Senior Manager, Document Services

🔥 13 hours ago

🇺🇸 United States – Remote

💵 $110.5k - $150k / year

⏰ Full Time

🟠 Senior

👔 Manager

👻 Ghost score 0%

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Devoted Health

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2017

🏥 Healthcare

⚕️ Healthcare Insurance

🧘 Wellness

Healthcare • Healthcare Insurance • Wellness

Devoted Health is a healthcare company that offers Medicare Advantage plans designed to provide comprehensive health coverage with added benefits like dental, eyewear, gym memberships, and prescription drugs at competitive rates. The company emphasizes member support and service, ensuring that clients can easily navigate their benefits and access needed healthcare services. Devoted Health is committed to helping customers save money and enhance their health and wellness through a complete package of benefits and support.

📋 Description

• Own oversight of daily operations and long-term strategy for Document Services • Monitor and develop the Inbound Correspondence and Outbound Print Production programs • Serve as the connective point between Document Services and cross-functional partners • Manage vendor relationships and the department budget on behalf of the Director and VP of Membership Operations • Ensure compliance across every document entering or leaving the organization • Own the operating model for Inbound Correspondence and Print Production, including intake, routing, turnaround standards, operational monitoring, and escalation paths • Build capacity and forecasting plans anticipating membership growth and seasonal volume • Build repeatable tooling such as playbooks, intake processes, readiness trackers, adoption dashboards, and KPIs • Leverage AI technology and reporting tooling to analyze trends and drive change • Build monitoring and communication plans for visibility into risk, delay, and volume shifts • Represent Document Services in Product and Technology roadmaps and design decisions • Act as primary point of contact for Compliance, IT, Marketing, MXE, Guide, DMG, and Product/Technology teams • Build partnerships across operations stakeholders and design solutions for the whole organization • Partner with Compliance to maintain audit-ready documentation and represent Document Services in internal and external audits • Ensure programs meet regulatory and contractual requirements, including notice timeliness, accessibility, and record retention • Oversee inbound mail and fax vendors and outbound fulfillment vendors • Define performance standards, scorecards, business reviews, issue resolution processes, vendor budgeting, and forecasting

🎯 Requirements

• 7+ years in operations, correspondence management, print production, or a closely related function • 3+ years managing people, ideally including other managers • Demonstrated experience scaling operational programs through tools, automations, or durable systems created yourself • Strong analytical skills; able to build reporting from operational data and explain it to non-operational audiences • Track record of leading change through influence rather than authority across teams you did not manage • Ability to work at altitude and in detail • Comfort operating amid shifting priorities and re-sequencing work mid-flight • Willingness to form recommendations on incomplete information and deliver hard messages to senior stakeholders • Working fluency with AI tools, with concrete examples of day-to-day use • Health plan, Medicare Advantage, or other regulated-environment experience (desired) • Familiarity with CMS requirements for member communications, including timeliness and alternate formats (desired) • Vendor management experience, including performance oversight, invoice validation, budget accountability, or experience with print/fulfillment vendor platforms, POD workflows, and mail tracking (desired)

🏖️ Benefits

• Employer sponsored health, dental and vision plan with low or no premium • Generous paid time off • $100 monthly mobile or internet stipend • Stock options for all employees • Bonus eligibility for all roles excluding Director and above • Commission eligibility for Sales roles • Parental leave program • 401K program