signature BUILDING A LEGACY UPON WHICH WE ARE PROUD TO PLACE OUR SIGNATURE QUARTER FOUR | ISSUE NO. 32 | IN PURSUIT OF PURPOSE in pursuit of purpose | informal verb | a the act of passionately pursuing one’s intention or objective featuring in pursuit of purpose A SIGNATURE SPOTLIGHT: associate resource groups LEARNING WITH THE LINK: healthcare costs and how they impact patient outcomes
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16 A Signature View 24 In Pursuit of Learning 06 In Pursuit Of Purpose 17 Recommended Reads 18 The Purpose Of Our Mission 26 A Signature Spotlight - ARG’s 12 Word On The Street 20 Investing In Technology 27 Cheers and Anniversaries 14 Learning With ‘The Link’ 23 Live Well 22 7 Signs You’ve Found Your Calling From The Desk Of Allen Fredrickson04 in this issue 3
deskthefrom of fredricksonallen from the desk of allen fredrickson 4
The statement above is one of our tenants of the Signature Way. A grouping of principles that are a key pathway to success and thriving at Signature. Throughout 2021, I have witnessed time and time again how you have found a way. How you have entered into new frontiers of technology, implemented new and improved ways of serving our clients well, and making sure that we don’t settle for less. You have helped each other, stood in the gap for your teammates when they needed extra help, and put in the time to do a job done right. It’s inspiring and one of the many reasons I love Signature and our OneAssociates.ofthe statements above stood out to me. I will find a way to get the right things done. How do you know if you are working on the right things? When it seems like there are limitless things we could do, how do you know what you should do? For me, it comes down to knowing your purpose. At Signature, our purpose and mission has been the same since the firm started almost 18 years ago. Improving the health of our clients’ business and making the lives of those we work with better. Our mission has been a meaningful anchor in the firm since the beginning. And I believe it will not only help us create our future but give us a road map for getting the right work, the most impactful work, done with excellence. Whether the client you serve is internal or external, we all come together to improve the health of our clients’ business every day, to solve the biggest challenges with an ownership mentality. Recently, a new colleague in our Provider Experience Center discovered an opportunity to make an improvement. The VA’s VISTA program can be cumbersome and even difficult to use. On his fifth day of training, our new team member shared an idea and created a way to map ‘hotkeys’ inside of the program. We project this functionality will save five seconds per call we receive, which equates to over 85,000 minutes a year! Giving providers and extra 1,516 hours or nearly a year’s worth of time to do the work they are called to do...healing patients. That’s high-impact work! Our mission goes beyond improving our clients’ business; it’s also about making the lives of those we work with better. Whether that’s the Veterans we talk to each day, the teams we are a part of, or communities we live in, we want to make lives better. One of our colleagues was recently affected by Hurricane Ida, a Category 4 hurricane that caused widespread devastation in Louisiana, even affecting some of our teammates. A small group of Associates decided that they wanted to do something to help. They launched an internal, grassroots effort that raised over $2,400 and 68 hours of donated PTO. The money was used for people directly affected by the hurricane. Making the lives of the people we work with better. That’s impactful Thosework! are just a few examples, but I could name many more. What is your high-impact work?
How are you going to be a differencemaker as we finish 2021 and beyond? How are you going to take our mission and make the healthcare industry better? As we enter a season where gratitude, reflection, and celebration are at the forefront of many of our minds, I want you to know how grateful I am for each of you. I’m proud of the work we have been able to achieve this year together. I’m thankful that I get to be in the arena with such an impressive group of people. Carpe Diem,
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I will get things done. Winners get things done. Not only do they get things done, but they also make sure they get the right things done. Winners find a way. Where others are stumped, give up, settle for less… I will be a winner and find a way. I will find a way to get the right things done.
purpose in pursuit of BY: KAYLIE HONZ | INTERNAL COMMUNICATIONS COORDINATOR II in pursuit of purpose 6
YOU FIND PURPOSE BY BEING UNIQUELY YOU
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To my [pleasant] surprise, one of the latest trends shows that when it comes to careers, millennials (those born 19801995...currently making up over 50% of the U.S. workforce and anticipated to make up over 75% of it by the year 2025) are far more driven by purpose than the dollar amount they see on their paychecks. In fact, 94% of millennials want to use their skills to benefit a worthwhile cause.
What makes people want a job? What makes people want to stay at that particular job?
When turning to LinkedIn to find the latest employment trends, I didn’t quite know what to guess would be “trending” among U.S. employees. Perhaps a work from home flex model? Extra PTO? Development programs?
I found this statistic rather encouraging. It is a beautiful thing that so many people in our world want to, “Go into the world and do well. But more importantly, go into the world and do good,” as Minor Myers Jr. would say. At the same time, that statistic is a bit of a reality check. Am I using my skills for a greater good? What is my purpose, anyway? How do I uncover my purpose?
When you realize your strengths are as unique as your thumbprint, you can truly start to blossom into who you are. When you are able to anchor to what makes in
How do you know what makes something a good fit? Start by considering what you are best at. And you will need to look inward a bit deeper than “I am good at building PowerPoints.” Dissect this technical skill to uncover transferable skills. If you are good at building presentations, perhaps you are best at simplifying the complex, story-telling, capturing people’s attention, and the ability to read a room. These are skills that can be considered strengths and help you fulfill your purpose.
There are over seven billion people in this world, but still, there are discoveries, opportunities, and risks that are uniquely here waiting for you. What are your strengths? Gallup assures that uncovering your “strengths” - or, natural given talents - will help you live your best life...in your career, relationships, and everywhere else. Self-awareness is the first step of understanding your Gallupstrengths.research shows that people are happiest in jobs that feel like a good fit. Like a perfect pair of jeans or finding your life-partner, a worthwhile career, one that aligns with your unique purpose, has to feel like a good fit.
The thing about purpose is that it is not the destination at the end of a long journey. Oftentimes, one’s purpose is discovered along the way, while enjoying the journey. It is during the pursuit -- through selfawareness, vulnerability, and discovering what you are passionate about -- where you find your purpose.
Once you have picked who is seated at your table, lean into them first. Your impact will be greater, more intentional, and more tangible if you build the habit of leaning into your personal board. They are the ones who will help you uncover your passions...what makes you excited... what you are good at...essentially, these are the five people who are going to help you find your purpose.
you uniquely you, you will instantly feel more confident in your capabilities and have a stronger drive to make a unique, positive change.
YOU FIND PURPOSE WITH WHO YOU SPEND MOST TIME WITH Have you ever heard the saying, “You eventually become a combination of the five people you spend the most of your time with?” Well, that’s pretty spot on. So pick wisely. When I think about who I spend my time with, it is my partner, my parents, my best friend, and to round up, my coworkers here at Signature. So I suppose that’s a few more than five...but you get the point. When we reflect on who we spend our time with, it’s important to ask: Who are they? Are you proud of them? Do they inspire you to do more? Be Howbetter?dothey make you feel? A good guide to select this intimate group of peers is to visualize them as your personal board of directors. Imagine you are sitting in a beautiful boardroom, with a rich oak conference table, those big leather chairs you could equally rule the world from - or - take a killer nap in, and you are surrounded by these five people. They are eventually the ones there through every decision, pursuit, and goal you make in life. The people you want sitting at this table are your trusted peers who will listen to you, advocate for you, talk to you “straight-up,” and take chances with you. If you have a table full of these kinds of people, your purpose will become easier to realize and feel more tangible to pursue.
YOU FIND PURPOSE THROUGH WORKING It’s a beautiful thing when passion and work can come together. That is when an individual can effortlessly be motivated to excel in their role. Maybe, just for a moment… their passion is so strong that they even forget that their work also results in financial benefits Signature has the important objective of always ensuring Associates are seen, heard, and felt. One of the ways we are able to offer our voices is through the Associate Engagement Survey.
How are our Associates doing? What more do our Associates need?
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clarify your purpose. what is the why behind everything you do? When you know this in life, it is very empowering and the pathquitebecomesclear. " - jack canfield in pursuit of purpose 9
What’s going well? What’s not going so well? My favorite question on that survey is, “I believe my role has a direct impact on our mission of improving the health of our clients’ business and making the lives of the people we work with better.” Why is it my favorite question? It tells a beautiful story. Over the last several surveys, that question has sparked a 91% or higher agreeability score, meaning, more than 91% of our firm absolutely knows that what they are doing directly fuels our mission. We stand in a unique gap of healthcare that so many of our Associates have the opportunity to deeply resonate with the day-to-day work they are doing. A tenured Claims Processor who’s been with Signature for 16+ years shared the following reflection of how they find purpose in their role: “The work we do for Veterans has a profound impact on our society and is extremely fulfilling. It has been a joy to witness not only the growth of the company, but also personal and professional growth that my teammates and I have experienced. I look forward to continuing on this journey so our work can contribute to making a great impact. I am very grateful to be a part of an amazing team and great community that is driven by a passion for serving the healthcare industry.” Our Associates know their efforts are helping a Veteran receive the best possible healthcare, helping a hospital resolve a tedious claim, or moving toward our goal of lowering healthcare administrative costs. They know that with purposeful worth, our impact is felt ten-fold.
So what are you doing with the little white space that is left? What are you doing for you?
When you focus on what makes you happy, what you’re good at, and what can help others, you will naturally find your “Clarifypurpose.yourpurpose.
YOU FIND PURPOSE IN HOW YOU ENJOY YOUR WHITE SPACE In college, one of my favorite lifestyle and organization personalities, Emily Ley, did a series of content centered around the theme, “Enjoy the White Space.” Emily Ley is a custom agenda designer, author, and mother of three. So she knows all too well how lucrative and beloved that “white space” in your daily calendar is. We all know a daily agenda quickly fills up with a career, taking kids to school/activities, house chores, health and wellness, etc.
The hope is that your white space is a place where you can embrace being your best self. Whether that is using the time for what brings you the greatest joys and laughter, solving the world’s needs, advancing towards a mission that sets your soul on fire...whatever it is, your precious time that you have for yourself needs to be what you need.
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A state of complacency won’t lend itself to a purposeful life. Use the time that is unaccounted for exploring the specific, special things that you enjoy.
What is the why behind everything you do? When you know this in life, it is very empowering and the path becomes quite clear.” -Jack Canfield No matter what you pursue in life, your purpose will meet you where you are. So continue living the life you want to live. Your purpose is right there with you.
your purpose how to find
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Make sure the goals you set aren’t just items on a check list; the goals you set for yourself should leave you feeling fulfilled and wanting to do more. As we mentioned in the previous article, carefully pick who is seated at your table as your personal board of directors. Make the extra effort to surround yourself with positive, impactful people who share similar values or interests as you do. Challenge yourself to use your free time one night this week, or as we like to call it, “White Space” to do something that excites you. Learn about a new hobby, try a new activity, call an old friend. Enjoy your white space. “Finding your purpose” is more than a cliché or a long lost dream. It’s actually a pursuit that leads to a better, happier, and healthier life. The process requires plenty of self-reflection, listening to others, and finding where your passions lie. Here are a few tips that can help you get started to reveal or find your purpose so you can begin living a more meaningful life.
if happiness was a currency, what would i be doing? search inward. put purpose before goals. think about who is seated at your table. enjoy the white space.
Consider what truly makes you happy and focus on that. Don’t be mistaken, goals are necessary for a successful life. However, only focusing on short-term goals will not lend to fulfilling a purposeful, passionate life.
How would you be spending your Happy Dollars? How would you like to be earning your Happy Dollars? Seek out opportunities that only bring abundant joy. You will find your best purpose by focusing on your true self versus seeking out external factors that bring instant, but not long-lasting gratification.
streettheonword costs?administrativehealthcareloweringofvisionourpursuesignaturehelproleyourdoeshow word on the street 12
As the developer/system administrator for the STARS/Artiva platforms it is vital that I look at how the systems can help lower overhead costs for all areas at Signature. These systems run scheduled jobs automatically without the need for human interaction, thus lowering staffing costs. I feel the key to success is looking at the entire system as a whole to try and understand what can be turned into an automated routine. Automation can be very hard to bring to life, but certainly is the most rewarding part of my job when I know it is saving costs and making the lives of the people we work with better.
avarey brown - human resources representative
Jeremy Garfield - Workflow Analyst
sharnelle shelton - provider experience representative
In my role as a provider experience representative I help lower healthcare administrative costs by assisting providers in navigating the unique complexities of the VA healthcare system. In doing so, it cuts down administrative work and gets claims resolved faster and at a more efficient rate. We also assist Veterans by offering them peace of mind when they have received collection notices and bills. We are the liaison between the Veterans and providers, ensuring their medical claims are resolved accurately and timely. Knowing that I am aiding those who have risked their lives to serve our country is what keeps me motivated each day!
My role has changed a lot in the last year, which has helped me refocus my purpose. As a claims processor, I was able to help lower healthcare administrative costs by ensuring I was processing claims both accurately and quickly all while trying to be a one stop shop to increase efficiencies. My role shifted quite a bit when I transitioned into the Human Resources department. In my new role I help bring in talent that is forward thinking and passionate about our mission including lowering the overall cost of healthcare. You never know what someone will bring to the table in the right role, until given a chance.
As a provider experience representative, I am the first point of contact in bridging the divide between providers and Veterans, and VA as a whole. I believe Signature Performance has made tremendous progress in streamlining company-wide desktop procedures which has led to fewer uncertainties for myself and fellow colleagues. The streamlined procedure guidelines are easily accessible to anyone fielding calls to find answers to most commonly asked questions. This results in serving more providers and Veterans in a shorter amount of time, leading to lower administrative healthcare costs and is a winwin for everyone.
josh tews - provider experience representative
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victoria lynch - senior provider experience center lead Working as a senior lead in the CHAMPVA Provider Experience Center, I have learned quite a bit about healthcare and what we as a company can do to help combat the rising healthcare administrative costs, and how my role within the company plays a vital role in doing so. Having the opportunity to work with the new claims processing system, ClaimsXM, and knowing we will not only be processing claims faster and more precisely than before, but also automating claims at a cheaper rate, directly affecting the providers and patients alike is just one of the many ways my work at Signature motivates me.
In every issue of Moments, we want to give you a preview of the thought leadership content we are sharing with the healthcare industry. The Link is our collection of articles from thought leaders and subject matter experts across the firm. The editors of Moments chose this specific article with YOU in mind because this article highlights how the work that we do impacts everyone in healthcare.
learning with the link HEALTHCARE
There’s a reason we have performance in our name. We believe the healthcare industry deserves only the best. And that sentiment is what motivates our team to do our very best each and every day. At Signature we know that defining moments in a family’s life happen within our healthcare system. When families can focus on feeling better, celebrate a new addition or grieve the loss of a learning with the COSTS PATIENT OUTCOMES AND HOW THEY IMPACT
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Trying to understand the ever-changing complexities of the healthcare system in the United States can quickly become an overwhelming task. This industry is ever-changing and there is always something new to learn. Understanding the differences between the payer and provider arenas and knowing what exactly you are being charged for as a patient after seeing a physician can quickly become confusing, especially if a medical bill you have received takes your breath away. We have all been there.
Avoiding healthcare visits or tests all together can have a drastic impact not only on an individual’s overall health outcome, but also on the cost of the treatment plan that may be required due to a delay in care. When essential care is delayed and medical conditions go undiagnosed for an extensive period of time, the financial burden that caused the delay in care in the first place becomes exacerbated. In order to treat more aggressive health conditions, the cost of treatment becomes more extensive for the individual, health plans, and for the healthcare ecosystem as a whole. This familiar cycle has been causing financial strain on families and compounding an existing issue within the healthcare system in the United States, pre and post pandemic. In conjunction with individuals delaying medical care for fear of receiving a medical bill they can’t afford, the pandemic also kept individuals out of hospital settings due to the fear of getting sick. Because of these low volumes, it is projected that this past year will result in increased utilization and medical cost spending heading into 2022. According to a recent PwC’s Health Research Institute (HRI) report, employer medical costs are projected to rise 6.5% in 2022. For this reason, it is more important than ever before to get to the core of what can help alleviate the high costs of healthcare and simplify administrative tasks so lasting change can be made.
Signature Performance is improving not only our clients’ business, but the entire healthcare industry by finding better ways to leverage technology, implement operational readiness, and other industry-leading processes which provide technical solutions and lower the cost of healthcare administration. Our team is on the front lines with payers and providers.
UnderstandING Healthcare Administrative Demands
Unexpected medical bills have become a much larger concern for more families as communities and businesses continue to respond to the disruptions within the workforce caused by the pandemic. With almost 50% of Americans receiving their health insurance through their employer in 2019, many families who have been impacted by recent unemployment have felt the need to either cancel or not schedule regular appointments with their healthcare provider. Many individuals have had to use a different approach in order to afford paying out of pocket for care they require.
Our track record over the last 18 years proves we can navigate any administrative burden with a thoughtful approach, while improving the overall outcome. Our experience in serving both the payer and provider side of healthcare financial management allows us to implement innovative solutions for every administrative demand.
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To stay up to date on the latest trends within the healthcare administrative industry and to learn more about our in-house industry experts, subscribe to our thought leadership platform, The www.signatureperformance.com/the-linkLink.
Between changes in employment, insurance coverage, or general concern of the unknown, important medical care check-ups were put on the back burner by many this past year at an increased rate. According to a 2020 Bankrate survey, nearly 1 in 3 families in the United States, or 32 percent, decided not to seek medical care in the past 12 months because of cost.
According to a recent study by LendingTree, 5.4% of completed personal loan inquiries during the last full week of 2020 were for medical expenses, compared with 3.6% during the equivalent week in 2019 — an increase of 50%.
loved one without the worry of how they are going to cope with the cost of the occasion, a better overall experience within our healthcare system can be achieved.
The high cost of healthcare and the fear of entering into medical debt isn’t a novel concern. It continues to cause many families to delay medical care to avoid receiving an unexpectedly high medical bill. According to a 2016 Kaiser Family Foundation and New York Times survey, more than 1 in 4 Americans have had trouble paying a medical bill.
I was recently given an opportunity to help assist some of Signature’s top leaders during an assessment at a rural hospital as an Implementation Assistant. The executive team at Signature Performance decided to make an investment in me based on my track record of finding solutions in my current line of business and my strengths including learner, analytical and Duringinput.this experience, my goal was to capture as much information as possible and position myself to be an aid for the implementation team. I was very excited, not only to get a first-hand look at the fine details of a hospital’s revenue cycle up close, but also to get a better understanding of what it is specifically that Signature Performance offers the commercial arena. Having worked on the public payer side throughout my tenure, I knew very little of the private provider side of our business, other than it existed and we shared a common mission of improving the business of healthcare.
At Signature Performance, we believe that prioritizing growth opportunities, both personal and professional, is an important component to positive workplace culture and experience.
The inspiring part for me during this experience was engaging directly with this provider. At Signature Performance, we have the tools and knowledge needed to make a lasting impact very quickly. Our deep knowledge of the industry allows for a quick implementation of best practices within the industry and monitoring of KPIs. Being able to tap into Signature’s IT infrastructure will grant them the ability to be much more agile in the sphere of healthcare and allow their existing software to be more efficient. I am incredibly grateful to have been selected for this opportunity. Those two days are just one more example among many of Signature Performance living up to its full mission statement. Not only are we looking to improve the health of their business, my life and career were made better as well. I feel more inspired than ever. Our culture and a consistent investment in the growth, development, and empowerment of our team allows us to work from anywhere while we continue to serve our clients’ with a unique comprehension of the largest challenges both payers and providers face today.
The few days that I spent with the hospital and clinic staff were split into one-or two-hour meetings with all of the different departments. The meetings were set up to facilitate questioning and answering for both sides. For example, we had many specific questions when engaging with the Patient Financial Services team, who are largely in charge of the revenue cycle, but when we met directly with the physicians over lunch, our sole question was “How can we make things better for you?”
While we all strive to make our biggest impact every day, some Associates have gone above and beyond when it comes to pursuing progress in their careers and in healthcare. They continuously raise their hand and ask for more and they are dedicated to moving forward and expanding their knowledge, skills, and responsibilities at Signature. Cody Swanson, an Operations Manager at Signature Performance, recently participated in a new professional opportunity that allowed him to utilize his strengths and expertise in a new way. Cody shared how this experience allowed him to gain valuable industry knowledge and how he can apply what he learned to his current role at Signature Performance.
a signature view with cody swanson
I really enjoyed having these conversations directly with providers. Because of this experience, I can much better visualize and understand the entire process from when a patient walks in and registers, the physician sees a patient, the chart is created and coded, and finally when the coded claim is billed. It was very eye-opening how each of the departments in charge of these steps is truly critical to the whole process.
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Five Secrets of Reaching Higher by Powering Those Around You By: Shawn Achor big potential How Great Leaders Inspire Everyone to Take Action By: Simon Sinek start with why How Living for What Matters Most Changes Everything By: Victor J. Strecher life on purpose Creating a Life That Matters By: Emily Esfahani Smith the power of meaning Your Guide to a Lifetime of Meaningful Work and Career Success By: Richard N. Bolles what color is your parachute? in wordsother recommended reading to help you find your purpose recommended reading 17
OF CLIENTS’OUR and OF PEOPLETHEIMPROVING THE HEALTHBETTER.MAKINGTHE LIVES BUSINESS
By ‘Making the lives of the people we work with better,’ we strive to create an inclusive environment for all Associates and partners, develop top-notch training and resources, and allow our Associates to have a career that they find meaningful and are passionate about. Whether its updating a break room, providing mental health resources or offering a weekly Fit Club activity, we strive to make all aspects of our Associates’ life better. WITH A PURPOSE
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WE WORK WITH
A MISSION
When Signature Performance was founded in 2004, a core group of people sat down and imagined what was possible. Not only did they have a dream for what Signature could be as a healthcare administrative services company, but they had a vision for what Signature could be as a place to work, as a partner, and as a major player in the healthcare industry.
By ‘Improving the health of our clients’ business,’ we strive to be a dependable ally, provide best in class service, and lower administrative costs. Improving the health of their business doesn’t just mean improving their bottom line, it means developing new technologies, ideas, and processes to help them get back to what they do best; providing care.
The Signature mission motivates me because I know that I am helping Veterans be able to continue to receive the medical care that they deserve. When we do our job the best we can, we can help keep providers and healthcare workers happy, which at the end of the day, only benefits our Veterans.
Dexter brown PROVIDER EXPERIENCE REPRESENTATIVE
IMPROVING THE HEALTH OF OUR CLIENTS’ BUSINESS MAKING THE LIVES OF THE PEOPLE WE WORK WITH BETTER. BE A DEPENDABLE ALLY. PROVIDE BEST IN CLASS SERVICE. LOWER HEALTHCARE ADMINISTRATIVE COSTS. BE INCLUSIVE. PROVIDE TOP NOTCH RESOURCES CREATE A MEANINGFUL CAREER.
Lindsay Harvey PROVIDER EXPERIENCE REPRESENTATIVE
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The Signature mission motivates me in my role because our mission is all about helping others. When you can take your eyes off yourself and focus on other people’s needs, it is amazing the results that can come afterwards. To me, it is all about what you sow as far as your time, money, and even words. What you sow, you shall reap.
how the advancement of technology supports our purpose of lowering healthcare administrative costs. investing technologyin investing in technology 20
Chris Woodhouse, Director of ClaimsXM, shared how Signature Performance’s adaptable approach, investment in technology, and talent has allowed our team to tackle some of the biggest challenges in healthcare head-on and stay ahead in an ever-evolving industry.
inherently have a much better shot at delivering on the customer’s needs,” Craig said.
“Healthcare is directly impacted by technology. Signature adapting and applying technological advances to our service offerings allows us to stay ahead of that wave of change,” Chris said. “It isn’t about just taking the surfboard and riding the wave, it is about paddling out and getting ahead of the wave before it even hits.”
Craig said rather than just inserting a new technology into a market, Signature has done the opposite by taking a customer-focused approach. “We are about positive disruption when it comes to our purpose of alleviating administrative burden. What is really powerful about Signature Performance is that we have started with people and processes and have then evolved the tools we need. If you fully understand the people and processes and then deliver the necessary tools, you
“As we pursue our purpose, we are not pursuing it for what is just happening today. If you play the game of ‘let’s pursue what is supposed to be done today or even a few months from now,’ with technology you will fall behind,” Chris said. “What is amazing is how our leadership is approaching it by asking, ‘Where is technology going to be in five years? Let’s set ourselves up for that right now.’
“When everyone knows their precise job and can do it in the most efficient manner with the latest technology is where healthcare needs to go,” Craig said. “By having everyone in perfect orchestration and laser focused on their role, that is how perfect alignment happens and costs decrease when people are locked in from that perspective.”
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Finding new ways to not only implement innovative technology, but knowing how to maximize the value people are providing by understanding the technology has been an aspect of business that Signature prioritizes for every healthcare system landscape. It is an approach that Craig Mason, Chief Innovation Officer, believes will be the catalyst for Signature’s current technology, such as STARS, and future platforms and products that are created.
If there is one thing that healthcare leaders can all agree on, it is that the healthcare administrative industry is complex. For our team, lowering healthcare administrative costs has been more than just a business goal for the last 18 years, we have always understood it to be the purpose of our calling and the reason for why we do what we do.
Having a customer-focused approach with a platform that is fully understood allows the healthcare administrative experience to feel more like a Formula 1 pit stop.
“You typically see in any industry people come up with a really cool technology and then they search for the problems and experts to solve it. It is wildly successful for a lot of companies, but you also then see people developing products with unnecessary capabilities and burdens,” Craig said. “STARS is a big technology and what I would call a launchpad for VA in order to better understand how to deliver more efficient billing and workflow designs.”
chris woodhouse DIRECTOR OF CLAIMSXM craig mason
Since the beginning stages of ClaimsXM, our team has come at it from both a provider and payer mindset. This has allowed our in-house leaders to implement the expertise that Signature Performance is known for and apply it in new ways that benefits the healthcare industry as a whole. “By approaching the configuration and features of ClaimsXM with both providers and payers in mind, it will allow for more efficient claims processing, faster turnaround times for payment, and clearer responses about the outcome of a claim,” Chris said. “By investing in a platform, like ClaimsXM, Signature Performance is making it possible to streamline essential administrative demands in an automated format that would otherwise be documented on paper. By making these essential tasks an automated feature, rework and delays can be reduced, which ultimately lowers administrative costs,” Chris said. Chris praised Signature’s adaptability and dedication to technological advancement because it allows our team to not only be equipped to solve some of the biggest challenges within the healthcare industry today, but it also is allowing our organization to better anticipate the needs of the future.
CHIEF INNOVATION OFFICER "It isn’t about just taking the surfboard and riding the wave, it is about paddling out and getting ahead of the wave before it even hits." - chris woodhouse
06 you’re satisfied If this was your life, until the day you died, you’d be happy. You’d leave earth knowing that you gave it your all, you did what you were put here to do, and you fulfilled your potential. What you do makes you happy, adds value, and is useful to others.
You wake up each day raring to get going and convinced of your journey. Other people have different plans for you. For your career or your life or your time. But they don’t get to choose because you know what you need to do.
https://www.forbes.com/sites/jodiecook/2020/10/21/7-signs-you-have-found-your-calling/?sh=514755af7b98
07 you’re making steady progress
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seven signs you’ve found your calling 0 1 your actions match your plans
You make big plans and then you carry out the actions to match. There’s no disconnect between the grandiose plans you have for yourself and the habits you follow every minute of every day.
05 your output is huge It gets to mid-morning and you feel like it’s the evening. You’re efficient with your time because you’re so tunnel-vision. Your output is maximized and it doesn’t stop. The ideas arrive and you know what to do with them.
03 you can’t be deterred
You’re making progress and you see the signs. A small compliment, a well-placed criticism, an insightful question. You’re generating interest and they want more. The progress is happening and it’s going the right way.
04 you feel unwavering confidence When you think of the future, of where this might lead, you know you’re onto something. Whatever you’re doing, you know it has huge potential. You know you’re getting closer to its potential every day.
You sometimes lose hours to what you’re doing. You begin, you get into it, and then you are in a state you feel like you could continue forever. You don’t like being interrupted; you want to focus, improve and complete.
02 you reach a state of flow
BY: SUZANNE MOTTA | CHIEF ADMINISTRATIVE OFFICER
Once I was able to understand the concept, I started working to pay down debt by making more than the minimum payment on the purchase plan, even if it was just $10 more each payment. I also made the goals that any of my new purchases had to be paid with cash whenever possible, and to put a little bit of money into my savings account every pay period. These savings approaches may seem impossible, but, I assure you, every baby step counts. There will be setbacks. When you need new tires….you need new tires. So that credit card may have to come back out. And that’s OK. You have to plan for the unplanned. And when you are able to be purposeful about paying off credit card purchases as soon as you can, you are minimizing the ways that compound interest is working against you; and in turn, freeing up more cash for savings, letting compound interest work for you! This is just one of the many purposeful approaches to building up your financial wellness. The key to success when it comes to your finances is remaining intentful with each goal. Let each smart decision build upon one another, then sooner than later, you will realize the great financial gains of your diligence.
Live SuzanneWell,Motta how achieving financial wellness can set you free
Financial wellness is something we pursue throughout our lives. Whether it’s on our own for the first time when we are trying to figure out how to pay the rent, or that nagging voice that shows up one day when you are wondering if you have enough saved for retirement. A purposeful approach to financial matters is the key to building up your financial wellness.
I learned the financial benefits of being “purposeful” kind of late in the game. “Learning” being the operative word. As a single mom for many years, I had to learn to budget, save, and plan in order to make the best decisions for my children. I was able to attack a significant amount of debt with an intentful plan and was delightfully stunned at how fast my savings accumulated once I had paid off my debt. If I had to give one piece of advice, it would be to understand the impact of compound interest. Compound interest is the addition of interest on an original amount of money invested. It is the result of reinvesting interest earned, rather than paying it out, so that interest in the next period is then earned on the original sum plus previously accumulated interest. In other words, compound interest helps your money grow faster. Conversely, when spending, compound interest is what makes financing cars and buying houses cost so much more than the list price.
live well
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In Pursuit of Learning
• The Value of Learning • Strengths at Signature (live course) To bend the curve of healthcare administrative costs, we must keep up with the learning curve. Our vision to bend the curve of rising administrative costs and burdens in healthcare is daring and bold. As we know, administrative costs represent more than 30% of our healthcare costs today. While we believe our incredible Associates are up for the challenge of lowering these administrative costs, we are also aware of the work that will go into such a vision. Having a passion for healthcare and helping others won’t be enough. We’ll need to stay on top of trends in healthcare, technology, law, and human Forresources.example, investments in mental and behavioral healthcare programs have quadrupled since 2015, and telehealth visits increased over 4,000 percent from March 2019 to March 2020. Our Associates may see an increase in these claims and can prepare by improving their processing speeds and healthcare knowledge. As another example, human resources trends indicate that 65 percent of workers say the opportunity to participate in an up-skilling program is an important factor in deciding whether to take a new job, and 61% cite it as important when weighing the decision to remain at their current job. To combat this trend, our human resources team leans on Signature YOU courses to help Associates grow personally and professionally, which helps our organization attract and advocate for best-inclass talent.
BY: MORGAN SAMMONS | INSTRUCTIONAL DESIGNER
Signature YOU is designed to inspire, educate, and encourage the most talented workforce in the healthcare industry. Our mission is to enable our Associates and teams to improve the health of our clients’ business while making the lives of those we work with better. That mission is best achieved when we focus on YOU, the Associate, and how YOU can grow personally and professionally.
TWO COURSES TO GET STARTED:
Did you know that 26% of the courses available on Signature YOU are focused on professional development and another 27% are specific to operational training? This means half of the courses available are built to help you get better at your current role and develop the skills you need to move forward. And another 15% are dedicated to your personal development to help you improve outside of the office. Learning can be both purposeful to an individual, and help us work toward our purpose as an organization. Let’s explore how Signature YOU can bring us closer to our collective goals.
• Looking Ahead: Vision 2025 To improve the health of our clients’ business, we must know our clients and know the business. The beauty of this part of our mission statement is that it is applicable to every individual’s purpose. For some, the client is the customer who calls to check on the status of a claim. For some, it’s the Associate who needs assistance with a computer issue. For some, it’s the job applicant who wants to serve our Veterans and improve our healthcare system. For the team who creates Signature YOU courses, the client is in the name: YOU. We aim to make courses to help YOU; whatever YOU want to learn; however YOU want to grow. That’s why there are Signature YOU courses designed to support every Associate and every department in our organization. As for our purpose as a company, our client is the healthcare industry. The team that creates Signature YOU
TWO COURSES TO GET STARTED:
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It’s clear: learning is crucial at Signature Performance and in business. More than 69% of adults say professional or career growth and development opportunities are important to them on the job. That’s why Signature Performance invests in each Associate’s career growth and development with programs like strengths-based coaching, Emerging Leaders, and our in-house university, Signature YOU.
• An Overview of U.S. Healthcare Spending with Chief Financial Officer, Rick Pane
• Positive Influence: No Title Needed (live course) The opportunities for learning and development on Signature YOU can help you take steps toward your individual purpose and bring Signature closer to its mission to improve the health of our clients’ business and make the lives of the people we work with better. Get started by visiting signature.bridgeapp.com. our signature team has 9,000 34,000
• The CEO of Me, Inc. with Chief Executive Officer and President, Allen Fredrickson
total hours learning in signature you and has enrolled in over
TWO COURSES TO GET STARTED:
is working with a group of experts in the organization to grow the number of healthcare specific courses available. For example, we received feedback that some Associates needed a resource to understand healthcare terminology. So we collaborated and created a healthcare industry terminology course. Keep an eye on this category of courses. We’re working hard to give you the information so all Signature Associates can feel like healthcare industry experts.
did you know that
TWO COURSES TO GET STARTED:
throughoutcourses2021! scan me to check out the latest and greatest courses in signature you! in pursuit of learning 25
• How Signature Performance Impacts Healthcare Administrative Costs
spent over
• Connecting With Our Mission To make the lives of the people we work with better, we must first make ourselves better. Asking more of ourselves and actively pursuing our individual purpose is part of the Signature Way- it’s what we expect from Uncommon Leadership. That includes improving and growing in our personal and professional lives. As Allen likes to say, you are the CEO of Me, Inc. You are in charge of your personal business and what you spend time doing and learning matters. As an additional bonus, studies show that employees who participate in training and development opportunities, like Signature YOU, receive an additional 8.6 percent (an average of $8,000) in annual income, promotion opportunities, higher job satisfaction, and an increased standard of living. Whatever your individual purpose, learning can only help.
WOMEN’S
BIPOC The Black, Indigenous, People of Color (BIPOC) Associate Resource Group remained committed to their mission of creating equity of all persons to help eliminate race-based biases through leadership, empowerment, and education by dedicating over 190 hours of service to those efforts in our community. The BIPOC ARG participated in various events this past year with ABIDE, My Sister’s Keeper, Omaha United for Youth, South Omaha Chamber of Commerce, and the Urban League of Nebraska.
At Signature Performance our values of integrity, passion, courage, and respect are key components to not only how we conduct business, but also how we cultivate a company culture that we are proud of. Our Associate Resource Groups’ (ARG) commitment to our values and serving our community in order to make the lives of those around us better was recognized this past year when Signature Performance was named a 2021 Outstanding Local Business in Philanthropy by the Nebraska Chapter of Association of Fundraising Professionals. Check out a few of the ways that our ARGs lived out their mission statements and made the lives of the people we work with better throughout this past year.
Although the Women’s Associate Resource Group doesn’t officially launch until 2022, the group has been busy laying the groundwork for making a lasting impact. This year, the Women’s Associate Resource Group had 28 participants attend the popular women’s leadership conference, ICAN. The group also dedicated almost 200 hours of service to the conference, luncheon, and gala. At Signature Performance, our ARGs are designed to be intersections that connect, support, and empower Associates who share similar life experiences, interests, and goals. If you are interested in learning more or want to join one of our Associate Resource Groups, please contact our Inclusion and Diversity Experience Ambassador, Christina Arellano.
VETERANS Our Veterans Associate Resource Group prioritizes fostering camaraderie between Veterans, Associates, and the community to serve those who have served our country. So far this year, members of this resource group have come together and dedicated 60 hours of service by participating in the Gold Star Family Parade and Festival. The Veterans ARG also participated in the Veterans Day parade and Wreaths Across America events.
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our resourceassociategroups a signature spotlight:
LGBTQ+ Promoting a safe environment that educates and supports equality through participation and passion is exactly what the LGBTQ+ Associate Resource Group prioritizes not only this year, but every year. In 2021, not only did 65 participants attend Heartland Pride, but this ARG also dedicated 195 hours of service in preparation of the parade and festival.
HEALTH AND WELL BEING Our Health & Well-Being Resource Group has spent more than 50 hours giving back to the Greater Omaha community by volunteering at the Food Bank of the Heartland. With more than 311 participants at Fit Club outings, the Health and Well-Being Resource Group is definitely living up to their mission of serving and supporting those on the journey towards total health and well-being.
Melissa JessicaJaclynStephanieEldredGrierGaricMcDaniel
Jordan Edison Marina Flores-Hartman Mark DiannaBandemerStoermer
Swing for Health The Elizabeth Dole Foundation
Hope
Keep Omaha Beautiful Salvation
Lanae Haynes
Laurie SandraArchuletaBeasley Stefani Samuels Heart CHI 2021 Gala Army of Omaha
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Week Winners!
Kristin LaFave
David Bennett
Adriana Adams Brittney Dinovo
John JeremySchenemanWeible Claire Cleveland
Josie Pedersen
The
Susie Nootz-Frye Mary ChalandriaSettlemyerJames
let ' s celebrate crcr certified and ready to impact healthcare! milestone
Carol Trevino Esmeralda Moss
kudos to our contact center super stars! signature strives to make things better!
Anita Phelps (5) Christie Mares (5) JoAnna Allen (5) Rebecca Schaffer (5) Tonja Saulsberry (15) Dangie Jansen (20)
Congratulationsanniversaries!toourSpirit
Congratulations to these sixteen hardworking Associates for earing their Certified Revenue Cycle Representative certification this past quarter! These Associates raised their hands and wanted to learn more in hopes of making a bigger impact in the healthcare industry. Shine on team!
Congratulations to the Strides Team on winning the 2021 Annual Spirit Week Games! This team showed us all what Spirit Week is really about. Whether or not they participated at home, came to the drive-thru event, or sent their entire team a Pat on the Back, this team was unstoppable and a true reflection of what it means to be apart of the Signature family! A special shout out also goes out to our three Spirit Week AllStars, Adriana Adams, Chalandria James, and Shaloe Nations Hodges. Cheers to you and your dedication to showing your Signature spirit!
Kerry Rice
Cheers to the following Associates who have gone above and beyond to provide an excellent experience to our clients! Each of these Associates received special kudos from either Veterans or providers regarding their dedication to providing the best possible customer service. Thank you for living our mission every day! Here at Signature, we feel a responsibility to give back to the community that has given so much to us. As a part of the Signature Way, we feel it is our calling to make things around us better. Throughout 2021, we have been able to provide monetary donations to the following special organizations.
Ministry Center CHI Heart Institute D.J’s Hero Awards Urban League of Nebraska Heartland Pride Cerner Charitable Foundation Business Ethics Alliance Nebraska Humane Society Omaha Community Foundation Omaha Performing Arts Heartland of Hope Food Bank for the Heartland
SIGNATURE MOMENTS IN PURSUIT OF PURPOSE 10330 REGENCY PARKWAY DRIVE SUITE 305 OMAHA, NEBRASKA SIGNATUREPERFORMANCE.COM68114 There is no greater gift you can give or receive than to honor your calling. It’s why you were born. And how you become most truly alive. oprah winfrey
