Signature Moments - 2023

a

letter from allen fredrickson

founder and chief executive officer

Welcome to the 20th year of Signature Performance! Nineteen years ago, a small group of us set out to be a difference maker in healthcare, and while a lot has changed since January 2004, I’m thrilled to say we are on the same steadfast mission today. And I’m also convinced that as much of an impact as we have made already, we are just getting started on the bigger impact we will make in the future.

One of the questions I get often is, what is the significance behind the name Signature Performance? Or how did the firm get its name? It’s really about the two words individually, their important

meaning, and how, when these words come together, it is an uncommon commitment to how we will transform healthcare.

Signatures are personal and uniquely yours, almost like a fingerprint. In business, a signature has been used and is still used to show that you personally stand behind your work and are proud of what you contributed. In business, Henry Ford famously signed his first cars off the assembly line, and that mark eventually became Ford’s logo. The team that developed the first Macintosh computer in 1982 signed a large piece of paper during the small

launch party. And it meant so much to Apple’s Founder and CEO, Steve Jobs, that he decided to engrave the signatures into the plastic case of every Mac that went into homes and changed the computer industry forever.

The work we do every day is so important to our clients, partners, and ultimately the healthcare industry as a whole that we need to answer the question every day: Are you proud to place your signature on your work? It’s a question that is part of our legacy statement. And it’s such an important part of our commitment to each other that it needs to be part of our name so

that everyone, from the moment they hear that, knows that our contribution to the healthcare industry is personal and important to us.

High performance is the outcome of what happens when we use our collective strengths toward a critical mission bigger than what we could accomplish by ourselves. I’ve often said, Signature will get as big as we deserve. And what I mean by that is our performance will drive what’s next for the organization. If we deliver what we say we will deliver and more, the sky’s the limit for this team. Are you committed to performing at the highest levels?

Signature Performance. When these two powerful words come together, it’s our personal mission that we want to bring out our best selves and one of the outcomes is rising to the highest levels of performance for each other, our clients, partners, and most of all, the healthcare industry.

Let’s make this year our best year yet! The opportunities and stakes have never been higher. And I’m more inspired than ever that we are on the right trajectory to make a marked difference in the healthcare industry.

Proud to sign my signature and performance next to yours,

Allen Fredrickson Founder & Chief Executive Officer

Word on the Street

Here at Signature Performance, we want you to love every day! To us, this means building community, finding passion in our work, and growing personally and professionally.

How do you make every day a Signature day?

Kris Shupe | Claims Processor

For me, loving every day is knowing that I am helping our Veterans and their families. I make every day a Signature day because since moving to San Diego there are a lot of Veterans and current members of the Armed Forces. I always thank them for their service whenever I see a veteran or current member of the Armed Services. My partner was in the Air Force for 15 years and I always remind him that I am so proud of him for serving.

kim

brown | production support lead

Being a part of Signature Performance has taught me to stay positive and to challenge myself. I challenge myself to continue to learn and grow so I can provide adequate solutions for our Veterans so that they can continue to receive quality care from their providers. I make every day a Signature Day by being understanding and inclusive. Over the years, with being a part of Signature Performance, I have learned to be more assertive and pay attention to detail. With the passion and knowledge I have, I am eager to lead others and show them the Signature Way!

Clay

Lankford | IT Systems/Desktop Support

I strive to make every day a Signature Day by assisting people to the best of my ability. I learn and grow every day to improve my skills. I keep myself accountable by always helping those around me: clients, my team, and other fellow colleagues - that is my passion. Being surrounded by coworkers who share the same initiative improves our whole team’s professional growth exponentially.

Stephens | Director of Corporate Compliance

A Signature day is a day in which I can help someone. This may include researching an issue, “lending an ear” to a colleague, sharing a laugh or my expertise and knowledge to solve a problem. A Signature day is one in which I can make the life of someone else better. Being part of something that is bigger than myself, but allows me to exhibit my passion for people, for life, for the community, is a Signature day. I have been part of the Signature family for 3 months; the community here is composed of such a diverse and skilled group of individuals and as such, I continuously grow both personally and professionally. I commit myself every day to a vision that is far reaching and all encompassing, a vision that is purposeful to not only me but to others, a vision that is Signature. This is a Signature Day.

Turner

Wynn | Quality Assurance Specialist

Every day is a Signature day working with my amazing QA team. Everyone helps each other be the best they can be and respects one another. Our leaders are always there to push us, advise us, and make sure our opinion is heard. I couldn’t ask for a better group of people to work alongside, to further grow myself within the company and as a person. I know whatever comes our way, we have each other’s backs.

Potts-Doucette | Medical Coder

As a new member of the Signature Performance family, I am excited to be joining a company that cares not only about their clients but their Associates as well. I genuinely look forward to being part of the change, to lower the overall costs that burden the healthcare system. Signature is allowing me to not only better my life but the life of my family, and I look forward to learning as much as I can so that I can better the lives of those around me. That is something I can put my signature on.

Win Evans | Database Administrator

Signature is more than a job, more than a company. It is a set of values. I start each day, weather permitting, with a walk. Here I reflect on my day ahead, my loved ones, and what is important to me. This is when my values and Signature values are applied in my life. This gives me what I need to meet the days’ challenges in a way I am proud of.

Marie

Sandra

achieving your goals by creating systems

We all know that setting goals can be a great motivational tool. They can help build a sense of focus and increase momentum. And tracking progress on goals can uncover hidden strengths in your work and life.

But simply setting a goal doesn’t guarantee success.

There are many factors that go into the success of goals, including the types of goals set, the obstacles you may need to overcome to achieve those goals, and the environment you create to make progress on that goal.

One way we can get closer to our desired outcomes is by creating systems related to our goals.

A goal is a result you want to achieve in the future. A system is a process you do regularly that leads to results.

Systems provide you with specific steps and small, consistent wins. Successful systems increase your motivation as you move closer to reaching your goals. Goals alone are unlikely to be met. It’s the systems or habits you create that will help you reach the goal.

As James Clear, Author of Atomic Habits, said, “We don’t rise to the level of our goals, we fall to the level of our systems. Winners and losers have the same goals. Winners have a better system.”

Systems, habits, or routines that get you closer to your goals by even just 1 percent each day will have

a significant result when put together. We see that in many ways throughout Signature.

Signature Performance is Full of Systems

Our goal at Signature Performance is to transform healthcare and lower administrative costs and burdens.

“I am calling all of us to live out what we are calling our 2025 Vision,” said Founder and Chief Executive Officer, Allen Fredrickson in a recent issue of Moments. “To continue to bend the curve of rising healthcare administrative costs. To become the foremost healthcare administrative services company in the industry. To lead the transformation of driving these costs down, while at the same time generating greater value, efficiency, and performance improvements. By doing so, we will be improving the quality, access, and cost of healthcare.”

This is an excellent goal, but identifying what we want to achieve was only the first step. Each day, Signature Associates follow systems that help us regularly work toward our bigger goal. Each notification, each project, each handled claim are opportunities for small, consistent wins that lead us closer to our larger goal of reducing administrative costs and burdens.

“No one else in the industry is solely focused on solving these administrative challenges,” Fredrickson said. “But beyond that, the place we find ourselves in is unlike anything we have experienced. Our capabilities, award-winning solutions, and one-of-a-kind collection of subject matter experts as well as our collective talents, commitment, determination, and laser focus make it possible for Signature to positively transform healthcare.”

It’s our daily actions; our systems; that bring us closer to our goals. At Signature, Associates put their unique Strengths to work each day to contribute in significant ways to the healthcare industry.

“What can you do today that would help us all flourish today, next week, next month, and a year from now?” Fredrickson said. “Meaningful work doesn’t happen overnight, and it certainly isn’t by accident. The work we do today affects what the Signature of tomorrow looks and feels like.”

The discipline of making small, yet consistent, changes over time could lead to big-time results. But starting small does not mean thinking small.

It was no small thought when a Signature Associate discovered a way to use hotkeys in a program, saving five seconds per call, which adds up to more than 85,000 minutes per year.

It was no small thought when Signature Associates created an automated claims processing system: ClaimsXM. This system has continuously surpassed VA’s implementation metrics for auto-adjudication rates. Signature surpassed VA’s 2-year metric goal of 90% auto adjudication rates in just the first 12 months of activation.

And it’s no small thought that Signature created an entire team of recruiters, our Talent Acquisition team, to identify and hire the best talent in the healthcare industry.

Systems like these are exactly how Signature Performance is getting closer to its goal of healthcare industry transformation.

“I envision a time when, because of Signature Performance, healthcare administration costs and burdens will be at a healthy level in the United States,” Fredrickson said.

“I see the quality of care improving, providers being inspired to do their best work, young people flocking to the industry as a meaningful way to use their talents, and easy access for people who need care. And the healthcare system would become a world-class experience in the United States.”

System success stories

Using 1-on-1 Meetings to Consistently Discuss Professional Goals

Signature Associates regularly meet with their supervisors in 1-on-1 meetings. This system is a way for Associates to have consistent, meaningful conversations with their supervisor to get support in a variety of ways.

“When it comes to 1-on-1s, it’s time for the Associate,” said Operations Manager, Steven Walls. “Anything is on the table. Anything they want

support on, not just in business but in life too.”

It’s important as a leader to understand how to best support each individual Associate in 1-on-1 time. Some Associates like to use time with their supervisor to talk about performance metrics or progress on projects. Other Associates prefer to safely speak about personal updates.

“It’s for you. Some people think 1-on-1 time is to get constructive criticism. But it’s for you to control, not your manager,” Walls said.

Walls shared stories of two Associates who used their 1-on-1 time to reach their goals. One was having a tough time after ramp-up and asked for support to have a better chance at QA incentives. The other Associate had a goal to apply for a different role in the organization and needed Walls to offer side projects and skill development opportunities to get there.

“I’m a firm believer in getting the work done through people,” Walls said. “If you pour into great people, they’re going to produce great work.”

Even our best leaders need support from their supervisors, and 1-on-1 time is a great way to get that support.

“I let my supervisor, Kevin Slater know that I appreciate his support at all times,” Walls said. “In our 1-on-1 time, we talk about things I need help with. The numbers show that I do a great job, but I still have questions. We all do. We’re in an everchanging environment.”

Finding Ongoing Well-Being With the ALOHA Program

Goals often revolve around health and well-being. That’s why we created the ALOHA program as a system to help Associates routinely practice strategies and make forward progress toward their health and well-being goals.

The ALOHA framework of well-being is designed to cultivate and maintain the necessary mindset, motivation, and method, which enables one to build and broaden a sense of overall well-being, resiliency, and happiness. Each day for 40 days, learners engage with a short video or learning opportunity with Signature’s Chief Experience Officer, Mark Mathia. More than 200 Associates have participated in this program to work toward their well-being goals, including Andrea Carpenter.

“Because of the ALOHA program, I have learned that it’s ok to focus on my wellbeing,” said CAEC Customer Representative Lead, Andrea Carpenter.

“I’ve met a few of my well-being goals, including working through my relationships with my dad and getting back to church and finding spiritual connections and friendships. The adventure week also inspired me to buy a blow up paddle board and join a Facebook group for other women in my area who paddle board.”

Carpenter is one of several Associates who found so much success with the consistent, daily progress on their well-being goals that she repeated the program. In fact, Carpenter has gone through the ALOHA program all four times it has been offered.

“Every time, I take away something different and a little bit more,” she said. “I get up every day and do it first thing in the morning. I like to get in there and get my comments in there for the discussion boards, so other people know it’s ok to post. When my mind is fresh, I learn the best.”

Striding Toward Leadership Goals with Emerging Leaders

The vision of the Emerging Leaders leadership lab is to elevate individual, team, and organizational success by inspiring a high standard of leadership. The Emerging Leaders program allows Associates with all levels experience to build connections, increase their knowledge of the healthcare industry, and deepen their understanding of our mission, vision, and values. The curriculum is based on our eight tenets, we call the Signature Way.

The nine-month Emerging Leaders program has many systems built into it, including weekly learning sessions, weekly coffee chats, 1-on-1 mentorship, and ongoing connections with allies and cohorts.

“The weekly meetings helped me connect with others and with myself,” said Financial Systems Accountant, Lindsay Lee. “I learned a lot about myself and about different departments that I knew nothing about.”

Lee set three goals during the program; get out of her comfort zone, be more confident, and build better relationships.

“I met all my goals, and I will continue working on them forever,” Lee said. “To get out of my comfort zone, I worked with my mentor and tried to talk more in front of others and do things I don’t normally do. To become more confident, I practiced making decisions without second-guessing myself. My mentor taught me to know the why behind my decisions. And to build better relationships, I think my verbal and written communication skills improved because of the homework assignments and coffee chats.”

Lee found so much success with the Emerging Leaders systems that she has decided to continue setting similar routines to achieve her goals beyond the program.

“I still meet with my mentor once per month,” Lee said. “I also read a lot of professional development books during Emerging Leaders and I want to continue to read 1-3 chapters per week. And I’ll continue to build better relationships, like having lunch with my teammates.”

One of the most significant systems Lee follows because of Emerging Leaders has to do with her mindset.

“A habit I created after Emerging Leaders is that I never talk bad about myself to myself,” Lee said. “I will never say ‘I can’t.’ I say ‘I’ll try’ or ‘I can learn that.’ Because life is hard and I don’t need to tear myself down. I try to pep myself up.”

how to use systems to accomplish your goals

Understand your current state vs. your desired state. How would this look in an ideal world?

Understand the whys. Why does the gap between your current state and desired state exist? Why do you want to close that gap?

Establish a goal. Be specific about what the end result could look like when you accomplish your goal.

Create a system to regularly get closer to achieving your goal.

What are the actionable steps you can take daily, weekly, monthly, etc. to work toward your desired state?

one of my biggest goals is to write the next blockbuster film. My system is to try and write every single day, even if it is just a little, i know i’ll be one step closer.

Provider Experience Representative Stacey Kimes

I am working towards learning Spanish, so I bought a year’s subscription to a learning app and I have a reminder set on my phone to spend at least 20 minutes learning every day.

Production Support Lead Pam Battiato

My goal is to find a hobby I love. To achieve my goal, I will spend 30 minutes a day committing to different hobbies until I find one that fits effortlessly into my routine.

Provider Experience Representative Varina Anderson

Business Etiquette

One of the quickest ways you establish trust and rapport in a working relationship is by how you communicate. Digital communication through email and instant messaging has become one of the biggest ways to communicate in our hybrid workforce. Make sure you know the top ten tips to communicate like a pro!

1.

Respond Promptly (AKA within 24 Hours)

You should always try to respond to a message as soon as possible out of respect for the sender. You don’t have to reply right away, especially if you don’t have all the answers for a proper response, but make it a goal to respond within 24 hours. Bonus Tip: Don’t respond just to respond (Make sure your reply has substance or the confirmation the recipient is looking for!)

2. Learn How to BLUF (Bottom Line Up Front)

Emails aren’t for suspenseful reading. Get your point across within the first two sentences of an email by calling out the reason for the message and the recipient’s call to action.

3. Make Your Subject Line Worth-While

The quickest way to have an unanswered email is not sending a subject line (or using a crummy one). Your subject line should express one of the “Four U’s”unique, ultra-specific, urgent, or useful.

4. Never Go Without Greetings

Greeting your email recipient is a must. It’s professional, polite, and it’s easy! Take note of someone’s salutation or position to ensure you greet someone properly. Whether it’s an initial email - “Good afternoon, Josh!” - or a reply - “Thanks for following up, Josh.” - it assures the recipient you are having an effective email conversation.

5. Clarity is Key

Make sure whatever you send via email will be easily understood by the recipient. This means refraining from using slang, abbreviations, acronyms only certain business lines or persons are familiar with, or not giving full context on a subject. Bonus Tip: Always double check you actually attached the file you said you’ve attached!

Ten tips to Keep Your Email Communications Professional

6. Use a Proper Signature Block

Whenever you send an email (internally or externally), use a signature block to make your message extracredible. Bonus: Signature Performance has a specific template all Associates should use for all email communications. Not only does our template keep you on brand, it also discloses important compliance and safety notices!

7. Keep Your Inbox Safe

Email Phishing attempts have become one of the most common ways cyber criminals try to obtain sensitive information. Keep yourself abreast of common things to look for to ensure an email is safe for your viewing. Illegitimate links, spoofed senders, and glaring typos are a few key things to look for. If you suspect a phishing attempt has landed in your inbox, flag it with your email system’s “Report Message: Phishing” tool.

8. Automatic Out of Office Replies

Don’t leave anyone guessing on when you’re going to get back to them. If you are out of the office - even for half a day - turn your automated Out of Office (OOO) replies on. An OOO reply needs to include the time/ date range you are out, when you are returning, the name of someone to reach in your absence, and their contact information.

9. Don’t Be the “Reply All” Person ALL the Time

Only “Reply All” when absolutely everyone on the recipient list needs to see your answer. Using “Reply All” is helpful when having a productive chain of conversation about a project. However, simply use a direct reply when your message does not affect the entire chain of people to keep inboxes clutter-free.

10. Last Step of Crafting an Email: Add Your Recipient

It may feel natural to compose a new message and the first step is to add in your recipient(s). We challenge you to actually do this step last. If you add the recipient(s) last, you forgo the possibility of pressing send before you’re done writing your message, before you’re done checking for grammar/spelling errors, sending to the wrong person, or perhaps not including everyone on the distribution list that needs to be included.

A SIGNATURE PERFORMANCE PRODUCTION

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 Edge RECENTLY celebrated ITS one-year anniversary and haS over twenty-five episodes DESIGNED TO connect you with Signature’s people, culture, and mission!

Scan or find The Signature Edge anywhere podcasts can be found.

Living ALOHA

setting intentions at signature and in life

by mark mathia | chief experience officer

Can people like us ever have it all? By people like us, I mean highperforming leaders who love their work and yet, want to flourish in life. Let me tell you, it is possible.

I think top-performing Associates understand that work matters. Uncovering a pathway to wellbeing for high performers came at the right time as we fully recover from the impacts the pandemic had on our work and personal lives. The Spirit of Aloha, coupled with a common-sense method, frees our hearts to soar.

One thing that is certain is that most top performers love their work. I love my job and its impact on those I work with. I know my place on the planet, but I still have to push my potential to the limits. I don't often settle for average, and I'm guessing if you have read this far, you don't either.

The ALOHA attitude of the islands inspired me. I wanted to use this concept to connect myself and others to the emotional breakthroughs I was having. My visit to Oahu, the third largest of the Hawaiian Islands, was memorable. From the Dole Pineapple Plantation to a breathtaking sunset at Waikiki

beach. If only I could put it in a bottle and take it home with me.

I found a much-needed connection to my overall well-being in this setting. You see, along with a busy schedule, I was walking with my dad through the final year of his life. When I was with my dad, I was stressed about work. When at work, all I could think about was my dad. Have you ever found yourself in a position like this? ALOHA was the key to the secret chamber of a new way of looking at work and life.

‘Aloha’ translated combines two great words, Alo, meaning presence, and Ha meaning breath. These two words offer a powerful reminder of the 'breath of life. While I don't claim to be an expert in Hawaiian culture, I am a raving fan. I respect the wonderful people's deep and meaningful traditions and language.

Unfortunately, well-being isn't a task you can do once and consider finished. It's essential to assess continually, measure, and modify your habits and thinking.

The ALOHA framework helps to address five areas necessary for overall well-being. It was

built from years of practical application and the best teachings of the strongest minds in positive psychology. I was on a mission to find a framework that meets the demands of high-performers. To achieve this goal, ALOHA became a powerful symbol and a way of offering something better.

The five elements of the ALOHA framework cultivates and helps us maintain a healthy well-being, resiliency, and happiness state.

Achievement

Doing hard things with success, typically by motivation, talent, and courage.

Legacy

Living your larger purpose to make a difference.

Others

Cultivate relationships and build community.

Health

Caring for the whole person: body, mind, and spirit.

Adventure

Activating unusual or exciting opportunities that exist only outside of your comfort zone.

“Every wave says aloha as it kisses the beach... and the beach says aloha to every wave as it returns to the sea.”

Bodhi Smith

Does Wellbeing Matter at Work?

A friend says, "Healthy people make healthy leaders." I agree. So, regarding the science and practice of wellbeing, it's a subject I take seriously.

Today people feel overwhelmed by constant change and the pressure to make up for what was lost during the pandemic. Buzz words are burnout, quiet-quitting, and great resignation. It's just one reason why wellbeing remains top of mind for employers who wish to thrive through uncertainty.

According to the 2022 Workforce Trend Report Series commission by Gallagher, there is a steady uptick in companies agreeing that to sustain a healthy work culture, a well-being strategy must be in place. There has been a 6-point increase in organizational wellbeing efforts in recent postpandemic years. It's no accident as companies try to attract and retain great talent. Well-being models are on the rise, yet few address the top achievers like ALOHA.

The truth remains relatively simple. Although we see an uptick in organizational wellbeing efforts, it's a matter of personal conviction. Wellbeing is an organizational issue but do not wait for our organizations to take care of us.

To thrive at work and in life, we must take personal accountability. We are the most important people in our careers, and we are our best bosses. Gone are the days when we sit back and wait for the correct answer to our problems to be given to us by someone else.

While the best employers will catch up, the best leaders will already employ a well-being model and invest in themselves.

In the Spirit of ALOHA, I invite you to take the Focused Intention Challenge! Why not take the first steps towards having it all by reflecting on 2022 and setting a clear, focused intention for 2023.

Now is the perfect time for us all to reflect and decide what we want to achieve in the year ahead. You see, like a slingshot, we must reflect on the past to propel ourselves toward our goals.

To clarify your intention, begin with these questions:

What worked well in 2022? What could have worked better in 2022?

Then narrow it down by asking:

Last year, what were my favorite things I said "yes" to? Last year, what were the things I said "no" to with confidence?

Finally, reflect on these questions:

In 2022, when did I feel most like myself? What do I want people to remember about me in 2023?

Reflecting on last year's journey and then focusing on next year's achievements is a healthy habit to add to our goal-setting process. Whether we choose a single word or an entire statement, we increase the likelihood of living that intention successfully.

Lynn Steinhauser, Product Architect

Intention for 2023: Zeal

While working on the STARS project for the last 18 months, I felt like it was some of the very best work I had ever been apart of; just 30 days into working with the eOHI program, I feel like this might compete with that STARS pride.

Thinking back to Spring 2018 and what I thought the adventure that was to come as I joined Signature Performance, I had no idea the many ways extraordinary people could rise to a challenge, meet the unknown with eagerness and energy and be part of exceptionally strong and productive teams who create forward-thinking solutions. Conceptualizing and actualizing a product to meet and exceed our customers' expectations is a challenge suited for my strengths.

THE Business Transformation TEAM

Business Transformation is a segment of our Information Technology Office. Business Transformation is inclusive of the Project Managers, Business Architects, Software Quality Assurance Teams, and Business Analysts.

In September 2022, Signature announced a new and all-encompassing “Information Technology Office” (ITO) to oversee technology and project management functions throughout the firm. The ITO consists of Business Transformation (which we are doing a deep dive over the next couple of pages!), Information Technology, Informatics, and Information Security.

Business Transformation, by definition, centers around the implementation and management of changes that modify or introduce new business processes and experiences, which fits within the scope of our Project Management Office as they strive to support change management across Signature. We’ve designed a defined separation of Project Management and Information Technology teams within the ITO to help us paint a better picture of how we have two distinct offices in the ITO organization.

Business Transformation at Signature includes: Project Managers, Business Architects, SQA Teams, and Business Analysts.

Our Project Managers work with our internal and

external stakeholders to organize, plan, and execute Signature initiatives to ensure work is completed on time, on budget, and within scope.

Our Business Architects work with our internal and external stakeholders to interpret and contextualize strategies for designing and deploying IT solutions to meet business needs.

Our Business Analysts work with our internal and external stakeholders to elicit, interpret, and document requirements to create and improve our technology offerings. They analyze business needs against technical capabilities to recommend solutions for increased value and efficiency.

Our Software Quality Assurance team tests and validates our technology solutions from end-to-end to prevent issues, identify defects, and increase value to ensure we deliver high quality.

We sat down with our Vice President of Business Transformation, Shasta Johnson, to learn a bit more about the department and how they make an impact at Signature.

Shasta Johnson VP OF BUSINESS TRANSFORMATION

Q: Tell us about yourself!

In March 2020, I joined Signature as the Director of PMO. I first encountered Signature several years ago when I met Josh Klein while working on a VA project for Veteran Claims. Since then, I had an established rapport with him and a few years later, I eventually met Karen Hudgins on a different VA Project. Ultimately my relationship with Karen led to the conversation and opportunity to come to Signature to really establish and grow a Project Management Office with the firm.

Q: How does the Business Transformation team help Signature progress at our mission?

As a team, we are responsible for making transformations happen. The team works together with our internal partners to develop technological capabilities that deliver exceptional service to our clients. Our clients can be Signature’s external clients and partners; and oftentimes, we also serve our internal departments! It’s rewarding to offer solutions that help our peers and also impact healthcare administration. To be successful, we stay current with industry trends and new technology. We are people who need to see the big picture, while staying sharp on every detail of the projects we execute. We have to be courageous…if we fail, we have to fail fast and know how to pivot to be a positive change ambassador. Our strides and efforts are a key player in helping Signature improve the health of our clients’ business and make the lives of the people we work with better.

Q: What are some hot trends the Business Transformation team is curious about?

Automation - it’s definitely a buzzword right now!! Artificial Intelligence (AI), digital transformation…all of these concepts are coming to fruition in terms of business process improvements. It will be interesting to see how we can anchor to these emerging

technologies to support internal and external efforts. These technologies could really make an impact in doing quality work – doing it well and doing it fast. Technology capabilities are changing in a way that allows the entire industry to grow, and we are very excited about that.

Another thing we’re really curious about is Big Data. For years, people have been collecting data. Now that we have all this data - we need to begin learning how to use the data to gain important insights, pinpoint critical pain points, and offer solutions to resolve burdens. This is something we are looking forward to because we know we have knowledge and information that can significantly help our clients.

Q: Looking at 2023, what project are you most excited for?

We are really looking at the PMO infrastructure. We’ve realized we want to work towards going for the CMMI Certification: Capability and Maturity Model Index. The CMMI helps organizations streamline process improvement and encourage behaviors that decrease risks in software, product, and service development. This is a well-respected, global certification where we must first internally assess ourselves, then an external entity will assess our assessment to see how we can continuously provide services. As a firm, we need to have established a level of readiness to maintain our critical functions in the case of disruption. Obtaining a CMMI Certification is also going to help us illustrate our capabilities and capacities in a more competitive way to prospective clients and partners. While this is more of a behindthe-scenes project, it is going to help us stay aligned with departmental and organizational goals. business

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healthcare legislation

As a company that serves the healthcare industry, legislation at all levels of the government can play a big role in the work we do every day. One piece of legislation in particular is the Access to Care and Treatment Act of 2020. This set of bills intended to help prevent Veteran Suicides. One of these bills, which went into effect in January, allows Signature Performance to expand its services to properly identify Veterans experiencing Acute Suicidal Crisis.

If a Signature Associate is notified of a Veteran who experienced an Acute Suicidal Crisis, that Associate now has further action to take to ensure the VA is aware of that Veteran and is able to provide timely care.

“This is another way that we’re able to help our Veterans even further,” said Rachael Lewis, Sr. CAEC Customer Representative Lead. “Veteran suicide is something that’s not talked about as much as it should be and it’s amazing that Signature Performance is helping address this issue.”

This new procedure also allows our Associates to notify the VA of any not-enrolled Veterans who are experiencing Acute Suicidal Crisis and begin processing the payment through the VA for this care. If the Veteran meets certain criteria, the VA will provide funding for costs associated with the Acute Suicidal Crisis.

“Not only does this mean that care is provided, but the VA also gets involved for the follow-up care which is highly important,” said Todd Carroll, Senior Operations Manager.

Signature Associates must be vigilant in ensuring they are correctly identifying COMPACTeligible notifications and completing them correctly. Carroll said the VA wasn’t sure how many notifications might come in as part of this new bill, but it seems to be more than they initially thought.

“We’re trying to get ahead and correctly identify and complete these notifications to make sure we’re in accordance with the COMPACT Act,” said Lewis.

Signature Collaborates with the Veteran Crisis Line

Additionally, Signature is now working with the Veteran Crisis Line to document any Veterans who use the Veteran Crisis Line and may now or in the future be eligible to receive benefits under the COMPACT Act.

“The VA has identified this group of people as potential COMPACT eligible notifications,” Carroll said. “Somebody calls the VCL and gets the help they need and we go in and make sure the notification is created. It’s about care coordination and the followup that the Veteran receives. If the VA is able to connect with the Veteran quickly, then they find there’s less likelihood of an episode happening again.”

Participating in these new projects will have a lasting impact on Veterans and the ways they receive healthcare.

“The actions we’re taking are kind of small, but the impact is huge,” said Lewis. “It’s always exciting to do any new addition

to help Veterans, especially in helping from the ground up with COMPACT and VCL. It’s great to be part of something so big.”

Let your voice be heard

Earlier this year, Founder and CEO, Allen Fredrickson sent a call to action to all Signature Associates reminding and encouraging them to make sure their voice is heard not only through being an active voter but by reaching out to local and state policymakers. Fredrickson reminded everyone that “While what happens on a federal level captures most of the headlines, what happens at the state and local level impacts our lives as much or more than what happens at the national level.”

At Signature, we actively engage legislators at both the national and state levels. Particularly, we advocate for legislation that helps promote favorable business clients including taxation, regulation and also inclusivity, belonging, and social policies that align with our company’s values of respect, courage, integrity and passion. While we don’t win them all, we certainly have many success stories where this has made a difference on issues of importance to us. Another way Signature gets involved is through organizations like Nebraska Competes, and by signing the Omaha Chamber’s CEOs for CODE (Commitment to Opportunity, Diversity, and Equity) initiative.

You, too, can personally make an impact. Let your voice be heard by reaching out to your representatives and staying informed on the legislation where you live. Your voice matters. And your voice is important.

HOLIDAYS

JanUARY 4th: Founders Day

Signature Performance was founded 19 years ago in 2004 — what started as an ambitious business idea to transform healthcare, is now a worldclass company, employing over 1,000 talented Associates who have the pleasure of improving the health of our clients’ business and making the lives of the people we work with better. This January, we shared a night of food, fun, and dancing with our Omaha-area Associates to celebrate the founding of Signature. We certainly enjoyed getting to see so many Associates, friends, and family at the event.

JanUARY 16th: Martin Luther King Day

FebRUARY: Black History Month

Black History Month is a chance for Americans to learn details of our nation’s history. This February, as Signature celebrated Black History Month, we remembered the sacrifices, celebrated the achievements, and honored the contributions of the Black community.

Black healthcare professionals have pioneered some of medicine’s most impactful technologies and discoveries. We took time to reflect on those contributions by learning more about Black Americans who have advanced medicine. In a month-long campaign on Facebook and

COMMUNITY

COMMUNITY INVOLVEMENT

Signature Performance is committed to finding ways to connect Omaha businesses and leaders, and to create new opportunities within the Metro Area.

Signature Performance was a Corporate Sponsor at Greater Omaha Chamber’s Annual Meeting.

Presence at 100 Black Men of Omaha Bi-Monthly Meeting - Allen was announced as Honorary Chair for the Men of Honor Gala this year but this info hasn’t gone public yet

Presence at CODE’s 4-Part Series Session #2: Retention and Community and Family Support

Instagram, we showcased some of these leaders in the healthcare industry - you can find them in the “Black History” highlight pinned to our Instagram (@Signatureperformanceinc).

March: Women’s History Month

To celebrate Women’s History Month, Signature will hold our first open-forum styled event, focusing on the impact of women in the workplace. Empowering women as they grow their career, navigate life as a working parent, and learn how to excel in a remote workforce will be a few of the talking points. Keynote speaker, and President and Chief Operating Officer, Karen Hudgins, will also discuss women in technology.

March 25th - 31st: 37th Annual National Disabled Veterans Winter Sports Clinic

Signature Performance continues to be a corporate sponsor of the National Disabled Veterans Winter Sports Clinic, the world leader in rehabilitation. The mission of the Winter Sports Clinic is, “To involve disabled Veterans with spinal cord injuries, amputations, neurological disorders, visual impairments, and other profound injuries and medical concerns in challenging, therapeutic, outdoor experiences and education. These experiences provide the catalyst which improves overall physical well-being, mental health, selfesteem, community re-entry and readjustment.”

COMMUNITY CONTRIBUTIONS

Over the last 6 months, Signature Performance has made contributions to the following:

• Ronald McDonald House Charities

• Ethics Space Sponsorship Luncheon Sponsorship

• Helping Hands @ Home

• 2022 Conference on Opportunity, Diversity, and Equity Donation to the Greater Omaha Chamber Foundation

• 2022 BBB Torch Awards Sponsorship

• Merrymakers

• Aspen Institute

• Cues School System

• Nebraska State Chamber

• Food Bank for the Heartland

401(k) plans

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 over 25 benefits that play into your total wellness. Your health. Your mental health. Your financial health. And your personal health. Our benefits are carefully selected to make your life better. We are excited to ~get personal~ with our Signature-sponsored benefits as we explore the positive impacts you can feel when you take advantage of our benefits. We offer the benefits we do, so that they benefit you.

A major benefit people consider when it comes to financial security is the option to contribute to a 401(k) Plan. However, a 401(k) can often

be one of the most intimidating benefits. Do I choose Roth or Traditional? Wait…what even is the difference between a Roth and Traditional Plan? How does it work for me instead of regular saving? What exactly are the tax advantages? These are all valid questions, and with the right background information, you will be equipped to take advantage of making your own decisions on how best a 401(k) can work for you.

A 401(k) plan is a retirement savings plan that employers can offer and sponsor for employees. The United States Congress designed the 401(k) benefit back in 1978 to encourage Americans to save for retirement. When you are actively enrolled in a 401(k), you agree upon the percent of your income you want to pay directly into your 401(k) plan with each paycheck.

401(k) plans come with great advantages - the advantages are distinctly different between the two main plan options: Roth and Traditional Plans.

With a traditional plan, employee contributions are deducted from gross income – AKA comes from your paycheck before income taxes have been factored out. As a result, the employee’s taxable income is reduced by the total amount of contributions on an annual basis and can be reported as a tax deduction for the given tax year. No taxes are owed on the money contributed and the investment earnings until the employee withdrawals the money in the 401(k) – this withdrawal usually takes place at time of retirement.

With a Roth plan, contributions are deducted from the employee’s after-tax income. This means contributions into the plan come from income after taxes have been deducted. This results in no tax deduction the year(s) money is contributed to the plan. When the money is withdrawn during retirement, no additional taxes are due on the employee’s contributions and investment earnings.

Signature Performance offers eligible Associates the option to choose a Traditional or Roth Account. The decision is left to the Associate to determine based on their financial goals, family needs, and sometimes under the advisement of a personal financial planner.

Contributions - Employee

A 401(k) plan, whether it’s a Traditional or Roth, is a defined contribution plan. In a 401(k), the employee and the employer can make contributions to the account, up to the limits determined by the Internal Revenue Service (IRS). These limits are set annually as contributions need to be assessed and adjusted to account for inflation from one calendar / tax year to the next.

For reference - any person with a 401(k) plan who is under the age of 50 has the max contribution limit of $22,500 for the 2023 calendar year. Those who are 50 and over have the opportunity for an additional contribution. They are eligible to make above the standard max contribution. This is called a “catch-up” contribution. The catch-up contribution for 2023 is $7,500.

The IRS also outlines total employee-employer contributions. Contributors under 50 years old have a total employee-employer contribution maximum of $66,000 per the 2023 year. And if those 50 years and over contribute their catchup contribution, their total limit is $73,500.

Employers, like Signature, have the discretion on how they want to match employee contributions. As of January 1st, 2023, Signature matches dollar-for-dollar on the employee’s first 1% contribution, plus a 50% match of the employee’s contributions exceeding the first 1% and up to a 6%. This definition isn’t to confuse you like a tricky word problem in 7th grade math class, we promise! Let’s break it down.

If Jim Halpert works at Signature Performance, makes $50,000 annually, and elects a 1% employee contribution, he is contributing $500 to his 401(k) on an annual basis. Since Signature matches

dollar-for-dollar on the first 1%, Signature also will contribute $500 to Jim’s 401(k) annually. Nice! If Pam Beasley makes $50,000 annually and elects a 4% employee contribution, she is contributing $2,000 on an annual basis. Signature will match Pam’s 4% contribution with a 2.5% employer contribution ((1% x 100) + (3% x .50)) = 2.5%), which totals to Signature’s contribution of $1,250.

If an employer contributes to an employee’s 401(k) plan, the employee is subject to a vesting period - this is an amount of time that must pass before the employee is considered the sole owner of 100% of the contributions the employer made to the plan. Signature Associates experienced an update to the vesting period, effective January 1, 2023. In our former 401(k) plan structure, Associates were subject to a 6-year period to be 100% vested. With the update, the vesting period is now only 2 years to be considered fully vested. The vesting schedule is a progressive percentage increase over the course of the two years before becoming fully vested.

How does a 401(k) make money, anyway?

Employee contributions to a 401(k) account are invested in an assortment of stock and bond mutual funds and target-date funds. The mix of funds can be determined by the employee, if their employer’s 401(k) enrollment process includes a selection opportunity. At Signature Performance, Associates can choose from 24 different elections to design a portfolio of investments, tailored to their personal financial goals.

How much an employee contributes each year, whether or not their company matches their contributions, investments, and returns, plus the number of years an employee has until retirement all contribute to how quickly and how much money will grow in a 401(k).

The sooner someone opens a 401(k) account, the better the returns can be. Employees who open 401(k) accounts when they are young have the potential to earn more money, thanks to the power of compounding. The benefit

matching rates under the safe harbor plan

of compounding is that returns generated by savings can be reinvested back into the account and begin generating returns of their own.

Over a period of many years, the compounded earnings on a 401(k) account can actually be larger than the contributions an employee has made to the account with the potential to grow into a sizable chunk of money over time.

Signature Invests in Your Future

Did you know Signature has seen a huge spike in Associates’ interest in saving for the future over the last two years? In 2020, just 43% of eligible Associates participated in a Signaturesponsored 401(k) plan. As of December 2022, we now have over 77% of our eligible Associates actively participating in 401(k) plans. In just two years, there was a 79% increase in participants! We commend our Associates for how they have prioritized and integrated long-term financial planning into their daily lives. When our Associates participate in company benefits - such as our 401(k) - not only does it help our Associates, but it also helps Signature.

In Conclusion, Signature Continuously Improves Our Benefits for You:

In 2021, we implemented an “auto-enrollment” feature — which automatically enrolled all eligible new hires into a 401(k) plan at 3% employee contribution.

In 2023, Signature’s 401(k) plan is now considered a Safe Harbor Plan – which allows for more eligible Associates to contribute to their retirement saving plans in more substantial ways.

In 2023, with the move to a Safe Harbor Plan, employer contributions were increased to match dollar for dollar on the employee’s first 1% contribution, plus a 50% match of the employee’s contributions exceeding the first 1% and up to 6%.

In 2023, with the move to a Safe Harbor Plan, the period of time it takes for an employee to be considered fully vested is now just 2 years instead of 6 years.

We look forward to supporting our Associates’ financial wellbeing pursuits for years to come!

Inclusive Leadership Improves how we

To solve significant challenges in our healthcare system, we need the brightest minds from all walks of life. According to a Deloitte survey, 80% of over 1,300 respondents said inclusion efforts were important when choosing a company. Furthermore, 74% of Millennials, believe that their organization is more innovative when it has a culture of inclusion. In addition, 92% of Associates that participated in Signature’s most recent survey indicated that they highly value inclusion in the workplace.

Inclusive leadership provides opportunities for organizations like Signature to increase active efforts in making communities a better place to work, live, and play. Inclusion positively impacts business by offering access to high-quality connections while sharing ideas from different perspectives. We believe this drives innovation and impacts things like lower administrative fees, better access to care, and health equity which eliminates barriers faced by vulnerable populations.

Work

We believe in treating inclusion as a core aspiration, leading to greater access and more quality connections amongst Associates and our clients.

Access ensures that our Associates can be seen for who they are, have a voice that is heard, and know that their impact is felt throughout the organization. When Associates have access to development opportunities like mentorships or training and development, their careers thrive. For example, mentees are five times more likely to be promoted than those without a mentor, and mentors are six times more likely to be promoted than their coworkers.

In the fourth quarter of 2022, we enhanced our current focus on Diversity, Equity, Inclusion and Belonging (DEIB) with an energized strategic plan designed to meet the needs of our ever-changing

workforce. Signature aims to be an uncommon organization celebrating a widely diverse and connected workforce that enables an inclusive and equitable environment for everyone. Our three areas of focus are Careers, Community and Culture. We will be intentional in how we attract and retain diverse talent through outreach and engagement with local, regional, and national partners and community members by creating pathways of belonging for all Signature Associates.

High-Quality Connections (HQCs) allow us to be a more inclusive organization. HQCs are based on trust and respect, generate positive energy, and equip people to do their best work. These interactions can be short-term and momentary, like walking through the hallway, or they can be long-term and ongoing, like working on a project where the collision of ideas generates excitement and engagement. The benefits of HQCs are found at the individual, team, and organizational levels:

Individuals tend to become more satisfied, committed, and attached to the organization

Teams experience higher growth and creativity and are more flexible and adaptive.

Organizations benefit from greater cooperation and collaboration and their customers/suppliers tend to be more attached to the organization.

Another way we are enhancing inclusion efforts at Signature is through the launch of Signature’s Diversity Circle. The Diversity Circle aims to advance Signature’s mission through a healthy, vibrant, and diverse workforce. We are building an internal team of culturally diverse subject matter experts to share inspired ideas that enable an inclusive and equitable experience for all Associates. Collectively, the Diversity Circle will examine ideas, policies, and practices that foster growth

through access, connections, knowledge-sharing, and empowerment. This will lead to an Associate experience that facilitates superior results, high engagement, and career satisfaction.

Live

At Signature, we intentionally build community partnerships around the drivers of the Social Determinants of Health. For example, in 2020, Signature leadership signed the Commitment to Opportunity, Diversity and Equity (CODE) pledge through the Greater Omaha Chamber of Commerce. The commitment was to help the Omaha community achieve sustainable growth in diversity, inclusivity, equity and opportunity.

In 2023, Signature plans to join the National Association of Health Services Executives (NAHSE). Since 1968, NAHSE has promoted the advancement and development of Black healthcare leaders and the improvement of healthcare services for minority and underserved communities. By joining this organization, we will continue to add racial diversification to our talent pipeline, ensuring that our workforce is a true reflection of the population it serves.

Play

We must strive to make inclusive leadership fun. At Signature, we focus on deepening relationships by sharing knowledge and empowerment to help create a more inclusive culture while also making it fun to be a part of.

We have a variety of platforms and opportunities available to our Associates to increase their growth and development. Signature YOU, our in-house university, contains over 600 courses on business and leadership strategies, personal finance, healthcare, DEIB and more. Courses are offered in self-guided or live formats. Both formats allow Associates to interact with others and provide feedback on what they liked or feel needs improvement.

We also have our Signature Performance Management Group (SPMG), which allows our leadership to connect, learn from each other, and work together on ways to make Signature a best place to work.

Another area of fun is our community connection points. Throughout the year, we focus on unique experiences where Signature Associates can connect, contribute, advocate, and know they

belong. These connection points are in-person, virtual, diverse, and most of all, inclusive. Examples include, but are not limited to, the ICAN Women’s Leadership Conference, the Heartland Pride Festival and the Juneteenth Festival.

Empowerment is another way to make inclusive leadership fun while ensuring that all Associates have the psychological safety to be seen, heard and felt in every situation. Empowered Associates can take ownership of their careers, bring forth creative solutions to opportunities we face, and create a better workplace culture.

A New Generation of Inclusive Leadership is Needed.

There is no leadership if it’s not inclusive leadership. The leadership of the future requires leaders willing to treat inclusion like a core value. Education and awareness will positively impact health equity by meeting the opportunities for growth with a united front and a long-term commitment.

At Signature Performance, we aspire to create a second-to-none workforce to help reduce the rising costs and burdens associated with healthcare. This starts with a foundational belief that every voice matters and an intentional effort to ensure that all leaders are inclusive. This work will require all of us to be champions of inclusion.

As Signature Associates we can:

Always be mindful of the Signature Mission. Our mission of improving the health of our clients’ business and making the lives of those we work with better is the cornerstone of everything we do.

Live Signature’s core value of respect and show respect to others in a way that celebrates our differences and what unites us. This helps create a safe place for those around us.

Embody the Signature Way principle of making those around you better through inclusive actions. This opens the pathway for more people to bring their authentic selves to work. One example of an inclusive action is by simply asking a fellow colleague, “How did your weekend go?”

We can learn so much about each other by asking questions about how we spend our time outside of work. Also, don’t underestimate the power of sending a “Pat on the Back”, when we recognize others living the Signature Way.

signature’s 2023

connection points

Signature’s Connection Points are 12 unique experiences throughout year where you can connect, contribute, advocate, and belong. These connection points will be in-person, virtual, on-site, off-site, and in the community.

These events are specifically designed to help you get and stay connected to Signature’s mission, values, and Associates.

Community Connection

Juneteenth Parade | Omaha, NE | June

Heartland Pride | Omaha, NE | July

Veterans Day Parade | Omaha, NE | November

Company-Wide

Whole Health Week | March

Strengths Week | August

Spirit Week | October

Professional Development

Women at Work | March

Diversity at Work | June

Strengths at Work | August

Social Events

Omaha Tailgate | Spring Details for these events and more can be found in the

associate spotlight: north

carolina

In response to the pandemic, we discovered that #SignaturePerformsAnywhere. Regardless if someone was working from a cubicle in Omaha, from their home in Kansas City, or they decided to take a leap and move across the country, our Associates reminded us that our heart, focus, and passion for our mission stays the same, regardless of where we are. Our geographically diverse mix of Associates has become a unique, competitive advantage for Signature. One of the many unique realizations of our nationwide workforce has been identifying the clusters of Associates across the nation!

Did you know Signature has 40 Associates working in North Carolina? Over 1,300 miles away from our headquarters in Omaha, Nebraska we have a strong, proud community of Associates who love calling North Carolina home!

What Our North Carolina Associates Are Saying:

“North Carolina quite literally saved my life. I am originally from New York and moved to North Carolina at 16 when I was pregnant with my first son. Thirteen years later, we moved back to New York to take care of my mother who had been diagnosed with breast cancer. We had been in New York for about ten years when the COVID-19 Pandemic wreaked havoc. I knew we needed to leave New York so my children and I came home to North Carolina and it is the best decision I’ve made for my family. We are home. We get to be outside, enjoy fresh air, and have genuine peace and comfort. There is a feeling of free-will in North Carolina that we love. Being back in my home state has done wonders for our family’s physical and mental well-being and now I get to work for Signature Performance. I feel like I am able to connect to Signature because of my passion and family ties to the U.S. Military. I have several family members who have served in the Army, so joining Signature’s team only felt natural…I love getting to help Veterans... they are so amazing. My hope is to provide comfort and understanding…if I can hear a smile in their voice that’s icing on the cake.” - Tiffany Washington, CAEC Customer Representative

“A fun fact about me and North Carolina is that I am related to the first and only female Mayor of New Bern, North Carolina, Ella Bengel (Served 1985-1989)! I’ve lived in New Bern my whole life and I love the history! My biggest site-seeing recommendation is seeing the Tryon Palace; it was built in 1767 to serve as the first permanent capital of the Colony of North Carolina and was home to the Royal Governor and his family. The Royal Governor living in the Tryon Palace at the time of the American Revolution in 1775 fled the Palace and all his belongings were auctioned off by the newly-formed state government. They even held a dinner and dance in honor of President George Washington while he was exploring on his Southern Tour in 1791. - Angel

Ridder, Provider Experience Representative

“Where I live in North Carolina is known as the “four hour miracle.” We live four hours from the ocean… four hours from Atlanta…four hours from Nashville…and four hours from Virginia! The travel options are always endless! While I am only four hours away from these cool places, I am much further away from my Signature colleagues. I love to keep in close touch through Teams Chats and try to take time to form friendships. Friends at work are so important!” - JoAnn

Bobbitt, Revenue Cycle Specialist

Signature Performance was founded 19 years ago in 2004 — what started as an ambitious business idea to transform healthcare, is now a world-class company, employing over 1,000 talented Associates who have the pleasure of improving the health of our clients' business and making the lives of the people we work with better. Our success and progress over the last 19 years is something to be proud of...and celebrate!

“The Founder’s Day Celebration was a very welcoming environment that encouraged easy interaction with people you may not always have the opportunity to speak with! I loved being able to bring my partner as a guest, that way my home-life and work-life could finally collide!”

“This event was so important for connection! Getting together at a large-scale event means so much more post-pandemic. Many of our Associates started remotely over the last two years; so getting to watch them finally interact face-to-face was fantastic!”

whether it be taking the first live call with a veteran, navigating a personal health issue while pursing 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.

A special shout-out to our Associates working in the CAEC Department for recieving a special kudos call stating that they set the gold standard for customer service in the VA and that our CAEC representatives are top-notch and the best in the business. Way to go team!

Cheers for ChampVA Representative, Kayli Thompson for her dedication to providing top tier customer service. We received a kudos call saying, “Kayli went above and beyond for us when our son was going through a difficult personal matter. She has been our very own superhero.” Great job Kayli!

A round of applause for Customer Service Representative, Shannon MacKnight! Shannon has recieved multiple kudos calls, all raving about her calm, patient attitude and willingness to go the extra mile for her clients. One veteran even went as far as saying, “Shannon turned his whole day around and she was the most incredible person he’s worked with.” Cheers Shannon!

Congratulations to the 44 Associates who were selected to be a part of the 2023 Emerging Leaders program! We can’t wait to walk with you on your leadership journey and see you continue to grow both personally and professionally at Signature!

Alexis McGee

Ali Brehmer

Andrea Carpenter

Andrew Hershey

Bre Johnson

Bre’Yonka Crosby

Cherrell Lee

Christeena Petersen

Christopher Fontenot

Danielle Miller

Dave Bennet

Deliliah Currie

Elizabeth Jones

Faviola Martinez-Perez

Jason Leichner

Jessica Dykstra

Jordan Nichols

Joseph Garcia

Kayli Thompson

Kimberly Fryar

Kywana Mumphrey

Leeanne Braaten

Five Years

Lynn Allen

Sarah Bailey

Milena Barone

Nicole Beck

Alicia Bennett

Linda Bernat

Kim Blackburn

Kaitlyn Christenson

Brittney Cramer

Anita Drake

Jordan Edison

Kara Eldred

Jennifer Elwood

Marisa Faulkner

Susie Frye

Nichole Hodges

DeAmber Hulett

Mica Johns

Q Jones

Anjie Leon

Annette Meraz

Donna Mulligan

Lizabeth Cioffi

Lynne Klein

Mark Rine

Markisa Kelly

Melissa Collison

Nataya Thomas

Nicole Becker

Nicole Bence

Pamela Battiato

Patrice Miner

Richard Cooks

Sandra Stephens

Sanganyika Galbreath

Scott Cover

Shaloe Nations Hodges

Kayla Johnson

Steven Walls

Tabitha Eele

Taylor Shipley

Tommi Lopez

Tony Liotta

Tyler Jackley

Ray Myers

Caren Peagler

Joshua Petiya

Ashley Reiter

Martell Saulsberry

Kris Shupe

Erin Stites

Paige Walter

Ashley Vargo

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 towards 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