signature BUILDING A LEGACY UPON WHICH WE ARE PROUD TO PLACE OUR SIGNATURE QUARTER TWO | ISSUE NO. 34 | IN FULL BLOOM in full bloom | verb | to mature into achievement of one’s full potential bloomlivinginfull featuring The ALOHA Experience Meet The 2021 OSPAR Winners Six Tips To Keep Blooming In Your Career A Signature Spotlight: An Uncommon Edge
2table| of contents | issue ... 04 06 12 17 Inside this From the Desk Of Allen Fredrickson Living In Full Bloom Six Tips yourBloomingforinCareer 2021 OSPARAnnualWinners The ExperienceALOHA 14
18 20 21 22 24|table of contents Using PsychologyPositivetoStayinFullBloom TransformingHealthcare Signature Spotlight: An UncommonEdge Word on The Street A PartnershipBloomingwithRaikesSchoolofBusiness
In his infamous book, “The Seven Habits of Highly Effective People,“ Steven Covey explained that he believes one of the key habits of success is to begin with the end in mind. It’s an exercise I have found to be incredibly valuable throughout the years. By reverse-engineering my goals, I can envision what the finish line will look like and better determine the best course to get there. One way I do this is by writing a story or letter as if it is December 31st, and it tells the story of the impact I made in the past year. So, for this issue of Moments, here’s my letter to future Signature - a celebratory letter written to you…to Dearus. Signature Performance: Years ago, we saw a challenge that needed a solution. Healthcare costs in the United States were some of the highest in the world but our health outcomes didn’t follow suit. Healthcare administrative costs were 40% of the total cost of healthcare, and we were compelled to act. Now, because of our collective efforts, healthcare administrative costs account for 20% of the total cost and we believe this to be a healthy amount. By achieving this, hundreds of billions of dollars EVERY SINGLE YEAR are saved to lower costs or be allen
From the desk of from the desk of EXECUTIVE OFFICER
fredrickson
allen fredrickson | FOUNDER AND CHIEF
4 |
Signature is known throughout the United States as the foremost healthcare administrative firm. The firm that successfully tackled healthcare administrative costs and burdens in an uncommon way and made a difference in tens of millions of lives. Providers are focusing on care. Patients on their well-being. With greater efficiency and less waste, health systems are focusing on innovation and cures for diseases. The United States is the world’s gold standard for healthcare. We improved access to care, the quality of care, and made the cost of healthcare in the United States Signature,affordable. we accomplished these great things by having a powerful mission and vision. Then, we made it happen by bringing to together amazing talent inspired by our mission and fully embodying our values of integrity, respect, courage, and passion. We impacted our communities through service and generosity. By advocating for the vulnerable, and by standing firm for equity for all people. We made the lives of those we work with better by creating an environment where everyone who is part of the Signature community has the opportunity to show up as their whole self. We celebrated how our diversity fuels innovation, ideation, and creativity. A place where everyone knew they belonged. We stuck together in the good times and the more challenging times by clinging to our mission and living The Signature Way. We bound together and collectively achieved immeasurably more than we imagined we could do. If we told our individual stories, we would talk about lives changed, passions ignited, and an industry that was transformed for the better. A story of uncommon people coming together to make an impact. Leaving a legacy we are proud to place our signature on. Ready for the next mission, I’mAllenglad you are part of our powerful story of improving the health of our clients’ business and making the lives of those we work with better. I love that we can bring this vision to life and more! My hope is that this “future letter” ignites your passion for the work we get to do and shows what’s possible together.
What would you write in a letter to your future self? Carpe Diem, Allen Fredrickson | from the desk of allen fredrickson “let all your efforts be directed to something, let it keep that end in view.”-seneca
| 5 put back into healthcare in a much more positive and impactful fashion. And the burden that strangled providers and patients has been greatly reduced to an acceptable Today,level.
I wanted to spend my money on something that would give me more than just a few good days of pretty table decor. So I veered over to the plant section (yes, plants and flowers are different). I found myself more excited to buy a plantspecifically, a money tree, known to bring its owner good luck and fortune…and
I frequent Trader Joe’s for my groceries. If you ask me, you really can’t beat their prices on fresh produce and not be tempted by their ever-changing variety of cheeses and frozen meals. But one thing that always catches my eye at Trader Joe’s is the floral arrangements. You’re hit with flowers the moment you step into the store (well, at least my location). I often find myself gravitating towards their beautiful and bright arrangements. They’re perfect. I just need to add water in a vase at home to enjoy their blooms. And that’s about as much as my “green thumb” can handle. But this week, I found myself uninspired by the pre-made arrangements. I was feeling bummed that I knew any of the arrangements I’d pick would wilt by the time the weekend came.
living
6 LIVING| in full bloom |
BY: KAYLIE HONZ | INTERNAL COMMUNICATIONS COORDINATOR III in full bloom
A plant’s growth cycle is a lot like your own career. Any growth must first start with a solid base. And for a plant, that means healthy, rich soil. A plot where the seed can freely plant its roots in. It is unlikely to prosper if you are planted somewhere with unhealthy or toxic environments. Next come the seeds. The seeds are planted, they start growing their roots underground, and often are not realized by a common spectator for weeks, months, or even seasons to come. The seeds and roots need time and patience to be able to prosper when it’s their time to shine as a bloomed plant. Once a plant has sprouted, its small but mighty body needs nurturing to continue to grow, flourish, and survive. It relies on external forces - like water and sun - to aid in its growth. And finally, when a plant reaches its highest bloom - its fullest potential - it stands tall and beautiful. Of course, a plant’s growth cycle can be defined much deeper than this synopsis, as can your career. There are many pivotal moments, defining milestones, and cornerstones that make up your professional journey. But if you are able to focus on these three critical stages of your career, you will find prosperity and “living in full bloom” is just a bit more tangible.
| 7 | LIVING in full bloom even more specifically, it’s a “fool proof plant” as it just needs 2 tablespoons of water a week to survive. The plant was exciting because I knew, if I took care of it, I would have something to enjoy for monthsmaybe even years - to come. I could help nurture the plant to grow, rise tall, and be in full bloom. And this sort of mindset of nurturing, longevity, and thriving got me thinking about my career. Don’t you love how something as simple as grocery shopping can lead to something more inspiring?
It has been at Signature where Rachael has felt like she’s finally somewhere she can thrive. In her short - but mighty - tenure, Rachael has earned a promotion to a Lead position and is currently a part of the 2022 class of Emerging Leaders. She’s more confidently raising her hand and trusting that she can ask more of herself.
Rachael Lewis, CAEC Customer Service Lead, has been with Signature for just over one year and feels incredibly fortunate she didn’t settle on hoping she’d eventually bloom where - at the time - she was planted. “I unfortunately didn’t have the most amazing experience starting off my career. For lack of better words, my work environment in my prior job was toxic. The quotas, ethics, people… put together, all of it was too much. It was taking a significant toll on my mental health. As a mother of a teenage daughter and as a military wife, I knew I could not let myself settle for this to be my ‘normal’. As vulnerable and scary as it was, I started looking for a fresh start in my career. I had my doubts… ’Is the next place going to be the same?’ ‘Will someone see the potential in me?’ ‘Do I have what it takes?’”
GOOD SOIL
“Signature has been a place where - for the first time - I can trust and enjoy my colleagues. I am so thankful for so many working relationships I’ve already made in just a year. The people here are genuinely positive, encouraging, and inspiring. My first manager, Blake Eilers, has left lasting impressions on me. From the beginning, she’d tell me I had a promising chance here if I kept up my strong work ethic, positive attitude, and kindness. I’ve been making sure to bring those attributes with me each day I show up for Signature, that way maybe others feel inspired to do the same.”
“It is truly amazing what positivity in the workplace can do for your mental wellness, morale, and goals. The people here are really what makes Signature the place where I want to bloom. We are all capable of multitudes of success, and the people here know that. We all have this sense of comrade and are excited to watch each other achieve career victories.”
“While applying for job after job…I stumbled upon Signature Performance. I read the mission statement on the website and immediately knew I wanted to learn more. I was graced with a chance for an interview, and in that experience, Signature gave me a chance for the fresh start I so desperately needed. Getting to experience Signature for myself is exactly what I needed for planting my roots in a healthy career worth investing in. I came into my role with quite a bit of self-doubt. One might say, I was stuck in a ‘fixed-mindset.’ I’ve slowly been crawling out of that mindset and really focusing on the pure joy and opportunity that is so apparent here.”
The saying, “bloom where you are planted,” is a fair and optimistic outlook on any given situation… until it’s not. Quite frankly, if you know you are somewhere you won’t bloom and you won’t be happy…why would you not go see if you could bloom somewhere else?
“You aren’t going to grow in a bad spot, you’re
- shelby yost
8 |
Shelby shared she eventually was thankful that the level of responsibility that came with being an Operations Manager didn’t happen for her the first time…or even second or third time…that she applied. Throughout her several interviews with disappointing outcomes, Shelby didn’t give up. She used the constructive feedback as motivation and guardrails of how to take charge of her career.
going to end up staying stagnant. Good soil - such as Signature - gives you hope that in the future we will all be positive influences on each other and an unstoppable team.”
i knew i would want to work my way up to a management role, but what i didn’t know is how i needed to grow before i could get there.
Shelby joined Signature as a Claims Processor. “I knew I would want to work my way up to a manager role, but what I didn’t know is how I needed to grow before I could get there.”
Shelby took a moment to pause and reflect on her career and life. “I didn’t want to exhaust myself with being disappointed. Instead, I chose to take a break from applying for promotions, seek out some constructive mentorship and guidance, and focus on me. Then, I knew, if I gave myself ample time to develop myself and trust the process, I would reap the benefits of staying agile and patient.”
She explained she took her pause in applying for promotions to seek out advice on how to better herself. Shelby especially paid tribute to her open
BE PATIENT I saw an illustration once and it has since played in the back of my mind. It was a drawing of a blooming rose plant and it was complimenting a different, smaller tulip plant, saying “I love your petals!” The tulip plant replied saying, “Thanks! I feel like I’m blooming way slower than you, though.” And the rose plant replied saying, “We’re different flowers, Wesilly!”are all on our own career pursuits. Each with different milestones, timelines, setbacks, and goals. The strongest, most resilient people know that good things take time. An important point to realize is that you may not physically see someone’s growth and development at first. It happens slowly, and surely. With time, someone can take on a transformation that sets them up for their career aspirations. Operations Manager, Shelby Yost, found this to be true in her long pursuit to get to where she is today. Shelby has been with Signature for over four years and has recently been recognized with the 2021 Annual OPSAR in the Performance Category.
LIVING in full bloom |
Shelby’s successes with Signature are attributed to much preparation, practice, and hard work. Before her promotion and award, Shelby learned what she would need to do to get to this level in her career, after being declined for a promotion on seven different occurrences.
2. What more can I do for our team?
3. What I am doing that could use improvement?
Once a plant’s seed has sprouted above ground, the work isn’t over. That delicate bud is going to need more nurturing - watering, sunshine, and other external forces to aid in its growth. The same goes for your career. Merely showing up each day isn’t quite enough to be able to fully bloom in your career. You will need to seek out ways to make yourself better, those around you better, and continuously tap into your strengths and passions.
“For where I am at in my career right now, I am really focusing on understanding other people and how to effectively work with people. We are all so unique - different strengths, experiences, passions - so it is really interesting for me to see how we can all come
Thanks to the commitment Shelby made to better herself, she finally landed the well-deserved promotion to Operations Manager. Her journey took patience, self-reflection, vulnerability, and the determination to continuously get better. Now, she knows that she has the skills to bring meaningful work to her role; and just as important, she has what it takes to nurture and develop those she leads.
1. Where can I grow in my current role?
When you speak with Chelsea Moses, Provider Experience Lead, you quickly learn she is very much in the learning and nurturing mindset. “I think it is such a gift that Signature says they prioritize growth and development…and they actually mean it.”
Another professional development exercise that aided in Shelby’s journey to landing her promotion to Manager was doing Mock Interviews. “Nothing prepared me more for my next round of interviews quite like Mock Interviews did. This exercise really helped me step back and think about my applied knowledge, how I wanted to sell myself, and tap into my strengths. By the time I got into a real interview, I felt so prepared and confident! It felt good to end an interview with a smile on my face, knowing I did my Withbest.”the time Shelby took to focus on her growth, she was ready to apply for a management position for the eighth time. She shared this interview felt far different than all the priors, because she knew she was truly ready. Shelby got the call she had be long waiting for after this interview - she was offered the promotion! “By this time, I knew I was capable of what was truly needed from this level of position. A manager title isn’t just a check mark on your career list, like I had originally thought. I was in the wrong mindset. Now that I’ve taken the time to be in a growth mindset about it, I understand what’s asked of me in this meaningful role.”
| 9 | LIVING in full bloom and professional relationship with her manager, Todd “ToddCarroll.hasbeen a tremendous mentor for me as I shape my career. I wasn’t afraid to go to him after each of my interviews to get feedback on what I could do better next time…what I could be working on in the meantime. You can’t be afraid to ask for constructive feedback. If you breeze over areas where you could improve, you’re not going to better yourself. While it may seem intimidating to have a conversation about your areas of growth and development, I encourage everyone to try to find the confidence to spark that conversation. Not only is it going to make you better as a professional, but it makes Signature better, too.”
NURTURE WHAT YOU GROW
Chelsea joined Signature just over half a year ago. With her career background centered in the United States Airforce and as a mother of 2 (and one on the way!), Chelsea was eager to grow in new ways at Signature. “With my background, I have such a wonderful and unique experience and skill-set; however, there is still so much I can learn and develop. And that really excites me.”
Shelby’s favorite questions to ask in one-on-one meetings with her Manager:
together for one common purpose. I am quickly learning, whatever I do to better myself in my role at Signature - whether it be a coaching session with my manager, joining Emerging Leaders, chatting with my mentor - it often makes me better outside of work as well. We are not just our job titles, we are humans with lives outside of what we do from 8-5; and knowing that everyone I am surrounded by here understands that is really encouraging.”
chelsea moses
STANDING IN FULL BLOOM
10LIVING| in full bloom |
rachael lewis shelby yost provider experience lead caec customer representative lead operations manager
Your professional journey is your journey. It will take a personal commitment to ensure you are setting yourself up successfully to bloom into the best possible version of who you can be. It takes a healthy environment, time and patience, and the continuous curiosity to always learn more. Opportunities don’t happen, you create them. Are you standing in full bloom?
The resources, people, and opportunities that present themselves to you are powerful. Absorb anything you are able to learn and find a way to apply it to your own career, or be a powerful force by sharing it with others.
One of the most rewarding ways to grow is by learning with someone else. “There is always something to learn from someone else’s wins. Don’t be discouraged if you see someone advancing at a different rate than you; we all have our own path to our own success. If success looked the same for every person on this planet, life would have come with a recipe on the back of the box.”
Meet associatesfeaturedour
Chelsea shared this mindset is what really helps her stay encouraged to continuously reach for new opportunities. Recently, one of her biggest growth opportunities was getting accepted into the 2022 class of Emerging Leaders. “Of course the learning curriculum has been instrumental in how I approach my role; but what I didn’t realize is how powerful the connections would be. We have the opportunity to connect with different people in every sector of our business and really learn how each of our roles play into the bigger mission we all serve.”
| LIVING in full bloom Roses do not bloom hurriedly; for beauty, like anytakesmasterpiece,timetoblossom.”MatshonaDhliwayo | 11
12 | six tips for blooming in your career | in your career
The business environment is ever-changing. In order to stay relevant and continue to bloom in your career, it is important to pursue new learning opportunities. Exposing yourself to new situations will allow you to grow both personally and professionally. Before you can begin to grow, you must change your mindset and possibly disrupt your daily routine, keeping in mind that positive change leads to positive Theregrowth.are many ways you can push yourself to bloom in your career. Where do you see yourself in 10 years? 20 years? What does it mean to you to have your career in full bloom? Reflect on these tips and see how you can implement them in your life and in your career. Continue watering the plant that is your professional career and you will see how beautiful the bloom can be. Seek out new opportunities learn to delegate have a growth mindset find a mentor adapt to your environment teach yourself a new skill TIPS TO KEEP BLOOMING
Have a growth mindset
in your career
It can be easy to get comfortable in your role and become complacent or stagnant. In order to keep blooming in your career, take it upon yourself to find new learning opportunities to continue growing and developing. Try taking a class at a local community college, on LinkedIn Learning or on MasterClass. Perhaps you teach yourself a new, unique skill that could improve your performance at work. Exposing yourself to new experiences and learning opportunities could be the push you need to take your career to the next level. Learn to delegate Learning your limits and knowing when to delegate some of your workload is one of the best ways to advance in your career. No one person can be perfect at everything they do. Many people credit their success to learning a healthy way of delegating duties to others when the opportunity presents itself. This doesn’t mean pushing all of your work onto others, rather, it means finding more opportunities for collaboration and learning to lean into the strengths of your coworkers.
Adapt to your environment
| 13
| six tips for
Navigating the COVID-19 pandemic has caused a shift in the way we think and feel about conducting daily business. More people than ever are working from home, while others still prefer being in an office environment. Maybe you would experience performance improvements by simply relocating to a new desk? Or maybe it’s slightly shifting the focus of your position that would make a positive impact on your work. Determining what works best for you is important to keeping your career in full bloom. teach yourself a new skill
Find a Mentor Identify someone who is willing to give you valuable advice and guidance. Having someone in your life with more experience, who you can bounce ideas off, and who can assist you in making the right decisions for you and your career can have a great impact on your overall success. Find a mentor who is willing to dedicate their time and knowledge to you and someone who genuinely is rooting for your success. You never know where a new connection could lead you!
People who have a growth mindset understand that by constantly learning and developing, they can take their careers farther than those who stay stagnant. Growing and expanding your knowledge often means you will get feedback along the way. Learning how to reflect on feedback in a positive way by letting it push you to accomplish bigger and better things is one of the key aspects to having a growth mindset. Having a positive outlook on your career and on your life will never steer you in the wrong direction.
seek out new opportunities In order to keep blooming in your career, you should never stop learning. Look for opportunities to attend conferences and webinars. Keep a running list of books that have been recommended by friends or maybe even your manager. Perhaps this means stepping up and raising your hand to work on a new project or maybe it means you say “yes” to shadowing a coworker to see what a day in their life looks like. Seek ways to challenge yourself and never stop trying new things! blooming
Aloha
Recently, 60 Signature Performance Associates participated in the first round of the ALOHA Well-Being program. This program is a unique example of how Signature goes above and beyond to care for its TheAssociates.ALOHA framework of well-being is designed to cultivate and maintain the necessary mindset, motivation, and method, which enables one to build and broaden a sense of overall well-being, resiliency, and happiness. Each day for 40 days, learners engage with a short video or learning opportunity with Chief Experience Officer, Mark Mathia. Then, they complete a related activity to put their learning into action. Associates expressed a variety of reasons for wanting to participate in the “Myprogram.manager, Ashley Vargo, some members on our team, and I had talked about doing it together and comparing notes,” Provider Experience Lead, Stefani Samuels said. “I’m learning so much right now in Emerging Leaders about leadership and being stretched. I loved the idea of taking a few minutes every day to address well-being and the balance between what I’m doing personally and professionally.”
14 | the aloha experiencethe|
"When the program launched, I had just started at Signature," Graphic Design and Production Specialist, Andrew Hershey said. "I was already thinking about where I am in life and what I want to accomplish in the limited time we all have. The ALOHA program seemed like a great way to reflect on this and gain clarity." Achievement: Doing hard things with success typically by motivation, talent, and courage. We start the program with Achievement because accomplishing tasks - even small tasks - can lead to greater motivation, success, and happiness. We know that feeling successful is a big component of experience
Others: Cultivating relationships and building community. In this section, Associates learned about how to find and identify a trusting community of people who can support, empower, and challenge them to greater overall Onewell-being.activity in the program asked participants to identify five to eight individuals who are their board of directors. “I struggled with finding my board of directors,” Robertson said. “I’m a very private person, so that was difficult, but it was a good kind of difficult. It made me step back and think about who my go-to people are personally and professionally.”
Then, participants reflected on how their personal mission will leave a lasting impact. “The legacy section was my favorite,” Administrative Assistant II, Jeannine Robertson said. “I especially liked the visual of planting seeds and writing down what your legacy will be. That was a powerful day for me.”
This section also includes activities to help Associates find trusted friends at work and connect with people who have diverse perspectives. Health: Caring for the whole person: body, mind and spirit. Of course, well-being and health go hand-in-hand. We even have an Associate Resource Group at Signature Performance called the Health and Well-Being group. So it makes sense that a section of the ALOHA program is focused on
Inhealth.this section, participants considered their physical, mental,
thinking about their goals was a program highlight for many participants. "I thought it was helpful to take time and focus on the larger goals of your life and where you want to be," Hershey said. "It can be easy to push off thinking about it, and then you don't do it. The Aloha program offered several tips to make the planning process less daunting and prepare for obstacles before they come up." Legacy: Living your larger purpose to make a difference. Many businesses and organizations express the kind of legacy they want to leave through their mission statement, core values, and visions. In the ALOHA program, Associates were challenged to think about their legacy as individuals by crafting their own mission statements and identifying their personal core “Ivalues.especially enjoyed the lesson on writing my own mission and determining my core values,” Claims Processor, Andrea Dabney said. “My mission is to be an inspiration and example for family, friends, and coworkers. Everything is possible. And my core values are family, growth, health, fitness, and adventure.”
| 15 | the aloha experience overall well-being. And we also know that success is more than just a completed to-do list. “I really loved the different methods that were discussed for replacing your to-do list with something more effective,” Samuels said. “This section showed me more effective ways of tackling my goals. I was inspired on a personal level, too. I know if my home isn’t organized, my life isn’t Intentionallyorganized.”
New 40-day sessions begin on the first Monday of each quarter. If you would like more information, contact Morgan Sammons msammons@signatureperformance.com.at:
16 | the aloha experience |
Those who completed the program found it valuable both personally and “I’mprofessionally.sogladI did it because I’m at a time in my life where I'm ready for changes,” Robertson said. “I want to see changes that are unexpected and exciting. I needed it and it was nice having this through work. It came to me at the perfect time.”
While you’re working hard on your goals, caring for your health, cultivating relationships, and considering your legacy, it’s important for your wellbeing to also relax and have fun. This is where Adventure comes in.
The lessons learned through the programs are now a toolkit that Associates can pull from when they are feeling a need to improve their “Thiswell-being.program allowed me to take some time each day to focus on myself, my goals, my family, my work, and my overall well-being & happiness,” Dabney said. “Usually we are too busy with our lives to stop, take a breath, and regroup our thoughts. This program gave me tools to do so.”
Even participating in the ALOHA program was a great example of stepping outside of a comfort zone for some. “I work from home and don’t socialize or connect, so I wanted to step out of my comfort zone and connect with people,” Dabney said. How this program affected Signature Associates’ well-being
“The Adventure section is really cool,” Samuels said. “It was a fun one to stop and let yourself have an adventure. Even just dreaming about an adventure was fun.”
Stefani Samuels Provider Experience Lead Andrew Hershey Graphic Design/Production Specialist Andrea Dabney Claims Processor Jeannine Robertson Administrative Assistant II
meet our featured associates: emotional, and spiritual health, as they each relate to overall well-being. “I go to the gym every day,” said Dabney, “but I needed that little extra to push myself toward that healthy lifestyle. This program helped me focus more on my big goals.”
Interested in learning more about the aloha program? “Give yourself a few minutes every day to do this,” Samuels said, “because those few minutes have such a pay off so you can put your wellness first and accomplish your goals. Starting your morning with ALOHA is great for your mindset. Instead of thinking about how tired you are, you’re thinking about the adventure you can have.”
Adventure: Acting on unusual or exciting growth opportunities that exist only outside of your comfort zone.
| 17 ray myers Sr. Manager of Facilities Outstanding Service heather searls Operations Manager Leadership rebecca schaffer Human Resources Manager SPMG Excellence shelby yost Operations Manager Performance morgan sammons Sr. Instructional Designer Rising Star linda arnst Transition Services Specialist Innovation Recognizing a job well done is an essential part of our culture. That is why we instilled our Outstanding Signature Performance Associate Recognition Award program in 2010. Twelve years later, we are still blown away by the level of impact our Associates make within and beyond their job descriptions. These OSPAR recipients embody our values at the core. Courage, Passion, Integrity, and Respect shine in their work every day. With this coveted award, our 2021 Annual OSPAR winners exemplify what it means to make an impact. They embrace the Signature Way by asking more of themselves, others, and beyond. annual ospar winners | 2021 annual ospar winners meet our 2021 teamwork | the claimsxm team Alyssa Miller Systems Security Mgr. Amanda Mason Production Support Lead Barbara Raftrey Business Analyst Cassie Schnackel Systems Administrator II Chris Woodhouse Dir. of ClaimsXM Cory Dobak ClaimsXM Technical Analyst Cynthia Henry-Evans Software QA Engineer Daphne Freese Sr. Production Support Mgr. Dianna Stoermer Sr. Production Support Mgr. Don Udhus Sr. Software Developer Ginny Lockard Sr. QA & Training Mgr. Jaclyn Garic Mgr. Project Management Office Jason Smith Data Analyst III Jay Turco Software Quality Assurance Lead Jeff Kondash Dir. of Facets Jennifer Betz Facets Training Lead Jenny Mcatee Project Mgr. II Joel Thomas It Development Mgr. Kelly Mcintosh Business Analytics Mgr. Kelsey Gordish Production Support Lead Kris Mitchell Production Support Lead Kristin Lafave Benefits Analyst Kywana Mumphrey Production Support Lead Malcolm Tucker Facets Configuration Analyst Marcella Melson Pricing Analyst Marina Flores-Hartman Business Intelligence Architect Mark Drent Sr. Production Support Mgr. Mark Waring Production Support Lead Marta Schrock Dir. of Information Security Nichole Hodges Production Support Lead Nick Baebler Facets System Administrator Nick Larson Systems Administrator II Nick Miller Sr. Production Support Mgr. Pascale Sauveur Pricing Configuration Analyst Penny Crockett Facets System Administrator Penny Eilders Dir. of Contracts Administration Petrina Kamara Pricing Analyst I Phillip Anderson It Security Analyst Pixie Marcus-Xavier It Security Analyst Robert Von Bommel Business Transformation Consultant Scott Cover Production Support Lead Shane Lenagh Sr. Software Developer Shasta Johnson Dir. Project Management Office Susie Frye Production Support Lead Tessa Cruz Production Support Lead Tina Moran ClaimsXM Systems Administrator Tina Tuomikoski ClaimsXM Support Technician Travis Starkey Production Support Lead Win Evans Iii Database Administrator Zachary Appley-Leo Systems Security Lead
fulltoPsychologyPositiveusingstayinbloom
Happiness at work? For some, that sounds like an oxymoron. But it’s more than possible. At Signature, it’s intentional. At Signature Performance, we believe in order to love our lives, it starts with loving our work. We sat down with Chief Experience Officer and certified positive psychology coach, Mark Mathia, to talk about how we can use positive psychology research to increase our happiness at Signature Performance.
“Positive psychology is the study of positive emotions and well-being as they pertain to individuals and organizations,” Mathia said. “Some research suggests that 50 percent of our happiness is genetic. Beyond that, happiness is in our control. We choose how we interact with the world. For example, when you’re going through change, do you dwell on what’s broken, or do you dwell on the opportunities it presents?”
18using| positive psychology to stay in full bloom |
is one example of an intervention that someone can use to increase happiness. Associates with the 2022 Signature planner will notice a space on each page to write a daily gratitude. This is because positive psychology research shows that when individuals are instructed to list their gratitudes daily, there is increased activity in the part of the brain associated with happiness.
“We measure our organizational well-being through our Associate engagement,” Mathia said. “An organization’s results will match their Associate engagement level. When we’re bringing our best selves to work, our clients will feel that. Organizationally, our goal is helping everyone clue into the mission of serving healthcare.”
Positive psychology studies the tools and strategies we can use to increase what’s great, instead of fixing what’s wrong.
Beyond those we work with, many Associates find happiness from the people we serve. “The Veterans make me happy,” said Bilingual CAEC Customer Representative, Mary Carino. “I love helping them and their families. I love the feeling that at the end of the phone call that I have made them less nervous and scared. I love to hear them smile through the phone. I also like to let them know that they are not alone during their tough time. We are here for them any time they need us.”
Positive psychology research shows that emphasizing what makes you happy will increase your happiness even further. For example, if you also find happiness from the people you work with, find ways to connect with other Associates regularly. Maybe join an Associate Resource Group, attend a Signature YOU live class, or message your teammates to say hello.
| 19 | using positive psychology to stay in full bloom
Another great example? Strengths. Signature Performance offers the Clifton StrengthsFinder Assessment to all Associates. This assessment measures your natural patterns of thinking, feeling, and behaving so you can leverage them for greater success. Once Signature Associates have their results, they can participate in live or digital classes, or receive 1:1 Strengths coaching with one of our inhouse Gallup Certified Strengths Coaches. Did you know that happy coworkers help us all? According to Shawn Achor, author of The Happiness Advantage, a company with happy employees could increase their sales by 37 percent and productivity by 31 percent. These factors contribute to a high performing culture and improves the quality of life for all who are involved in that culture. Here’s a challenge for you: Ask your colleagues what makes them happy at work. “Some things that make me happy at Signature are my work environment, the attentiveness of my trainer and leads, and the sense of community I feel here,” said Provider Experience Representative NaLecia BeaugardWhite. “This has been one of the most inviting and upbeat places I have worked. Everyone seems genuinely happy to be here. All of the trainers and leads are knowledgeable, eager and happy to help and that pushes me to do a great job. Even when I don’t feel like I’m doing so great or retaining the information they jump in and let me know that I’m doing great and I’m still learning so it’s ok. I love that there’s always someone to lean on if I need help so I don’t feel lost and uncomfortable. I feel supported here and that is very important to me in a work environment.”
The happier our Associates are, the better we’ll be as an organization, and the more effective we’ll be for the clients we serve.
“Everyone has a baseline of happiness,” Mathia said. “Once you understand your happiness baseline, you can add appropriate interventions that lift you up. You know when it’s working because it brings life and energy and Gratitudeflow.”
- Jason Smith, Data Analyst III start listening today!
so What is The Signature Edge? Have you had the chance to download, listen, and subscribe to Signature’s very own podcast, The Signature Edge? Our inhouse leadership podcast is designed for you, bringing valuable information straight to your favorite podcasting app every other EachMonday!episode has hosts Mark Mathia, Amy Hennings, and Chris Woodhouse guiding listeners through what makes our people and our culture uncommon. Conversations can get deep, tackling how to make the biggest impacts in your leadership, on your teams, how to live our the ‘Signature Way’ and how to connect to our mission to reduce healthcare administrative costs and burdens. Why A Podcast?
But You Don’t Have to Take Our Word It...
- Shaloe Nations Hodges, Project Manager I
Every episode of The Signature Edge breaks down relatable topics that I can use, even outside of work. Mark, Amy, and Chris provide a copious amount of useful information you can apply right away, not just to what you do, but how you do it. It makes me want to intentionally be the best version of myself!
To find our latest episode, head over to Apple Podcast, Spotify, or Google Podcast and search for ‘The Signature Edge.’ Don’t forget, new episodes drop every other Monday!
meet our podcast hosts amy hennings VP of Organizational Experience chris woodhouse Director of ClaimsXM Mark Mathia Chief Experience Officer signature spotlight: an uncommon edge | an uncommon edge signature spotlight:
The tagline “discovering an uncommon me” resonates throughout the hosts and guest’s conversations. Personal development in life and business is the key focus while encouraging the listeners to live their best life. How could I not grow with topics like these! I encourage everyone to listen - it’s leadership at its finest and you can’t help but grow as you listen.
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To connect with you! We think the podcasting format is a great way to communicate big ideas and get our organization thinking about what’s next. The healthcare industry is going through some massive transformations, and the aim of the podcast is to keep you up to speed and looking forward to the cutting edge of our Andbusiness.it’sa conversation. The Edge regularly features conversations with Associates from all corners and departments throughout the organization. It’s a great way to plug into the experiences of other Associates, gain a new perspective, and learn what motivates others at Signature to perform at their best. Did we mention each episode is only about 20 minutes long? A bite-sized chunk perfect for your commute, an afternoon walk with the dog, or even folding your laundry, or making a quick dinner!
kimberli hernandez | bilingual provider experience representative
Personally being ‘In Full Bloom’ means accepting new challenges. My goal is to bloom into a leadership position with Signature. One way I am working towards my goal is by participating in the SPARK Partner Program. We connect with new Associates and have the chance to sit sideby-side to help them feel more confident before taking their first call on the floor. Together, as a team, we serve the healthcare industry and the thought of making an impact for both providers and veterans is very fulfilling to me.
What
Heather Amegbeto | ChampVA Lead
| 21 | word on the street
“I see myself and my career in full bloom because I am thriving and feeling proud of the work that I do and the quality of my work. Signature has given me the opportunity to show my full potential and get to where I am now in Quality Assurance throughout my time on the team. I feel like I have a true purpose working for Signature and love that I get a chance to give back to the veterans and providers in our community.”
word on the street does Being In Full Bloom in your Career to
kaitlyn christenson | qa specialist
Mean
“For my career to be in full bloom, I see myself in a position where I can continue to help guide the company to be fully compliant with all regulations and best practices, while being efficient in our processes and still welcoming and supportive of our associates. I do not know if the position that would enable me to do all these things at once currently exists, and if it does not then fully blooming would mean successfully creating a new role to step into which will allow me to do all those things and more.”
“To me, being in full bloom means that I am always blossoming and looking for ways to grow.
You?
zachary appleby-leo | system security lead
When I started at Siganture, I felt like I was learning something new around every corner with ChampVA. When I felt comfortable with the knowledge I had gained from my previous role, I decided it was time to apply for the ChampVA Lead position. With this current position I am constantly learning something new, which I love! I love having the ability to share my knowledge with other Associates and watching them bloom into their full potential.
transforming healthcare | TRANSFORMING healthcare WITH POWERFUL TECHNOLOGY 22 |
Performance’s latest cutting-edge managed service is powered by highly skilled business leaders and streamlined technology. This service expedites the rate at which we can process, evaluate, and submit claims, which is once again just one of the many ways we are improving the health of our clients’ business. Since its initial launch in July 2021, ClaimsXM has adjudicated 5.1 million claims for the Department of Veterans Affairs. This has reallocated over 133,000 full-time employee (FTE) hours that can now be better spent handling other important healthcare administrative tasks at hand.
The impact felt by ClaimsXM has recently received national recognition that we are humbled and proud to place our signature on. “We undertook the ClaimsXM program to disrupt the healthcare market, reverse the trend of spiraling administrative costs, and strengthen the services VA delivered to our Veterans and their family members. We didn’t do it for the recognition; however, the achievements and the hard work of the ClaimsXM team are worthy of all the praise and recognition they are receiving,” Zach Fain, Chief Technology Officer at Signature Performance, said. The G2X Disruptive Tech Change Agent Awards recognize Federal IT and Consulting leaders and programs, from both industry and Government, who are working every day to take calculated risks and positively disrupt the Federal market. These individuals and programs are pushing the envelope and using technologies in new and disruptive ways in Federal IT and have a measurable impact on the culture and the important missions of the organizations they serve.
Chief Information Officer, Zach Fain, was recognized with the G2X Disruptive Tech Change Agent Award. Zach accepted this award on behalf of the entire ClaimsXM team. With Zach’s leadership and inventive approach to business, he ignites positive disruption as we serve both the healthcare industry and Government Agency.
| 23 | transforming healthcare Healthcare administration in the U.S. has stagnated due to the complexity of the processes and system. Signature realized the opportunity for positive disruption and has acted accordingly.
It’s exciting when our collective efforts that improve the health of our clients’ business and make the lives of the people we work with better are ClaimsXM,recognized.Signature
FedHealth IT has also noticed and awarded the program abilities for ClaimsXM. We’ve been recognized as a 2022 Innovation Award recipient for our managed service, ClaimsXM. This award recognizes and honors the Federal health technology and consulting community by celebrating programs nominated and selected by their peers for driving innovation and results across the U.S. Department of Veterans Affairs (VA), the Military Health System, the Department of Health and Human Services, and the Centers for Medicare and Medicaid Services.
Signature Performance has extensive experience navigating VA systems, building processes and tools to improve accuracy and productivity, and collaborating with VA leadership to ensure VA priorities are addressed. Our team offers unmatched VA organizational insights and in-depth technical knowledge, proven to be critical to the successful modernization of VA systems. This experience has allowed us to identify performance gaps and opportunities for improvement and execute ways to transform the VHA health ecosystem, all while being mindful of administrative burden on providers
G2X also awarded Signature with the Disruptive Tech Program Award for ClaimsXM for the datadriven approach that streamlines tasks and reduces challenges related to claims administration for the Department of Veterans Affairs. What makes ClaimsXM unique is the continued optimization efforts that occur post launch.
We admire Zach’s ability to routinely motivate his team and other industry leaders to see the bigger picture when it comes to navigating business processes and implementing technologies that not only lower administrative costs, but improve the experience of healthcare overall. Zach and his team highlight what is possible today in healthcare, but also how we are technologically ready and motivated to continue navigating the ever changing maze of healthcare in the future.
a blooming partnership: growing mental health resources through artificial intelligence
Our Provider Experience Center takes over 250,000 calls a month from healthcare providers, payers, Veterans, and Veterans’ family members. And each month, a portion of these calls come from Veterans undergoing crisis scenarios, which can involve suicidal or homicidal ideation. Signature Performance and the Department of Veterans Affairs recognize the harsh reality that suicide rates for Veterans is 1.5 times higher the rate of non-Veteran adults in the United States (2019 National Veteran Suicide Prevention Annual Report). Signature’s commitment to providing the best possible service to our nation’s Veterans extends to excelling and ensuring their safety – especially in these trying moments. We asked, “What’s possible?” when it comes to handling these sensitive calls and offering the most well-thought-out course of action to ensure Veterans are getting the help they need.
The inventive solutions and ideas born through this collaboration with the Raikes School are exciting discoveries that Signature is honored to continue developing.
we asked “what’s possible?” when it comes to handling these sensitive calls and offering the most well-thought-out course of action to ensure Veterans are getting the help they need.
24 | a blooming partnership |
Our Innovation Department led the charge on fostering an elite partnership with the University of NebraskaLincoln Raikes School through their Design Studio Program for the 2021-22 academic year. Throughout this university-facilitated partnership, Associates from the Innovation, Information Technology, and VA Operations teams had the opportunity to closely partner with five students in the Raikes School of Computer Science and Management. Together, they worked to develop a demo environment of an emerging technology that, when implemented, can drastically change the outcome of a call with a Veteran undergoing a crisis situation. The Design Studio team earnestly took on this project, knowing the inventive solutions could one day be bettering - or even saving - the lives of our nation’s heroes. Signature Performance gave the Raikes School Design Studio team the creative and innovative directive to develop a real time callflagging system that can notify Signature’s customer service representatives of crisis scenarios as soon as they occur, ensuring they have the ability and resources to identify and properly handle a crisis call. Furthermore, in conjunction with Signature’s stakeholders, the Raikes team identified the necessity for an escalation service that allows representatives to notify managers of a crisis situation at the press of a button. The newly developed live audio call-flagging system enables faster responses and new response pathways for Signature’s staff and management teams to properly handle crisis calls. Using a custommade deep learning model, live audio streaming server, and Microsoft Teams broadcasting addon, the system empowers Signature Performance Provider Experience Center Representatives to make quicker and more well-informed decisions to provide Veterans the best service possible.
W hat I love about the Raikes School is that it allowed me to be a part of a close-knit culture of intelligent, driven, tech-focused students with many opportunities for experiential learning. This is where I met Signature Performance and had the chance to work with other students on our speech-to-text service designed to detect crisis on calls. Signature’s level of dedication, support, gratitude, and understanding paired with my team’s camaraderie made for an amazing experience.” innovationmcguireintern
devin
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| a blooming partnership
26cheers| and anniversaries |
cheers Milestone Anniversaries
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Cheers to Provider Experience Representative, Grant Murcek for receiving special praise from a provider after a difficult call! The provider waited over 40 minutes to speak with a supervisor just to let them know how impressed they were with his service. “Grant was the most helpful, kind, and considerate person I have worked with in a long time! The service was top-notch!”
Rock on CongratulationsGrant! to our dedicated Associates who have gone above and beyond to continue their education by earning additional certifications and accreditations! Shaloe Nations Hodges, Project Manager I, celebrates being Prosci Certified as a Change Practitioner, Mason Younger, Director of Innovation Technologies has earned the Enterprise Design Thinking Practitioner achievement, Jossy Rogers, Project Manager II, is officially a Project Management Professional (PMP), Jenny McAtee, Project Manager II, has earned her professional certification of Professional SCRUM Master I and Chris Vairo, Chief of Staff, has been accepted into the global body for Chiefs of Staffs at the Chief of Staff Association. Way to go team!
A round of applause for Provider Experience Representative, Vee Wilson for receiving a KUDOS call from a provider who said, “Vee was phenomenal, exceptional, and one of the best representatives I have ever worked with at the VA. I was so impressed by how knowledgeable Vee was about such complex topics and I am beyond impressed with her performance! Great job Vee, keep it up!
Special shout-out for Eve Buettner, one of Signature’s Provider Experience Representatives. A veteran called in a KUDOS call to give special acknowledgment of how patience and knowledgeable she was while on the phone. “Eve was such a pleasure to work with. She is the first person who has treated me like a person and not just a number. My experience with her is the first time I’ve truly felt the benefit of the call center. She really listens and hears, doesn’t just answer the phone.” Thanks Eve for embodying the Signature Way and for being such a positive role model in the Provider Experience Center!
SIGNATURE MOMENTS IN FULL BLOOM 10250 REGENCY CIRCLE, SUITE 500 OMAHA, NEBRASKA WWW.SIGNATUREPERFORMANCE.COM68114LikeWildflowers;YouMustAllowYourselftoGrowin all the Places People Thought you Never Would. e.v
