Witnessing Miracles on a Mountainside
The Intrinsic Value of Corporate Values
Celebrating the Spirit of Signature Performance
Fredrickson
Allen Fredrickson
Chief Executive Officer and Founder
Signature Colleagues,
Earlier this year, I was thrilled when we were told Signature Performance was honored with the prestigious Best Place to Work in Omaha award for the eighth time! It’s an honor that we never take for granted, and we are equally grateful every year that we receive this award.
Receiving this award reflects not only our commitment to fostering a positive and supportive work environment but also the invaluable feedback and contributions from members of our team. In fact, one of the main reasons we participate in the program every year is to hear your feedback and get a pulse on the heartbeat of the organization.
Every year, the team pours over the feedback and looks at ways to make sure your input is heard and acted upon when we are able. Your voices matter, and we are deeply grateful for the insights you share with us year after year. As we reflect on the feedback you submitted, I am encouraged to see some key themes emerge.
Here Are a Couple of Statements You Agreed with the Most:
I am proud to work at Signature.
I am inspired by the work Signature does.
I believe Signature will be successful in the future.
My immediate manager cares about my development and cares about me as a person.
The people we work with treat each other with respect.
Creating an environment where each of you can thrive and excel has always been a top priority for us. We understand that exceptional results stem from a relentless commitment to hiring top talent and then empowering our team members to bring their best selves to work every day. That’s
why we remain committed to providing the freedom, support, and opportunities for growth that you deserve. After all, top-performing individuals like yourselves deserve nothing less than the chance to shine on a stage where you can do great work and make the biggest impact for our clients.
At Signature, we believe that being a great place to work isn’t just a goal—it’s a fundamental part of who we are. We take immense pride in our diverse and inclusive culture, and we are committed to ensuring that every member of our team feels valued, heard, appreciated, and supported.
Additionally, I believe our clients notice when we receive honors like Best Places to Work and they are more likely to want to work with a group of people that are dedicated to healthcare and are committed to perform at high levels every day. Clients understand the importance having highly talented people working in a strong and positive culture has on wellbeing and producing impressive outcomes. Thus, bringing in bigger opportunities and engagements allows you more opportunity to grow into larger roles and growth opportunities.
I believe that together we can achieve extraordinary things. Your dedication to our mission and vision—to leave a legacy of unparalleled client satisfaction and an uncommon Associate experience—is truly inspiring. It’s this commitment that sets us apart and makes Signature Performance a driver of excellence in the healthcare industry.
Thank you for your unwavering dedication and commitment to excellence. Together, we will continue to redefine what it means to be the best in our industry and beyond.
Carpe Diem,
Word on the Street
What’s your best piece of advice for time management?
What helps you stay on track and reach deadlines?
Brianna Gable
Corporate Communications Coordinator
My favorite time management practice stems from knowing your passions. When you know your passion well, it’s much easier to decline an event or delegate a project to a better-fit individual. In doing so, you won’t overbook yourself by saying ‘yes’ to too many people. When your calendars or lists are filled with things you love, it’s easy to follow through on your responsibilities!
Deziray Abram
Provider Experience Representative
What helps me manage time the best is using alarms. I set reminders for important due dates and things that take more time than others.
Jesse
Weisbrod
Financial Analyst III
I may be a bit old school in that I like to take handwritten notes. Each night before I log off, I write down my todo list for the next day and rank it by priority. This obviously will be added to and changed as the following day progresses, but it helps me stay on task and always know what needs to be done. When I complete one task or am waiting for something, I can move down my list to start on another item.
Kaitlyn Herring QA Specialist
My best piece of advice for time management is keeping a daily planner. Writing down everything I need to do on a certain day and then being able to cross it off my list when it’s done makes me feel so accomplished. As for reaching deadlines, give yourself plenty of time to finish the task so you aren’t rushing to complete it at the last minute.
Would you rather keep in touch with your team via email or Microsoft Teams?
Do you handwrite all of your notes or keep it on your computer?
Kiana Torres
Provider Experience Representative
My best piece of advice regarding time management is to be organized, start early, and pre-plan whenever possible. By practicing those habits I can stay on track with deadlines. I love paper and pen so writing things down, organizing notes, and creating plans are always my way to go.
SIGNATURE’S NEWEST FEATURED PODCAST SERIES:
On the Job With...
Recently, we launched a special edition feature series on Signature’s podcast, The Signature Edge. These special episodes titled, On the Job With…, are focused on career pathing. The podcast will help you see inside the unique experiences that go into each of our career journeys as well as give an inside look on specific roles within the organization. As part of the show, Digital Producer Addison Stoddard sits down with Associates across the company to hold conversations and spotlight stories to discover the what, how, and why that has shaped our team’s careers and lead them into their current positions.
Our first episode featured an interview with Cody Swanson, Operations Support Manager. A great first guest representing our Operations team, he demonstrated the ingenuity and adaptability of our VA and call center teams. He maintained a theme throughout his interviewhis answers always came back to finding a useful lesson or skill from every experience and using it to bring value or purpose to his roles. Whether it was applying logic and computer science to cut down on call and wait times in the PEC or taking philosophies from college courses to keep himself committed to giving his all and taking projects to the finish line, Cody provided a lot of food for thought to our listeners.
Erin Elkins, Manager of Contracts, Risk, and Compliance, was next in our feature series, defying common expectations about rigid adherence to terms and conditions. Her approach to compliance takes a more mutually beneficial approach where both sides feel comfortable communicating and know their expectations, allowing each party to move forward in their work. Her career path began in healthcare for the state of Colorado but took her into contracts management for aerospace engineering. Even though she was finding success, she realized that her heart was in healthcare and she found her way to Signature when she was looking to return to our industry. This interview offers a lot of inspiration for those looking for a path to pursue their passion.
These narratives serve multiple purposes: they celebrate the achievements of our team members, provide a model for others to emulate, and highlight the real-world outcomes of career development, including experience gained before and after joining Signature. Hearing about a co-worker’s journey from their early days to their present responsibilities has been incredibly motivating for listeners, reinforcing the message that career mobility is attainable with the right mindset and dedication.
The conversations we are able to highlight show off the diverse roles and opportunities to serve available within the organization, encouraging employees to explore different career paths they might not have considered otherwise. By showcasing a variety of roles and departments, we aim to create a fuller understanding of the organization and the many ways we all can (and do) contribute to Signature’s aspiration to reduce healthcare administration costs.
Haven’t checked out our most recent podcast offerings? Now is a great time to like and subscribe to The Signature Edge and catch up on great dialogues about business, leadership, and career pathing experience!
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!
Adaptive Skiing, Snowmass, Colorado
Witnessing Miracles on a Mountainside
At the DAV Winter Sports Clinic
Signature continued our tradition of supporting and uplifting the Veterans we serve, sending our Associates to volunteer at this year’s Disabled American Veterans (DAV) Winter Sports Clinic in Snowmass, Colorado. The event, held April 1-7, celebrated its 38th anniversary and in that time has grown to accommodate almost 400 participants in a variety of adaptive sporting events ranging from scuba diving (in local swimming pools) to snow skiing from the heights of the village’s namesake mountain.
Regardless of ability, the program offers a variety of tools, equipment, and human volunteers to assist with any possible need. The care and thought put into these solutions means that it is not unusual to see a blind Veteran skiing down the mountain or someone in a wheelchair or using prosthetics excelling at hockey. These are just a couple examples of why those involved refer to the yearly gathering as “Miracles on A Mountainside” and why Signature was proud to again call ourselves a Gold Sponsor and send our team out to assist.
Our Signature team of volunteers this year consisted of Todd Coughlin, Deputy VP of Operations, Erin Elkins, Manager, Contracts, Risk and Compliance, Shasta Johnson, VP of Business Transformation, Brittany Kruger, Director of Finance and Accounting, Jay Turco, SQA Lead
II, and Addison Stoddard, Digital Producer II. Representing a cross-section of departments and roles within Signature Performance, the group of Associates bonded quickly as they were all able to make connections with each other through previous projects, events, and celebrations.
Upon arrival, the team dropped their luggage and headed to the volunteer area to sign up for events and work opportunities. We were relieved and excited to see there were still slots open for Signature to help out with curling, the sporting event every previous attendee insisted we must take part in. Alongside curling, volunteers assisted with the climbing wall and helped serve meals to Veterans and particiants during lunch and dinner service.
The entire village was bustling with activity – Vets and volunteers made obvious by their lanyards and ID bibs. One of the first Veterans our team encountered was Rich from Virginia. He was attending the event for the first time after advocating for his local VA to participate. He was an easy conversationalist, opening up about his life back home and sharing his experiences at the clinic. He was a frequent friendly face throughout our time there and always had an update for us as we ran into each other during meals or while working the activity stations.
On our first volunteer day, we were excited to be heading to a local ice rink to assist with adaptive curling. One of the event heads, Georgette, was in her element as she gave instructions and held everyone accountable to the rules of this often underrepresented sport! Our team was eager to get on the ice to assist players of all ability levels as they shuttled their curling stones across the frozen floor and we all yelled “SWEEP-SWEEPSWEEP!” to the volunteers smoothing the ground ahead of the stones. Our Signature team left the ice inspired by the innate talents and perseverance of the Veterans.
The next day, we volunteered at the portable climbing wall set up in the hotel entrance. Our team coordinated Veteran registration, helmet sizing, and harness selection to prepare them for the experience and climb ahead. As we watched from the registration table, again, we were impressed and inspired by the abilities of these Veterans. Whether it was with their limbs or by using a pulley system to hoist themselves to the top, Veteran after Veteran scaled the wall - a perfect example of the hard work put in and the heights achieved that week.
highlights for those attending or watching the games at home. Tiffaney’s personality was just as bright in person as it was when she guest-starred on Signature’s podcast to share her experiences alongside host and previous Winter Sports Clinic attendee, Chris Woodhouse, VP of Growth Solution Architecture.
“Attending the Winter Sports Clinic was one of those lifechanging events that I will never forget or be able to repeat. While I was there to give of myself, I received so much in return. So much bravery and pride was demonstrated by the Veterans. It really showed me there is nothing you cannot do with the right support and mindset.”
Shasta Johnson VP of Business Transformation
Another exciting interaction occurred when we got the chance to meet a previous Signature Edge guest, Tiffaney Davison in person. Tiffaney was a ball of energy with a booming voice despite her small stature. Her personality and “no bad days” attitude have made her a local celebrity at the annual event. Her enthusiasm for the DAV is contagious, and she now hosts The Downhill Daily, a morning show streamed online to share updates and
During our final volunteer hours, we attended the closing ceremony alongside Veterans and their caregivers. Between emotional speeches, inspiring action-filled videos from throughout the week’s activities, and the annual awards recognizing outstanding achievements, there wasn’t a dry eye in the room. It was an emotional day as we heard firsthand testimonials from Veterans who found a renewed sense of self on the mountain. The room was also filled with laugher as a Veteran participant was awarded a medal for “Best Face Plant” for a triple wipe out she endured while adaptive snowboarding.
As we sat at the airport about to depart from Snowmass, we were surrounded by clinic attendees awaiting their flights as well. The energy was still electric, with old friends and new hooping and hollering, giving high fives, and razzing their fellow Veterans about who had the fastest time skiing down the mountain or ascending the climbing wall. The feelings of accomplishment and pride were palpable during these final moments in Colorado. As we strive to improve the health of our clients’ business and make the lives of the people we work with better, Signature knows that opportunities of this nature, and the impacts that arise from them, will not soon be forgotten by our volunteers and most importantly our Veterans.
“What struck me most about the clinic was the huge sense of empowerment it provided. The Vets displayed a lot of resilience and really took to the challenge. I was honored to be selected by our leadership to attend and help out with the event.”
Brittany Kruger Director of Accounting and Financial Systems
“It was truly uplifting to see the joy on the Veterans’ faces after each event. It was a privilege to be a part of it!”
Jay Turco SQA Lead II
Corporate Contracts & Compliance DEPARTMENT SPOTLIGHT:
Signature’s core value of integrity stems from our passion for being ethical in every situation. The Corporate Compliance department is committed to ensuring the highest standards of quality and integrity in how Signature conducts business. This small but mighty team of experts serves as ambassadors of ethical business practices, promoting our culture of excellence. Dedicated to being a friendly, go-to resource, the department proactively assists our Associates with all compliance, contracting, and procurement needs.
Compliance and Education
The term “compliance” means ensuring our business practices and policies comply with all regulatory requirements. These can change at a moment’s notice through government action or rulings from regulatory authorities. The Compliance team of Corporate Compliance serves as a valuable resource for regulatory expertise, continuously dedicating time to researching new and proposed actions. The team owns Signature’s Corporate Compliance Plan, which serves as the framework for internal policies, procedures, and guidance for addressing compliance issues. Establishing and regularly maintaining this plan reduces risk and offers up-to-date guidance for best practices.
Knowledge is always better when it is shared, and the Compliance team goes to great lengths to educate Associates on compliance topics. In collaboration with the Learning and Development team, they developed an engaging and informative annual compliance training to keep all Associates refreshed on important policies and regulations such as labor laws and HIPAA. Their annual Compliance Week activities also include opportunities for Associates to test their compliance knowledge and engage with the team.
Have you spotted a suspicious email recently in your inbox and reported it as a potential phishing threat? In conjunction with the Information Security and Communications teams, the Compliance team helps develop anti-phishing campaigns designed to educate Associates on identifying and reporting email messages that could pose cybersecurity threats. An educated workforce helps reduce the risk of cybercriminal activity and protect sensitive information.
Contracting and Procurement
Throughout everyday business, Signature partners with dozens of outside vendors with whom we establish contractual agreementsfrom our federal service contracts with the VA to purchase agreements for ordering office supplies. Collectively, the Contracting and Procurement team of Corporate Compliance has over 60 years of experience in this sector. They oversee the review and negotiation of the terms of these agreements to confirm that the terms are ethical, reasonable, and within Signature’s business interests. Contract management also involves auditing activities and working with vendors to confirm the terms of the agreement are being met and providing documentation as appropriate.
Many federal contract opportunities request evidence such as up-to-date software licenses, past performance information, and non-disclosure agreements. As a result, this team collaborates with the Business Development team to furnish evidence and evaluate proposals. The Contracting and Procurement team is essential to providing documentation as we pursue business opportunities with both new and established clients.
Caroline Massey Compliance and Contract Analyst
Erin Elkins Contracts, Risk and Compliance Manager
Sandra Stephens, Vice President of Contracts and Compliance, has been with the firm since 2022. We had the pleasure of sitting down with her to gain further insight into how the Corporate Compliance team serves Signature.
The regulatory landscape of healthcare and technology seems to be ever-changing – how does your team stay up to date with new regulations?
The team engages in continuous learning opportunities to stay abreast of the latest updates and proposed regulations in the industry. The department attends annual conferences hosted by industry and regulatory leaders, as well as subscribes to listservs and reviews legal memos and articles in our departmental meetings. We continuously assess changes in state and federal law and partner with external legal counsel to undergo quarterly educational training across a variety of relevant topics.
What would you say is the most significant compliance challenge facing our industry right now?
The world of technology is always evolving and as healthcare strives to become more efficient in delivering care and managing administrative tasks, we are seeing a boom in the use of artificial intelligence (AI). AI encompasses a wide variety of tools including the use of robots in surgery, software programs for patient scheduling, and patient portals for communication with healthcare providers. Despite the value this adds, this also
A Conversation with Sandra Stephens
VICE PRESIDENT OF CONTRACTS AND COMPLIANCE
poses an underlying challenge of protecting patient health information. The main challenge that our industry and compliance professionals face is aligning the use and oversight of AI with data privacy laws, HIPAA regulations, and contractual terms.
How does our Compliance team measure and celebrate success?
We develop and discuss departmental and individual team member goals on a yearly and ongoing basis. The departmental goals focus on enhancements that can support Signature in its overall mission, while our individual goals focus on enhancing our skills and subject matter expertise. Our efforts include utilizing professional and personal development tools offered through Organizational Experience such as the Gallup strengths assessment and PDP. When we can help Signature succeed and each team member succeeds, the department succeeds.
What is one thing you would like Associates to know about the Compliance team?
The Compliance team is here to support both Signature Performance and the Associates within it. Our efforts are designed to position you and the firm to carry out job-related duties and overall business efforts in a compliant, legal, and ethical manner.
Our purpose is to hear you, serve you, and be a catalyst for change, growth, and continued Signature excellence.
Penny Eilders Director, Contracts Administration
Trisha Hines Compliance Specialist
Vanessa McCormick Contracts Manager
Seizing the Day with Career Coaching
By: Mark Mathia | Chief Experience Officer
It was our regular coaching session, and I was thrilled to hear her say: "Mark, I don't feel broken anymore!" To be clear, I never saw her that way. It's how she felt when we started our work and discussed how to lead others. Her happiness came from the deep work she had done since our last coaching call. She had followed through on the work, seized her opportunity, and had a breakthrough. As a coach, this kind of conversation is common.
Coaching is one of our key success strategies at Signature Performance. I have seen the development and progress of Associates at every level of the
organization. It's an honor to work with humble giants who are committed to making an impact in healthcare administration. I've seen coaching unleash potential, boost engagement, performance, and career satisfaction. Signature's coaches help to cultivate essential leadership skills, improve communication, manage stress, and achieve work-life balance.
Coaching is a possibility for any Associate at Signature, but it takes bravery to volunteer and take advantage of it. Collaborating with our coaching team requires sincerity, modesty, and a powerful motivation to improve.
The Results Speak For Themselves.
Jen Elwood VA WFM Real-Time Adherence Analyst Lead
“I had a wonderful opportunity to have coaching to better utilize and understand my Strengths. I was facing a stall in my professional development and these sessions were both rewarding and empowering. My coach walked me through my top five Strengths and reminded me of how those Strengths drive me through my workday. My top five Strengths are what make me unique. They really define not just how but why I am successful and can continue to be successful in my role. For example, one of my top Strengths is Responsibility. This is one of my favorites as it keeps me on track and, most importantly, efficient with the reports that I send every morning. I pride myself on my work being submitted accurately and on time and my Responsibility Strength is a key driver toward that.
I previously had a Strengths coaching session when I was getting started with Signature about five years ago and I was so impressed with how much my coach remembered from our first session and how he was able to use my past experiences to push me forward. He used my background as a basketball player in his sessions and I absolutely loved that! His attention to detail about what I had shared with him from our first session as well as his detailed analysis of my top Strengths was such a valuable experience that reminded me of how much I have to offer and how much more I can push myself not only in my professional career but in my personal life as well. I have a deeper understanding of not only how my Strengths make me great but also how they can limit me. Being able to identify those limits which I had previously interpreted as weaknesses has been a game-changer. Now, I am able to embrace and improve when faced with new challenges. I am so proud of my Strengths now. I know how they make me successful and my sessions gave me the confidence I very much needed to own and understand my Strengths.”
How to Best Prepare for Coaching.
A coaching session can be a valuable opportunity to enhance your personal and professional growth, but it requires some preparation to make the most of it. Here are five easy ways to prepare for a successful coaching experience at Signature Performance:
1. Clarify your goals and what you’re aiming towards. Before the session, think about what you want to achieve in your career. What are your specific, measurable, achievable, relevant, and time-bound (SMART) goals? How do they align with your values, strengths, and passions? Write them down and share them with your coach.
2. Reflect on your current situation. Assess where you are now in relation to your goals. What are your challenges, opportunities, strengths, and areas for improvement? What are the gaps between your current and desired state? How do you feel about them? Be honest and open with yourself and your coach.
3. Identify your expectations. What do you expect from the coaching session and from your coach? How do you prefer to learn and communicate? What kind of feedback and support do you need? How will you measure your progress and success? Communicate your expectations clearly and respectfully to your coach and ask them about theirs.
4. Do your homework. If your coach assigns you any tasks or exercises between sessions, make sure to complete them on time and with quality. They are designed to help you apply your learning, practice new skills, and overcome obstacles. Review your notes and action plans before each session and be ready to discuss them with your coach.
5. Be open-minded and curious. A coaching session is an opportunity to explore new perspectives, challenge your assumptions, and discover new possibilities. Be willing to try new things, ask questions, and learn from your mistakes. Be respectful of your coach and yourself and trust the coaching process.
Meet Your Signature Coaches
Mark Mathia Chief Experience Officer | 10+ Years of Coaching Experience
What Made You Want to Become A Career Coach?
I’ve always been drawn to help others move from good to great in their careers. To me, no matter what function I’m serving within a company I’m always a coaching leader. Frankly put, I believe coaching is leadership as it helps to make sure everyone you work with and alongside is seen, heard, and felt. Not only that, coaching draws out the best in others; it’s the clearest path toward excellence while leading people and teams.
Dangie Jansen
Director
of Learning and Development | Three+ Years of Coaching Experience
What Is Your Best Advice For Someone Thinking About Meeting With A Career Coach?
Be open to explore and engage in deep and meaningful conversation about yourself. Think about what you want to walk away with after your sessions. Remember the coach is there to help you see your potential and dive deeper and to help guide you to success.
Morgan Sammons
Learning and Development Supervisor | Three Years of Coaching Experience
What Is Your Favorite Part of Coaching?
Coaching is one of the most challenging and rewarding parts of my role at Signature. It’s tempting to give someone solutions and suggestions, but the best part of coaching is when I ask the right question to help them discover the answer for themselves. I often tell people, “You always had this answer for yourself, but sometimes you just need the time and space and unbiased ear of a coach to help bring it out.”
Amber Schmit Talent
Operations Manager
| Two Years of Coaching Experience
How Has Coaching Made A Difference In Your Life?
It’s given me someone to help talk through pivotal moments in my life and career. I typically set up my own coaching session at least once a year and sometimes more often! My coach is the person that I needed when I was younger and as I continue to advance in my career and my life. It has helped me be more confident in my decision making and who I want to be both professionally and personally.
An Uncommon Benefit: Signature YOU
Signature YOU, Signature’s in-house University, is home to more than 800 digital and live courses that cover topics including business, leadership, healthcare, and more. And the list of courses and materials is ever-growing and evolving. It’s easy to say a learning management system like this is quite uncommon.
Customized Learning for Signature Associates
Few understand the complexities of healthcare administration like Signature does. That’s why our subject matter experts throughout the organization create customized learning content for our Associates. You can’t find these courses anywhere else; they are specifically crafted for the skills and knowledge Signature Associates need.
Operations Manager James McKinstry understands this distinction well. In his three years with Signature, he has identified specific soft skills that our Associates utilize in their roles.
“At Signature, our Associates aren’t just doing a job, but they are offering an experience every day to those we serve,” James said. “With that in mind, it’s so important that our Associates learn how to offer the best experience they can.”
James worked with the Learning & Development team to create a program of courses that would help Associates learn about and practice these skills.
“I’m proud to say I’m with a company like Signature that pours into itself with its Signature YOU courses, ranging from ways to handle mental stress and burnout, practicing and recognizing empathy, and strategies for honing your customer service and better handling of phone call relations,” James said.
This customized approach to learning also allows Signature to address the needs and learning experiences of individual Associates. For example, some Associates are well-versed in customer support but are new to the healthcare industry. Others may be familiar with their Strengths but aren’t sure how to utilize Strengths in others when they step into a leadership role.
Once the necessary skill or knowledge is identified, the Learning and Development team relies on Signature’s subject matter experts and conducts thorough research to craft the content for our Associates. Our team of adult learning experts brings their expertise to then identify how to offer a customized learning experience for the greatest transfer of knowledge. For example, some skills are best addressed with digital courses or live training sessions, while others benefit from ongoing programming, workbooks, and other learning aids, or learning cohorts.
Individualized Learning Plans
Our team is happy to help Associates identify learning and development opportunities that are right for them and their career goals. To create your Individualized Learning Plan, the Learning and Development team will ask you:
• What are your goals and interests?
• Do these pursuits require specialized training or experience?
• What related experiences and skills do you have?
• How do you learn best?
Retaining Excellent Associates
At Signature, we hire the best in the industrythe people who will help us reach our vision of lowering healthcare administrative costs and our mission of improving the health of our clients’ business and making the lives of the people we work with better. Often, the best in the industry are also the people who crave development opportunities. They want to stay knowledgeable about trends in healthcare, leadership, and business.
Research shows that learning and growth opportunities are a significant driver of employee satisfaction. And the lack of such opportunities is often cited as a reason people leave organizations. Signature Associates have proven this: Signature Associates love to learn. And those who learn at Signature, stay at Signature.
“Learning and Development is important because it helps us develop personally and professionally,” Bilingual Customer Service Representative Sarah Shupe said. “We can learn new things and different approaches to handling our work and life. These courses help us solve
everyday struggles in the workplace and at home. We can also push ourselves to the next level in our career with the lessons we learn from Signature YOU.”
Nearly a quarter of our Associates have dedicated themselves to learning and have completed more than 100 courses on Signature YOU. We have also observed retention rates of 90% or higher for Associates who participate in some of our major learning programs, like ALOHA, Signature Reads, and coaching.
Maintaining Compliance and Security Expectations
The business of healthcare comes with some specific training and security requirements like annual HIPAA and Cyber Security training. Instead of requiring Associates to search for and obtain this knowledge on their own, Signature YOU houses all the necessary information Associates need to do their jobs in a secure and compliant manner. Using an internal system also allows our security and compliance teams to track learner completions and implement controls to prevent non-compliance. Signature YOU also supports data-driven decision-making for training and security initiatives.
While other organizations may send their employees to find learning and growth opportunities on their own, Signature takes an uncommon approach by creating exceptional customized learning offerings in-house. Not only is this option more cost-effective but it better addresses the needs of our talented, remote workforce, making this uncommon benefit a win all around.
MS S H I
What Our Leaders Learned At the 2024 HIMSS Conference
Allen Fredrickson Founder and Chief Executive Officer
It’s not often that the healthcare industry gathers at the size and scale as we do at the HIMSS Conference. The global representation of the industry comes together as a community to gain a broader understanding of what healthcare leaders are pursuing and solving for. What stands out to me is the unique opportunity for collaboration and exchange of insights, particularly in leveraging data to address issues faced by providers today. Through this collaborative effort, we can ensure that healthcare providers are actively involved in shaping the solutions they will be asked to adopt and use every day when treating those within the community. Building industry solutions through the eyes of clinicians and utilizing data in a valuable way will position the provider for long-term success and improve patient outcomes.
Karen Hudgins President and Chief Operating Officer
The two dominant themes were Artificial Intelligence (AI) and Cybersecurity. It was fascinating how AI is predicted to improve healthcare for millions and ease the administrative burden for clinicians. In addition, Cybersecurity experts talked about the growing danger of cyberattacks, which have become disturbingly common in healthcare.
Dr. Clinton Greenstone
Chief Medical Officer
At HIMSS, interoperability and AI/machine learning remained in the spotlight. The biggest takeaway for me was seeing how our endeavors of integrating AI/ML into ClaimsXM, our medical documentation retrieval system, and our Veteran and beneficiary well-being initiatives retain their significance within the industry. We aim to offer services that simplify the complexity surrounding interoperability by leveraging our latest technologies and partnerships, aiding providers in comprehending HIEs, facilitating direct provider-to-provider connections, and streamlining connections to payers.
Chris Vairo Chief of Staff
My biggest takeaway from the HIMSS Conference was meeting with other industry experts and organizations on how we can best support providers through new partnerships and the adoption of new technologies. As providers embrace new technologies to enhance healthcare delivery, they often encounter challenges in their adoption journey. From navigating complex systems to integrating new tools into their workflows, the transition can be daunting. It’s exciting to know that Signature Performance is a beacon of support for providers with our proactive approach to reducing administrative burden. Our expertise not only facilitates seamless integration of new technologies but also fosters a culture of innovation and efficiency within healthcare organizations, ultimately benefiting patients and providers alike.
Dawn Wierzbicki SVP of Business Development
One of the key insights I gained from the HIMSS Conference is the escalating significance of addressing interoperability challenges within healthcare. Participating in conferences like HIMSS is exciting because it provides a platform to discuss how Signature is directly addressing interoperability challenges. We are navigating these challenges by harnessing our team’s expertise, leveraging technology, and ensuring that our mission remains at the forefront of our innovative endeavors. Our efforts are proving to not only enhance the quality of care but also streamline administrative processes, improve the patient experience, and reduce healthcare costs.
Marc DuBois Chief Growth Officer
Our team witnessed an enthusiastic response from our partners at HIMSS, demonstrating a keen interest in collaboration and exploring potential avenues where Signature can offer assistance in revenue cycle management, coding, and consulting services. One of the biggest takeaways for me was the significant dialogue that centered around forging partnerships with firms operating outside our current competitive expertise, and thus an area we can supplement to broaden our scope and effectiveness in serving clients. We are excited to continue identifying opportunities to support our partners in improving access to care while alleviating administrative burdens.
Sheila Waring Chief Strategy Officer
Conferences like HIMSS provide invaluable insight into the intricate landscape of the industry. Despite the hurdles posed by interoperability, Signature is well-positioned to provide innovative solutions to overcome such hurdles. One of the biggest takeaways for me was the shared objective of VA and Military Health Systems to reduce escalating medical costs and re-route care to their direct care facilities. This strategic shift streamlines processes but most importantly ensures medical readiness and optimal treatment for military personnel and Veterans.
Tom Nagy Vice President of Sales
HIMSS primarily centered around groundbreaking technological advances in both Artificial Intelligence (AI) and Cybersecurity. I specifically noticed a tremendous increase in the number of healthcare companies that are now in the AI space. As AI advances in the healthcare industry, it will be interesting to see how many of these companies take it to the next level and how many dissolve in the next few years. Cybersecurity was also a major theme, especially with the most recent breach at Change Healthcare that had an industry wide impact.
STATE SPOTLIGHT
Pennsylvania
Located in the northeastern region of the country, visitors are drawn to Pennsylvania for its rich history and picturesque landscape. Adding to the sweetness, Hershey chocolate was born in Pennsylvania and quickly became the unofficial chocolate capital of the country.
Signature Performance has over 30 Associates living and working in the state of Pennsylvania. Many find it easy to stay connected to Signature, even though they are located over one thousand miles from our headquarters in Nebraska.
Jennifer Betz Facets Training Lead
Many of us living in Pennsylvania have worked together in prior roles or heard of each other in various circles of the ‘healthcare world’. Pennsylvania is a very beautiful state with the beautiful Appalachian Mountains. In central PA, we have a wonderful state capital, Harrisburg, with the beautiful Susquehanna River running by it. In southern PA, we have the city of brotherly love, Philadelphia, where we have so many sports teams to enjoy and the best soft pretzels around!
Working remotely has been a blessing for me, as I started during the pandemic when so many people were losing their jobs. I was hired at Signature and it has been the best job of my career. The people are so nice, patient, and hard-working. I love to stay in touch with my co-workers through phone calls. We type so much through virtual conversations and have fewer opportunities for heart-to-heart conversations. Phone calls help me get to know folks and build better relationships. On the phone, you can ‘hear’ the joy of an accomplishment. You can ‘hear’ when they may need support and encouragement. You can also ‘hear’ when they need help or condolences. In my few short years here at Signature, I have already formed relationships I will have for the rest of my life.
Tom Nagy Vice President of Sales
I was born and raised in the western suburbs of Philadelphia and lived here all my life. Some of the advantages of living here in PA include the beautiful change of seasons especially during the fall when the leaves change colors. I am also very proud of our sports teams and how we all take pride in them. I am ideally located within driving distance of some of the most pristine New Jersey beaches and magnificent Pocono Mountains. I stay connected during our weekly calls with the executive leadership team and work directly with our amazing marketing team on a continued basis promoting our services.
Lynn Hefflefinger Medical Coder
Greetings from Ridley Park, a small, lovely, quiet town south of Philadelphia. Founded around 1871 by Isaac Hinckley, it was named after a place in Cheshire England. Our original main streets are lined with large Victorian homes. I grew up here and have many fond memories. I enjoy walking all around town and especially our small but picturesque lake where Canadian geese and mallards visit daily from a nearby wildlife refuge. Close to the ocean or Pocono Mountains, Ridley is a great location and close to anything you like to do. Although I’m in Pennsylvania, Signature makes it easy to stay connected with my teammates via email and the amazing Teams App.
Bobbie Calcara Payer Payment & Reimbursement Analyst
Pennsylvania is a great state to live and raise a family. Living in Lancaster, there are many farms but we also have a very happening downtown scene with theater, restaurants, and more. We are close to major cities such as NYC, Baltimore, Philly, and Washington DC. We are also about 3 hours away from a few beaches, where I especially enjoy spending time.
I have worked remotely for many years and it is awesome for me. Signature Performance is the only company that I know of where remote workers have in-office connections. My team meets most weekdays to touch base. I enjoy seeing teammates virtually and having a few coworkers who are close enough to connect with me. I also try to keep abreast of company happenings by reading the Monday Memo, listening to podcasts, attending weekly Signature LIVE, and reading Signature Moments. Signature has great opportunities that always feel inclusive!
Notable Awards & Recognition
At Signature Performance, we firmly believe that a strong company culture is not just a trend but the cornerstone of connection, innovation, and success. We are deeply honored to be recognized by many organizations, as it reflects our unwavering commitment to fostering a workplace culture that embraces belonging, celebrates every Associate, and elevates industry standards.
2024 Inclusion & Diversity Impact Awards
Presented by World 50 Group
The I&D Impact Awards spotlight significant contributions to advancing inclusion and diversity objectives beyond day-to-day responsibilities, creating measurable and lasting impact. Signature was proud to be among four incredible companies recognized as Ally Award finalists in 2024. At the core of this recognition was Signature’s Diversity Circle, an initiative rooted in the advancement of Signature’s mission through a healthy, vibrant, and diverse workforce.
“To help us reach our vision for the firm and empower a connected workforce, we knew we needed to get our Signature Team out of the rows of everyday work and into a circle of connection,” Amy Hennings, Vice President of Organizational Experience, said. “We have found monumental success in the Diversity Circle, which has directly built our culture of belonging. Knowing 91% of Associates value inclusion and diversity in the workplace, to experience a culture of this caliber is indescribable and an achievement only possible in partnership with our Diversity Circle.”
The impact of our Diversity Circle is far-reaching as it has spurred corporate learning, invited Associate feedback, and aligned our experience and connection strategy with the evolving needs of our workforce.
2023 Best-in-Class Employer
Presented by Gallagher
On many occasions, you’ll hear our Signature team speak to our human-centered approach to Associate well-being. From physical and emotional stability to career and financial security, we take a proactive approach to planning, developing, and implementing comprehensive benefits and talent solutions.
As an employer committed to focusing on the evolving needs of our people, we are thrilled to announce that Signature Performance was recognized as a Best-in-Class employer based on results from Gallagher’s 2023 U.S. Benefits Strategy & Benchmarking Survey.
At Signature, we understand that when Associates are cared for, their impacts are multiplied. We have spent our 20 years in business crafting the best possible benefit package to support our Associates and their families. In doing so, our impact on the healthcare industry has been and continues to be profound.
2024 Best Places to Work Omaha Presented by Baird Holm LLP
The Best Places to Work in Omaha program, founded in 2003, publicly recognizes extraordinary Omaha employers for their exemplary practices in creating an environment where all Associates feel valued, respected, and empowered to contribute their best. Celebrating this recognition for the eighth time in our history, twenty Associates from across Signature represented us at the awards luncheon on May 23rd.
“From actively engaging in Omaha-area community programs to providing exceptional platforms for our Associates to grow and belong, Signature Performance is dedicated to creating pathways for individuals from diverse backgrounds to thrive professionally and contribute to a greater future for healthcare,” Mark Mathia, Chief Experience Officer, said.
As an organization, we can ignite positive change in Omaha and beyond. Our uncommon approach to the Associate experience, coupled with our commitment to continuous improvement, is evident in this accolade, and we are grateful for the opportunity to build an inclusive workplace where every Associate’s talents, perspectives, and contributions are valued.
Did you know there is an OSPAR award named after Bonnie? The Severson award was designed to help keep Bonnie’s spirit in the halls of Signature by “Doing what is expected and a little more.”
One of Signature’s first Associates, and current Senior Talent Operations Business Partner, Melissa Avidano.
Two of Signature’s first employees! Our Founder, Allen Fredrickson, and Bonnie Severson!
One of the first group photos of our Omaha team, featuring six Associates who are still with us today!
Current Signature Associates, Lori Hoffart and Ryan Nokes, receiving a quarterly OSPAR award from Allen Fredrickson
This year marks our 20th anniversary, and what better way to celebrate than by reminiscing about some of Signature’s greatest, most memorable moments? Let’s take a journey back in time to relive some of our fondest memories.
Signature goes out to the ball game! Associates gathered to watch the Omaha Storm Chasers play.
Leadership team members, Josh Klein and Michelle Swertzic at Disabled American Veterans Winter Sports Clinic.
Chief Experience Officer, Mark
and the
became a part of the Signature Performance family after the acquisition of Tiburon.
Signature expanded to another floor at our West location! Pictured is current Associate Alyssa Miller setting up her new desk.
Mathia
Tiburon team officially
The Intrinsic Value of Corporate Values
At Signature Performance, we are deeply committed to our corporate values of Passion, Integrity, Courage, and Respect. The values that line the halls of our Signature campus, and cross the screens of our remote Associates, serve as a vital reminder of the fundamental principles that guide our actions and interactions in both personal and professional spheres.
Passion
We have boundless enthusiasm to be the best in the industry. Our relentless passion has opened many doors in the world of healthcare administration, improving care for all. The passion of our Associates can be heard in every interaction with clients, Veterans, and families.
And so, we asked a few of our Associates what being passionate means to them:
Alexis McGee CAEC Customer Representative
“Passion in the workplace means finding your mission and striving every day to fulfill that mission. I found my mission here at Signature working in CAEC and being able to help our Veterans and their families obtain care for their emergency room visits and admissions. There is no greater feeling than speaking with our Veterans and hearing the relief in their voices knowing that we have their backs.”
Kimberly Clark Provider Experience Lead
“Passion in the workplace means leading by example and being able to give back. Passion, I have discovered while working at Signature, is a sense of belonging. I feel working at Signature has given me a sense of self-being and selfworth. I am motivated every day to come to work and help our beneficiaries and their families. Being a Veteran myself, it gives me such pride to give back to those who have come before me. They are the true heroes in my eyes. I love being able to come to work every day knowing I am making a difference.”
We know to achieve our goals we must have the best partnerships. Partnerships that are built on shared desires and no small amount of passion.
Integrity
We pursue challenges for the right reason - better health and care for all. From frontline Associates to our Corporate Compliance team, we are proud of our Associates that lead the charge of healthcare transformation with integrity.
And so, we asked a few of our Associates what living with integrity means to them:
Annette Meraz Operations Manager
“To me, the meaning of true integrity in the workplace is doing the right thing even when it is difficult to do so. Adhering to my values and morals, such as honesty and loyalty, enables me to act with integrity in my daily duties and commitments. I believe I inspire others to act ethically by living what I preach, setting clear expectations of what is and is not acceptable, and encouraging truthful communication.”
Charles Davis CAEC Customer Representative
“Integrity in the workplace describes how Signature operates, delivering quality service every day to succeed. Our reputation is at stake. I always make an effort to share how we must be above reproach in servicing our customers.”
At Signature, we do the right things, grounded in integrity, even when it is hard.
Courage
We are daring, gutsy, and willing to tackle the impossible. We are called to serve our nation’s most courageous population, Veterans. And it’s the dedication of our Associates and their continued courage that enables us to serve Veterans well.
And so, we asked a few of our Associates what being courageous means to them:
Kywana Mumphrey Sr. Production Support Lead
“Courage in the workplace signifies the strength to express authentic opinions, confront challenges, and embrace changes no matter what the workplace’s atmosphere looks like. To inspire courage in others, I lead by example with transparent communication, and resilience, and by creating an environment where my colleagues can share their opinions and know that their authenticity matters. I also acknowledge their contributions and often encourage them to ask for more opportunities if they are ready to grow.”
Jesse Weisbrod Financial Analyst III
“Courage in the workplace is going outside of your comfort zone for the good of the team. Sometimes that means doing what is right even if that means speaking up against others on your team. Other times, being courageous means standing up for a co-worker having a tough time, even when it makes you uncomfortable. By displaying these qualities, you can have a domino effect and inspire others.”
Courage is an important virtue in our work, as it takes courage to create the future of the healthcare industry together.
Respect
We treat others how we would like to be treated: with courtesy, compassion, understanding, and goodwill. Often described as uncommon, our
workplace culture is characterized by inspiring opportunities for Associates at all levels to grow and thrive.
And so, we asked a few of our Associates what acting with respect means to them:
Abby Workman-Ertz CAEC Customer Representative
“Respect in the workplace I feel is incredibly important, on both sides of the workplace spectrum – employers and employees. I believe being kind to one another and being responsible and accountable for your duties is a standard courtesy in the workplace. When I think of gaining respect, communication, being a good listener, and leading confidently come to mind. Signature Performance is the first place where I have felt our ‘bosses’ are more our equals and are especially receptive to our requests and advice. We are all trying to improve the company, which is amazing and earns my respect!”
Stacey Kimes Provider Experience Representative
“For me, respect in the workplace is about valuing the qualities of fellow Associates, treating them with professionalism and consideration, and appreciating their unique skills and Strengths. To gain respect and credibility from your colleagues and clients, listen closely and communicate clearly, sincerely, and empathetically. Treat them how you’d want to be treated, appreciating each person’s thoughts and ideas.”
At Signature, every Associate has the opportunity, no matter their work location, to be treated with respect and consideration.
Our corporate values of Passion, Integrity, Courage, and Respect are valuable in themselves, able to stand alone and as a testament to the greater vision of our organization. At the end of every day, it’s the display of our values, in personal and professional interactions, that determines our success. As we strive to achieve our vision, let’s remind ourselves to strengthen our commitment to our corporate values for they are the foundation of our 20-year history in healthcare administration.
Celebrating the Spirit of Signature Performance
As a company who recently celebrated our twentieth year of business, we have experienced many seasons of Signature Performance and have had the honor of being able to serve the healthcare industry in a variety of ways. Having once occupied a small office in 2004, to growing to five office buildings in 2019, to now residing in over 47 states nationwide, the spirit of Signature has evolved, deepened, and grown stronger over time. With our Associates and team members
located across the country, we felt it more important than ever to design a week focused on collaboration, connection, and celebration.
Our first ever ‘Spirit of Signature’ week was designed to not only bring our team members and partners together but to showcase the true spirit of Signature Performance. Whether you ask an Associate that has been with the firm for 12 months or 12 years, they know there is a marked difference when it comes
to Signature’s culture, people, and personality. Built on a foundation of Passion, Integrity, Courage, and Respect, we feel as though the Signature way of doing business is a little bit different than most. We’re proud to celebrate twenty years of excellent performance, top-notch talent, and long-lasting impact. It is apparent in every interaction that the Signature Way is something unique and special that should be honored and celebrated.
“Attending the annual OSPAR event was such an eye opening experience. As someone who has worked at Signature for years, I was overwhelmed with the number of people congratulating me and wanting to learn more about what I do. It was a very humbling experience, and I am honored that I was able to be part of this event.”
Michelle Simet Data Analyst
Celebrating The 2023 Annual OSPAR Recipients
One of Signature’s most proud and prestigious traditions is our oneof-a-kind Associate recognition program, The OSPARs (Outstanding Signature Performance Associate Recognition). From the program’s start in 2008, the OSPARs have highlighted and celebrated the achievements of Signature’s brightest and most exceptional Associates. From the company’s Rising Stars to our Top Performers to those who provide Outstanding Service, the OSPARs gives these Associates a chance to share in their accomplishments and for us all to reflect on the remarkable impact they have made on the firm. This year we cheered on our annual recipients with over 160 Associates, guests, leaders, and partners in attendance to celebrate the impact our winners have made in all of our lives. It is with these celebrations and these outstanding people that we can continue to make an impact and improve the health of our clients’ business.
Leveling Up With Emerging Leaders
Another pride of Signature Performance is our Emerging Leaders program. Each year, Associates are carefully selected to participate in our state-of-the-art, nine-month leadership lab with the hopes of growing both personally and professionally. Prior to the
pandemic, the Emerging Leaders met weekly in our Omaha office to connect, learn, and grow together. As the program has evolved to accommodate new ways of working, we knew we were missing out by not having these future leaders meet together on-site in our Signature offices.
This year’s class of 44 Emerging Leaders attended their first onsite symposium during our Spirit of Signature week to not only see what Signature is all about but to meet people of all different levels, backgrounds, and locations. With a company as complex and intricate as Signature, it can be hard to connect all of the dots, especially if you’re someone who is relatively new to the company and working remotely. By bringing our 2024 class of Emerging Leaders together, they were able to meet and hear from our Founder and CEO, Allen Fredrickson, meet with other company leaders, take part in the annual OSPAR celebration, and attend our Departmental Showcase. Not only did they connect with their fellow Emerging Leaders, but they had the opportunity to learn from and meet other Signature Associates from across the country who are all dedicated to making the lives of the people we work with better.
Exploring What’s Possible at the Department Showcase
With over 1,200 Associates, our Signature team has many unique
talents and skills that are worthy of showcasing. In 2021, we started showcasing our Signature departments and teams at our annual Department Showcase with a career-fair-style event designed to let each department share more about how their work impacts Signature’s mission. This year’s showcase was attended by over 180 Associates and featured 23 different departments. From learning more about our IT department’s expertise with a deconstructed laptop demonstration, to highlighting our operational excellence with a game of jeopardy, or to helping people understand how we grow our business with an interactive activity about the Business Development lifecycle, the Department Showcase event has become an Associate favorite. This annual event reminds us that it takes a village to achieve greatness and that with extraordinary people we can make an extraordinary impact in healthcare.
The Spirit of Signature goes beyond one week of events and activities. It is in the halls with us each day we come to the office. It is present in every zoom call we attend, whether it be with our clients or our team members. It is the foundation in which we conduct business. We are proud to have continuously exceeded both our goals and expectations with our team of outstanding people working toward a common goal. Our Associates are dedicated, passionate, and live out the Signature Way each and every day. We believe that these people and our mission are why we have experienced success throughout our 20 years in business and why we will continue to make an impact in the healthcare industry for years to come.
“For me, the most valuable part of the Emerging Leaders Symposium was that our entire class could meet face-to-face. While our Zoom sessions are great, everyone’s personalities were able to shine while in person. Everyone was ecstatic to meet members of the Leadership teams for the first time. We learn a great deal from them, so experiencing a moment to make a personal connection was incredibly special.”
Clay Delcoure IT Systems/Desktop Support
“As an Emerging Leaders Alumni, attending the Department Showcase was a blessing. Seeing so many people engaged and involved with different aspects of the company shows the impact the workplace can have on each individual. To have my experience be used to support those who will travel the same road I’ve been on and to see how much impact I’ve had on people I don’t even know reminded me that my role at Signature has a meaningful impact.”
Derrick Bell
VA WFM Real-Time
Adherence Analyst Lead
Meet the 2023 Annual OSPAR Recipients
Rising Star
Andrew Ciochetto | Instructional Designer
Innovation | Process Improvement
Michelle Simet | Data Analyst IV
Performance
Noah Stallworth | IT Customer Service Support
Performance
Vicki Rogers | Claims Processor
Outstanding Service
Laurie Barr | Appointment Scheduling Respresentative
Leadership
Erin Stites | CAEC Customer Service Representative
SPMG Excellence
Cassie Schnackel | Cloud Systems Engineer
SPMG Excellence
Rachael Lewis | Operations Manager
Teamwork | eOHI Team
Anthony Juza | Operations Manager
Bobbie Hinsley | eOHI Discovery Representative
Daniel Haren | QA Specialist
Jeremy Garfield | Workflow Analyst
JoAnna Bonham | Senior eOHI Discovery Lead
Mark Zieringer | eOHI Discovery Representative
Samantha Keimig | eOHI Discovery Representative
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, we celebrate our 20th anniversary and share stories of those who have not only embraced our guiding principles and values but inspired others to do the same.
Make Things Better
To make things better is to challenge yourself beyond your ordinary responsibilities, seeking
out the problems that must be solved. When a challenge was presented within ADP, our Associate data system, Nick Bohunis, HRIS Data & Reporting Specialist, stepped up and offered multiple impactful solutions with the necessary courses of action to reach the desired outcome.
“As I worked on this initiative with Kaylie (Honz) Wasserburger, I can say it truly hit home for us as we are just two out of a vast number of Associates who have a name preference,” Nick said. “For me, it is important to assist in Signature’s mission and vision of cultivating a greater sense of belonging for our Associates, and I believe the addition of preferred names in all of Signature’s communications is an important piece of that vision.”
With many Associates using a name other than their legal name, or a shortened version of their name, this initiative has supported a culture of belonging and acceptance. Spurred by Nick’s
The Ripple Effects of Preferred Names
A preferred or chosen name is the name a person wants or has elected to be called, and it’s not typically a person’s legal name. The use of an Associate’s preferred or chosen name can have a significant impact on their employment experience, especially when their elected name is integrated into frequent communications. Recognizing a person’s elected name facilitates greater Associate engagement and empowers them to find a sense of belonging at our organization.
“Being called by the name that everyone at Signature knows me as definitely contributes to my feelings of belonging at Signature. My legal name is something other than Sheila (Okay, it’s actually Margaret!), and it feels very legalese. When I am called by my preferred name, I know the message is sincere and not simply being sent by a robot.”
Sheila Waring Chief Strategy Officer
Whether it’s a change due to personal preference or identity affirmation, it’s always a good best practice to address everyone by the name they want or have elected to be called. Signature’s data-centered solutions have enabled us to support Associate preferences and reinforce our culture of belonging.
Nick Bohunis HRIS Data and Reporting Specialist
Shea Strieter
Provider Experience Representative
solution implementation, our Signature teams now utilize preferred names in communications with current and prospective Associates, including in print and digital correspondence.
“Nick makes things better daily; our team is well equipped with his positive outlook to make improvements to already great processes. Being data- and people-focused, Nick constantly finds ways to pair his appreciation for the data that we have with how it can make people’s lives better,” Rebecca Schaffer, Director of Talent Operations, said. “When the communications team was looking for ways to enhance the use of preferred names in email correspondence, Nick was quick to solution for this and leverage how this information can be relayed to multiple departments so it can be actively used every day.”
Nick feels this solution has given Associates a greater opportunity to be addressed in a way that’s comfortable and personable for them. Just as he was inspired by fellow Associates to push forward on this project, he hopes this solution inspires others to speak up for the greater good of Signature.
“I am confident that the improvements to this process have resulted in a solution that makes a significant difference in the lives of our Associates,” Nick said.
Act Like an Owner
Oftentimes, an Associate’s mindset has a direct role in their overall success. Embracing an ownership mentality has the potential to drive positive change not only for oneself but also for clients and their families. Shea Strieter, Provider Experience Representative, is a huge proponent of taking ownership of your actions and becoming a mission-driven service provider.
“I’ve always had high empathy for others and love the golden rule; treat others how you would like to be treated. When I get a call, whether it be from a provider or a Veteran, I keep the golden rule in mind. I put myself in their shoes and
understand their frustrations to help them in a way that I’d like to be helped,” Shea said. “When I do everything I can and make a difference for our callers, I feel so proud of myself.”
From her experiences on the phone, Shea has learned to put education first as Veterans, and their loved ones, don’t always understand their benefits and VA protocols. In a recent kudos call, Shea displayed her commitment to integrity by persisting through a challenging billing issue. Wearing her heart on her sleeve, she remained service-focused and found a resolution to assist a Veteran’s wife with her service needs.
“At first, it seemed hopeless, and I almost told her we couldn’t help, but she was upset and scared. So, I knew I had to do the right thing and keep on digging and find any possible way to help that I could,” Shea said. “After some digging, I located the issue and was able to contact the biller to get it resolved, relieving a burden on my caller’s shoulders.”
Shea’s’ ownership mentality and empathetic nature are critical to caring for the needs of our clients.
“Shea is someone who always takes ownership of things that she and our team do. From keeping herself accountable in the same manner another Associate would to doing everything in her power to resolve callers’ needs, she faces everyday tasks with kindness, efficiency, and a commitment to our values,” Annie May Beatham, Operations Manager, said. “When she sees a teammate succeeding or needing encouragement, Shea is always there with celebratory or kind words. She is always willing to give credit to those around her, and her ability to inspire others shines through often.”
Whether it’s with a Veteran’s family member or a healthcare provider, Shea provides superior attention and heartfelt care to each caller she serves, ultimately advancing our mission to make the lives of the people we work with better.
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.
Bravo!
Associate Kudos
Cheers to C4 Provider Experience Representative, Gryphon Fong. A Veteran recently stated that Gryphon was extremely detailed and did an amazing job of working through their complex situation that went to collections. The caller stated it’s people like Gryphon that carry on a legacy, showing passion, effort, and kindness. Outstanding job, Gryphon!
Congratulations to Vice President of Business Transformation, Shasta Johnson! Shasta recently completed her Bachelor of Science in Project Management through Bellevue University. Shasta was able to utilize Signature’s tuition reimbursement program and will be graduating Summa Cum Laude with a 4.0 GPA. She was also nominated as a student speaker during the graduation ceremony. Congratulations on your wonderful achievement, Shasta!
Shoutout to CHAMPVA Provider Experience Representative, Teara Hingleton “Most people ask for supervisors when there is a problem, but this is far from that. Teara was efficient, extremely knowledgeable, thorough, and simply outstanding! She explained everything in detail to help me understand instead of assuming I already knew. She made my morning!” Keep up the excellent work, Teara!
Congratulations to C4 Provider Experience Representative, Kim Amos. “Kim lifted a weight from my heart today. I didn’t sleep at all last night worrying about these bills, and Kim was exactly what I needed to help with the burden. She is very good at what she does, was patient and knowledgeable, and helped me with all my problems!” stated the caller. Nice work, Kim!
Cheers to CAEC Customer Representative, Toni French. A caller recently shared how everyone in the VA has been so helpful, but Toni struck a heartstring with her willingness to help and her spirit of gold. Way to make a difference, Toni!
Special shoutout to Assistant Manager of Talent Acquisition, Tatiem Bender! Tatiem recently earned her SHRM Certification. The SHRM-CP and SHRM-SCP certifications measure your ability to apply HR principles to real-life situations. Congratulations, Tatiem!
Round of applause for CHAMPVA Provider Experience Representative, Djuana Harden. A beneficiary recently stated she had to let us know how great Djuana is. The beneficiary had many reimbursement claims that needed to be processed. Djuana let her know what was needed, took the time to explain things, and walked her through the process. Great job, Djuana!
Congratulations to HIM Manager, Nicole Beck for her recent accomplishment! Nicole passed her Certified Medical Coding Auditor credential through AAPCthe nation’s largest education and credentialing organization for medical coders, billers, auditors, documentation specialists, compliance officers, and revenue cycle managers. Kudos to you, Nicole!
Kudos to CAEC Customer Representative, Jimmy Bass. A Veteran’s wife wanted to let us know that Jimmy was excellent! She has been nervous about everything going on with her husband, but Jimmy made her feel so much better - allowing her to focus on her husband instead of worrying about bills. Keep up the awesome work, Jimmy!
Celebrating Five Years
Adele Runge
Adrienne Chachere
Anthony Bell
Carlos Middlebrooks
Cheryl Drilling
Christy Joerz
Cory Dyer
Daniel Drilling
Dru Selders
Dyea Rowland
Jessi Moten
Jonathan Klindt Keesha Spears
Kelsey Gordish
Kevin Slater
Mark Waring
Mary Grantz
Matt Will
Megan Brooks
Michelle Walker
Pixie Marcus Xavier
Rheannon Faries
Sarah Shupe
Steven Carlisle
Teresa McGaugh
Todd Coughlin
Travis Binkerd
Ronney McKnight Celebrating Ten Years
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.