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PacificSource Health Plans · 1 day ago

Manager, Fulfillment, Printing and Mail Services

Virginia, United States

Full-time

Onsite

Mid, Senior Level

$90K/yr - $158K/yr

5+ years exp

PacificSource Health Plans is committed to helping members access quality, affordable care. The Fulfillment Manager provides strategic leadership and oversight of printing and mail service operations, ensuring timely and accurate delivery of member communications while managing vendor relationships and compliance with healthcare regulations.

CommunitiesCustomer ServiceNon Profit

Hiring Manager

Melissa Shinney

Responsibilities

Develop and execute fulfillment strategies and establish long-term plans, including technology updates, automation, and continuous improvement initiatives

Direct all aspects of high-volume print and mail operations to ensure timely, accurate fulfillment of member communication, and mandated materials

Negotiate and manage vendor contracts, evaluate vendor performance, and ensure adherence to SLAs and cost-effectiveness

Ensure compliance with HIPAA, CMS guidelines, and other regulatory standards; implement quality assurance and security protocols to protect member data

Develop and manage departmental budgets, monitor expenses, provide accurate forecasting and reporting, and identify cost-saving opportunities

Drive continuous improvement initiatives to enhance efficiency, reduce turnaround times, and improve member experience

Evaluate and implement new technologies for automation, tracking, and reporting

Responsible for oversight, management, development, implementation, and communication of department programs

Lead and mentor staff by managing all aspects of hiring, development, coaching, performance reviews, corrective actions, and terminations. Provide regular feedback through one-on-ones and performance evaluations, while fostering a culture of accountability and collaboration

Develop annual department budgets. Monitor spending versus the planned budgeted throughout the year and take corrective action where needed

Coordinate business activities by maintaining collaborative partnerships with key departments

Responsible for process improvement and working with other departments to improve interdepartmental processes. Utilize lean methodologies for continuous improvement. Utilize visual boards and daily huddles to monitor key performance indicators and identify improvement opportunities

Actively participate as a key team member in Manager/Supervisor meetings

Actively participate in various strategic and internal committees to disseminate information within the organization and represent company philosophy

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

Qualification

PrintMail operationsVendor managementHIPAA complianceBudget managementStrategic planningData-driven analysisLeadershipSituational LeadershipEffective communicationCollaborationStrategic Thinking

Required

Minimum of 5 years of experience in fulfillment, print/mail operations, or related field

Bachelor's degree required

Expertise in print and mail production processes, including vendor management

Strong knowledge of HIPAA and healthcare compliance standards

Proven ability to manage budgets and achieve cost efficiencies

Exceptional leadership, communication, and strategic planning skills

Experience managing large-scale, high-volume fulfillment operations

Familiarity with postal regulations and mailing optimization strategies

Ability to lead organizational change and implement innovative solutions

Preferred

Supervisory experience preferred

Experience in healthcare payer or regulated industry strongly preferred

Candidates with an associate's degree and 2 years of relevant experience, or a high school diploma and 4 years of relevant experience, in addition to the required minimum years of Work Experience will also be considered

Preferred area of focus: business administration, operations management, or a related field