Signature Moments - The Values That Guide Us by Signature Performance, Inc.

signature BUILDING A LEGACY UPON WHICH WE ARE PROUD TO PLACE OUR SIGNATURE QUARTER ONE | ISSUE NO. 33 | THE VALUES THAT GUIDE US values | plural noun | principles or standards of behavior; judgment of what is important in life

TABLE OF CONTENTS in issuethis 27262423201916151211080604 from the desk of allen fredrickson the values that guide us passion - beyond your nine to five how to find passion at work integrity - integrity above all else what integrity means to you courage - how courage can create a career be unstoppable - signature reads respect - respecting our differences word on the street - what does respect look like? finding strength in our values cheersanniversariesandcelebrations 2

TABLE OF CONTENTS 3

FROM THE DESK OF ALLEN FREDRICKSON 4

Or how about the passion to consistently dig deep and look intently for ways to be the best in the industry? Being devoted to our mission and so enthusiastic that it is contagious to anyone that comes into contact with us - it is that ‘fire in your belly’ to pursue big goals. And possessing the energy to build something bigger than ourselves.

What does it take to count on ourselves to consistently act with integrity? To do the right thing… even when it’s most difficult. Holding ourselves to a high level of personal responsibility worthy of the utmost levels of trust. Doing what we say we are going to do and being true to our Andword.finally, how can we consistently show respect to every part of our work, every person we encounter, and of course - show respect to ourselves? Treating everyone we meet with dignity. Being courteous, compassionate, understanding, and empathetic in our daily interactions. Giving everyone an equal opportunity to make an impact. Seeking different perspectives. Listening to understand instead of thinking of how you are going to reply. Demonstrating our respect, by giving our very best to every person and every business issue we encounter. One of the biggest ways I see Signature embodying our core values is in how we work together to perform for our associates, clients and partners. We serve a vital industry, healthcare. Healthcare costs in the United States are far too high. From the cost of insurance to the cost for care, the United States is leading the world in healthcare costs and as much as 40% of the cost can be attributed to administrative costs. At Signature, we know we can do better. We want to transform healthcare by eliminating waste, cutting costs, making healthcare more efficient, and as a result, improving the quality and access of care. Investor Warren Buffett, JP Morgan, and Amazon took on this challenge and walked away citing healthcare administration isn’t fixable. We understand. However, we have shared with each of these organizations we are focused on being a force of getting this fixed! Signature is different. I envision a time when because of Signature Performance, healthcare administration costs and burdens will be at a healthy level in the United States. I see the quality of care improving, providers being inspired to do their best work, young people flocking to the industry as a meaningful way to use their talents, and easy access for people who need care. And the healthcare system would become a world-class experience in the United States. We are on a quest to transform healthcare. We see healthcare as a calling that requires consistent courage, passion, integrity, and respect, but will leave a lasting legacy - a legacy we are proud to place our signature on. It won’t be easy. It won’t be simple. But, without a shadow of a doubt, I believe it will be worth it.

Think about the positive impact we can make to our society and future desk of founder & chief executive officer

AllenCarpegenerations!Diem,FROMTHE DESK OF ALLEN FREDRICKSON from the

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I recently watched a recording of a press conference with the new NFL coach for my favorite professional football team. The coach reiterated that consistent actions would help the team maximize training, win tough games, and ultimately win the Super Bowl. And I was reminded of one of the most important drivers for success in business: consistency. What we do consistently, not just sometimes, determines our likelihood of success. What would it look like if we lived out our core values consistently as an organization? How would we shape the healthcare industry? Each other? Our community? Our country? Even the world? What would it look like if we consistently had the courage to compliment great work when we experience it? Not being afraid to have a hard, but worthwhile, conversation. But being gutsy enough to take a chance on solving a challenge. Tackling the projects others won’t, being the person who is willing to do the hard things in business.

Attempting to build a sturdy house on an uneven foundation would be nearly impossible. Contractors go to great lengths to source high-quality materials, vendors, plans, and so on to ensure that the home they build will last a life time. Our Founder and Chief Executive Officer, Allen Fredrickson had the same concept in mind when he started Signature Performance back in 2004. With only nine people in the room, it was hard to imagine that the company would have grown to more than 1,000 Associates in just 15 years. However, those original Associates knew that in order to build something that would last, they would need to put the heart and soul of Signature into Signature’swords.

core values of Passion, Integrity, Courage, and Respect have been guiding us on our journey through the healthcare industry from the very beginning. Not only have these values created a solid foundation for Signature as a business, but they also allow us to look ahead and imagine what’s possible. They shape our awardwinning culture of performance and above all else, they highlight what matters most to the Associates at Signature Performance.

THE VALUES THAT GUIDE US

the values that guide us

Some might say that change is inevitable when a company undergoes such large growth in a short amount of time. While that may be true, if the ‘house’ is built on a strong foundation from day one, those changes can be perceived as strides toward progress, rather than unwelcome roadblocks. Whether we are forming a new partnership, expanding our impact by growing our Associate base, or transitioning to a hybrid workforce model, we can reflect back on our values and ask ourselves, “Are we passionate about this decision? Are we doing the right thing? Can we dare to do more? How will this affect our Associates and partners?”

Asking these questions when faced with adversity and challenges guides us forward while staying true to who we are. Sometimes in business, and especially in an ever-changing industry like healthcare, it can be easy to lose sight of what really matters and focus on profit, or expansion but at Signature, that just isn’t the case. Rest assured, our Signature leaders keep the four values of Passion, Integrity, Courage, and Respect at the forefront of their minds when making decisions, no matter how big or Havingsmall.four distinct values keeps us balanced and strong on all fronts. Our passion for the healthcare industry drives us to do our best work. Having integrity holds us accountable and fosters an environment where being ethical comes before being right. We are courageous in the fight to lower healthcare administrative costs and burdens and we strive to show the utmost respect to everyone with whom we interact. These values represent the four pillars that support Signature. The absence of one could cause a collapse. The strength of all four is unmatched and unwavering. Our values have stood the test of time and are just as important today as they were 18 years ago. They are more than just words on a conference room wall. They are how we live and work. They hold us to a high standard and motivate us to be a leading player in the healthcare industry. They guide us to be our best. They are the Signature Way.

THE VALUES THAT GUIDE US because a true sense of purpose is deeply emotional, it serves as a compass to guide us to act in a way completely consistent with our values and beliefs. purpose does not need to involve calculations or numbers. Purpose is about the quality of life. purpose is human. SIMON SINEK 7

PASSION passion Boundless enthusiasm to be the best in the industry. We are Intense, devoted, and pursue our goals with tireless diligence. NOUN 8

Just as Win explained, passion is the underlying key to success to make any piece of work a true joy. Are you creating passion in your role? Here are a few simples ways to guide you finding more joy in your everyday work. Approach Your Work with the Right Perspective If you went to dinner with the fixed yourpassion...beyondnine-to-five.

Passion is a calling to ask more of yourself. It is the authentic sense of knowing that what you are doing lights a fire within you and is also contributing to a greater good. So, what can you do to show up for work each day to say, “This is my daily joy” not just, “This is my daily job?”

Our colleague and Database Administrator, Win Evans, defined passion as, “A piece of work, whether it is taking a call or analyzing data, is an act of creation. Taking joy in that creation is the secret to having a fulfilling and successful career.”

THE VALUES THAT GUIDE US

When you speak with Johnny Allison III, Provider Experience Representative, you hear his passion for his work and our mission in every story he tells: “It is an absolute joy to be a Veteran working for a company where I have the opportunity to help other Veterans. Signature’s mission is so unique because our work is mutually beneficial to the patients, and providers. I get to help both sides of the chaotic world that is medical billing. I help simplify the complex for everyone involved; so it’s pretty easy to know I’m doing something wonderful each day. My passion for my job is fueled when I get to hear the weight lifted off of someone’s shoulders after the end of a difficult call. I show up each day knowing I’m here to take care of their worries and help minimize the burdens they may feel. I really believe we are further enabling them to live a happier life.”

PASSION

The first of the four core values Signature upholds is passion. It is your boundless enthusiasm to be the best in the industry. You are intense and devoted. You pursue your goals with tireless diligence. The late Steve Jobs once described passion as, “you can go to bed at night, saying I’ve done something wonderful.” Now, “doing something wonderful” comes in all shapes and sizes. Sometimes it is as monumental as Job’s creation of the first iPhone. But more often, doing something wonderful, happens in the more intimate moments. It is hearing a candidate squeal with excitement on the other end of the phone after you extend a job offer. It is hearing the heartfelt gratitude and humility of a Veteran on the line as you sort through a complex medical bill. Associates at Signature Performance are always “doing something wonderful” and it is because of the boundless passion which fuels their careers.

Thomas Schnepp processorclaims sam huffman providerrepresentativeexperience “Passion gives you a reason to keep going and pursue your goals. It fuels motivation to overcome obstacles and to be resilient when encountering hard times. Passion is an emotion that will help lead you to your purpose.”

passion A CONTROLLABLEANDSTRONGBARELYEMOTION.

Create ConnectionsMeaningful

Find PurposeYour When your why is greater than your what, you will have the momentum you need to show up each day to make something great happen. To find your purpose, be in a constant state of self-evaluation. What else is possible? How can you take something from good to great? What is it in life that you can’t get enough of? With this mindful sense of reflection and goal setting, you will start seeing the “bigger picture” and look forward to contributing towards the common mission. Know ImpactYour If you are working on tapping into your passion, take a moment to pause and understand the larger, positive impact of your work. Specifically, at Signature, our work improves the health of our clients’ business and makes the lives of the people we work with better. What does that mean to you? We are in a unique position in the healthcare system that betters both the providers’ and Veterans’ experience. Knowing you are making someone’s day better can help you stay encouraged about your professional path and reap the joy that comes with it. Manifest in First Person Are you the main character in your goals? Or are you more often saying, “I want to be like Sally, the highest producing saleswoman at the firm.”

The connection of people is powerful. The best solutions and inventions are the result of teamwork and dynamic problem solving. Have a spirit of exploration as you pursue your career. Find ways to share your knowledge and ideas from your peers; in return, you will get to hear their ideas. Build relationships through structured communities at work. With Associate Resource Groups or open learning groups, there is always a way to plug in with what is going on around you. With a strong sense of community, you will get to enjoy sharing common joys, passions, and triumphs.

PASSION

10 mindset, “I’m not hungry. There is going to be nothing here that I want to eat” the menu isn’t likely to look very appealing to you. You aren’t going to want to read about the specials, appetizers, or desserts; and it’s unlikely you’ll be satisfied with whatever you end up ordering. The same rules apply when finding joy in your work. If you are convinced you won’t reap any further benefits or meaning from your current work, it’s not going to happen. Show up each day with the right perspective. Know that you have permission and the control to do what you love with your life. If you start your day by asking yourself, “What is something wonderful I can do today?” you will naturally be drawn to identify the simple joys of your work.

While the hard work and dedication of others can be a source of inspiration, do not let other people be the focal point of your goals. Put yourself in the driver’s seat of every goal you set. So instead, your goal is “In five years, I will be one of the highest-producing saleswomen at our firm.” To manifest a situation you want to see come to fruition, you have to imagine yourself in the situation you might love. Putting yourself in these situations can help you establish a clearer sense of your passions, beliefs, and aspirations.

“Passion is essentially your spirit. It is what you bring to work everyday. My passion drives me to help as many people as possible when I show up to work. My passion shines when I am on the phone giving people the answers they are searching for and by listening to their concerns.”

What is the ‘why’ behind the women’s arg? what has been your guiding force as a woman in business? why is it important to find community in the workplace?

-Claire Cleveland, Women’s ARG Co-Leader and HR Business Partner II

-Avarey Brown, Women’s ARG Member and HR Representative

A TRIBUTE TO OUR WOMEN’S ASSOCIATE RESOURCE GROUP.

“The Women’s ARG’s ‘why’ is to support, encourage, empower, and build the bridge to ally-ship for the women at Signature. The Women’s ARG will work tirelessly to build strong connections, ensure the women at Signature have a voice, and provide leadership opportunities. The Women’s ARG was created to ensure that every woman at Signature feels they belong and knows their impact!”

q A& WITH THE

Q&A WITH THE WOMEN OF SIGNATURE

“‘As iron sharpens iron, so one person sharpens another.’ This Proverb perfectly illustrates the need for one another. Individually, as women, we are strong. Our ability to juggle many tasks, make critical decisions, and think strategically, while taking care of others comes naturally. We do it every day, at work and at home. As individual women, amazing and wonderful things can be accomplished. Yet, when I consider the times I was my strongest it was because of the community of people I surrounded myself with. My blade, if you will, at times can become dull. On my own, I can’t sharpen it. But with my community, I am able to regain my power and strength. This is what having a community is all about.

“Personally, my guiding force as a woman in business is the absolute will to always do and be better. Being a mother in the workforce can definitely come with unique challenges, but it is also a great motivator. This for me is a great recipe to always put my best foot forward and make sure I never let any glass ceilings stop any growth or achievements I strive to make.”

At Signature, we come from all walks of life. We are diverse, individual, and effective in what we do. We each have our role to perform, ensuring the greater goal is being achieved. However, no one person can accomplish the task alone. Every woman, every person, adds one more layer of strength to our organization. We require each other’s support to become sharper in our performance. Our community is stronger when we work together.”

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-Shaloe Nations Hodges, Women’s ARG Member and Project Manager I

integrity ethical in every situation. we strive to do the right thing, even when it is hard. we do what we say we are going to do. NOUN12INTEGRITY

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INTEGRITY

Integrity in business is the foundation for abundance. Doing the right thing starts at the individual level. If we are collectively making ethical choices in our daily work, we are strengthening the level of integrity Signature has to offer. VALUES THAT GUIDE US

We define integrity as being ethical in every situation; striving to do the right things even when it is hard. Integrity means that you will do what you say you are going to do. Introducing new teammates to our core values the day they start their careers with Signature is paramount in amplifying our values’ meaning in our work. Tatiem Bender, Recruiting Coordinator, quickly resonated with integrity in her career. “Having integrity is important in the workplace because it facilitates a positive work environment and fosters respect. People with a strong sense of integrity incorporate actions like leading by example, acting with kindness, and honest communication in their day-to-day life. Holding yourself to a standard to conduct work ethically and morally everyday is beyond important for yourself and the people we serve.” We handle our core value of integrity with care. Just as we handle the business of healthcare, our relationships, and our communities. Integrity is your ownership of an ethical foundation. You don’t conform to others’ views or ways. It’s the belief that when business is done right, it is creating value for all. Integrity at Signature means we collectively contribute far more than we take. strengthening healthcare and our business. We asked our Chief Financial Officer, Rick Pane, what integrity means to him. What it means to him personally, in healthcare, and for our business.

As one of Signature’s leaders we look to for financial reassurance, guidance, and trust in the future, Rick explains everything must start with integrity: “To me, everything begins with integrity. You can have passion… courage…and respect, which are all key, but these must be built on the foundation of integrity. You have to be doing the right things for the right reasons. At Signature, we are a mission and purpose-driven organization. Improving the health of our clients’ business and making the lives of the people we work with better. Our mission is no small reach. Our focus is bringing U.S. healthcare costs under control, even though it is one of the most complex systems in the world. Why do we do it? It is an essential service. It’s essential to every American, client, provider, clinician, Veteran, and partner we serve. We are all in this together because of our shared economic interest and our shared, deeply-rooted core values. And when we do our jobs better and lead with integrity here at Signature, business and the healthcare system are enabled to get better.”

“And when business is done right, our Associates can feel good about the work they are doing. A company culture based on decency and honesty delivers positive benefits throughout the entire organization. With integrity in place, Associates are empowered and have a strong sense of trust in leadership when the company sees change and Toimprovement.”ourpartners, integrity means trust, dependability, and the certainty of a level of success. Integrity, above all else, must be present in every interaction we have with our partners. The commitment we demonstrate to our values and to each other is a testimony of how driven we are by our mission and guiding principles. a positive force for our communities. Signature takes pride in our presence in marginalized communities. This commitment comes from the desire to make lives better. We want to better the lives of the people who work within our four walls, and also outside of our business. At Signature, we believe in our values so much that we want our communities we serve and support to feel them too. We feel we are best connected with our communities when we can talk about what we believe in. And when it comes to integrity, that simply means we are going to do what we say we are going to do. When we say we are going to make lives better. We mean Fromit. the beginning, Signature has stood firm in uplifting inclusive communities. In our tenure, Signature has been honored to support dozens of communities and organizations through volunteering, donations, and sponsorship. Just in the last year, Signature Associates collectively offered 903 hours of volunteer and sponsorship time to our organizations and communities.

integrity THE QUALITY OF BEING HONEST AND STRONGHAVINGMORALPRINCIPLES

In addition, a total of 1,240 hours were spent actively engaged in our communities promoted by our Associate Resource Groups.

Sam paddock it customer representativeservice “Integrity is traditionally understood as adhering to a moral code or value system. But morals are relative. I prefer to think of integrity as the quality of being whole. Our company is made up of people from differing backgrounds and belief systems, but if we work together towards the same goal, we’re at our best. The Helpdesk Team is no different. We have varying experience levels, we’ve each encountered unique obstacles, and we retain information at varying rates. We perform the best when we can combine our powers like a nerdy version of ‘The Avengers.’” Lindsay Lee, our colleague and Accountant II, reflected on the levels of integrity demonstrated in one of our latest initiatives, Unanet: “Every Associate has tapped into a stronger sense of integrity since the launch of Unanet: our newest Enterprise Resource Planning system. With Unanet in place, there is a stronger sense of connection among our projects, people, and financials; triggering greater efficiency and improved decision making. This level of Associate- and business-led integrity keeps Signature operating within the guidelines to achieve Government Accounting Standards. When we meet these standards, we are able to say exactly how our time and dollar is being spent. With this knowledge, our leaders are able to make better predictions, evaluations, and plans for our business.

Lindsey Allen, Data Analyst II and LGBTQ+ ARG Leader, shared how she sees the core value of integrity shine in the LGBTQ+ ARG and community, “To me, a business having integrity in supporting marginalized communities means their actions match their words. They hire and promote from those marginalized communities, they find ways to give back, they raise awareness about issues affecting those communities, and they create a work environment that promotes diversity, equity, inclusion, and belonging. That way, meaningful opportunities are accessible to all.”

INTEGRITY

IT IS WHENRECOGNIZINGYOUNEEDHELP.

integrity... what does it mean to you? “integrity has to do with bestshowyourself...it’sbeingaboutbeinghonest.youwanttoupastheversionofyourself.”

IT IS PHYSICALYOURHONORINGMENTALANDWELLBEING.

You can’t do your best when you are not at your best. Listen to your mind, body, and soul. Honor your time away from work by mindfully using the time to recharge, find inspiration, and take care of yourself. It is called a healthy work-life balance. Meaning, your life and your work pull equal weights in your total wellness.

We sat down with Maritza Galeno, one of our talented Bilingual Provider Experience Representatives, to take a closer look at what integrity means to our “Integrityteammates.hasto do with being yourself…it’s about being honest. To me, it comes natural because my parents raised me with these ideals. You want to show up as the best version of yourself. Ask yourself, ‘Who does that look like?’ To me, it looks like someone who values what they do, they aren’t afraid to ask questions, they enjoy what they do, and always have something to keep them moving in the right Personally,direction.Ialways need to have someone to look up to. This keeps me sharp and motivates me to always keep asking more of myself. It also keeps me in check with my actions because, one day, I hope someone can look up to me, too. Integrity shows up at Signature Performance when we see each other go above and beyond to serve our mission and live out our values.” Integrity at work starts with a healthy relationship with your job. When you have a healthy relationship with your job, you have the space to ask more of yourself, be the best version of yourself, make contributions that are done right, and make a big impact. So, what does a healthy work-life relationship look like?

The goal is to never find yourself plateauing in your career. You can constantly work to sharpen your tools and knowledge by reaching for new opportunities, learning new areas of the business, and asking your manager for ideas on how to improve and expand.

Integrity is knowing yourself well enough to realize when you can’t handle something alone. Better yet, integrity is actually asking for help when you need it. Don’t see asking for help as a failure or set-back. Instead, it is you giving the task at hand the utmost levels of priority.

IT IS GIVING YOURSELF PERMISSION AND SPACE TO GROW.

MARITZA EXPERIENCEBILINGUALGALENOPROVIDERREPRESENTATIVE

INTEGRITY: WHAT DOES IT MEAN TO YOU?

courage we are daring, gutsy, and willing to tackle the impossible. Our courage helps to build a stronger future. NOUN16COURAGE

In business, courage involves taking very calculated risks. Those risks may be daring and seem nearly impossible. But those with Signature’s core value of courage are building the future. Even so, knowing the importance of courage in the workplace and acting in a courageous manner are two wildly different things. If you’re not sure how to be more courageous at work, take note from these teammates who are showing up, raising their hands, and leading with courage.

RAISING YOUR HAND

More so, what we do as a company requires courage. Showing up to work each day is the courageous mindset we need to accomplish our “Whatvision. we do in the healthcare industry isn’t easy. To take this system, which is full of waste and inefficiency, and figure out a way to change it and break it down takes courage,” Rosa said. “If we believe in what we’re doing, we’ll get the courage somehow.”

The Signature Way tells us to ask more of ourselves. One way to ask more of ourselves is to raise our hand to get involved. This act takes courage. Luckily, there are several opportunities to get involved at Signature and there’s sure to be a way that’s right for each Associate. Leutik raised her hand when she applied to be an Emerging Leader, an experience she says took loads of courage. “Emerging Leaders was good for me because I was shy. I wasn’t going to raise my hand,” using courage to build a strong career.

THE VALUES THAT GUIDE US 17

SHOWING UP Do you remember your first day at Signature Performance? Whether it was last month or last decade, you participated in an act of courage when you applied for a new job. You needed courage to show up on your first day, and you needed courage to build up the skills that now probably feel like second nature to you. For many, feeling comfortable working with customers and clients isn’t natural. “I was nervous talking to people on the phone and talking to others, so taking the job at Signature Performance was a big step for me,” said Provider Experience Lead, Jandra Leutik. “My first few calls were horrifying. It takes a lot of courage to pick up the phone and get all the info in a short amount of time. You just have to experience it for Evenyourself.”ifthat example doesn’t relate to you, you’ve certainly used courage in other ways at work. “No matter who you are, everyone has courage,” Operations Manager, Ken Rosa said. “When does it arise for you and how? Harnessing your courage is a huge thing. Just because someone doesn’t choose to harness it at this time, doesn’t mean they’re not courageous. There are tons of people out there who are courageous and are doing things we’ll never see.”

COURAGE

So what risks are you willing to take? How can you show courage today? As Rosa says, “Courage is to find every reason to go after it. Even if the chances of success are low, if it’s important, you go after it even if it’s not worth money or recognition. That takes courage.”

As we well know, a title doesn’t guarantee leadership and leadership can be shown with any title. “I encourage Associates to look for opportunities to make an impact and lead,” Rosa said. “It might be something they consider to be small, but it could have a huge impact. The biggest wave starts with the tiniest pebble. Each of us can be a leader in our own way and time.”

Rene Palos bilingual provider experience representative “The way I show courage at Signature is by always asking more questions about things that I may not fully understand. I also try to show courage by slowing down my work to take the time to get input from others.”

rebekah rarrick servicestransitionspecialist “I show courage at work by taking the initiative for a new project or by asking the hard questions to make sure things are being done correctly the first time. I think it important to try and see yourself in a different role and take risks to help yourself grow.” 18 she said. “But I saw the email for Emerging Leaders and thought ‘I love my job and I’m good at what I do. I think I want to try it and see what Leutik’shappens.’”topstrength

If Emerging Leaders isn’t right for you, or it’s not the right time, consider raising your hand to get involved in the SPARK partnership program (our new-hire orientation buddy system), participating in an Associate Resource Group, or signing up for a new Signature YOU class. Courage is a muscle that needs to be exercised and becomes stronger with use. If you’re nervous about attending an ARG meeting with new people, try engaging in small-talk in your next meeting or saying hello to new people at the grocery store. If you’re still not sure about raising your hand, make a list of best-and worst-case scenarios. You may find that the positive outcomes give you the courage to move forward and your worst fears aren’t all that bad. And when in doubt, follow Leutik’s advice and “Go for it! You don’t know if you don’t try. You can’t level up unless you raise your hand.”

Rosa explains that courage as a leader also requires another one of our core values: integrity. “Leaders should always act in the best interest in the company, and do what’s right.

courage STRENGTH IN THE FACE OF PAIN OR GRIEF.

is Achiever, so she’s always setting goals. Emerging Leaders became another goal, which led to newer, bigger goals both at work and at home. During her time in the program, she got her promotion to a lead position and became a foster parent of three beautiful children. Now, Leutik is an advocate for others who are also considering raising their hand. When a new lead position opened up, she encouraged seven people to apply. Only one got the position, but Leutik reminded the others “There’s always going to be another opportunity. If it doesn’t go well the first time, try again. We’re always growing and there will be another chance.”

Whether your title designates you as an official leader or you’re leading by example in your day-to-day actions, the possibility that others may look to you for guidance takes courage and Rosaconfidence.saysshowing courage as a leader means being able to step outside of your comfort zone and make mistakes. For example, “I’m not scared to ask questions and ask why we do things,” he says. Leaders also use courage to own mistakes when they happen. “As a leader, I’m saying ‘I’m willing to put my name on this, and if it succeeds great, but if it fails I’ll own it.’ Owning success is easy. Owning failure is courageous.”

LEADING WITH COURAGE

Ask yourself: ‘Am I doing what’s right for the right reasons? Am I trying to make an impact or help someone else be better?’”

BE UNSTOPPABLE SIGNATURE READS

BE UNSTOPPABLE BY ALDEN MILLS scan here for more information!

For more information about our 2022 Signature Reads program, scan the QR Code below and check out our Signature YOU course designed to help you be unstoppable!

Our new program, Signature Reads, is a company-wide professional development series designed to help you take your career to the next level. By joining our initiative, you will be provided with a copy of the Signature book of the year and can participate in several related opportunities to help you grow and develop as an individual and as a member of the Signature team. This year, we are taking inspiration from someone who embodies our core value of courage: Alden Mills, the author of Be Unstoppable and Unstoppable Teams. Alden Mills is a bestselling author and keynote speaker. He’s a nationallyrecognized rower and three-time Navy SEAL platoon commander. After his time in the Navy, he led his first company, Perfect Fitness, to over $90 million in sales in just three years. Now, Alden helps inspire teams, like Signature Performance, to be unstoppable in their careers, at work and in life. Some of our very own Signature leaders had the pleasure of hosting Alden on our campus back in November of 2021. We were so inspired by his message that we wanted to give all of our Associates the opportunity to grow and learn from his great work. Associates who read Be Unstoppable will discover and explore the UPERSIST framework, which Alden designed to help others stop making excuses and work toward building the life of their dreams. If you ever feel like you lack courage, the UPERSIST framework could be the mindset, motivation, and method you need to move forward and tackle your goals head on. Whether you’re looking for the courage you need to apply for that new promotion, go back to school, build a relationship, or speak up in a big meeting, you’re likely to find the insight you need from this book. We can’t wait to start reading with you and learning from each other! With Alden’s help, we know we can all be unstoppable in 2022!

reads signature

respect we treat others how we would want to be treated, with courtesy, understanding,compassion,andgoodwill. NOUN20RESPECT

RESPECTING OUR DIFFERENCES

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THE VALUES THAT GUIDE US

We’re told from a young age to “treat others as you wish to be treated,” “play nicely,” and “say please and thank you.” Respect, therefore, should be inevitable. It should be the default version of ourselves. But respect isn’t always automatic. Signature intentionally chose this core value because it’s important to our people, to our work, and to our industry. And our team takes specific action to demonstrate and uphold this core value. One of the most significant ways Signature Performance lives out our value of respect is through our Diversity, Equity, Inclusion, and Belonging Commitment. This statement is an action plan to create a diverse, equitable, inclusive culture where everyone knows they belong. If you’re not familiar with our DEI&B commitment, you can see it in the bold words that follow. Each phrase in this commitment was chosen carefully to represent what we believe and how we act at Signature Performance. Show up as your whole self. Do you know your top five strengths? One way in which Associates are encouraged to show up as their whole selves is to know and lead with their strengths. Identifying your strengths and working with a coach can help you understand how you work best and how you can present your whole, best self at work. You may discover that your natural pattern of thinking, feeling, and behaving is to build relationships and work with other people. Or you may find that you’re great at executing tasks and getting the work done. Whatever your talents, understanding how those can be leveraged in your specific role will help you understand how you can show up as your whole self. Not only do we value a job well done, but we value those who do it. We value you. Did you know that Signature Associates sent more than 17,700 Pats on the Back in 2021? Each of these Pats on the Back are a testimonial to a job well done and an individual valued. “Everyone, regardless of position or title, is valued for what we can provide for each other within the organization based on our qualities, abilities, and achievements,” said Claims Processor, Jennifer Vong. Sending these notes to people when they do great work shows that you respect and value the time and effort they put in. We celebrate how our diversity fuels innovation, ideation, and creativity. Consider our Innovation Team. The Innovations team exists to support and push the organization and its ideas and opportunities into industry disrupting solutions and services. To do this, this team needs to respect diversity of thought. If everyone thinks the same way, new ideas won’t be created.

“In my role, it is very important to have respect for my coworkers who look at me for answers. They may be frustrated and not know how to handle a question or complete a task. Whether they are new or tenured, how I respect them can turn their whole day around and show them that I am here for them.” said Provider Experience Lead, Steven Walls. Recognizing our diversity can ensure we come from a place of respect when working with our clients and each other. With respect at our core, we are curating an environment where everyone is included and has the opportunity to shine. Signature leadership is always looking for new leaders who align with the values of the company. They also lean on their teams for support, which demonstrates respect for the individual strengths and ideas that are brought into the workplace.

How are you showing up as your whole self? Own it!

“Upper management is always willing to help out and that shows respect to me,” said Provider Experience Representative, Sarah Keavy. “Respect for the business means a number of things like making sure you are at work on time every day, and doing quality work by following guidelines within the workplace. The opposite also matters: when you don’t come to work or don’t do quality work then that work either has to be done by someone else or corrected which doesn’t show respect for others within the business.” said Provider Experience Lead, Steven Walls. Our commitment to inclusion across race, gender, age, religion, identity, disability, and experience is forefront in our efforts to make Signature Performance the best place to work for our Associates. “Signature has so many Associates with so many different backgrounds and everyone plays a special role in what we do. Diversity is what makes Signature stand out the way it does,” said Provider Experience Representative, Michael Elayan. These efforts have helped Signature Performance earn the Baird Holm Best Places to Work award six times, and the Military Times Best for Vets award two times, among several other workplace awards. When you show up at Signature, show up as your whole self. We see what’s right in you.

RESPECTING OUR DIFFERENCES

mayra pena bilingual provider experience representative jennifer dickey caec representativecustomer “When we show each other respect in the work place, it creates a working environment that is welcoming and it helps increase our productivity.”

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Claims Processor, Jennifer Vong explains how our respect for each other aids our company’s success. “We can learn from each other, which allows for a more positive workspace and culture. Whether we’re working remotely or sharing the same workspace physically, when we have respect for one another and recognize what each of us can provide and do within our organization, we cultivate a culture that motivates us all to perform at our very best. At Signature, individuals matter just as much as the whole.”

“I think the most important way we can show respect in the workplace is through having empathy. This is especially important when speaking with Veterans and their family members. I try to treat them as I would treat my own family.” Our diverse Associate makeup allows us to provide top-notch solutions to our clients and each other. At the end of the day, our respect must influence our Performance. Improving the health of our clients’ business and making the lives of the people we work with better is all about respect.

In my opinion, having respect in the workplace is one of the most important aspects of having a positive workplace culture. I also think that being respectful should be easy. To me, respect can be as simple as smiling at others in the hallway or saying thank you to a co-worker for holding a door open. Being kind, listening, and having a great attitude ensures that I am doing my part to create a respectful work environment for all those around me each and every day.

I believe that respect should always be a two-way street. The best thing about Signature Performance is that the ‘respect street’ never gets backed up. I think the company as a whole has a great perspective as to what respect is all about. The attitude about respect makes it ten times easier to not only show up to work but also makes me enjoy being a part of such a great, positive company like Signature.

IN YOUR WORDS words IN YOURbeckycarpenter

| claims processor

jabree cloinch | provider experience representative

Desiree Williams | provider experience representative

chase kauzlarich | provider experience representative

I think the number one way to show respect to others, in and outside of the workplace, is to always listen and pay attention to both verbal and nonverbal communications. I also think it is important to recognize and honor other peoples’ strengths, rather than their differences. By being polite, inclusive, and respectful of my peers’ time and work helps me create a positive work environment for everyone around me.

I believe that respect is shown by giving value to each person I work with and by honoring their achievements. By providing my undivided attention when speaking to others, I strive to always be courteous and polite through every interaction. Whether it is a customer or a co-worker, I think it is essential that we always be kind and treat others how we would like to be treated. how do you show respect in the workplace?

sandra beasley-henry provider experience representative

Raquel vasquez bilingual caec customer representative values

My top strength of ‘Achiever’ helps me be passionate about my work because I like to set hard personal goals for myself. When I reach those goals, it fuels not only my sense of self accomplishment, but also my passion to reach higher and harder goals. Reaching the goals I set for myself gives me a very strong sense that I am truly making a difference through the work I do at Siganture.

jeff bridgeford qa specialist

My top strength of ‘Responsibility’ helps me feel as though I am really connected to our core value of integrity. I strive to have integrity in my role by being accountable for my actions, whether it is positive or negative, and by not passing blame. I try to do the right thing even in difficult circumstances and ultimately, I know that I’m responsible for my successes and/or failures and no one else is.

FINDING STRENGTH IN OUR VALUES

I feel that my top strength of ‘Consistency’ has helped me connect to the core value of integrity because I strive to always be fair to others and not allow other people to feel left out for any reason. I like to try my best to help others feel like they are treated fairly and that it is done all of the time and not just when it is most convenient or at random. Integrity is important to me because I think it is the basis of having a positive work environment.

lonshae mccullough caec customer representative My ‘Belief’ strength helps me demonstrate my passion for what I do at Signature everyday because I believe in doing what you love. I love helping people. Each day providers and beneficiaries call us needing important and valuable information. Most of the time, members and providers just want to understand, as we all do. To be passionate is to care. I am your passionate customer service professional. “With whom do I have the pleasure of assisting today?”

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Logan Kerby systems security lead

My top strength, ‘Adaptability,’ plays into our core value of courage because you never know what the next challenge is going to bring. You must be courageous enough to jump into the deep-end and give it everything you have in order to adapt to any situation that may arise. You know there is a chance of you sinking, but you do it anyway because the reward is worth the risk.

Andrew Bigler provider experience representative I think my top strength of ‘Futuristic’ keeps me moving and makes me courageous. It can take real courage to answer certain calls and to work through problems with our providers. By being futuristic and showing courage in my work, I am able to help both providers and beneficiaries have a more positive outcome. I look forward to growing with the company and to continue using my strengths to see what’s possible.

Aviana La Torre provider experience representative

For me, my top strength of ‘Empathy’ is really just about caring for the people around me. I try to focus on caring about who they are, what they’ve gone through, and what they might be struggling with. We all go through life and its challenges at different stages and in different ways. You never truly know what offering a shoulder to lean on or an ear to listen could mean to someone in their time of need.

FINDING STRENGTH IN OUR VALUES

Jeremy Weible eohi discovery lead As a ‘Relator,’ I have a strong sense of empathy and put myself into others’ shoes. When you relate to what someone else is going through, inside and outside of work, you build a bond that is bigger than just a professional relationship. Especially in today’s world where everything is virtual and we don’t get the opportunity to always be face to face, it’s important to connect and be able to problem solve to make the best decision we can, and also make a friend out of it.

CHEERS AND ANNIVERSARIES

Signature was named as a 2021 Best-In-Class Employer from Gallagher’s 2021 Benefits Strategy and Benchmarking Survey! Thank you for all you do to make the lives of the people we work with better! Please give a round of applause to the 36 Signature Associates who were selected to take part in the 2022 class of Emerging Leaders! These Associates raised their hands and stepped out of their comfort zone to apply for the program and we are so excited to see where the journey takes them! Congratulations! Your leadership journey awaits!

Congratulations to our Senior Instructional Designer, Morgan Sammons, and HR Manager, Amber Schmit for completing their Gallup Strengths Coaching certification! Both women will now be available to conduct strength coaching sessions and will be able to share their knowledge with the Signature team! Great work!

Congratulations to these 17 Associates for officially completing more than 100 courses on Signature YOU! Way to dedicate yourself to learning and development! You inspire us all to be better learners!

Cynthia ErinDangieCarolJohnAmandaKeepLinseAllisonIIITrevinoJansenStites

It is an honor to be recognized for the second time with the VETS Indexes Employer Award. This distinction recognizes Signature’s commitment to recruiting, hiring, retaining, developing, and supporting Veteran Associates and the militaryconnected community. We are honored to carefully align our efforts to ensure Signature provides the best opportunities possible for those who once served our great nation and are now serving our mission.

Kay RebekahMikeJulieKeyesKrupickaLogudaRarrick

The skills and techniques learned from ACI will further Mike’s understanding of our markets and the market players much better. By achieving CIP certification, Mike enhances his already strong skills for research and analysis.

Cheers to the Signature Performance Human Resources Team for all of their hard work and dedication to providing Signature Associates with top-notch benefits!

Cheers to Mike Heideman who recently received the Competitive Intelligence Professional Level 1 certification through the Academy of Competitive Intelligence!

Cheers to Zach Fain, SVP of Business Transformation who has accepted the 2022 Disruptive Tech Agent of Change by G2Xchange on behalf of our entire ClaimsXM team. In conjunction, our ClaimsXM platform that Zach and his team manage, was also named a 2022 Disruptive Tech Program Award recipient. The G2X Disruptive Tech Change Agent Awards recognize Federal IT and consulting leaders and programs who are working every day to positively disrupt the Federal market.

Jandra MarkHeatherShandaLynnKathrynLeutikFosterSteinauserMcNealeySearlsMathia

SIGNATURE MOMENTS THE VALUES THAT GUIDE US 10330 REGENCY PARKWAY DRIVE SUITE 305 OMAHA, NEBRASKA SIGNATUREPERFORMANCE.COM68114 Your core values are the deeply held beliefs that authentically describe your soul. john c. maxwell