work Relationships

Continuous Improvement

Decision Making

Facilitating Change

Leveraging Diversity

Driving for Results

Environment: Work inside in a general office setting with ergonomically configured equipment. Travel is required approximately 10% of the time.

Skills:

Accountable leadership, Collaboration, Communication (written/verbal), Critical Thinking, Decision-making
, Influencing, Listening (active), Organizational skills/Planning and Organization

Compensation Disclaimer

The wage range provided reflects the full range for this position. The maximum amount listed represents the highest possible salary for the role and should not be interpreted as a typical starting wage. Actual compensation will be determined based on factors such as qualifications, experience, education, and internal equity. Please note that the stated range is for informational purposes only and does not constitute a guarantee of any specific salary within that range.

Base Range:

$56,779.86 - $96,525.75

Our Values

We live and breathe our values. In fact, our culture is driven by these seven core values which guide us in how we do business:

• We are committed to doing the right thing.

• We are one team working toward a common goal.

• We are each responsible for customer service.

• We practice open communication at all levels of the company to foster individual, team and company growth.

• We actively participate in efforts to improve our many communities-internally and externally.

• We actively work to advance social justice, equity, diversity and inclusion in our workplace, the healthcare system and community.

• We encourage creativity, innovation, and the pursuit of excellence.

Physical Requirements: Stoop and bend. Sit and/or stand for extended periods of time while performing core job functions. Repetitive motions to include typing, sorting and filing. Light lifting and carrying of files and business materials. Ability to read and comprehend both written and spoken English. Communicate clearly and effectively.

Disclaimer: This job description indicates the general nature and level of work performed by employees within this position and is subject to change. It is not designed to contain or be interpreted as a comprehensive list of all duties, responsibilities, and qualifications required of employees assigned to this position. Employment remains AT-WILL at all times.