in this issue
connections that count : open forum discussion peak performance
every one and heartland pride
from the desk of allen fredrickson word on the street
History remembers the trailblazers. The people with a clear purpose, the courage to persevere, the bold, and the brave. The people that have a fire in their belly and an urgency to achieve a worthy mission. Do you have a trailblazer that comes to mind?
One trailblazer that comes to my mind is the former CEO of Apple, Steve Jobs. In 1997, he famously declared to the Apple community, "Here's to the crazy ones…they have no respect for the status quo…because they change things. They push the human race forward. And while some may see them as the crazy ones, we see genius. Because the ones who are crazy enough to think they can change the world are the ones who do." What a great definition of being a trailblazer.
Another group that comes to mind is the group of trailblazers that were here during the early days of Signature. We recently moved out of a small section of our West building that was our very first office
when we started Signature. As I walked through the office for the last time, I was flooded with memories of serving our clients, rising together as a team, and blazing new trails in healthcare.
Signature, we have an opportunity to be a trailblazer, a crazy one, a world-changer that transforms healthcare. Healthcare is a calling and a personal mission. And you are on the front lines - in a prime position - to improve healthcare in the United States. What we know for sure is that healthcare administrative costs and burdens are suffocating healthcare in America. Provider burnout is at an all-time high, primarily because the administrative burden has overcome their dayto-day work. Providers are spending less and less time with patients, and patient care is suffering as a result.
Here are some ways we are already moving the needle and leading the way in healthcare and beyond:
We are meeting and usually far exceeding our client goals, making their business healthier. This also means making important improvements in their administration burdens, costs, and overall financial condition.
Recently, at a VA Summit in Washington, D.C., Dr. Neil Evans, the Acting Executive Director for Electronic Health Record Modernization Integration Officer, recognized Signature's Chief Medical Officer, Dr. Leo Greenstone, in his presentation for being "a true leader in ensuring our Veterans have options when accessing care." Dr. Evans was part of a discussion around connecting patients in the VA through digital transformation and telehealth for care. Through our innovation efforts, we are serving our clients in new ways and improving healthcare.
Utilizing AI technology, we are on the verge of rolling out an AI-powered auto-coding tool that will allow Signature to take medical coding to the next level, increasing our speed and improving accuracy. Our ClaimsXM automated claims processing tool is also hitting new milestones; as I write this letter, we are on the cusp of processing 25 million claims.
From a government and policy standpoint, Signature has been at the forefront of many national and local legislative issues advocating for equality both in and outside the workplace and policies that will help attract and retain talent. We are and will continue to be strong advocates for equality including an equal opportunity to succeed.
While these are just a few examples, I’d encourage you to review your day-to-day responsibilities and look for ways you either are a trailblazer or can be a trailblazer in your role.
Being a trailblazer can be challenging. But, when you have a mission like Signature's, improving the health of our clients' business and making the lives of those we work with better, it drives us to move forward, keep working, and transform healthcare beyond our wildest dreams.
Carpe Diem, Allen FredricksonBeing a trailblazer can be challenging.
But, when you have a mission like Signature's, improving the health of our clients' business and making the lives of those we work with better, it drives us to move forward, keep working, and transform healthcare beyond our wildest dreams.
We’ve been focusing on creating ‘Connections that Count’ at work and want to know how YOU do it.
How do you create meaningful connections with new Associates when they join your team?
When we’ve gotten new Associates on our team, we are introduced to them via our huddle. I then like to send out a little note through Teams welcoming them and letting them know if they have any questions that I’m here for them. I want them to feel comfortable because I remember what my first day felt like!
I create meaningful connections with new Associates when they join my team by giving them a nice warm and funny welcome, whether it be by telling a joke or posting a GIF. I also let them know how wonderful the team is, giving our characteristics, suggesting when and how I can be available to assist with anything they may need, and if I cannot, I will direct them to someone who can! I also stay connected with them for the first few weeks until I recognize they have gotten the hang of things and then let them fly free as a bird!
I decided I would come into the office once a week and see new faces and make the effort to say ‘Hi’ to people I may not know. I realized then that I loved being around people. I wanted to know how the new Associates were feeling, so I joined the SPARK program, which was implemented for new Associates. I have taken on my first new Associate, and I love being able to catch up with her and see the confidence grow as she gets more settled in here! Other than when I go into the office, I use Teams to message others, as well as send Pats on the Back to new team members.
One way I try to create meaningful connections with new Associates that join my team is when they are introduced in our team chat by our manager; they are welcomed to the team in a group atmosphere. Another way I build the relationship is to send a welcome Pat on the Back. The best way I have found for building meaningful relationships is by personally introducing myself. When I am in office, I make efforts to go and introduce myself to Associates as a Lead and take a few minutes to learn about each Associate. When I walk by their desk throughout the day I stop and say ‘hi’ and see how they are doing.
I think the meaningful connections that I've been able to build always start with information. Giving newer Associates a hand when management isn't available is a great way to build rapport and trust in the workplace. A simple question to tenured Associates can easily be complex for someone just beginning your position. Lending a quick hand when you don't necessarily have to can change that newer Associate's outlook on the company as a whole.
On the rare occasions when I'm in Plaza, I try to say 'hi' to new faces in the cubicles and introduce myself in the break rooms. I took notes when I was a new Associate in ramp-up in order to always remember what that was like. It helps me impart some nuggets of advice for any newbies who desire it.
On June 30, the Zoom doorbell rang frequently as Signature Associates from all across the country tuned into our second Open Forum: Connections that Count. Kicking off the event, Gibril Mansaray, Experience Manager of Diversity, Equity, Inclusion, and Belonging, posed questions to the audience aimed at building trusted connections. From our geographic location to travel experiences, hundreds of answers were entered into the Zoom chat box in a matter of seconds, and this was just the beginning of connections being made.
Recent data shows that strengthening our ability to form trusted connections at work drives active and positive engagement, which leads to improved performance, client satisfaction, and an increase in Associates' career advancement.
Chief Experience Officer Mark Mathia’s keynote message spotlighted how learning to love what we do enables greater connection, joy, and fulfillment in our line of work. As our mission is to improve the health of our clients’ business and make the lives of the people we work with better, our ability to make connections with Associates, providers, and Veterans is also enhanced through this relationship.
Link with others by learning the secret power of High-Quality Connections (HQC) and the fine art of partnering at work.
Outstretch our thinking when setting goals and objectives. Practice creating 10X goals while including others along the journey.
Value the significance of owning our values. Discover how to identify what we value most and aim for our strengths while living them every day at work.
Empower those around you to find Ho’ohana (purposeful work) and learn to lean into their unique talents and strengths.
Before dissecting the three levels of connection, Mark shared a message from Jon Acuff, author of Soundtracks: The Surprising Solution to Overthinking, that reminded Associates to capitalize on the moments that spark a connection.
“The road to awesome is paved with awkward. If you want an awesome life, you will have to do a ton of awkward things, so get comfortable,” Acuff said.
As Associates regain their footing at in-person events, Mark emphasized that overcoming the awkward stages of an initial connection is essential to cultivating Signature’s culture. Developing trusted connections at work empowers us all to pursue a rewarding career that aligns with our values of courage, passion, integrity, and respect.
“We were never meant to be soloists our whole life. We are stronger, better, and more equipped when we are deeply connected in our community,” Mark said.
We spend an estimated 50% of our time with social connections. Social connections are with those that you may grab dinner with to get to know them further. These connections are not likely to have a role in major life events. However, most connections begin as social ones before feeding into higher levels as the connection evolves.
We spend an estimated 40% of our time with true connections. True connections consist of individuals we enjoy spending time with and sharing recent developments with. We may not utilize their input in decisions, but we look to them for words of support and celebration after the decision has been made.
We spend an estimated 10% of our time with trusted connections, the most important of the three. Trusted connections play a vital role in guiding direction and decision-making in one’s life. These interpersonal connections are of the utmost quality and personal depth. To become someone’s trusted connection, we must be credible, of notable character, and competent. Credibility is doing what you say when you say you will and is essential in sparking a trusted connection. When we think of character, notable individuals act in a way that reflects their goals, values, and beliefs. Especially in the workplace, being competent and an expert in your role affirms your ability to provide trusted results. When you combine these three attributes, you become a trusted connection yourself and attract other connections to your network.
Mark challenged Associates to flip the connection pyramid and dedicate 50% of their time to trusted connections and the remaining 10% to social connections. The results may change the trajectory of your career, fulfillment, and well-being.
examines ideas, policies, and practices that foster growth through access, connections, knowledge sharing, and empowerment. Multiple representatives from the Diversity Circle joined us to share their passion for building connections in a diverse workplace.
Signature’s Diversity Circle’s purpose is simple; it’s about the advancement of Signature’s mission through a healthy, vibrant, and diverse workforce.
The Diversity Circle is charged with understanding and influencing the future of Signature’s efforts surrounding Diversity, Equity, Inclusion, and Belonging (DEIB). Collectively, the Diversity Circle
Lindsey Allen, Data Analyst III, chose to continue their service in Diversity Circle because their personal mission is to ensure an inclusive and equitable environment for all. When asked how they build trust in a remote environment, Lindsey said, “Building trust virtually is not as different as it might initially seem. The most difficult piece is setting aside time to virtually connect instead of relying on running into fellow Associates by chance. Don’t be afraid to take the first step because people respond really well to authenticity.”
Tara Brooks, Associate Relations Specialist, joined the Diversity Circle to be a trusted ally for others and to be part of collective resolutions that improve the Associate experience. When asked how to develop connections in Signature’s hybrid environment, Tara said, “I have a unique opportunity to connect with people on their first day, and I recommend our newer Associates utilize the Intranet to make new connections. Be open and be your authentic self, then people will gravitate toward your credibility, character, and competence.”
Ken Rosa, Operations Manager, shared that he was inspired to serve the Diversity Circle by the opportunity to lend a voice to fellow Associates. When asked how he stays connected to every individual on his team, Ken said, “We make connections by listening to understand and not listening to reply. It is not the number of touchpoints I have, but it is the depth of those points and the opportunity I have to get to know my team on a deeper level.”
Signature Live is fun, innovative, and, most importantly, for you.
We invite you to attend Signature Live each Wednesday beginning at Noon, CST. Our weekly virtual webinar is a place where you are 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 and healthcare trends. From food truck announcements to department spotlights, this 20-minute broadcast is one you won’t want to miss.
A specially curated invite will land in your inbox on Wednesday mornings, and we can’t wait for you to plug into Signature Live.
Tom Gray Leadership
Sara Swingholm
Outstanding Service
Mike Boettcher
Outstanding Service
Richard Cooks Jr.
SPMG Excellence Award
Joel Thomas
SPMG Excellence Award
Shannon Heinsmann
SPMG Excellence Award
Blake Eilers
Marina Flores-Hartman
Rising Star
Taylor Fulton
Brittany Kruger Debbie Parks Erin Elkins
Evan Persson
Faviola Martinez-Perez
Jaclyn Garic Jesse Weisbrod
Jim Paska
Kelly Maki
Kelly McIntosh
Lindsay Lee
Marcie Swanson
teamwork | business systems implementation team the severson award
Karen Hudgins
Marie Shipley
Penny Eilders
Rebecca Schaffer
Taylor White
A total of 40 Signature Associates volunteered at the Food Bank for the Heartland in the first half of this year. Food Bank for the Heartland offers a variety of programs and opportunities to get involved in the fight against food insecurity across Nebraska and western Iowa. Signature Associates helped by stuffing 1,500 backpack packages of weekend meals for school-age children and sorted through almost 8,000 pounds of fresh potatoes to be repackaged and distributed.
Andrew Ciochetto, Instructional Designer, shared his thoughts on this experience:
“The Food Bank was an amazing volunteer experience. As a former middle school teacher, I have seen the Backpack Program impact many kids’ lives. Opportunities like this are great for moral, and help forge new connections with fellow Associates while making a difference in the community.”
Ten Signature Associates attended the 100 Black Men of Omaha: Men of Honor fundraiser on June 2nd. 100 Black Men of Omaha is committed to the intellectual development of youth and the empowerment of the African-American community. Their annual fundraising event helps support the organization’s mentoring programs and recognize individuals who demonstrate an exceptional commitment to their mission. Signature Performance’s Founder and CEO, Allen Fredrickson, was proud to serve as the 2023 Honorary Chair of the event.
Richard Cooks Jr., Provider Experience Lead, reflects on attending this event:
“It was truly an honor to have the opportunity to share the evening with people that are so dedicated to bringing and supporting a positive change in our community through recognition, celebration, and networking."
20 Signature Associates attended the Salvation Army’s DJ’s Hero Awards Luncheon on May 9th. This annual event is held in memory of D.J. Sokol, who lost his battle with cancer in 1999 at the age of 18. Each year, at least sixteen $12,000 scholarships are awarded to Nebraska high school seniors who have persevered through difficult times to overcome adversity and pursue their dreams.
Chris Vairo, Chief of Staff, shared some of his thoughts about attending the DJ's Hero Awards Luncheon event:
“I was truly honored to be a part of the 2023 D.J.’s Hero Awards Luncheon that Signature supports as a proud sponsor. To hear the stories of these young students and what they have overcome is heartwarming. I’m very proud that Signature takes such an active role in supporting this neat cause for our students and community.”
PRESENTED BY VETS INDEXES
From community reentry to unexpected deployments, Signature Performance is proudly committed to supporting the military service of our Associates. In recognition of this commitment, Signature has been named a 2023 Three-Star Employer by VETS Indexes Employer Awards.
As we serve the Department of Veterans Affairs and the healthcare administrative industry, our Veteran-inclusive programs, policies, and initiatives are of utmost importance to cultivating the Associate experience.
“Signature Performance, Inc. has demonstrated a commitment to recruiting Veteran and military-connected employees, and then helping them grow and develop into leaders.” –George Altman, Managing Director of VETS Indexes
VETS Indexes takes pride in setting the new standard for thoughtful Veteran employment practices, and we are honored to carefully align our efforts with their standards to ensure Signature provides the best opportunities possible for those who once served our great nation and are now serving our mission.
PRESENTED BY BETTER BUSINESS BUREAU
Signature Performance was honored to receive a 2023 Torch Award for Ethics presented by the Better Business Bureau. This remarkable achievement is a testament to Signature’s commitment to integrity in decision-making and ethical business practices.
“Your commitment to ethical conduct has undoubtedly established Signature Performance as a role model for others in the business community.” –2023 Award Selection Panel
Signature accepted the award at the Better Business Bureau’s annual awards luncheon on September 19, 2023. In addition, our Associates in attendance were inspired by a keynote message from Clayton Anderson, President & CEO of the Strategic Air Command & Aerospace Museum and a former NASA astronaut.
Signature remains steadfast in promoting trust within the industry, fostering positive relationships with customers and stakeholders, and producing uncommon results in the business of healthcare.
Awards of this nature are never by accident, and these awards are only made possible by the relentless efforts of our Talent Operations team, our leaders, and all our Associates who serve our mission.
At Signature Performance, we believe that uncommon change occurs when we collaborate from all corners of the organization. Last fall, President & Chief Operating Officer, Karen Hudgins, announced the launch of four Executive Councils to bring together the brilliant expertise of our front-line talent and leadership to help advance our mission and vision. Each Executive Council serves a distinctive purpose to the larger organization - they address the areas of Growth, Innovation, Operational Excellence, and Workforce and Logistics. Let’s take a look at what they have been up to and how their efforts are improving the way we do business.
The Growth Council focuses on strategic planning for revenue growth, which includes the process of setting goals and creating a blueprint for Signature’s future. This council has three subcommittees that address federal growth strategy, commercial growth strategy, and competitive pricing.
The Federal Growth Strategy subcommittee is continuously refining the company’s federal growth strategy relative to the emerging landscape to position Signature for success. The Commercial Growth Strategy subcommittee is focused on identifying and exploring synergies between SPHC and Signature Performance Atwater to create new and exciting opportunities in the commercial sector. The Competitive Pricing subcommittee is conducting lessons learned exercises on prior bids and streamlining our opportunity response process. In doing so, this positions Signature to be nimble and keep a competitive edge in the market.
The Innovation Council is responsible for aligning the roadmap and execution plan for Vision 2025 and beyond. This involves driving the direction, strategy, and prioritization of Signature Performance’s solution products, technology strategy, and service delivery offerings. The council is tracking toward its goal of identifying and initiating at least five ideas that mature into active projects in 2023. Some of the current projects include:
Multiple Medical Document Retrieval pilots
Clinical Insights Project
Prior Authorization Automation
Suicide Ideation and Homicide Identification
Detection & Notification System
The Operational Excellence Council was initially chartered to lean into cross-organizational talent, expertise, and collaboration to support Signature in advancing its mission and vision. The Council explores operational inefficiencies and promotes solutions for change to allow us to make the best use of our resources and improve processes. It now includes four subcommittees, each focusing on a specific functional area of the organization: Centralized Authorization Emergency Care (CAEC), Provider Experience Center (PEC), ClaimsXM, and Retention.
The CAEC subcommittee is working on procedural changes aimed at reducing task switching. These updates will help improve performance and delivery among CAEC Associates. They have also been working on training improvements for newly hired CAEC Associates. This program aims to create a consistent onboarding and training experience to improve Associate experience and retention.
The Provider Experience Center subcommittee has been hard at work on a few operational projects involving AI integrations. The team is developing AI scripts for Intelligent Virtual Assistant (IVA) and Interactive Voice Response (IVR) systems to screen calls and provide timely solutions to callers. They are also redesigning desk procedures to incorporate a chatbot which will help reduce call handling time.
In addition to AI integrations, the subcommittee is making strides in improving the Associate experience. Think of all the separate applications you use during a typical work day. The team is exploring ways to reduce how much time is spent logging into multiple systems, thereby improving the experience. Additionally, the subcommittee is developing a system to preschedule voluntary time-off for the Five9 community to improve schedule flexibility and reduce over-staffing.
The ClaimsXM subcommittee was created to improve processes related to Signature's powerful automated claims processing tool. Their current projects address a wide variety of improvements, such as reducing technical assistance on operational tasks, shortening call handling time, decreasing validation time on approvals and providers, and reducing the turnaround time of rejected claims.
The Retention subcommittee is working on several projects related to strategically retaining the exceptional talent we hire. A robust project this committee is working on is revamping the 30/60/90 day new hire experience. This initiative will help provide clear goals and timelines for new Associates to successfully integrate them into the company. Additionally, a new hire experience evaluation program is being implemented to gather feedback on onboarding communications, especially for our Associates experiencing an initial 6-8 week delay due to background checks and requirements. Other projects involve adjusting computer skills assessments used in Talent Acquisition and improving remediation and disciplinary procedures.
The Workforce and Logistics Council’s purpose is centered around the people of Signature Performance. Specifically, they look at the current community of Associates and propose recommendations for the future of our workforce.
The Council has been conducting industry research and developing a 'Future of Work' report. This multifaceted report examines who does the work, where the work is done, and how the work is done at Signature. In preparing the report, the Council considers the current state of the company’s workforce, industry trends, and key metrics to make recommendations to the Executive Leadership Team. One trend that the Council is paying close attention to is the use of AI in the workforce and in healthcare at large. The development of this report is an important exercise for the Council as it helps Signature keep a pulse on the current state of the workplace and relevant trends to aid in the company's success.
I love watching sports. Besides getting caught up in the compelling competitions, seeing trained athletes achieve their dreams, and as a fan being part of the action…I love the stories that come with every match, game, race, and competition. While I love cheering for football, college basketball (Go Creighton!), and watching the big sporting events like the Super Bowl, believe it or not, the annual tennis tournament at Wimbledon is always an event I can’t miss. And this year’s Gentlemen’s final was a display of peak performance. Novak Djokovic, the seasoned, seven-time winner, against the up-and-coming Carlos Alcaraz, the twenty-year-old prodigy just gaining his momentum and reputation. During the five-hour, five-set match, a display of two athletes being excellent at what they do emerged - or as I like to call it, peak performance.
Achieving peak performance in our profession is a goal that many of us strive for. Whether it's hitting growth targets, meeting deadlines, or delivering top-notch customer service, we all want to be at the top of our game. But how can we consistently perform at a high level? How do we make sure we are the best version of ourselves everyday?
I have lived in Omaha, Nebraska, for most of my life and there is so much about this city that I love, but one of my favorite places in Omaha is the Bob Kerrey Pedestrian Bridge. It’s a stark, white cable stay bridge that connects Nebraska with Iowa over the Missouri River. In the 20 minutes it takes to walk across, you may see wildlife, the Omaha skyline, or selfie takers on the line between Nebraska and Iowa.
Have you ever noticed that bridges can often times represent cities? For example, it’s hard to think about San Francisco without picturing the majestic Golden Gate Bridge or New York City and the Brooklyn Bridge. I think the same goes in business. I think some of the most memorable business opportunities were built on bridges that were made between people. While some would call these partnerships, I think the world would be very different without William Procter and James Gamble (Procter & Gamble), Bill Gates and Paul Allen (Microsoft), Steve Jobs and Steve Wozniak (Apple), and, my personal favorite, Ben Cohen and Jerry Greenfield (Ben and Jerry’s Ice Cream).
Bridges in business are founded upon trust. For me, trust is confidence born from two dimensions: character and competence. Character includes one’s integrity, motive, and intent. Competence includes capabilities, skills, results, and track record. Both dimensions are vital and both are things we can all work on as we build relationships.
The ability to build strong bridges with each other has a significant impact on performance. When you have trust, that ultimately leads to open communication, and with a shared vision with your teammates, you can achieve great results. To make this happen, it's important to invest time and effort into building relationships. Get to know your colleagues beyond their job titles, show appreciation for their contributions,
and be willing to listen to their ideas. By working together as a team, you can achieve more than you ever could alone. And that’s extra important as we work together on our big mission to transform healthcare.
Send someone a Pat on the Back. If you see someone doing great, have the courage to tell them!
Is there someone that you haven’t connected with in a while? Send them a Teams message, even if it is just to say ‘hello’. (A funny GIF also goes a long way.)
Do you need to say ‘I’m sorry’ to someone? If so, don’t delay. Most people are ready and willing to forgive if you just reach out
Since I was a little girl, I have always loved the super hero Superman. Wearing the cape his mother made him, he is saving the fictional city of Metropolis in every movie or TV show. Superman used his super-sonic speed, ability to fly, and ultra strength to be a difference maker. I also loved that the same person could be the clumsy (even nerdy) Clark Kent. In order for Superman to save lives (sometimes even the planet!) He had to understand his unique blend of strengths and spring them into action. I think we can all agree that he executed his super talents with excellence time and time again.
If you have been at Signature for any length of time, you will know this common question, what are your top 5 Clifton Strengths? (Just in case you were curious, mine are: Maximizer, Individualization, Activator, Developer, and Ideation.) I love getting to ask people their unique combination of Clifton Strengths and how they get to use those strengths at work each day. Gallup research shows that people who deeply understand and know how to apply their Clifton Strengths perform at higher levels than those that don’t know their strengths.
By paying closer attention to your strengths, you become a lifelong student of yourself, and I promise new insights will strike all the time.
Capture them. Write your discoveries in a journal, send yourself voice memos, or jot insights down on sticky notes -- pick a method that resonates with you. Doing so will help you retain (and act on) what you learn about your Clifton Strengths, which will make achieving peak performance possible.
Your Clifton Strengths are unique to you and knowing how to use them every day in your role allows you to have a superpower at your fingertips. But just like Superman, you have to look for how to use your strengths for good to perform at your highest levels. And I believe strengths are the secret sauce to reaching your highest potential at Signature.
Each month, Signature offers a SignatureYOU course specifically about strengths. Sign up for the next class.
We have three in-house Gallup-certified Clifton Strengths coaches. They offer one-hour coaching sessions for all Associates. You can make an appointment on the Intranet.
Talk about it - have you asked your manager, your best friend at work, or teammate about their Clifton Strengths? Here’s a great question to get started: What Clifton Strength have you used the most today?]
I’m convinced there are two types of people in the world, those that refill their car with gas when the tank hits half full and those who are okay sliding into the gas station on neutral because their tank is completely empty. Whichever method you choose, I think the same thing can happen in our lives. If we don’t pay close attention to our lives we can all of a sudden find ourselves depleted or exhausted and certainly not performing at our peak potential.
While burnout isn’t anything new, we are currently experiencing higher levels of burnout due to the aftereffects of the pandemic and general disruption during the last three years. At Signature, we have combated burnout through our ALOHA program. Created by our very own Chief Experience Officer, Mark Mathia, ALOHA is a 40-day journey created to help you better understand and improve your overall well-being. Over 200 Associates have participated in this program, and the results have been extraordinary. Recently, a colleague shared on Facebook, “ALOHA helped me develop healthy habits and identify the ones that were not so healthy. I highly recommend this program.”
Performing with excellence requires us to be at our best. Make sure you are checking in to ensure your tank is full (or close to full), and if it isn’t, make a pit stop to refuel.
I think Aristotle said it best, “Excellence is never an accident. It is the result of high intention, sincere effort, and intelligent execution. It represents the wisest option among many alternatives. Choice, not chance, determines your destiny, dreams, and values.” Performing at our highest levels requires an intentional focus on building bridges, understanding our strengths, and making sure we are fighting burnout at every corner.
Remember, it's okay to ask for help when you need it. Whether it's from a colleague, manager, or the Grow Navigator or Employee Assistance Program, don't hesitate to reach out for support. Take care of yourself, and you'll be better equipped to handle whatever challenges come your way.
Take breaks throughout the day. Whether it's a quick walk or a few minutes of deep breathing, giving yourself short breaks can help you recharge.
Prioritize your workload. Identify what tasks are most urgent or important, and tackle those first. This will help you stay focused and avoid feeling overwhelmed.
Practice self-care. Eating well, getting enough sleep, and engaging in activities you enjoy can all help you manage stress and avoid burnout.
Benefits are personal. It is your health, your peace of mind, your well-being, your financial security. It is your family, your loved ones. Benefits show up for you when a family member’s health takes a turn, when you get married, have a child, as you dream to retire… benefits are there for you when life gets good, the unpredictable happens, and everything in between.
Signature proudly offers 25 benefits – and counting – that play into your total wellness. Our benefits are carefully selected to make your life better. We are excited to ~get personal~ with our sponsored benefits as we explore the positive impacts you can feel when you take advantage of our benefits.
A unique, vested interest Signature takes in benefits is education. Education can look different to everyone. Whether you’re looking to explore higher education for the first time, go back to continue a
degree, or explore new coursework in pursuit of your passions, there are programs available to you.
Signature’s Tuition Assistance & Education program in partnership with Bellevue University includes generous educational assistance, allowing Associates and their families to never stop learning.
This Tuition Assistance program offers up to $4,500 per year for fulltime and part-time Associates to apply toward a college degree or certificate at Bellevue University.
Your family members are also eligible.
We know that going back to college can involve your family. In fact, you may have others in your family who are interested in pursuing a degree, too. That’s why immediate family members are eligible for $2,500 in annual educational assistance with this program.
There’s tons of support.
We selected Bellevue University for this new program because they are a world leader in making it possible for working adults to earn a college degree, in-person and online from anywhere across the nation. They understand the Signature Performance culture and how hard you work to serve our clients. And, they understand the balance that will be required to work on your college degree while you work, and we appreciate that.
The new tuition assistance is for any of Bellevue University’s more than 50 bachelor’s degrees, nearly 30 master’s degrees and 2 doctoral programs! This is an annual tuition assistance benefit – good for each year you are a full-time student at Bellevue University.
Bellevue University offers academic advising, online tutoring, a writing center, military Veteran services,
and other ongoing professional development webinars.
Because Bellevue University is a nationally accredited university, they participate in all major federal and state grant and loan programs to pay any direct education costs remaining, such as tuition, books, and supplies.
Types of federal financial aid you may qualify for:
Pell Grants – Awards of up to $7,395 for the 2023-24 school year if you can demonstrate exceptional financial need. This is a grant program set aside by the federal government for individuals who meet financial aid guidelines. Because it is a grant, it does not need to be repaid.
Veterans Education Benefits –Bellevue University welcomes Education benefits and has VAapproved experts who will work with you to access and use the education funding you’re entitled to.
Visit https://go.corporatelearning. com/signatureperformance where you can explore which degree is
best for you, learn more about the Tuition Assistance program and other financial aid, and enroll to start learning.
Bellevue University lets you transfer in your previous college credits without a transfer fee! If you have an associate degree, they will accept all the credits in your degree in full. You can also get credit for professional and military training, as well as for-credit exams like CLEP and DSST.
Education that meets you where you are.
As we’ve all felt, Zoom fatigue can be a real thing. And there is so much more to effective online learning than recording a professor lecturing. Bellevue University dedicates an entire college to effectiveness in online learning, so you are assured a rich, interactive experience that encourages sharing with your professor and among your classmates. And, of course, the primary benefit of Bellevue University’s online learning is that you can study and attend class when it’s convenient for you.
To get started in exploring education at Bellevue University, you can visit GO.CorporateLearning. com/Scheduler to set up a Personal Advising Session with a helpful Enrollment Counselor. Bellevue University has a dedicated group of Enrollment Counselors who are knowledgeable about Signature Performance, our values, and how a degree may supplement the work you are currently doing. Throughout the enrollment process, your Enrollment Counselor will advise you on all aspects of your degree program, including course content, timeframes, workload, financing options, enrollment procedures, and more.
An uncommon journey to becoming Signature’s newest Cloud Systems Engineer held common roots in continuous learning and development. Approaching twenty years in the firm, Cassie Schnackel’s natural curiosity has propelled her career to new heights.
“Transitioning through multiple positions at Signature has been invaluable for expanding my skills and gaining a better understanding of the organization. Each role has brought unique challenges and learning opportunities, providing fresh perspectives,” Cassie said. “Reflecting on past roles and seeking growth opportunities both through Signature and on my own have shaped my career into what it is today.”
During her impressive tenure, and in alignment with her top Gallup strengths, Cassie has displayed an uncommon dedication to investing in her professional abilities.
“It's inspiring to see individuals like Cassie who take their professional development seriously and are willing to put in the effort to learn. Her promotion is a testament to her hard work and dedication, and I have no doubt that she will excel in her new role as a Cloud Systems
Engineer,” Donald Newsom, Director of IT Infrastructure Operations, said.
Cassie’s story proves that authentic mentors, the right mindset, and passion are the key tools necessary to achieve excellence. Her journey to becoming a Cloud Systems Engineer is marked with mileposts from her past roles within the firm; however, Cassie’s most significant milepost is her commitment to growing her talent and using her strengths.
“I find joy in expanding my knowledge of various subjects and staying updated with industry trends to remain relevant in today's workforce. Continuous learning is essential for personal and professional development, allowing me to enhance my skills, broaden my expertise and demonstrate my skills through obtaining certifications,” Cassie said. “Signature’s commitment to supporting personal and professional growth has inspired me to push myself and seize every opportunity.”
Cassie offers our Associates three valuable lessons to employ as we strive to improve the health of our clients’ business and make the lives of the people we work with better.
1. Vocalize your vision. Establish clear career aspirations and articulate the vision with your managers and mentors. Together, develop a plan to advance your skillset, provide accountability, and grow into those aspirations.
2. Challenge your curiosities. Understand that Associate-led development at Signature is a mindset. Pursue innovative ways to elevate your impact in the present while improving your potential to meet those aspirations.
3. Seek the summit. Maintain steady, focused progress toward your aspirations. After all, the summit is only the culmination of perseverance, milepost learnings along the journey, and unwavering passion.
Capturing your career aspirations in the business of healthcare is possible with authentic mentors, the right mindset, and unwavering passion. Cassie’s dedication to continuous learning and development is admirable, and we hope that hearing her Signature story inspires you to achieve excellence.
MARK MATHIA CHIEF EXPERIENCE OFFICER [CXO]
The connection between love and work can be elusive, but it is an important connection to make. When we learn to love what we do, it not only brings joy and fulfillment to our work, but it also enhances our sense of purpose and meaning in life. On the other hand, if we are in a job that we dislike or feel is meaningless, it can have a negative impact on our mental health and overall well-being. Making connections that count at Signature allows us all to create a fulfilling and rewarding career that aligns with our values of courage, passion, integrity, and respect. Recent data shows that strengthening our ability to form trusted connections or links at work inspires active and positive engagement which leads to improved performance, client satisfaction, and enables each of us to advance our careers and create the elusive work/ love connection.
One of the most significant benefits of workplace connections is improved well-being. Establishing positive relationships with colleagues makes us feel valued, respected, and supported, creating a healthy work environment. A healthy work environment, in turn, increases career satisfaction, elevates engagement levels, and creates psychologically safe spaces at work. A positive work environment where we feel connected with others produces a deepened sense of belonging and shared mission, improving our moods and resiliency levels.
According to Gallup scientist Tom Rath and Jim Harter in their recent scientific studies, titled The Economics of Well-being, workplace friendships significantly impact an individual's overall well-being. The study found that associates who had strong relationships with their colleagues experienced lower levels of stress and a greater sense of career satisfaction. Moreover, workplace friendships enhanced productivity and promoted a positive work culture. The study's authors suggest that employers should actively encourage and support the development of workplace friendships as an essential aspect of employee well-being and organizational success.
Another benefit of solid workplace connections is their impact on individual and team performance. When we build rapport with our colleagues, we establish trust that allows us to collaborate, innovate, and communicate more effectively. This leads to improved productivity, increased motivation, and better teamwork. This synergy and collaboration among members leads to better decision-making and helps to avoid costly mistakes.
There is some fascinating research on the benefits of workplace connections. Having close relationships with colleagues can improve safety and reduce errors on the job. According to a study published in the Journal of Applied Psychology, Associates with
solid friendships with their co-workers were likelier to report safety hazards and feel comfortable speaking up about potential problems. Additionally, they were less likely to make mistakes or have accidents on the job. A supportive social network at work can make daily life more enjoyable and improve overall job performance and safety.
Furthermore, workplace connections can contribute to longevity, or how long an Associate remains in an organization. Strong relationships with colleagues often make Associates feel more invested in their work and the company, leading to a greater sense of loyalty and commitment. Many Associates who leave their companies report feeling disconnected from their coworkers and managers.
The real-world cost of attrition can be significant for businesses. Losing Associates means losing valuable skills, knowledge, and experience that can take time and money to replace. It also means that other Associates may have to take on additional responsibilities, leading to increased stress and burnout. The cost of recruiting and training new Associates can add up quickly, not to mention the potential loss of productivity during the transition period. In rare seasons when
attrition rates become a problem, they can damage a company's reputation and make it more challenging to attract and retain top talent and clients in the future. Longevity measures that help to reduce attrition and keep Associates save money and improve overall performance.
In light of the current hybrid working environment, developing meaningful connections can be more complex than usual, especially for remote working. Developing a strategy to build links, such as setting up virtual meetings and using collaborative tools like Zoom and Teams, can help compensate for the lack of inperson interaction. Encouraging Associates to meet in person at the office or in small groups outside of work can also strengthen this vital bond of trust.
At Signature, we believe in the power of teams and creating connections among colleagues that count. Relationships are essential for improving well-being, driving higher performance, and ensuring longevity. As we all experience the future of work and operate in a hybrid work setting, it's crucial to continue prioritizing these vital connections to benefit the individual Associates and the entire team.
Working from home has become the norm. While it has advantages, such as avoiding the daily commute, it can also be lonely and isolating. Being isolated causes all sorts of fundamental problems at work, from feeling awkward in social situations to letting your mindset run wild with soundtracks that are not true, helpful, or kind. One of the biggest challenges of working remotely is fostering strong connections with colleagues, especially with those we work closely with, such as our managers. The new normal is challenging, but it doesn't need to be. Here are 10 super easy ways to foster strong connections at work.
1
Lights, cameras, and action; that's right, video conferencing has become a popular tool for remote workers to communicate with their colleagues. Using video for meetings or even casual chats can make your interactions more personal and engaging.
PRO-TIP:
Make your workspace something you are proud to show off on camera.
2
Make time to connect with your manager. It's easy to feel disconnected when you only interact sporadically. Worse is when you only connect when things are broken. Schedule specific times to check in with your manager regularly so that you can stay up-to-date on projects, share feedback, and build rapport.
PRO-TIP:
Everyone is busy, but this connection at work is important enough to be insistent. Regular connections keep the negative soundtracks at bay.
3
Tracking your progress is an excellent way to build trust. When you're working on a project, keep your manager updated on your progress and the milestones you've reached. This also shows that you're invested in the project's and your team's success.
PRO-TIP:
Take the initiative to create a quarterly report card and report on your wins, learnings, and impact for the quarter.
4
Collaborating with your peers is a great way to get to know them better and build stronger relationships. Take advantage of any opportunities to team up with others on a project. It's exciting and energizing to work together toward a common goal.
PRO-TIP:
Use your CliftonStrengths to form high-performing partnerships. If you don't know your strengths, schedule a coaching session or attend a SignatureYou course.
5
Discussing your career goals and development path with your manager sets a foundation for a shared purpose. This can also build trust and provide you with opportunities for growth and advancement.
PRO-TIP: Ask your manager what other problems need to be solved and put yourself in a position to be a go-to person.
Explore technology to help you stay connected with others in your firm. Apps like Microsoft Teams or Signature's private Facebook group can be excellent for staying in touch and sharing big ideas.
PRO-TIP: Find the best time to connect with someone else. This shows your respect for them and their time.
7
Attend any team meetings your manager or others invite you to if your schedule allows. This shows you're invested in the team's success and committed to actively participating in group discussions. Show up and have your voice heard whenever possible.
PRO-TIP: Balance your communication between listening for understanding and asking powerful questions that add value to the meeting.
8
Show others you appreciate their efforts and are thankful for their support. This can be as simple as sending a thank-you email, a Pat on the Back, or a hand-written message after completing a successful project.
PRO-TIP:
Whenever possible, be specific about what impressed you the most, as this shows you really paid attention.
9
Respond promptly to your peers or manager's messages and emails, which is essential to building a solid relationship. This shows you're reliable and committed to working together toward a common goal.
PRO-TIP:
Always think twice before you respond to communications. Being fast isn't always best, so give yourself time to think things through, then respond.
10
Lastly, just be yourself! Authenticity and transparency are keys to building any relationship, including the one you have with your manager. Showing your personality and being genuine can help create a stronger connection and foster mutual respect.
PRO-TIP:
Know your strengths and how to discuss ideas about work you are passionate about.
In the heart of Jeffrey S. Raikes School of Computer Science and Management lies Design Studio, an immersive experience for students to navigate challenges alongside industry-leading experts. Signature Performance is pleased to partner with the Design Studio experience and collaborate in this unique ecosystem that has been instrumental in heightening Signature’s client satisfaction. Over the course of eighteen months, our Associates have partnered with students to innovate a solution to a critical problem in Signature’s line of work: Veterans in crisis.
“Design Studio community partners are generous with financial support and their willingness to share their talent, time, and expertise to provide an experiential learning opportunity for our students. Partners provide a real-world problem for the students to solve,” Cheryl Nelson, Director of Design Studio, said. “This experience is valuable to the students because they learn about the sponsoring organization, how to provide business value to them, and of opportunities to grow their professional network.”
As an industry partner for the 2021-22 and 202223 school years, Signature collaborated with teams of students to engineer a call-flagging, Artificial Intelligence service for suicide detection. Handling over 250,000 healthcare-related calls per month, Signature identified and prioritized the need to effectively serve callers expressing suicidal ideations. Committed to caller safety, the initial Design Studio team was tasked with developing a model to transition calls to preventative services. Ultimately, the project’s goal was to decrease response times, streamline transition time, and produce better health outcomes for callers in crisis.
“Our mission is to provide the absolute best service to our customers, so if any Veteran is showing any suicidal risk, we can connect them quickly and effectively to a crisis line,” Mason Younger, Solutions Architect, said. “Our involvement in Design Studio speaks volumes about Signature as an organization. I have never worked on such a noble project with the mission we defined that falls right in line with Signature’s vision.”
Melding experience with innovation, Todd Coughlin, Blake Eilers, Jaclyn Garic, Jessica Krambeck, Amanda Linse, Tony Liotta, Shasta Johnson, Kelly McIntosh, Evan Persson, Barbara Raftrey, Jossy Rogers, Chris Silver, Cassie Schnackel, Joel Thomas, Jay Turco, Don Udhus, Matthew Will, and Mason Younger combined their strengths to shape the future during the 2022-23 partnership. Signature is grateful for their contribution of time, mentorship, and collaboration to Design Studio students and projects.
“One of the unique offerings that Signature provides to students is company-wide support. All of our teams have been very engaged, and students could see and feel what it’s like to work in a good company culture,” Jossy Rogers, Project Manager III, said.
Building upon a strong foundation, this year’s team carried the project into the final production stages by adding sentiment analysis, Microsoft Teams messaging, and most importantly, scaling the infrastructure to work with a magnitude of concurrent calls. With a crisis notification pipeline in place, Experience Center representatives are now equipped to assist callers in crisis in a more efficient and appropriate manner.
“I have had a great opportunity to mentor these students and expose them to our core values,”
Mason said. “Students bring an incredible amount of technical expertise to us that keeps us at the forefront of technology without distracting us from our core business functions.”
Signature Associates united with students from multiple majors and diverse backgrounds to develop problem-solving techniques and best practices for Artificial Intelligence applications. The 2022-23 student team consisted of Caleb Burbach, Kellen Carney, Carl Olson, Matt Radlicz, and Colin Safford. As this project spanned two academic years, we would also like to recognize the 2021-22 team of Joey Carrigan, Charlie Floeder, Devin McGuire, Vishnu Menon, and Tom Walton.
“Working with Signature Performance in Design Studio was a life-altering opportunity that inspired me to do good in the world,” Tom Walton, a 2021-22 Design Studio Student, said. “Throughout the ninemonth process, I learned invaluable lessons about working on a collaborative team and what it takes to create new technology. At each step of development, we faced seemingly insurmountable challenges; however, the support we received from Signature pushed us beyond what we thought was possible.”
Signature’s partnership with Design Studio has enabled the employment of advanced analytics, business automation, and natural language detection strategy in Experience Center operations. Together, we forged a new frontier of possibility in terms of crisis response times, client satisfaction, and health outcomes. To this end, the team designed and built
a real-time call flagging system that employs a deep neural network to identify Veterans in crisis and alert representatives to such a crisis.
“You are bringing together computer science, business, and innovation. It is inspiring to see the work that comes out of it,” Jossy said. “The work the students did with Signature is groundbreaking and it was a fulfilling way to launch new technology while providing depth of knowledge to students.”
Signature is honored to work alongside creative, innovative, and forward-thinking individuals during Design Studio. In addition to solving complex problems, students develop cutting-edge technology and project management skills that accelerate their success in the workforce during the Design Studio programming and partnerships.
“Design Studio partners with Nebraska businesses and the Nebraska startup ecosystem. With these relationships, we foster visibility to our students of opportunities in the area to work for Nebraska businesses or start one of their own in Nebraska,” Cheryl said.
As we partnered with Design Studio for the second year, we would like to note it is the collective, strategic efforts of our students and Associates that empowered this project’s success. Signature continues to be inspired by the students joining the workforce with interdisciplinary skills and a drive to create business value, and we are eager to bring our next project to fruition in Design Studio.
department spotlight: A CONVERSATION WITH:
dawn wierzbicki
SVP OF BUSINESS DEVELOPMENT
Signature aims to be the foremost healthcare administrative services company in the industry. We will lead the transformation of driving these costs down - and by doing soimprove the quality, access, and cost of care.
The United States cannot sustain the rate that our national health expenditures are rising at. In 2020, the percent change in healthcare costs increased by 9.7%...and it is projected that healthcare costs could exceed $6.8 trillion dollars before 2030.
This is a problem that simply must be fixed. And we are determined to ignite such change. Every dollar we can lower in administrative costs is money that can be put back into what really makes a difference - healthcare, treatments, research…the actual care for patients.
This type of mission takes a village. A village of dedicated, inventive minds working collectively toward a common goal. Signature Performance is made up of over 1,100 subject matter experts who bring a wealth of
knowledge, expertise, and fire in their bellies to answer our uncommon calling.
The Business Development team is one of our many influential teams driving this charge. In a sit down with Senior Vice President of Business Development, Dawn Wierzbicki, we got to learn how the team is constantly aligning their work to be forefront in the industry, what new objectives they are working toward, and how each member of the team is a key piece to their collective lending hand to advance our mission.
WHAT WORDS COME TO MIND WHEN WE TALK ABOUT “BUSINESS DEVELOPMENT?”
Implementation…Creativity…Innovation… Solution…Analysis…just to name a few. The Business Development (BD) team contributes in many layers as we bring on new clients, maintain partnerships, and streamline workflow processes. BD Associates are agents for positive change. We are trusted to be
experts in finding innovative solutions for both Signature and our existing and/or prospective clients.
A relationship with a client extends for as long as many years. Over this time, we come to wear many hats. Not only are we looking for client satisfaction and delivering the excellence we promised, but we really become trusted advisors and advocates for our clients. Taking the intentional, honest steps to build trusting partnerships allows us to be a go-to person for our clients. Together, we then get to think of new strategies that help their businesses and strengthen our ability to offer continuous work.
Today’s Business Development team is the largest we’ve seen in company history. The various intentional functions of Business Development are all in support of our team helping Signature respond, bid, and secure new business possibilities, across various service lines. As a team of eight, we are breadth in talent and strengths, while still being able to closely collaborate with each other.
We work in close collaboration with Business Transformation, Innovation, Finance, and the Project Management Office - together, we develop solutions and compelling proposals for our clients. Ultimately, we are all working together to provide clients with a solution that is better than what they currently have. In turn, our solutions help clients take greater care of their patientsso patients can receive the quality care they deserve.
Rick Richardson, VP of Capture and Proposal Management, has worked tirelessly since joining Signature in 2021 to build a systematic proposal structure to help grow our business.
Justine Olsen, VP of Partner Engagement, and Stephanie Hughes, Assistant Manager BD Communications, work in collaboration to develop client communications and deliver stellar partner experiences. Justine closely works with various departments to support business growth for commercial and federal sectors. Stephanie is a key hand in opportunity vetting and updating the various milestones of each opportunity through Salesforce and organizes various pipelines and reports for analysis.
Mike Heideman, Business Development Administrator, has a vested interest in preparing a competitive intelligence process. This helps position us with the right clients and partners. We don’t simply look for new business - we look to do a job well done; we look for partnerships where we can make a true difference.
Nate Decker, Proposal Manager, is working to establish consistencies in our proposal submission process.At any given time, we may have well over a dozen active pursuits in the works. With a structured workflow in place, we can ensure our efforts to submit a proposal are methodical and complete.
Raven Hays, Content Writer, has done a tremendous job in building a structure to create repeatable content for proposal responses.
Andrew Hershey, Graphic Design and Production Specialist, has advanced the visual collateral that helps showcase meaning in what we do.
It is with great excitement to announce one of our newest business opportunities on the commercial side. We have secured a 5-year business deal with MD Anderson Cancer Center to offer expertise with Revenue Cycle Management support.
MD Anderson's vision is to be the premier cancer center in the world, based on the excellence of their people, their research-driven patient care, and science. As a globally recognized, leading cancer treatment and research center, and leading with a shared vision to transform healthcare in the United States, MD Anderson is an exceptional institution for Signature to be able to proudly serve with our premier services.
The Revenue Cycle team supporting this new client will provide third-party insurance recovery services, following up with insurance providers to ensure MD Anderson receives payment for covered services. As we know, there are tight margins in every health system - especially in commercial health, meaning every dollar counts. The impact we will be able to make by helping them recover payments will enable MD Anderson to continue their primary focus: patient care and "Making Cancer History."
This business opportunity is a phenomenal way to serve one of the biggest contributors in healthcare. We were able to highlight our past and present performance with our clients to secure this exciting future work. We'd like to call out a special thanks and "Kudos!" to the heavily involved team that made this new deal happen: Brandi Campbell, Penny Eilders, Christina Frye, Tiffany Garfield, Andrew Hershey, Lori Hoffart, Josh Klein, Vanessa McCormick, Melissa Miot, Justine Olsen, Michelle Swertzic, Chris Vairo, and Jesse Weisbrod.
We'd like to call out a special thanks and "Kudos!" to the heavily involved team that made this new deal happen:
Brandi Campbell, Penny Eilders, Christina Frye, Tiffany Garfield, Andrew Hershey, Lori Hoffart, Josh Klein, Vanessa McCormick, Melissa Miot, Justine Olsen, Michelle Swertzic, Chris Vairo, and Jesse Weisbrod.
We are exceptionally proud to celebrate Pride with our Associates and their loved ones. At Signature, we show up to make every day a Signature day. And to us, that means every partnership, every friendship, and every one of our Associates and family members are celebrated, valued, honored, and respected.
The annual Heartland Pride Parade and Festival is a special time for Signature Performance, and we are proud to be a Rainbow Sponsor of Omaha's Pride festivities. Showing our support and commitment to the LGBTQ+ community is important to us as we live out our core values of Passion, Integrity, Courage, and Respect.
This year, we flooded the streets of Downtown Omaha with over 100 Associates and their friends and family to celebrate our community and those who call it home. From colorful balloons and matching t-shirts to temporary tattoos, we were proud to showcase our Signature spirit and love for everyone.
Love every one, this year's theme, was designed to show support for each and every one on an individual level. Whether you are a member of the LGBTQ+ community, know someone who is, or just enjoy supporting those around you, we love you and what makes you unique. Loving everyone is not about pointing out our differences, but rather celebrating what makes each one of us special, unique, and one-of-a-kind.
If you are interested in learning more about Signature's passion for every one of our Associates or our commitment to diversity, inclusion, equity, and belonging, please reach out to a member of our Diversity Circle for more information or to learn more about how you can get involved.
Staying connected with our remote workforce is a high priority at Signature Performance. Did you know we currently have 19 Associates living and working in Ohio?
Let’s hear about what they’re up to and how they stay connected with their team members and the latest happenings at Signature while working remotely.
I enjoy living in Ohio because we get all four season changes here. I also love living close to the beach and being able to enjoy the water. Signature has such an amazing community of people working for them that staying in touch became very easy, even working remotely. I have instant access to my teammates or management within Microsoft Teams, ability to email questions or issues, and am always welcomed with fast responses or resolutions to any problems.
It is absolutely beautiful here in Cleveland, Ohio. We have lots of state fairs and free activities for the whole family. There are many ‘one tank trips’ to attractions nearby. We have really awesome restaurants, culture, history, and tons of educational opportunities. The Rock and Roll Hall of Fame and Science Center are some places that should be visited while thinking about taking a trip here. Since I have started working for Signature, I have had some challenges. But after working with managers and leads during training, I am very comfortable with the whole overall performance and business-like approach to getting the job done. The Veterans we serve are amazing, and I LOVE talking to them because they make my day better knowing I was able to help. Signature’s compassion for the work that we do is very rewarding in every way, shape, and form. I am so very excited to be working with such a great and powerful community of beautiful people.
Living in Ohio is interesting - from the weather to places to visit. I live about 45 minutes southwest of Cleveland, where the Guardians and the Browns play. I’m also near the Music Hall of Fame, with a view of Lake Erie. If you enjoy camping, hiking, canoeing, and rafting you can enjoy a wonderful day at the Mohican River and Park and to view The Landoll’s Mohican Castle. For myself and my family, we go to Hickory Lakes Campground which is approximately 45 minutes from Medina where you can enjoy relaxing time with fishing, swimming, and campfires. I’ve found that staying connected with Signature and other Associates is the easiest and most fun on our social media pages such as Facebook and Instagram.
whether it be taking the first live call with a veteran, navigating a personal health issue while pursuing a career, or going from client to associate, these are your stories. these are the stories that fill the hearts and minds of those who make signature, signature.
In the United States, healthcare can be complicated. Our healthcare revenue cycle process is complex, nuanced, and ever-changing. Understanding the ins and outs of the healthcare process is easier said than done, but we believe knowledge is power and the more you know, the bigger the impact you can make.
At Signature, we are passionate about bending the curve of healthcare administrative costs and transforming the industry. Without fully understanding the industry as a whole, making an impact can be challenging. We are uniquely positioned in between the four quadrants of healthcare: Payer, Providers, Commercial and Federal, and we are confident that we have an unmatched perspective. Improving communication between these groups helps reduce administrative costs and burdens and is what makes Signature a special force in the industry.
So, if we’re really going to change healthcare, we have to know healthcare. When trying to understand the healthcare industry, learning the steps of the revenue cycle process and the differences between payers and providers is a great place to start. That’s where we, at Signature Performance, can help.
Let’s start with deepening our understanding of the Revenue Cycle Process in healthcare. The Revenue Cycle involves many steps in which both Payers and Providers play a crucial role. As an example, the Revenue Cycle process could start with the scheduling of a routine
We are on a quest to transform healthcare administration from costly and burdensome to efficient and effective.
doctor’s appointment and end with the provider getting paid for the services they provided during said appointment. Let’s break it down a bit further.
STEP ONE: PREREGISTRATION
Patient schedules appointment with provider and provider collects insurance information to determine possible charges.
STEP TWO: REGISTRATION
Provider collects additional patient information during formal registration/actual appointment time such as co-payments, and if necessary, referral and or preauthorizations.
STEP THREE: CHARGE CAPTURE
Provider renders medical services provided into billable charges and creates the patient’s bill.
STEP FOUR: CLAIM SUBMISSION
Provider submits billable charges in the form of a claim to Payer establishments. Claims are then analyzed for errors and corrected accordingly. More errors means the claim is less likely to get paid by insurance in a timely manner.
STEP FIVE: REMITTANCE PROCESSING
Payments are applied and/or rejected based on remittance processing standards. In other words, insurance will cover some or all of the charges based on the patient’s plan coverage and will send the payment back to the provider.
Payments are collected from third party insurers. Providers then examine what’s been paid and what is still owed.
Provider determines the amount owed by the patient after insurance payouts, if any, and collects the payment. The Patient will then be charged the remaining balance in the form of a billable statement usually sent every 30 days until payment completion.
Seems simple, right? As you can see, there are many steps to the revenue cycle process which can create many opportunities for error if you don’t have a properly functioning system or adequately equipped team.
Our Signature team has almost twenty years of experience providing revenue cycle services to both Federal and Commercial clients. For example, we have provided revenue cycle services to Blair Hospital, McCamey Health Center, and Dimmit Hospital, just to name a few! We also provide Health Information Management Coding services to commercial clients such as Ohio State, Northwestern Memorial Health, and Kern Medical Center. To further understand where and how Signature impacts this system, let’s dive deeper into the difference between Payers and Providers.
In layman's terms, a Payer is who pays for medical services, think insurance. In a more official capacity, a Payer can be considered as a person, organization, or entity that sets service rates, collects payments, processes claims, and/or pays for the care services administered by a healthcare Provider.
A Payer’s main responsibility is to ensure that Providers get paid for the services and care they administer to
you and your family. Without a healthy and successful Payer system, Providers are limited in the quality and timeliness of care they can provide due to funding and processing issues. More on that later.
However, Payers do more than pay Providers for their services. They also set pricing standards, communicate with third-party administrators, and process claims, which are all important steps in the revenue cycle process. We need strong, healthy Payers to help keep our healthcare system moving forward in an efficient manner.
Not exactly. Healthcare Providers are defined as any person or organization that offers healthcare services usually in the form of outpatient medical services or procedures. So think beyond your primary care doctor and think about your dentist, your dermatologist, or the clinic you visited to run a routine blood test. After care is administered, Providers then charge the patient and/or their insurance, for the services they received so they can be paid for their work.
You may be saying, “Duh, of course that’s how it works.” And you’d be right, it should be that simple. But who communicates between the Payers and Providers? Who determines the cost of care? Who intervenes if Providers don’t get paid, or if they provide low-quality care?
Que Signature Performance and our team of industry experts. With each branch of our healthcare system providing pivotal services it is important that they have seamless communication and structures in place to ensure patients receive high-quality and affordable care. We focus on streamlining administrative processes so Payers can focus on increasing efficiencies and Providers can focus on providing care.
Did you know that over 40% of healthcare spending is used to pay for administrative functions? This could include paperwork, billing, scheduling, and other administrative tasks. Now, obviously we need these processes and procedures to have a functioning healthcare system, but what we want to avoid is our Providers spending their time on paperwork rather than providing care.
40%
According to the American Medical Association, Providers are spending more time than ever on administrative tasks. In fact, over one third of Providers surveyed admitted to spending more than 20 hours per week on administrative related functions.
What people don’t often realize is that these same Providers are actually NOT spending less time treating patients but are working extra hours, missing meals and/or sleep, skipping routine steps, and experiencing unprecedented levels of burnout and mental health issues.
As we all know, there are only so many hours in the day and now that Providers are being pushed to add an extra 20 hours to their work week to handle administrative requirements, there are flaws in our healthcare system. Unfortunately, these system failures affect more than just Payers and Providers. Not only do these extra administrative burdens cause physician burnout and revenue cycle delays, but they also put patients at risk for receiving lower-quality, less-specialized care.
So back to our first question, how does this all work and where does Signature impact this process? The answer is everywhere! Without Payers, Providers wouldn’t have set pricing structures, would have to spend even MORE time working on administrative tasks, and might not get paid for their work. Without Providers, Payers would simply cease to exist…with no care being administered, there would be no claims to process or bills to pay.
And most importantly, without these two segments of the healthcare system, the people who need care most might not have access or be able to afford it.
Having a passion for improving our healthcare system is what makes Signature an excellent partner to both Payers and Providers. We understand that in order for our healthcare system to be healthy, we need to make sure all parts are working together in an efficient and synchronized way. What makes Signature unique is that we understand the needs of both Payers and Providers. Our unmatched experience allows our team to craft custom revenue cycle solutions by combining our people, processes, and technology systems. We are passionate about lowering administrative costs and burdens and are dedicated to bending the financial curve in healthcare.
To read more about our dedication to transforming the healthcare industry, check out our blog, The Link, to dive deeper into our current work, future work, and passion for healthcare. Associates, if you’re interested in learning more about the industry, check out our Certified Revenue Cycle Representative training in SignatureYOU.
Special shoutout to Provider Experience Lead, Mattie Gleghorn! Mattie received a call from Provider Experience Representative, Chequila Ross. The representative was asking a claim question and Mattie broke down “the why” and location of where to find the answer. After this, Chequila told Mattie, “Every time I get to talk to you, you help me do my job better. Every time we talk, It’s a peachy conversation. You open my eyes to new things and this is going to help me so much. Mattie you are truly a gem. You are confident in your job and do it well. You are showing us how to be better and that is what we need. Thank you for being on the lead line.” Great work, Mattie!
Let’s give a round of applause to CHAMPVA Provider Experience Representative, Usman Hassan! A caller wanted to express how exceptional it was to speak with Usman. “He was very polite, attentive, and helped me with every situation needed.” Cheers, Usman!
Kudos to C4 Provider Experience Representative, Shea Strieter! A Veteran’s daughter called to thank Shea for her extraordinary work. “I have been dealing with a billing issue for over a year now and Shea went above and beyond. She was exceptional and was willing to look into everything. Please keep up that great customer service. I appreciate all the concern and care for our Veterans!” Way to represent Signature, Shea!
Cheers to CHAMPVA Provider Experience Representative, Kimberly Eboreime for making our clients feel comfortable asking the tough questions! “The energy, pace, and tone made it so easy to open up and ask questions. I never felt rushed or judged by Kim and want you to know that you have someone special on your team. She was able to simplify terms clearly and in ways I will be able to remember. I want Kim to know she makes a big difference, and in turn, I would like to thank her for her service.” Great work, Kim!
Special shoutout to C4 Provider Experience Representative, Greg Brooks! A recent caller stated that Greg was very professional throughout the entire claims process, and he was simply amazing. She went on to say that Greg provided her the best customer service experience she has ever had. Thank you, Greg, for giving our Veterans such outstanding service!
Cheers to C4 Bilingual Provider Experience Representative, Desiree Aguilar! “Desiree helped me so much. I explained what my issues were, and she addressed them so fast! She took charge and even did a 3-way call to different departments to take care of my husband’s bills. Her attitude was amazing, she was professional, and had excellent customer service. I felt she went above and beyond and wanted to make sure everyone knew how awesome Desiree was!” Thank you for living out The Signature Way, Desiree!
Congratulations to the entire Signature Team for officially becoming accredited by the Better Business Bureau! With this accredidation, Signature can continue to build a strong, trusted reputation in our community.
Katie Jackson
Lisa Medeiro
Lynn Steinhauser
Chris Vairo
Steph Shepard
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