Signature Moments 2024 | Volume I

Celebrating 20 Years at Founder’s Day

Words of Advice From Our Leadership Teams

Benefits 101: Health Savings Accounts

IN THIS ISSUE

To submit company news, achievements, kudos, etc. please email communications@signatureperformance.com

FROM THE DESK OF

Allen Fredrickson Founder and Chief Executive Officer

potential, for that comes from within, but we can try to foster it and set the stage for it.

I see Signature as a vehicle that allows for this. It’s an opportunity. What people do with it or make of it is up to them. However, I want the company to do whatever we can to help set the stage for individual and collective success.

In my early twenties, I read a book that had a profound impact on my life and business journey. In the book The Common Denominator of Success, it said “Successful people simply are willing to do those

the easiest of the two. Taking action requires unusual commitment, time, and effort. The action isn’t necessarily a difficult thing to do, it’s whether a person is willing to do it that separates highly successful people from others.

This message has stuck with me: making a big impact in my career is entirely possible, but how important is it to me and am I willing to do what it takes to do it?

That was easy for me to answer because I knew I was brought into this world with a reasonable mind, body, and soul and a stage to live on

Signature’s a vehicle; you’re the driver. Life’s the vehicle; you’re the driver. America’s the vehicle; you’re the driver. Please consider placing yourself in the position of being more successful by doing what others aren’t willing to do.

Go get ‘em!

Carpe Diem, Allen

WORD ON THE STREET

Setting goals is a great way to plan for the year ahead. What goals or habits are you trying to implement to help you improve your performance at work for 2024? How do you plan on sticking to those goals and habits?

DEAN WILLSON | QA SPECIALIST

I am a big believer in the process. Now that I have been with this department for a year, my major goal is to assess my processes and improve them accordingly. I am also evaluating if I can lend my experience to improving any current departmental processes to determine if I may have ideas to enhance them.

ASHTYN HEBERT | CAEC CUSTOMER REPRESENTATIVE

My 2024 work goal is to better understand my gaps in knowledge and work on them to better myself and the work I do here with Signature. I am looking forward to celebrating my 1 year with Signature in March and am hopeful that by combining all I have learned and accomplished in my short time - from the five9 team to helping with the Lead Line - I can advance in the company this year. My goal is to become a Lead or Lead Line Representative.

SAM KEIMIG | EOHI DISCOVERY REPRESENTATIVE

Starting a new planner in 2024 is really helping me stay motivated and focused both on my personal and professional goals. Seeing everything clearly helps me feel set up and organized! I also think having a good work-life balance and doing my favorite hobbies after work helps me feel more relaxed and ready for the next day. I am making sure I am intentional with my time off by not scrolling through my apps for hours after work. I will keep all notes and information organized for my daily activities and make sure it’s all accessible to me when I need it.

YOLANDA FLOWERS | PROVIDER EXPERIENCE REPRESENTATIVE

In 2024, I am planning to apply to be part of the next cohort of the Emerging Leaders Program to grow within Signature. I know that it will help as well with my personal growth to be a better person each and every day. I will aim to stay motivated and to continue being the voice of our Veterans. I will also work toward achieving greater merits than in 2023.

SCOTT COVER | SENIOR PRODUCTION SUPPORT LEAD

My goal for 2024 is to read more books and expand my knowledge of our industry. I believe learning fosters a proactive mindset, preparing you for the challenges you may face. I plan on spending an hour daily on reading and learning while making it a part of my daily routine. To achieve my goals, I am using an app to track my time and will find ways to reward myself for my follow-through.

TRACY JACKSON | CAEC CUSTOMER REPRESENTATIVE LEAD

In my current role as a CAEC Lead, my goal is to lead by example, encourage our Customer Service Representatives, and provide excellent service. I am also setting a professional goal for myself to concentrate more on professional development in 2024. How I plan on sticking to my goals is by doing at least two Signature YOU courses a month. I want to continue to learn and grow here at Signature Performance. “Growing is the result of learning.” - Malcolm X

how are you showing up for your team and setting strong goals in 2024?

TIFFANY WASHINGTON | CAEC CUSTOMER REPRESENTATIVE LEAD

My goal is to help as many people as I can - within the company and our clients. I also want to finish school with a bang this year, so that I can offer more help to the company since it helps me every chance it gets. I plan to keep this up by not allowing the things I can’t control to get in the way, knowing my worth, and remembering who I am. It is my goal to reach as many people as I can in this lifetime. I went through a lot to get to where I am now, and it may save lives to let others know my story.

JOANNA BONHAM | SENIOR EOHI DISCOVERY LEAD

One goal I plan on trying to implement is starting work around the same time every day. This makes it easier for others on the team to know when I will be in and available to assist them. It will also help to balance my work and home life so I can reserve a good amount of time to spend with family and the needed amount of time to accomplish my work. I plan on setting my alarm regularly and adjusting the time I “Call it a night,” so I can get enough sleep to be effective and efficient the next day.

CELEBRATING 20 YEARS OF

Signature Performance

As Signature officially turns twenty years old, we look back fondly on where we have been and look forward eagerly to the possibilities of the future. It is with an amazing team of people that amazing things can happen in business. As a team of over 1,200, we are proud to stand together and celebrate the accomplishments of the last two decades. Did you know that only 15% of businesses survive long enough to celebrate twenty years? A group of over 500 Associates and their closest friends and family joined together to connect, dance, laugh, and cheers to an exceptional history of performance and excellence. We came together to raise our glass to all those who have made the last twenty years possible and collectively placed our signature on twenty years of Signature Performance.

CELEBRATING 20 YEARS WITH Remote Founder’s Day

An outstanding 20 years in business deserves to be celebrated. Our festivities didn’t end with our onsite event at Steelhouse Omaha. With over 80% of our Associates working remotely across the United States, we knew it was essential they were included and a part of our 20th anniversary celebrations.

We kept the celebration going with our remote Associates on Thursday, February 22nd with a festive night of reflection, connection, and celebration on our Remote Founder’s Day Zoom Party.

What is a party without a theme? Our birthday-themed evening was filled with cake, candles, and of course, some friendly competition. Over 100 Associates from 28 states joined our first-ever Virtual Founder’s Day Celebration. Signature’s Founder and Chief Executive Officer Allen Fredrickson opened the evening with inspiring stories on the origin of Signature Performance and what the last 20 years has meant to him.

“I can’t wait to see what this company can do over the course of the future. I’ve got this feeling that the

next 20 years will eclipse anything we’ve done or ever thought we could do.” - Allen Fredrickson, Founder and Chief Executive Officer.

With Associates in over 47 states, we know that these live events are an impactful way for our remote team members to build connections. For many of our Associates, this was the first opportunity to hear from our Founder and CEO in a live setting. Smaller breakout rooms provided opportunity for Associates to participate in more intimate conversations and see some of their coworkers face-to-face for the very first time!

At Signature Performance, we are continuously striving to find ways to connect our Associates from coast to coast. Each team member, whether they are located near our Omaha headquarters or on the West Coast, is an essential piece of creating a healthier healthcare system. Our mission of improving the health of our clients’ business and making the lives of the people we work with better would not be possible without the work of our 1,200 Associates and counting.

FIND THE SIGNATURE EDGE WHEREVER YOU GET YOUR PODCASTS

NOW IS A GREAT TIME TO LISTEN AND SUBSCRIBE TO THE SIGNATURE EDGE, OUR IN-HOUSE BI-WEEKLY PODCAST HOSTED BY SIGNATURE’S OWN MARK MATHIA, AMY HENNINGS, AND CHRIS WOODHOUSE. THE SIGNATURE EDGE HAS 50+ EPISODES DESIGNED TO CONNECT YOU WITH SIGNATURE’S PEOPLE, CULTURE, AND MISSION!

How Self-Care Trends Can Lower Healthcare Costs

We all know the term ‘self-care’ has become a popular part of today’s vernacular whether it be in your office breakroom, on social media, or even on health news channels. You yourself might even plan to practice some type of self-care as a part of your New Year’s Resolutions. But what is self-care and why would Signature Performance, a healthcare company dedicated to improving the cost and access to healthcare, be interested in self-care?

Self-care can be defined as the practice of taking action to preserve or improve one’s own health. Types of self-care could include but are not limited to, enrolling in a gym membership, purchasing a walking pad for your at-home office, signing up for a healthy meal subscription service, downloading a meditation or sleep app, or proactively using mental health resources such as therapy.

Although the concept of self-care can seem trivial at times...we all know someone who purchased a Peloton in 2020 who never quite maximized its sweaty potential...self-care as a movement has and will continue to impact the healthcare space. Millennials in particular, are redefining what it means to have total well-being and are dedicating their time, energy, and finances to fine-tuning their self-care regimens. And while you might think of self-care as just another expense month to month, what if participating in these activities could save you hundreds, if not thousands of dollars year over year in traditional healthcare costs?

As a company who has been serving healthcare for over 20 years, our team at Signature Performance is committed to exploring unique and out-of-thebox ways we can help transform the industry. By exploring the different types of self-care we can examine their positive health benefits and directly connect self-care to a future with lower healthcare costs.

Prioritizing Physical Fitness to Boost Overall Health Outcomes.

Let’s take a look at that new gym membership you’ve seen everyone in town signing up for to ‘kick off their new year’. According to the Physical Activity Guidelines for Americans, the average adult needs 150 minutes of moderate-intensity physical activity and two days of muscle strengthening activity per week. Research shows that individuals who belong to a formalized exercise establishment (think your local YMCA) are more than 14 times more likely to meet these weekly physical activity guidelines.

Routine gym goers also have routinely better cardiovascular health and are at a dramatically reduced risk of obesity. By hitting the gym a couple times per week, the likelihood of developing serious diseases and or other health conditions such as High Blood Pressure, Type 2 Diabetes, or Coronary Heart Disease can be drastically reduced. According to

the National Institute of Health, the average person with diabetes incurs annual medical expenditures of almost $20,000, 2.6 times higher than what could be expected for those without diabetes.

“What many people do not realize is that fitness level is the best predictor of all-cause mortality. That is, the better cardiovascular shape you are in, the less likely you are to die early from heart disease, stroke, complications of diabetes and even cancer-the leading causes of death of Americans. Cardiovascular exercise combined with a daily practice of prayer and or meditation are the best self-care options for lifelong good health and lower healthcare costs.” said Dr. Leo Greenstone, Chief Medical Officer at Signature Performance, when asked about the importance of physical health.

Suddenly stopping by the gym three times a week on your way home from work, or waking up 30 minutes earlier to take a walk around the neighborhood suddenly seems like a no brainer, right? Even purchasing a walking-pad for your desk to add in 30 extra minutes of physical activity per day can make a huge impact on your overall health and could potentially decrease your yearly medical expenses.

Healthy Diets, Meal Subscriptions, and Improved Long-term Health.

Another form of self-care that has gained momentum in the last few years is the peaked interest of Millennials in eating healthier, more balanced meals as a lifestyle choice rather than as a chore. The adoption of meal service subscriptions by young professionals in particular has been on the rise since the Covid-19 pandemic. And while for those who love crafting elaborate recipes in the kitchen this may not seem like a benefit, for those who dread cooking, grocery shopping, or simply don’t know what to eat to have a well-balanced diet, these products have been able to make a positive impact on their overall health.

According to the CDC, eating a well-balanced diet is one of the top ways to promote an overall

healthy lifestyle. By eating nutrient-full meals, adults can boost their immunity, strengthen bones and muscles, improve their digestive system, maintain a healthy weight, and lower the risk of Heart Disease, Type 2 Diabetes, and some cancers. With meal subscription services ramping up in popularity, people who may have previously opted for fast food options, can have better access to a balanced, proportion controlled diet with little to no guesswork. By keeping your immunity strong and your body properly energized, you can reduce your likelihood of illness and or injury which could ultimately save you from an unplanned trip to the doctor. Less unexpected doctor visits will likely result in less unexpected medical costs.

The Big Picture

When examining the obsession with self-care it’s hard to ignore the positive outcomes it is having on overall health and well-being. The more time and energy spent on total wellness, whether it be attending daily Pilates classes, opting for a more nutrient filled lunch, or practicing daily gratitude, the less likely one is to experience extreme or severe health issues. Taking a preventative approach to healthcare can make a huge difference in the lifespan of one person. By opting for healthier choices and making self-care a priority, we can predict that those who participate in this new wave of health-inspired living will see lower health risks, reduced medical expenses, and a longer life expectancy.

At Signature Performance, we are dedicated to lowering healthcare costs in the United States by improving the access and quality of care. Although our specialty lies in healthcare administration, we are committed to staying curious about healthcare trends and how small changes to one’s lifestyle can make an impact in overall health outcomes. With healthcare administrative costs accounting for over 40% of total healthcare spend, we know there is a problem that needs a solution. If each individual can take one small step to improve their overall health and well-being, we believe the healthcare industry as a whole can benefit and improve.

Ready to Learn More?

To learn more about healthcare updates, company awards, thought-leadership, and trending industry topics, check out Signature’s blog, The Link. www.signatureperformance.com/thelink

More than 50 Associates have participated in learning and development in a new way in the last few months: Signature YOU After Dark. These classes, which typically start at 7 pm Central Time, cover the same excellent learning and development content as our daytime live courses, but at a time that’s more convenient for many of our Associates, especially those on our 24-hour CAEC line.

YOU ASKED, WE LISTENED

This new course time is a direct result of Associate feedback on Signature’s S14 engagement survey, a compilation of 14 expertly picked questions that we routinely ask our Associates to get a pulse on their overall experience and engagement levels based on the following areas of feedback: Role, Growth, Added Value, Team, and Pride.

“My team’s S14 survey results showed that the overnight team felt they didn’t have the same connection and training experiences as daytime folks do,” Overnight Operations Manager Shelby Yost said. “Having more opportunities like this was something I wanted for my team, but those survey results pushed me to pursue it further.”

Shelby got in touch with members from Talent Operations and the Experience Team and, in a matter of weeks, After Dark classes were born.

“Shelby is a huge proponent for getting people enrolled in these late-night courses,” Instructional Designer Andrew Ciochetto said. “A normal course during the day might have 20 people. But for an After Dark class, we might open 30 or 40 spots. We decided to open these sessions to larger class sizes because that’s what this audience needs.”

CONNECTING THROUGH LEARNING

For many Associates, these late-night classes are a necessary opportunity to connect with others. This is especially true for the Associates who work the overnight shift.

“The overnight shift is a lot more lonely,” Shelby said. Often, these Associates are working by themselves while other members of their house are asleep. Shelby’s team is active on Teams Chat, but they connect in a live setting only occasionally.

Even some Associates who work daytime hours have attended the After Dark courses, taking advantage of an opportunity to meet coworkers with whom they would otherwise likely never interact.

“MY TEAM MEMBERS LOVE BEING ABLE TO CONNECT WITH PEOPLE FROM OTHER SHIFTS,” SHELBY SAID. “THIS GIVES OUR OVERNIGHT ASSOCIATES TIME WITH COWORKERS THAT THEY MIGHT NOT GET TO TALK TO BECAUSE THEY WORK THE DAY SHIFT.”

- Shelby Yost

The After Dark course instructors do a great job of reserving some time during the session for participants to chat and connect with their classmates and best friends at work. Shelby mentioned having a chance to connect with someone from her training class with whom she had lost touch.

“After Dark classes are very conversational,” Andrew said. “Engagement in the chat is often very high, as well. There’s a lot of people talking and conversing.”

ADDRESSING ASSOCIATE WELL - BEING

So far, the primary topics covered in the After Dark courses have been about Associate well-being. Based on S14 feedback and Shelby’s observations, this is a topic that’s very important to this audience.

“Other than each other, the overnight Associates don’t have many resources when they receive difficult calls,” Shelby said. “For example, they probably can’t go out and take a walk. Since it’s dark out, they might need to be inside.”

In December, Chief Experience Officer Mark Mathia taught an After Dark session of his popular live class, Seven Happiness Habits, a course that covers simple habits to enhance our mood and outlook at work.

“I like how he explained the different types of happiness,” Kierra Stone, CAEC Customer Representative, said. “That class was really good. It was informational and it gave me a bit of space to think about myself and what I’m doing to make myself happy. I feel like the After Dark classes allow me that time to think about myself and what I need.”

THE FUTURE OF AFTER DARK

The Learning & Development Team will continue to offer these courses once per month and cover a variety of topics.

“We want these classes to have a lot of engagement and interaction,” Andrew said. “We’re intentional about what kind of skills you can learn by yourself at night. I want people to leave these classes feeling like they had a great experience and they’re motivated to keep doing self-paced learning.”

Shelby is continuing to partner with the Learning & Development Team to tailor these classes to her team’s unique needs, and she has already seen tremendous results from these offerings.

“Everyone I’ve talked to has loved the After Dark classes and said it has helped them in some way,” she said. “I’m so happy with the participation from just my team alone. I’m proud of my team for making it a priority to come and join these classes.”

Whatever your work schedule may be, keep an eye on Signature YOU for future After Dark sessions. There’s excellent energy learning in this setting.

“One thing I like about After Dark courses is people are there, and they want to be there,” Andrew said. “When we see 32 people show up, it makes my night. It’s a bunch of people who want to learn and enjoy being part of this company.”

Living and Leading

Words of Advice from Our Leadership Teams

Welcome to an exclusive insider’s guide where a few of our senior leaders unveil their invaluable insights across three dimensions of success when it comes to reaching your goals. In the realm of Strategic Career Guidance, illuminate your path to professional growth with wisdom from those who have navigated the intricate landscape of career development. In Lifestyle Mastery, delve into tips that not only elevate daily living but also nurture overall well-being. Finally, in Tactical Professional Insights, discover the day-to-day game-changers that have propelled our leaders to the forefront of their fields.

STRATEGIC CAREER GUIDANCE: The Path to Growth

Allen Fredrickson | Founder & Chief Executive Officer

During your career, there are many things you can’t control; so it’s important you do everything you can on the things that you can control. In my experience, here are a few things you can focus on controlling. First, work hard and hustle. Success doesn't always favor the smartest or most experienced; it often rewards those who outwork others. Working hard generates unique insights and opportunities, creating paths that wouldn't exist without dedicated effort. The second is having a positive mentality. Embrace a "yes, I can" mentality for both creating value and enhancing overall life quality. Third, create consistent habits. Establish daily habits and commit to them, fostering discipline and routine. Fourth, prioritize impact. Differentiate between tasks that truly matter and add value and those that don't contribute to growth. Avoid busyness on tasks that lack impact. And lastly, strive to be indispensable, someone others can't imagine being without. Be so exceptional at what you do that ignoring your contributions becomes difficult.

Chris Vairo | Chief of Staff

One thing I learned early in life was to not be short-sighted in gleaning everything you can from opportunities. While in college, I had to complete two speech classes. Back then, this seemed daunting with a fear of public speaking. Because of my fear, I opted to complete the classes in the summer with abbreviated coursework. I got through both classes, even though I hated them and didn’t give it my best. I soon realized that because of this shortcut, I had a weakness in the business world. I found myself shying away from speaking or presenting but knew I had to overcome this mental block. I faced this fear head-on and started volunteering for speaking opportunities, spoke in small group meetings, and eventually on stage in front of hundreds of people. I survived! After a few years of this, I realized that I had become good at it and enjoyed public speaking. Since then, I have made it a point to tackle weaknesses head-on and transform them into strengths. Identify your areas of opportunity and drive yourself to master those; only then will you see incredible, positive changes.

Mark Mathia | Chief Experience Officer

We work in a fast-paced industry where excelling in our careers improves people's lives. One of the best ways to achieve career success is using our Strengths daily at work. At Signature, we invest in the CliftonStrengths assessment for every Associate, a tool that helps people identify their natural tendencies and unique abilities. Once we discover our Strengths, it's crucial to take the initiative to identify and assess our unique skills, talents, and abilities, empowering us to achieve quality results. We must also understand how our Strengths appear in our work when accomplishing tasks, solving problems, interacting with others, and setting goals. Our Strengths can unleash our full potential, enhance our performance, and accelerate our career growth.

Rick Pane | Chief Financial Officer

My business mentor told me, “Always bring something to the table, and always keep adding to your toolbox.” The former is focused on striving to contribute positively to the good of a mission, while the latter focuses on continuous self-improvement. Be it further education or skills training, your development should never stop.

Scott Simet | Vice President of Talent Operations

We’ve all heard that teamwork makes the dream work. As cliche as it may be, there is nothing more powerful than a team of highly skilled and motivated individuals committed to a common mission. At Signature, we all show up for each other to be and do our best. The ability to be present - for your team, organization, and community - drives our success. Be willing to drop what you’re focused on to take a phone call, respond to an email, or have an impromptu conversation with an Associate or client. Our unwavering presence and prompt support are powerful in the business of healthcare.

Suzanne Motta | Senior Vice President of Talent Acquisition

Keep your eyes open for opportunities. They are rarely handed to you, crafted for you, or advertised in some way. They most often look like someone else’s struggles. Can you help, share your experience, pitch in, or take on the job no one wants to do? Opportunity is rarely glamorous.

LIFESTYLE MASTERY: Enhance Life and Well-Being

Karen Hudgins | President & Chief Operating Officer

Enjoy the journey, as the journey itself is the ultimate destination. Remember to expect the unexpected. Being prepared for surprises and challenges will help you view them as opportunities for growth, not roadblocks. Remain calm under pressure to enable better decision-making during high-pressure situations. Focus on what you can control as this will empower you and maximize your effectiveness. And finally, never forget that it takes a village. Success often involves a collective effort; therefore, it’s important to not only recognize, but celebrate, those you collaborate with along the way.

Dr. Leo Greenstone | Chief Medical Officer

Adding or honoring an existing prayer or meditative daily practice into one’s life has been shown to support good health and longevity. It helps people “stick” to their healthy lifestyle choices like exercise and healthy eating, lowers

stress, and builds resilience. This type of practice also builds our awareness and mindfulness, which helps us keep perspective and enhances gratitude.

Josh Klein | Senior Vice President of Operations

Allow yourself time to process information whenever possible. Often your initial reaction may be based on emotion. Give yourself a day to process the information and see different points of view. This practice leads to better interactions, focused outcomes, and stronger working relationships.

Shasta Johnson | Vice President of Business Transformation

Never say things you cannot take back. Embrace mindfulness and choose your words carefully. Avoid name calling or using words that are intended to hurt. Hurtful words can last forever. Instead, try to leave a lasting impression of positivity and love.

TACTICAL PROFESSIONAL INSIGHTS: Your Day-To-Day Game-Changer

Amy Hennings | Vice President of Organizational Experience

My day-to-day game changer is simple: consistency. The key is to decide what you want to do consistently every day and then commit to it. This decision, in my experience, makes the most significant difference in life. For instance, dedicating just 15 minutes a day to reading accumulates to 90 hours of reading in a year, equivalent to over 5,400 pages. Running two miles daily adds up to covering over 700 miles by the year’s end. Even the seemingly small act of making my bed every morning sets the trajectory for accomplishing ‘good things’ throughout the rest of my day. In essence, it’s the small consistencies that pave the way for dramatic advancements in life.

Marc DuBois | Chief Growth Officer

Work ethic is a fundamental tenet of those who experience professional growth, but sometimes it can be misunderstood. There is a stark difference between activity and productivity, where hours worked are not necessarily the telling measurement. While the willingness to work hard is important, what is even more impactful to an organization is the ability to identify and prioritize what you should focus on. Furthermore, I believe that the harder a person works, the luckier they get. When you think about situations where you could pass or say no, whether it’s attending an event, putting in an extra hour, or making a connection for someone that won’t directly pay off now, just say yes. Getting lucky sounds counterintuitive as luck is not in our control, but I believe each of us will get one, or maybe a couple, meaningful opportunities throughout our career to take a life-changing shot on goal. While it’s on us to capitalize on such an opportunity, putting yourself in the position is what requires significant upfront effort. It’s our continuous effort that sets us up for impactful professional growth.

Sheila Waring | Chief Strategy Officer

I am reading the book “The 4 Disciplines of Execution”. 4DX® is a proven set of practices that represents a new way of thinking essential to thriving in today’s competitive climate. I find the principle of applying consistent energy to activities is the most predictive of goal success.

Celebrating New Business Campbell County Health

Facilities include one 232-bed acute care hospital, almost 20 specialty clinics, a rehabilitation center, a long-term care facility, and a surgery center.

With over 1,000 Employees, Campbell County Health is the largest provider of healthcare services for residents of Campbell County and surrounding areas.

Signature Performance is proud to announce its newest client, Campbell County Health (CCH). This exciting new commercial-sector partnership is a great addition to the current clients Signature Performance Healthcare serves. CCH is on a mission to serve their community by providing a lifetime of care with dedication, skill, and compassion. With a 232-bed hospital and almost 20 specialty clinics, CCH offers a wide variety of services to meet the varying health needs of the patients they serve.

We are excited to work side by side with CCH’s leadership and front-line staff to offer a top-tier revenue cycle experience. Through this partnership, SPHC is working collaboratively with CCH to optimize the health system’s revenue cycle operations. As of January 2, 2024, an estimated 40 SPHC Associates are now providing medical coding and HIM management services, as well as handling all insurance billing and follow-up needs for their facilities.

But this partnership goes beyond simply outsourcing revenue cycle functions - what makes our approach

uncommon is the personalized approach to our working relationships with CCH leadership. The SPHC management team provides regular operational feedback to ensure quality outcomes that meet their organizational needs.

Christina Frye and Courtney Hewitt serve as the senior operations leaders, with Brandi Campbell and Christie Mares managing the day-to-day operations.

“I am honored to be part of the Campbell County team, this small town has a big heart. Any new client brings new challenges and demands, but we are excited to help CCH grow and transform their business to best serve the population of Gillette. My experience thus far has been very rewarding,” Courtney said.

We are thrilled to serve another valuable client by helping them lower healthcare costs. By improving its system’s financial performance, CCH will continue to be able to provide excellent care to its patients and promote health and wellbeing for generations to come.

Brandi Campbell

Chris Vairo

Christina Frye

Christie Mares

Courtney Hewitt

Jesse Weisbrod

Josh Klein

Justine Olsen

Michelle Swertzic Rick Pane

Stories of the

SIGNATURE WAY

We believe success is achieved by making an impact each and every day. The Signature Way is a collection of eight principles, created by our Founder and Chief Executive Officer, Allen Fredrickson, to drive us to be the best we can be as we work to improve the health of our clients’ business and make the lives of the people we work with better.

Our Associates care deeply for our guiding principles, and often you’ll hear stories of how these principles are seen in action not only at Signature but in the personal lives of our Associates. This year, as we celebrate our 20th year in business we are proud to share the stories of those who have not only embraced our guiding principles and values but have also inspired others to do the same.

BE A DIFFERENCE MAKER

An enthusiastic participant in many of Signature’s programs, Jeannie Hamilton, CAEC Customer Representative, recently completed our exclusive ALOHA framework. After receiving her ALOHA pin in the mail, she shared the difference the program made in her life on our internal Facebook group. By doing

so, she called fellow Associates to action and invited them to participate in the next ALOHA cohort.

“I love being a part of Signature’s programs because they all inspire growth - whether it’s professional or personal. These collaboration spaces, again and again, offer psychological safety - a space to be yourself, be listened to, and be vulnerable,” Jeannie said. “Programs like ALOHA are a space to listen to other’s stories as well and find inspiration, showing me time and time again how different we all are, yet the same.”

And it’s her actions time and time again that remind her Signature team that she is cheering for their success. Hamilton is a positive difference in the lives of the Associates she works with, extending her passion and encouragement across departments.

“Jeannie embodies Signature’s values, is passionate about helping those around her, and always has a positive, can-do attitude,” Rachael Lewis, Operations Manager, said. “She raises her hand to help teammates in any way she possibly can and is very encouraging toward everyone. She truly embraces being a difference maker.”

GET THINGS DONE

John Scheneman, Operations Experience Manager, closed the cover on over 100 books in 2023, achieving a personal development goal he had set for the year. In addition, he logged over 10,000 steps each day in pursuit of well-being. Scheneman tracked his goal progress using Jon Acuff’s, the author of Soundtracks, yearly calendar and attributes his success to the visual.

“When I was preparing for the 2023 New Year, I wanted to give something new a try; I bought a calendar with the sole purpose of helping me with my goals. Jon Acuff challenged me to make my goals visible, celebrate the small wins, and do something more than I had before,” John said. “My original goal was to finish 26 books, and another one was to walk an average of 10,000 steps each day. Every Monday, I recorded what I accomplished the previous week, writing down the book’s title or total steps.”

Boasting functional features and brilliant aesthetics, his calendar of choice is proven to help goal-oriented individuals get the right things done. A scientific study by the University of Konstanz in Germany showed that when you track when and where you are going to work on something, you double your chances of success. Scheneman has done exactly that.

“In my Signature career, I have admired my colleagues-turned-friends getting things done. Leaders in different departments have impressed upon me how they implement new systems, reach production goals, and serve our clients with success,” John said. “I think that has positively influenced goal-setting in my personal life. Around here, we get things done; I started believing I could do that in my personal life too!”

ASK MORE OF YOURSELF

With her eyes set on amplifying her contribution, Beth Cioffi, ClaimsXM Coding Consultant, enrolled in a Business Analytics certification program through the International Institute of Business Analysis. The program teaches analytical strategies and offers leadership insights that result in improving the learner’s evidencebased decision-making.

“My top two Strengths are Input and Learner, which makes professional learning an obvious choice when I need a brain break from my everyday tasks. From Signature YOU to this certification program, I love to take a process and make it better while gaining new knowledge to improve myself,” Beth said. “The constant support of Signature, my parents, and my husband has been my biggest inspiration in my desire to learn and achieve more.”

Cioffi noted it was Signature’s culture of continuous learning that empowered her to reach outside of her comfort zone and strive for performance that excites her. A frequent presence in Signature’s professional development programs and courses makes it evident that she consistently asks more of herself.

“Beth comes to work each day intending to make an impact. She works hard to sharpen her skills, takes calculated risks, and always steps into new opportunities and challenges. Beth keeps her team aware and knowledgeable through her intentional leadership, contagious positivity, and compassionate nature,” Dianna Stoermer, Director of ClaimsXM Benefits/Pricing, said. “She uses the eight principles of the Signature Way daily to drive herself and others to be the best that they can be as we work toward our mission.”

As we pursue our monumental mission, the Signature Way truly guides the work of our Associates, our interactions with clients, and the footprint we leave in local communities. It is the embodiment of our values by all our Associates that enables us to inch closer to our ultimate goal, reducing administrative costs and burdens in healthcare. The Signature Way is our way.

State Spotlight:

From beaches to farmland to mountains, Georgia has it all. Home to the Masters Golf Tournament each year, the state of Georgia is booming with entertainment.

Signature Performance currently has 39 Associates who call Georgia their home. As our remote workforce grows, it remains a top priority to ensure each Associate feels connected with Signature and their team members. Hear how our Georgia Associates are learning to grow with Signature.

I’m originally from California and moved to the South about 25 years ago. Though I’m a Californian through and through, both my kids (born here in Georgia) speak with a southern twang - it’s very funny! I enjoy Georgia and the open hospitality. I’m pretty close to Atlanta, which is quite a cosmopolitan area and feels very much like “the South,” with sweet tea and a “take a load off” mentality. The weather is up and down. It’s great, especially late spring to early summer and all of the fall.

Signature’s implementation of solid project management is the best help for staying connected with teams! I’m part of the IT team at Signature, and its structure shapes the types of communications that take place. For example, our daily morning “stand-up” meeting helps team members connect. I also operate on Central Time, as I found it easier to interact with other members of my team.

MICHELLE FOSTER

PROVIDER EXPERIENCE REPRESENTATIVE

Georgia is a great state to live, work, and play. I transplanted from Boston to Atlanta after college and never looked back! We get to experience the beauty and joy that comes with all 4 seasonswith fewer winter days. Georgia offers a diverse population and is a great place to live because of the many opportunities that exist for schools, careers, recreation, and entertainment. There is always something to do – sporting events, theater, visiting local parks, trails, historic downtown areas, and so much more!

Working remotely from home is my preference. Signature makes it easy to stay connected. Some of the ways I connect are through online training, The Signature Edge Podcast, Signature Moments Magazine, the Monday Memo, regular emails, and following Signature Performance on several social media platforms. I enjoy connecting with teammates and other colleagues through Teams chats and with my “work” friends in phone conversations, texts, or social media.

SENITA WHITELAW PROJECT MANAGER II

Hello from Keysville! My small town of less than 325 people is nestled halfway between Savannah and Atlanta. Home to a quaint city hall, post office, and no stoplights. A point of pride for me is that all three of Keysville’s mayors have been Black women, each contributing significantly to preserving our heritage and expanding our wealth.

Surrounded by idyllic farm country, my daily drives - passing cows and winding through country roads - to drop off my grandchildren at school are not just commutes. They are where I, influenced by nature, catch the creative sparks I bring into my work at Signature. Despite the physical distance from my team, we stay incredibly connected through technology. We do more than work - we play games, share pictures, and have regular phone chats, sometimes even visiting each other in person. Living in this peaceful, rural setting while engaging actively with my team at Signature offers the perfect mix of inspiration and connection.

NOOR

RADJABU DATABASE ADMINISTRATOR

I am originally from Rwanda but have been in the United States for about 16 years now. I think Georgia is a great place to live. We don’t have the major weather issues a lot of other states experience and it is nice most of the year.

It’s interesting news that there are so many Signature Associates living and working in Georgia. I thought I was the only one here! My team members and I stay connected mostly via emails and Teams messages.

Advising for Excellence

Signature Performance Consulting and Advisory Group

In keeping true to our company’s mission, Signature Performance goes the extra mile to ensure our clients are equipped with the tools they need to reduce the administrative burdens of healthcare. One of the ways we address these issues and ensure clients have a strong foundation for success is through our consulting and advisory services.

In the process of providing our solutions to clients, oftentimes foundational workflow issues are uncovered. For example, an initial assessment during a revenue cycle optimization project may identify issues with how the financial software was implemented. When these foundational issues are discovered, it is important to address them promptly as they can impact the effectiveness of the tactics of the optimization project.

A New Partnership

As the demand grew for these services, Signature decided to take its offerings to the next level and invite some of the industry’s

top consulting and advisory experts to join the Signature team. The professionals at Atwater Solutions, a healthcare performance improvement company out of Paoli, Pennsylvania, quickly stood out as industry leaders. In September 2022, Signature expanded its team of professionals and acquired Atwater Solutions to create Signature Performance Consulting and Advisory (SPCA). Rick Pane, Chief Financial Officer, shared the importance of this acquisition.

“The value this team has added to our business is simply incredible. Their industry knowledge, coupled with their passion for improving healthcare, solidified that they would be a successful business and culture fit. Their addition to Signature will help us take our clients’ revenue cycle efficiencies to the next level,” Rick said.

Each of their specialists has extensive work experience at some of the biggest names in healthcare software. Their team’s in-depth experiences offered clients a competitive

advantage, helping clients anticipate challenges and address them proactively. The SPCA team also brought proven knowledge of revenue cycle management products that Signature was already working with, such as Soarian Financials and CommunityWorks. On top of our distinct business value, there was an undeniable synergy between Atwater and Signature with their shared passion for providing mission-driven service to their clients.

Uncommon Industry Leadership

The Consulting and Advisory team is led by two of the industry’s top talents, Senior Vice Presidents Kurt Wolter and Marty Carlin. Kurt and Marty each bring over 30 years of experience in the healthcare informatics space. Their experiences working for some of the nation’s top health tech and consulting companies armed them with the product and industry knowledge to eventually start their own consulting and advisory firm together.

Despite how seemingly advanced the landscape of healthcare technology is, one of the sneakiest causes of administrative waste has been in improperly integrated systems. When new revenue cycle management or electronic medical record software is released, healthcare organizations are drawn in by the promise of more expansive capabilities and efficiencies. If these systems are not properly integrated, they often can do just the opposite and increase administrative costs. Healthcare

organizations can either take shortcuts to patch these problems (quick, easy, low-cost) or partner with a consultant, like SPCA, who will dig deeper and make sure all their solutions are working synchronously. Kurt notes how this fuels their passion to make a difference.

“There has been so much innovation in the healthcare industry, yet many systems that support these advancements aren’t fully deployed. Our team is passionate about helping our customers gain the full benefits of new technology and applications,” Wolter said.

What makes the SPCA team truly uncommon is its team of highly seasoned consultants offering expert and personalized help. They take the time to get to know our clients, and what they value, and understand their goals. Kurt describes their approach to consulting as balancing “the three-legged stool” of people, processes, and technology.

“Effective systems require those three components; the stool won’t stand if it’s missing a leg. You need the proper people involved, operating with efficient processes with access to properly implemented technology,” Kurt said.

Going on two years with the firm, the SPCA team has settled right in at home. Having a full consulting team in-house has helped develop Signature into a one-stop shop for making an impact on the health of our clients’ business.

Kurt Wolter SVP Consulting and Advisory

Marty Carlin SVP Consulting and Advisory

“It is a true testament of character how the Signature family has welcomed us with open arms,” Kurt said. “The work we are doing is making a direct impact on client success and improving both patient and provider satisfaction.”

Solutions for Success

Our SPCA experts specialize in healthcare technology, process improvement, and change management solutions. The team offers services such as system implementations, IT infrastructure optimization, and revenue cycle improvement strategies.

These services complement Signature’s other offerings, including revenue cycle management and claims processing. As previously mentioned, many of the issues that SPCA addresses can be commonly identified in the process of Signature providing its other core business functions. When these issues are discovered, Signature can refer our in-house advisory specialists to help address them. This also works the other way around; once

People:

SPCA gets a consulting client’s foundational processes and technologies streamlined, they can refer them to our revenue cycle optimization services to continue improving their financial performance.

Optimizing IT Infrastructure at a Large Healthcare System:

To better understand their impact, here’s an example of how SPCA helps our clients decrease their administrative costs by focusing on people, processes, and technology.

A large, multi-hospital health organization relies on a complex network of software and IT infrastructure to manage its patient and financial data. Navigating the interoperability of all these systems can be challenging, especially in organizations of this size. Administrative and IT leadership at the organization hire SPCA to review their current systems and processes, provide feedback on improvement opportunities, and help implement these changes.

Getting the right people around the table for an optimization project is crucial to its success. SPCA consultants identify key stakeholders involved with these systems, including administrators, IT leadership, developers, and frontline revenue cycle leaders. This also includes providing knowledge and training to operate successfully.

Process: Technology:

The SPCA team holds process improvement whiteboard sessions with key stakeholders. These sessions aim to look critically at the current conditions, determine where the pain points are, identify the contributing factors to these conditions, and develop solutions that remedy these issues.

The SPCA consultants take a critical look at all of the IT infrastructure at play throughout the client’s workflows. Through this process, the team can determine which systems are working well and which need adjustments for optimized performance. If there are any technological gaps, these are also identified during this process.

SIGNATURE Join on Zoom Wednesdays at Noon!

Wednesdays at 12 PM CST, our weekly virtual webinar is designed to get you plugged in to grow, belong, and advance with us. When you join our show, you can expect to hear about the week’s happenings, discover many development opportunities, and stay connected with Signature’s latest news. Miss a show? Watch recordings of Signature LIVE on YouTube, @SignaturePerformanceInc.

The Quality Assurance Cycle Quality

Associates implement corrections hands-on and improve for the future.

The QA team reviews the audit, gives feedback, and guides learning.

A random pool of the Associate’s work is selected for a QA audit.

The claim flows through the Intranet tracker, a QA process.

Associates complete a claim in their respective systems.

A Cornerstone of Signature

Quality outcomes in healthcare administration are the result of high intention, sincere effort, and intelligent direction. Boasting over two decades of combined service, Ginny Lockard, Director of QA Training, and Lauren Johnson, VA Claims Processing QA Manager, drive our Quality Assurance (QA) efforts and exemplify Signature’s commitment to producing quality results in the business of healthcare.

WHAT IS QUALITY ASSURANCE?

A cornerstone of the Signature Way, Ginny and Lauren’s Quality Assurance team is specifically focused on results for Veterans. By implementing robust quality assurance measures, we not only enhance the overall reliability of our offerings but also reduce administrative costs and burdens that impact our Veterans and their healthcare services.

Equipped with eleven call center auditors, this team reviews recorded phone calls, scores the interaction, and provides actionable feedback to the Associate being audited. These processes ensure timely and accurate information is relayed to providers and Veterans, opening the door for greater access to care. In addition, Quality Assurance allows Associates to minimize errors and misinformation, which results in greater claims resolutions.

On top of it all, the department assists with writing desk procedures, which undergo frequent changes.

Quality Assurance is responsible for collaborating with managers to spot and alleviate any misunderstandings of desk procedures to ensure organizational cohesiveness, especially amongst new Associates. New Associates are also engaged in a six-week Ramp-Up period where they are audited daily as an extension of their training. The Quality Assurance team uses these audits to provide positive feedback and coach Associates as they navigate their new role.

INSTILLING CLIENT CONFIDENCE

A fundamental piece of Signature’s success is our commitment to quality assurance, fostering confidence and loyalty in our client relationships. Our exceptional rating on a recent Contractor Performance Assessment Reporting System (CPARS) review is a testament to the quality of our products and services. Year after year, our excellent ratings build the VA’s confidence in Signature, leading to greater opportunities to carry out our mission.

After working in Medicare for 15 years, Ginny brings an immense amount of industry expertise to her role in quality assurance and training programs. She credits her focus on instilling client confidence to prior experiences helping beneficiaries and providers navigate complex benefits.

“We have built a strong rapport with the VA, beginning with small contracts and working our way up. We don’t want to simply meet their quality standards, we want to take it up a notch. We use their scoring guidance in conjunction with our own to drive correction,” Ginny said. “We have been able to show the VA our QA program, and they are very impressed with it, which speaks volumes of the caliber of our processes and Associates.”

COMPLYING TO STANDARDS

Exemplifying our core value of integrity, Signature’s quality assurance practices ensure that we consistently comply with industry standards, regulations, and client expectations. Not only is it an ethical best practice to adhere to quality standards, but often it is a legal requirement.

For example, a program called “Immediate Transfers” required Associates to send additional documentation for two specific hospitals. With such an expansive hospital network, this requirement posed a challenge to our Associates and quality metrics. Identifying the challenge, implementing corrective measures, and continuously auditing transfers enabled Signature to

exceed a 90% passing rate, a considerable achievement. When we act with integrity, we strengthen the relationships with our clients and Veterans, fostering their trust in our ability to safeguard their healthcare experiences.

COMMITTING TO CONTINUOUS IMPROVEMENT

Quality Assurance drives continuous improvement by analyzing feedback, identifying areas for enhancement, and supporting Associates through change implementation. Quality Assurance team members have a unique opportunity to watch Associate skill sets evolve from when they are first hired to when they are settled in and thriving. Often described as cheerleaders, QA Associates help Associates on the floor understand programs, utilize desk procedures, and improve their performance metrics. Each interaction is a teaching opportunity and one that propels an Associate’s career forward.

Lauren first dipped her toes in the water of healthcare as a Claims Processor for Blue Cross Blue Shield, finding her passion for progress there. Now an advocate for Associates, she measures quality metrics for ECAMS, eOHI, ClaimsXM, and CAEC Correspondence.

“When Associates are in ramp-up, not only do we let them know where they are having challenges, but we are vocal about where they are truly succeeding,” Lauren said. “In addition to Associate coaching, our team uses trend reports within the auditing system. These trends are used to drive training decisions and support individual Associates in growing and improving.”

LOOKING FORWARD

From crafting an audit hub to improve documentation efficiency to gaining new lines of business, Signature’s Quality Assurance team has displayed its commitment to the Signature Way in more ways than one. In 2023, the team surpassed 360,000 auditing touchpoints across all lines of business, equating to more than 1,000 interactions each day of the year.

As we strive for excellence in all aspects of our business, let us reaffirm our commitment to quality assurance. By doing so, we lay the foundation for sustained success, client satisfaction, and a positive impact on our mission of improving the health of our clients’ business and making the lives of the people we work with better. It is the dedication of all our Associates that has positioned Signature to uphold the highest standards of quality in everything we do.

Benefits 101

Unlocking the Power of Health Savings Accounts

A Health Savings Account (HSA) is not just a savings account; it's a financial tool designed to help individuals set aside money for qualified medical expenses. There are many features that make an HSA a standout benefit in one’s comprehensive benefit bundle.

Signature Performance goes above and beyond in supporting our Associates. Over the past eight years, we have consistently contributed an annual $1,000+ to Associates’ activated HSAs, exemplifying our commitment to your health and financial security. The way any given family or person approaches selecting the right health insurance differs from case to case. To offer supplemental education on one of the options available to our Associates, we’ve outlined the key advantages of utilizing an HSA.

WHAT’S AN HSA?

Let’s first identify a crucial aspect of Health Savings Accounts (HSAs) that makes them a unique financial tool – an HSA is a funding vehicle that works alongside certain health insurance plans. Eligibility is specifically tied to being enrolled in a High Deductible Health Plan (HDHP). Further eligibility requirements include not being listed as a dependent on a different health insurance plan and/or you haven’t been the recipient of VA benefits within the last three months.

HDHPs typically come with higher deductibles (when compared to other types of medical insurance plans), which means you are responsible for a larger portion of your healthcare costs before insurance coverage kicks in. In exchange for higher deductibles, you may benefit from lower monthly premiums, making HDHPs an attractive option if you are looking to save on your health insurance expenses. Coupling an HDHP with an HSA can promote cost-effective healthcare while it works as a tool to save for future medical expenses.

HSA contributions are made with pre-tax dollars; they can serve as a financial cushion to cover the higher outof-pocket costs associated with the HDHP. The pairing of an HSA with an HDHP is strategic, as it encourages

participants to take an active role in managing their healthcare expenses while providing a tax-advantaged savings vehicle. This integration can empower individuals to make informed decisions about their well-being while enjoying the benefits of an HSA.

TRIPLE TAX BENEFITS

The triple tax benefits of HSAs make them a powerful financial tool. As you contribute to your HSA, you not only reduce your taxable income, but the earnings also grow tax-free. Additionally, when you use the funds for qualified expenses, the withdrawals are tax-free.

Let's explore the triple tax benefits of HSAs in more detail with real-life examples.

1. Contributions are Tax-Deductible

Contributing to your HSA is not just a way to save for future medical expenses; it's also a savvy move for your current financial well-being. When you contribute to your HSA, the amount you contribute is tax-deductible. This means that the money you put into your HSA is subtracted from your taxable income, potentially lowering your overall tax burden.

For example, if your annual income is $50,000 and you contribute $3,000 to your HSA, you can reduce your taxable income to $47,000. This reduction in taxable income can result in tax savings, providing you with more income to manage your day-to-day expenses.

2. Tax-Free Earnings

Beyond the immediate tax benefits, HSAs offer the advantage of tax-free earnings on the contributions made to the account. Once your contributions are in the HSA, any interest, dividends, or capital gains generated by those funds are not subject to taxation.

Imagine your HSA balance growing over time through investments or interest accrual. The benefit of tax-free earnings is that every dollar your HSA earns remains

within the account, helping your healthcare savings grow and multiply without the burden of additional taxes.

*The ability to make investments with HSA funds is subject to the bank in which your HSA resides.

3. Tax-Free Withdrawals for Qualified Expenses

Perhaps the most significant perk of an HSA is the ability to make tax-free withdrawals for qualified medical expenses. When you use your HSA funds to cover eligible healthcare costs, you're essentially spending money that has never been taxed. This includes expenses like doctor's visits, prescriptions, dental or vision care, and even preventive care services.

Consider a scenario where you undergo a procedure that costs $2,000. By using your HSA, you're essentially saving the amount you would have paid in taxes on that $2,000 if it had been part of your regular income.

In essence, the triple tax benefits of HSAs allow participants to save more, grow their healthcare funds, and spend on medical expenses without incurring additional taxes.

OWNERSHIP AND PORTABILITY

The ownership and portability features of HSAs ensure that you are in control of your healthcare savings, regardless of your employment status. Even if you change employers, take a break between jobs, or quit working before “retirement,” your HSA stays with you, (or your listed beneficiaries), providing a seamless transition in healthcare coverage. (Tip: Make sure you keep your HSA online login credentials in a safe place for future access!)

FLEXIBILITY IN CONTRIBUTIONS

Both Associates and employers can contribute and make changes throughout the year, offering an additional layer of financial support beyond your regular compensation. The annual limits set by the IRS allow you to tailor your contributions based on your healthcare needs. Signature takes pride in contributing to our eligible Associates’ HSAs at the beginning of our benefit plan years.

NO "USE IT OR LOSE IT" RULE

Unlike Flexible Spending Accounts (FSAs), where funds may be forfeited if not used within a specific timeframe, HSAs offer peace of mind with no "use it or lose it" rule. Any unused balances roll over from year to year, creating a safety net for unforeseen healthcare expenses.

COMPREHENSIVE COVERAGE

HSAs cover a broad spectrum of qualified medical expenses, ranging from deductibles and copayments to certain over-the-counter medications. The flexibility of using HSA funds for eligible medical, vision, and dental expenses enhances your overall healthcare coverage.

RETIREMENT SAVINGS TOOL

Fidelity estimates that the average retired couple at age 65 in 2023 may need $315,000 (after tax!) to cover projected healthcare costs during retirement – making an HSA a powerful tool when approaching retirement age. While contributions cease after age 65, you can withdraw funds for non-medical expenses , Medicare, or Medicare Supplement insurance plans without penalty (though taxes still apply), making it a supplemental retirement savings tool.

In summary, HSAs are not just a supplemental benefit to HDHPs; they are a dynamic tool for health and financial well-being. With triple tax benefits, ownership advantages, and unparalleled flexibility, HSAs provide a unique opportunity for both short-term medical expenses and long-term financial security.

The HSA contribution limits for 2024 are $4,150 for selfonly coverage and $8,300 for family coverage. Those 55 and older can contribute an additional $1,000 as a catch-up contribution.

Much like Signature’s mission, benefits like HSAs are designed to make the lives of the people we work with better. If you’d like to learn more about Signature’s benefit offerings, or if you have generic questions, our Benefits team is here for you!

TalentOperationsSupport@signatureperformance.com

USING STRENGTHS FOR STRESS MANAGEMENT

MARK MATHIA CHIEF EXPERIENCE OFFICER

At Signature Performance, we aim to create an organization that helps each of us identify, acknowledge, and utilize our Strengths to enhance engagement and performance in the workplace. Along the way, we have also discovered that this approach to leadership extends beyond workplace performance and positively impacts individuals’ overall health and well-being.

I recently came across some interesting research by Gallup that revealed 44% of Associates worldwide are experiencing unusual levels of stress, which is quite concerning.

However, the study also highlighted that engaged Associates are less likely to report stress than their less-engaged peers. This is great news for Signature, as our Strengths-based culture is helping to combat this growing issue. It’s always good to be a part of a

healthy organization like Signature, which prioritizes its Associates’ satisfaction and well-being.

Using CliftonStrengths to improve well-being requires that we understand our Strengths, align them with our goals, leverage them in our daily lives, and flex them at work. Doing this promotes positive emotions, reduces stress, and increases our ability to flourish at work.

Let’s all remember that stress is a part of life. Everyone experiences stress at some point or another. However, how we react to stress can make all the difference in our overall well-being. According to Gallup, engaged people tend to handle stressors more effectively than those who are disengaged. It just goes to show that our mindsets play a significant role in how we handle stress.

Begin Your Journey To Well-Managed Stress And Well-Being.

The CliftonStrengths assessment is a tool used to identify an Associate’s natural talents and Strengths. According to Gallup, talent is any natural way of thinking, feeling, or behaving that can be productively applied. Talents are innate and are the foundation of Strengths. They represent how we most naturally think, feel, and behave. Everyone has unique talents that can be developed into Strengths through intentional effort and practice. These Strengths can enhance personal and professional development, positively impacting overall well-being. As our overall well-being improves, our natural abilities to cope with the stress of the day do as well. This puts us at a competitive advantage and helps to make work fun.

STEP ONE: UNDERSTANDING OUR STRENGTHS

The first step in using CliftonStrengths to improve wellbeing and reduce stress is to understand our unique top five Strengths and how they show up every day at work. The CliftonStrengths assessment lists 34 Strengths based on positive psychology research. These Strengths are divided into four domains: Strategic Thinking, Relationship Building, Influencing, and Executing. Each one of us possesses a unique combination of talents/ Strengths that make us who we are.

We can use our Strengths to improve our overall wellbeing by identifying and understanding them. For example, if one of our top Strengths is ‘Empathy’, we can use it to build stronger relationships with others, leading to increased social support and decreased stress levels. In addition, if we are feeling bad about someone else’s situation we can use our ‘Empathy’ Strength to understand and connect with others better and that helps to understand and avoid similar situations in our careers. Thus, reducing unnecessary worry.

AMBER SCHMIT

“My top five Strengths are Individualization, Strategic, Responsibility, Achiever, and Learner. When I am really stressed, I like to take the opportunity to lean into my Strengths as much as I can. As a matter of fact, I NEED to do that – it is almost like a survival technique. To remain levelheaded and calm, I first need to focus on what I can control in the situation. This will allow me to do one of two things 1) Utilize my Strengths to do what I do best and 2) Use my Strengths in a new and different way. My experience has always been if we step back and take a moment instead of letting the stress break us down, we often have all the answers within us!”

“My top five Strengths are Achiever, Learner, Futuristic, Strategic, and Focus. When I feel stress or any onset of burnout, it always helps me to leverage my Strengths to recharge. One of the main Strengths I turn to is Futuristic. It always energizes me to think about how the future could look and the impact we can have on the future with the time and investment we put in today. I am Strategic about setting aside time each Friday to focus on the future and the things I would like to accomplish. Just thinking and planning about those things gives me a rush of energy and helps me recharge at the end of the week!”

TALENT OPERATIONS MANAGER

KEVIN SLATER

SENIOR OPERATIONS MANAGER

STEP TWO:

ALIGN STRENGTHS WITH OUR GOALS

Once we understand our Strengths, we will align them with our personal and professional goals. By doing this, we can use our Strengths to achieve meaningful things. For example, if one of our goals is to improve our mental health, we can use our Strengths of ‘Relator’ and ‘Positivity’ to develop healthy habits that support mental wellness.

STEP THREE:

LEVERAGE STRENGTHS DAILY

Using our Strengths to improve our well-being requires intentional effort. We start by incorporating our Strengths into daily life. For example, if one of our Strengths is ‘Communication’, we can use it to have more meaningful conversations with friends and family. This can help improve our social support and reduce feelings of loneliness.

Similarly, if one of our Strengths is ‘Ideation’, we can make time daily to engage in creative activities. This can help reduce stress levels and promote positive emotions.

STEP FOUR:

USE OUR STRENGTHS TO ENHANCE OUR CAREER

Finally, using our CliftonStrengths to improve our well-being can also enhance our careers. We can increase job satisfaction and performance by aligning our Strengths with our responsibilities. For example, if our Strength is ‘Strategic’, we can use it to find creative solutions to challenges at work.

Managing stress is crucial for a healthy workplace. At Signature, we prioritize well-being and Strengthsbased engagement to help our client’s businesses and Associates thrive. By building positive relationships and resilience, we help improve overall well-being through a unique Strengths-based approach. It seems that the data is clear and that through prioritizing engagement and belonging at Signature Performance we have a significant advantage in creating a supportive and productive work environment.

GIBRIL MANSARAY

MANAGER OF DIVERSITY, EQUITY, INCLUSION, AND BELONGING

“My top five Strengths are Communication, Futuristic, Connectedness, Relator, and Individualization. Effective communication minimizes misunderstandings, reducing stress in both professional and personal realms. My Futuristic view helps me cherish the present moment, reminding me that challenging phases like the ‘terrible twos’ are temporary. Connectedness harmonizes my work and life, while Relator prompts me to assess and nurture healthy relationships crucial for stress relief. Individualization guides me to empathize with unique perspectives, easing potential conflicts. By honing these Strengths, I find my stress levels are more manageable, benefiting not just me but those around me.”

KYLE STANEK

IT CUSTOMER SERVICE SUPERVISOR

“My top five Strengths are Adaptability, Positivity, Harmony, Connectedness, and Woo. Adaptability being my number one Strength enables me to approach challenging situations in a more measured way. I can take things in stride knowing that there is only so much I can handle. The adage “don’t sweat the small stuff” rings very true in these specific instances. One of the most valuable aspects of this Strength is the ability to take a step back from stressful situations and see the bigger picture. It is all too easy to get lost in the minutiae and allow stress to take hold. Being able to distance myself from high-stress situations, even for a brief time, is paramount to keeping a level head.”

It takes a Village to be

In February, Karen Hudgins, Signature’s President and Chief Operating Officer, was thrilled to share that we have received Exceptional CPARS Ratings across Quality, Schedule, Cost Control, and Management for our contractual work in collaboration with Principle Choice Solutions (also known as Signature Choice). This recognition is a testament to the dedication and hard work of each member of the Signature team.

The CPARS ratings assess all Federal contractors, like Signature, on a variety of categories and provide a record of performance. To get an ‘exceptional’ CPAR rating is rare. In fact, the number of exceptional ratings among Federal contractors has consistently dropped over the past ten years. With that context, receiving exceptional ratings across all categories is recognition we are extremely honored and humbled to receive.

Our partnership with the VA is a source of immense honor, and the trust they place in us is truly appreciated. This marks our third consecutive year of achieving Exceptional CPARS Ratings, a milestone that reflects our team’s ongoing commitment and excellence.

Our efforts not only contribute to the success of our company but, more importantly, positively impact the lives of Veterans, their families, caregivers, beneficiaries, and providers.

In the evaluation feedback, some notable highlights were mentioned, underscoring our exceptional performance:

Signature Choice’s performance in Quality is exceptional, and Signature’s response to VA claim audit findings is outstanding, demonstrating prompt review and detailed explanations. Furthermore, Signature consistently undertakes corrective activities promptly.

In terms of Schedule, we have consistently demonstrated the ability to appropriately adjust staffing levels for timely workload fulfillment. Our commitment to timely submission of invoices and providing realistic timeframes for implementation milestones, coupled with strong communication practices, has been duly noted.

In the realm of Cost Control, our exceptional performance is underscored by our accurate forecasting of incoming workload and future volumes.

Management-wise, Signature Choice has received high regard for executing contract requirements. We are proactive in acting on feedback and evaluations to stay in compliance and maintain high-performance levels. Our agile management and front lines are crucial in maintaining an exceptional team that serves the VA with distinction.

Signature Associates, your remarkable performance is evident. Congratulations on a job well done. Whether you are answering provider calls, processing claims, handling invoices, hiring necessary staff, or training Associates - we all have a specific and incredibly important role to play in making the lives of the people we work with better.

CONGRATULATIONS TO OUR CLASS OF

2024 EMERGING LEADERS

Andrea Batten

Andrew Ciochetto

Ashtyn Hebert

Christina Gill

Clay Delcoure

Connie Mantle

Crystal Lankford

Debra Gonzales

Dru Selders

Elizabeth Turner

Greg Kafka

Jamie McEvoy

Jason Vanderheiden

Jeannie Hamilton

Jennifer Brady

Jeremy Garfield

Jay Watson

JoAnna Bonham

Kasinda Ransom

Katrina Weber

Kayla White

Kenny Ford

Lacey Pousson

Laurie Ipsen

Lily Keogh

Lucia Felipe

Margaret Braccia

Montana Moore

Nathan Young

Nayeli Molina

Nicholas Bohunis

Nuru Radjabu

Payton Daggett

Renee Castillo

Renee Rodgers

Sarah McCoy

Shannon Foster

Thuy Nguyen

Tiffany Washington

Tonya French

Tori Antley

Valerie Isaacson

Varina Anderson

Yaffa Richmond

MILESTONES ANNIVERSARIES

KUDOS

A round of applause for C4 Provider Experience Representative, Enjoli Mitchell! The child of a Veteran recently left an emotional kudos call for Enjoli. They stated they are dealing with a lot right now, and Enjoli was so incredibly knowledgeable and very skilled working with collection agencies. They were overcome with gratitude and no longer felt alone through this process. Way to be a difference-maker, Enjoli!

Cheers to ChampVA Provider Experience Representative, Dexter Brown! A caller recently praised Dexter for his respectful and calming demeanor. The caller went on to say Dexter’s humor made the call enjoyable, and that he is very intelligent and capable of resolving the issue. Dexter showed he cared by asking the right questions and expressing a want to assist the caller. Great work, Dexter!

Special shoutout to C4 Provider Experience Representative, John Jetter! A Veteran recently expressed his appreciation for John, stating that, “He was very helpful, efficient, quick, and professional. He crushed it! Whatever he’s doing, he’s doing it right. I just had to share my appreciation for all that he did for me today!” You made a difference, John!

Allen Fredrickson

Melissa Avidano

Michelle Swertzic

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Amanda Bailey

Brittney Decker

Brytney Bratetic

Christina Frye

Debbie Parks

Jade Romaire

Jeremy Garfield

Jessica Krambeck

Kim Brown

Logan Jackson

Molly Meister

Congratulations to CAEC Customer Representative, Jennifer Johnson, who recently received praise from a Veteran caller! The Veteran wanted to express that he understands how difficult it must be to take calls from those who are frustrated and in pain, but Jennifer handled it beautifully. He said she was so understanding and guided him step by step. Thank you for giving our nation’s Veterans outstanding service, Jennifer!

Let’s give a round of applause for ChampVA Provider Experience Representative, Kalvin Lankford! A beneficiary stated that Kalvin needs 100 kudos! She stated that he went above and beyond for her, kept a calm tone of voice, asked the right questions, and provided answers to all her questions. “He needs a medal!” she says. Keep shining, Kalvin!

Congratulations to C4 Provider Experience Representative, Crystal Sigbornson, who recently received a kudos call from a provider. The provider spent an hour on the phone with Crystal doing about 25 claim statuses and wanted to take the time to let us know that Crystal is an extreme asset to Signature. She described Crystal as personable and exceedingly helpful. When the provider’s system crashed, Crystal followed up with a call back to ensure everything was okay. She was extremely impressed with Crystal’s professionalism. Way to go, Crystal!

Kudos to CAEC Customer Representative, CJ Carmical! A Veteran recently called to say she did a wonderful job and he appreciated her help. The Veteran had previously made several phone calls to no avail but stated that CJ was careful to make sure his information was entered correctly, and he will now be able to get the service he needs. Our quest to bend the curve of healthcare administrative costs would not be possible without you, CJ!

Our mission is to “Improve the health of our clients’ business and make the lives of the people we work with better.” This type of mission takes a village. A village of dedicated, inventive minds, working collectively toward a common goal.

Our Associates’ stories are personal, dedicated, filled with passion, and always inspired. It’s an honor to amplify the voices of our diverse workforce through a powerful quarterly professional magazine. Moments is your inside look at the hearts behind our screens, the stories that inspire us, and what calls us to do more.

LEARN MORE ABOUT SIGNATURE PERFORMANCE AT SIGNATUREPERFORMANCE.COM