Signature Moments - Winter 2023

SI G NATU RE M OM ENTS | QUA RTE R FOUR | 2023

IN THIS ISSUE

SPIRIT WEEK 2023 JON ACUFF VISITS SIGNATURE BENEFITS THAT BENEFIT YOU S I G N AT U R E P E R F O R M A N C E, I N C. | D E C E M B E R 2023

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To submit company news, achievements, kudos, etc. please email communications@signatureperformance.com Signature Performance, Inc. December 2023 2

TABLE OF CONTENTS

IN THIS ISSUE FROM T H E DE SK OF ALLE N FREDRI CKSON WORD ON T H E ST RE E T M A X IM IZ IN G RE VE N UE CYCLE SUC CE SS A SPOT LIGH T ON SPH C ST RE N GT H S W E E K RE CAP CLIE N T SPOT LIGH T: M E M ORI AL HOSPI TAL SIGN AT URE RE CE IVE S K L AS DE SI GNATI ON AUT H OR JON ACUFF VISIT S SI GNATURE BE N E FIT S T H AT BE N E FIT YO U SPIRIT W E E K RE CAP PE RFORM AN CE C ON VE RSAT I ONS IN T E RN SH IP SPOT LIGH T T RUST E D FRIE N D SH IP S AT WORK AND WHY I T MAT TERS IN T H E C OM M UN IT Y H ALF-DAY ORIE N TAT ION E XPERI ENCE SIGN AT URE SPOT LIGH T: ARIZONA ASSOCI ATE S CH E E RS AN D AN N IVE RSARIE S

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FROM THE DESK OF ALLEN FREDRICKSON

from the desk of

allen fredrickson FOUNDER AND CHIEF EXECUTIVE OFFICER

As we near the end of our second decade in business and the end of 2023, I thought it would be fitting to share a few reflections with you, my colleagues, and the Signature family.

We are living out the reason we named the company Signature Performance. We aspired to create a company where people would personally feel connected to our mission and feel compelled to give their best to perform in a fashion that they would proudly place their signature.

As we live out our mission, I recall the careful thought that went into forming Signature’s mission and contemplating if it would inspire and what it would take to fulfill it successfully. Two bold and challenging aspirations: first, a mission to improve the health of our clients’ business, and second, to make the lives of the people we work with better.

What are some of the stories we have created together? I have learned that the joy and deep meaning of our journey toward an aspiration is much greater than I had initially thought. In my early years, the destination seemed paramount to

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me. However, it’s less about the destination and more about the action of trying every day to strive toward our mission continually. Trying and taking action daily often makes the difference between being ordinary and extraordinary.

Along this journey, we have created and nurtured our culture to be a place where highly talented and incredible people are attracted to join together on our mission. Higher-performing, talented people cheer and support one another along the way, and they begin to feel like family. You begin to have the incredible feeling of what it’s like to be part of our uncommon culture and not want to part with the people who comprise our mission.

For our Associates, it’s been important for us to live by our core values. How we do things is as important as what we do. Associates reach levels of performance, responsibility, impact, professional development, and self-esteem that continually grow and, in many cases, have reached levels beyond what they thought was possible. Our colleagues know the company is committed to growing and generating new opportunities for us.

FROM THE DESK OF ALLEN FREDRICKSON

Our collective success has allowed us to enhance a wide range of Associate benefits, including our investment in professional development, holistic health, and an industry-premier profit-sharing program, enabling our Associates to financially participate when the company succeeds. In addition, an education scholarship program for Associates and their families as well as a special hardship fund when one of us experiences unusual hardship.

Making the lives of the people we work with better also extends to our communities. Our Associates have also volunteered and engaged in community causes that have made a difference within our Signature family and many communities across the country. These volunteer efforts have been amplified by generous financial philanthropy contributions by the company and our Associates.

For our clients and partners, we have delivered unprecedented performance, value, and service.

That’s our mission shining through by improving the health of our clients’ businesses. Our success has led to their success. And in some cases, their ability to sustain operations by overcoming serious challenges that we were instrumental in solving for them. This ultimately leads to better access and quality of care being provided to our families, neighbors, loved ones, and patients across the country.

If I may, I believe we’ve had a highly impressive first 20 years. And talk about ending our second decade with a bang; we will have set revenue and performance records in 2023 that we’ve never previously achieved!

Well done, my cherished teammates. It is our meaningful mission and purpose, industryleading client performance, the most talented and incredible group of people I’ve ever worked with, and all of us supporting and cheering each other on. Please reflect and embrace our achievements along with how we’ve done it. I wish you a happy and meaningful holiday and end-of-year season.

Gratefully,

Allen Fredrickson

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WORD ON THE STREET

WORD

ON THE

STREET

If you could add a fifth Value to Signature’s Core Values, what would it be and why? Maybe you already see this happening among your teams!

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P R O V I D E R E X P E R I E N C E R E P R E S E N TAT I V E

WORD ON THE STREET

BRE JOHNSON

If I could add a fifth value to Signature’s core values, it would have to be altruism. Altruism is literally what Signature is all about - what Signature’s core foundation is in my eyes. It’s the principle and practice of concern for others’ well-being. Founder and CEO, Allen Fredrickson, and everyone who works at or with Signature genuinely cares about the health of our Veterans and making their encounter with the health system as stress-free as possible.

It’s not an obligation, it’s pure heartedness.

CHRIS STITE S

TRANSITION SERVICES SPECIALIST

If I could add a fifth value to Signature’s core values, I would add honesty.

Honesty with our clients, the Veterans, and the employees that work here.

Without honesty, all other values seem empty. You can’t have passion, integrity, courage, or respect unless you are upfront and honest. I love how my manager is upfront and honest with me at all times. Even when it’s hard to hear, she still tells me the truth, and I appreciate that.

LYNNE KLEIN

I T T E C H N I C A L A N A LY S T

If I could add another value to Signature’s core values, it would be empathy - which is for the greater good. Sympathy and empathy are used interchangeably in the English language, but they have significant differences in a business sense. If I’m showing you empathy, I’m offering my support.

With empathy, we can not only serve our customers better but our partners and co-workers.

MARY WOREDE

REVENUE CYCLE SPECIALIST

If I could add a fifth value to Signature’s core values, it would be kindness.

I think it’s important for one to have a friendly attitude toward others! We should all treat others with genuine care and consideration without expecting or wanting something in return. I believe this is the “golden rule” of life.

LILY KEOGH

P R O J E C T C O O R D I N ATO R

I would pick teamwork as a fifth core value for our company. Taking on the challenge of lowering healthcare administrative costs is no small feat and truly takes a village. I believe the ways in which we effectively collaborate, both within our teams and with our clients, are an integral part of the Signature difference. We are better together, and teamwork is what makes our approach to healthcare uncommon.

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MAXIMIZING REVENUE CYCLE SUCCESS

MA XIMIZIN G RE V ENUE CYCLE SUC CE S S Smaller health organizations are not only looking out for the health of their patients, but they are also paying close attention to their financial health. Compared to their larger counterparts, these facilities experience higher operating costs per patient on average, and therefore depend more on every dollar earned to continue providing life-saving care to their patients. So how do healthcare organizations track their financial performance? Let’s look at some of the key performance indicators (KPIs) utilized to monitor their revenue cycle efficiency.

the five key performance indicators:

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CLEAN CLAIM ACCEPTANCE RATE

Some of the most valuable KPIs in revenue cycle management involve performance metrics related to accounts receivable (AR).

Healthcare organizations receive payment for their claims sooner when they are processed without any errors, rejections, or denials. The Clean Claim Acceptance Rate key performance indicator is a metric that indicates what percent of claims submitted are accepted and processed.

The industry standard for this KPI is having 90% or greater of claims accepted upon initial submission.

This ensures that an organization’s revenue cycle management processes are working efficiently and minimal errors are being made.

ACCOUNTS RECEIVABLE BALANCE When considering the financial health of an organization, the accounts receivable balance is a key indicator of how much revenue is owed to an organization from patients, insurance companies, and other payers. A lower balance is ideal as it shows that the organization is receiving compensation based on the services they have provided. By not having outstanding accounts, this is indicative of a better cash flow.

ACCOUNTS RECEIVABLE AGE In addition to examining the balance of accounts receivable, it is important to note the timeliness of payment. In other words, this indicator examines how long it takes for organizations to get paid for their services. Ideally, less days in accounts receivable is better, as this indicates that the organization is being paid in a timely and efficient manner. This helps ensure steady cash flow, which is crucial to organizational success. A good benchmark for account age is collecting payment in the first 90 days after services are provided.

Accounts are also more likely to be paid in the first 90 days; after that point, the likelihood of payment decreases significantly.

MEDICAL CODING AND DENIALS Medical coding accuracy is another KPI that can indicate the likelihood of claim denials. When claims are coded incorrectly, payers may deny payment which can cause costly delays. The process of reviewing, re-coding, and appealing a denied claim can mean extra expenditures for the health organization. Ensuring proper initial coding reduces the likelihood of these time and resource-consuming delays. The industry standard for medical coding accuracy is to have at least 95% accuracy on all coded medical claims. Being at or above this benchmark indicates a high-performing coding staff who makes fewer coding errors.

Revenue cycle professionals are always striving to minimize denial rates.

MAXIMIZING REVENUE CYCLE SUCCESS

ACCOUNTS RECEIVABLE

PROVEN RESULTS Signature forms meaningful partnerships with our clients to help them achieve their financial goals.

We carefully monitor an organization’s KPIs to maximize revenue cycle success and capacities and to identify quality improvement opportunities.

Christina Frye, Senior Director of Revenue Cycle Management, shared the importance of tracking these benchmarks: “Meeting and exceeding benchmarks indicates high functioning performance and compliance to ensure appropriateness of documentation and charge capture. These components can provide added confidence for maximized recoveries and stronger financial health.”

Our dedicated Associates are extensively trained in quality assurance and take the time to understand each organization’s unique needs.

This combination of industry knowledge, datadriven tactics, and a personalized approach helps healthcare organizations improve financial performance. When Signature Performance partners with a rural healthcare organization, on average we reduce the AR balance by nearly 50%, decrease AR days by 54%, and increase the clean claims acceptance by 39% - all while consistently meeting and exceeding standards for coding accuracy and and denial rates.

Signature Performance is on a mission to reduce administrative burden in healthcare and help organizations, including critical access facilities, reshape the landscape of healthcare.

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A SPOTLIGHT ON SPHC

A S P OT L I GH T ON

DOING GOOD IN O U R CO M M U N I T I E S Approximately 85 talented Associates make up the Signature Performance Healthcare (SPHC) sector of business. Their talents extend over various contracts with rural health organizations and private healthcare systems. From medical coding to revenue cycle management, our SPHC team ensures every client interaction is handled with excellence, exceptional customer service, and mission driven support.

While the financial wellbeing and satisfaction of our SPHC clients is our top priority, this group of Associates has proven they can also deliver a notable difference in the communities we live in.

Nicole Beck, HIM Manager Outpatient Coding, reflected on how uniting as a team for a philanthropic effort helped teammates establish common passions, highlight shared values, and do good for others.

Winter of 2022, the team came together to donate household items, bedding, and funds to a Women and Children Center. The team quickly bonded over the fact that they were directly helping make a difference in the lives of people in need.

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This year, the team eagerly posed the question, “Who do we get to help this year?”

Medical Coders who serve on our SPHC team were able to submit worthy organizations to donate to for 2023, then the team took a vote.

This year, the team is proud to announce their philanthropic efforts are positively impacting the Healthy Hearts and Paws Project.

In the heart of Brookfield, Ohio, the Healthy Hearts and Paws Project is making a significant impact on the lives of our furry friends, and as the SPHC team joins hands to support this noble cause, a unique sense of pride blooms among the team.

The Healthy Hearts and Paws Project, dedicated to the wellbeing of animals that are impacted by heartworm, has become a beacon of hope for countless pets in need. By contributing to this initiative, our teams are extending compassion beyond the workplace, creating a ripple effect of positive change within our communities.

As coworkers, the act of giving takes on a deeper meaning when directed toward such a worthy

cause. It transcends the confines of office walls (or home-office walls!), connecting us on a human level through our shared commitment to the welfare of these vulnerable beings. The pride we feel is not just in the act of donating but in the collective impact we make as a team.

The joy of knowing that these collective efforts directly translate into improved conditions for animals in need becomes a source of inspiration.

In the end, donating to the Healthy Hearts and Paws Project isn’t just about giving to animals; it’s about building a team culture that values compassion, unity, and the pride that comes from making a real difference in the lives of those who cannot speak for themselves.

As a department, the SPHC team is excited to continue to cultivate a team that not only excels professionally, but also stands as a beacon of kindness and philanthropy in their communities.

The SPHC team sincerely thanks Courtney Hewitt, Senior Director of Health Information Management, for always encouraging the team to not only do well; but do good for others.

THE LINK

THE LINK signatureperformance.com/thelink

Signature’s blog dedicated to our thought-leader s, uncommon stories, and industr y updates. Stay up-to-date with our industr y exper ts and Associates as we continue our quest to reduce healthcare administrative costs and burdens.

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STRENGTHS WEEK RECAP

SIGNATURE CELEBRATES

STRENGTHS WEEK Signature Performance recognizes that there are many ways for an individual to approach their work and professional goals. That’s why, in 2014, we started using Gallup’s CliftonStrengths Assessment to help Associates uncover their unique and natural patterns of thinking, feeling, and behaving.

We now have three certified coaches on staff, we have provided strengths assessments to all Signature Associates, and we offer more than 40 Strengths-focused courses on Signature YOU. Strengths have become an important part of our workplace dialogue and culture.

“When I started at Signature Performance and learned my Strengths, I was blown away with

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my top 5,” said Deliliah Currie, Talent Acquisition Representative. “It brought everything full circle. It took coming to Signature Performance and fully embracing everything to realize I can flourish the way I am. I’m learning more about my Strengths and leaning into them.”

This year, for the first time, we introduced Strengths Week - a week full of learning and connection opportunities to help Associates discover their Strengths in new ways. More than 230 Associates participated in this year’s Strengths Week events, which included digital and live courses, 1-on-1 coaching, virtual discussion boards, live coffee chats, a Signature LIVE discussion, social media interactions, and an open forum event.

Upon hire at Signature Performance, all Associates are encouraged to complete the Gallup CliftonStrengths Assessment. This year’s Strengths Week gave many Associates the time and space to dive deeper into their results.

“I thought it was so funny I got Adaptability, and I hate change, but it makes so much sense now that I understand it,” said Dru Selders, Provider Experience Lead. “I use Positivity consistently in all facets of my life. At work, it enables me to turn a frustrating situation into one that can be resolved. It helps me develop and maintain relationships with my coworkers. It makes me able to find solutions where others may just see problems. It helps me want to come to work and make a difference every day.”

We often say Strengths don’t tell us if you can do a job. Strengths tell us how you best do a job. Two Associates may demonstrate excellence in their role, but one may utilize their Strategic Thinking Strengths, while the other emphasizes their Relationship Building Strengths, for example.

“I’m an Individualizer and people I assist in my job recognize this in me,” said Stacey Kimes, Provider Experience Representative. “I take each individual as who they are and how they present themselves, and this boosts my compassion for each caller. I feel energized with the positive feedback that clients feel heard, understood, and recognized.”

Helping Associates learn how to leverage their unique and natural patterns of thinking, feeling, and behaving creates a workplace where everyone knows their individual talents and skills are valued. In short, our Strengths culture helps us fulfill our mission to improve the health of our clients’ business and make the lives of the people we work with better.

STRENGTHS WEEK RECAP

SAME STRENGTHS, NEW LEARNINGS

“I think everyone’s Strengths should be acknowledged and celebrated because the more diversity in Strengths we have, the better,” said Claire Cleveland, Talent Operations Business Partner II. During Strengths Week, many Associates commented that they started noticing and utilizing their Strengths in new ways at work.

“One of my top 5 Strengths is Context,” said Justine Olsen, Vice President of Partner Engagement. “I can be slow to move because I like to go deep in research. On a recent project, I leveraged my Achiever Strength to set a time limit for research and made sure I executed.”

Several Associates also opted to participate in 1-on-1 coaching sessions, a development opportunity we offer year-round. Research shows that individuals who participate in coaching see improved self-awareness, resilience, collaboration, communication, and mental health. And organizations that offer coaching have higher levels of employee engagement, individual performance, and employee commitment.

“I’m so grateful for my 1-on-1 coaching session,” said Pam Battiato, Production Support

ANALY TICAL COMPETITION CONSISTENCY CONTEX T REL ATOR ACHIEVER ADAPTABILIT Y MAXIMIZER ARRANGER IDEATION SIGNIFICANCE DEVELOPER WOO HARMONY FUTURISTIC COMMAND EMPATHY INTELLECTION DISCIPLINE LEARNER POSITIVIT Y FOCUS RESTORATIVE COMMUNICATION DELIBERATIVE INCLUDER INPUT CONNECTEDNESS STRATEGIC RESPONSIBILIT Y BELIEF ACTIVATOR INDIVIDUALIZATION SELF - ASSURANCE 13

STRENGTHS WEEK RECAP

Lead. “I gained a lot from considering how my Strengths work together and how they can work against me if I’m not intentional with how I use them. I appreciate the new perspective on what my leadership style might look like and how to lead in a way that serves others with different Strengths, values, and mindsets. This was an eye-opener and something I will be marinating on for some time. I feel more confident and prepared for my journey ahead, and I had so much fun connecting along the way.”

Associates also started learning more about how to combine the power of multiple Strengths at once.

“I find most eye-opening or affirming my Strategic + Includer combination: I am selective when it comes to options but inclusive when it comes to people,” said Jossy Rogers, Project Manager III.

STRENGTHS AND WELL - BEING Some of the activities during Strengths Week also tied to the Associates’ well-being. In one Strengths Week digital course, Associates looked at Gallup’s five areas of well-being - career, social, financial, community, and physical - and discussed how they could use their unique Strengths to support their wellbeing in each of the five areas.

“I am currently thriving in my Career, gaining as much knowledge as I can about my role and

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how my work has an impact,” said Christopher Fontenot, CAEC Customer Representative. “I am also hoping to make a bigger impact on the company by making more connections and offering input when I have a new idea.

My Social well-being is also great given I have made many friends at work along the way.”

At the open forum event, some participants joined Chief Experience Officer Mark Mathia to talk about how their Strengths can aid their personal mission and core values.

“I loved seeing how our values in life and at work can be skyrocketed by our Strengths as well,” said Kaylee Slocum, Operations Support Lead.

While we try to focus our Strengths conversations around the good qualities each Strength brings to a person’s life, each Strength also comes with its challenges. We call these negative aspects of each Strength the basements. Some Associates benefited from Strengths Week activities revolving around managing those basement behaviors to improve their overall well-being.

“After taking the love, frustrate, and appreciate workshop, I now have a different outlook on my Command Strength,” said Shaloe Nations Hodges, Project Manager II. “I decided to dig into my next 5 Strengths and found that Learner, Relator, Arranger, Positivity, and Includer round out my top 10. Knowing this has helped me see that my top 10 Strengths can help me turn down the dial and navigate my Command. I just need to keep out of my basement and focus on remaining firmly planted in my balcony.”

One of our goals during Strengths Week was to help Associates and managers discover new talking points to deepen their working relationships. Before we launched the week full of events for Associates, managers spent a week reconnecting with Strengths so they could better understand how Strengths impact their teams. Many managers found the team grids to be a great resource for understanding how their teams work best.

“My team is high in Relationship Building,” said Operations Manager Candy Ward. “Most have Empathy and Relator in common. This team likes to build relationships first and then execute.”

Several Associates also used the Strengths Week activities to learn more about their teammates and managers. These activities sparked conversations about communication preferences, working styles, and performance expectations.

“I looked at my manager’s Strengths, and I

noticed we had a lot of common ones. So, I’m going to bring that up with them and use that to my advantage,” said Jessica Dykstra, CAEC Customer Representative Lead. “My manager is new to my department. Knowing her Strengths, during our first meeting I was able to open up and be vulnerable. I shared with her different fears I struggle with. I feel like knowing your Strengths really can help you grow professionally and personally. I would still like to continue the Strengths conversation with her and dive into it more. I feel like it’s a great conversation topic.”

STRENGTHS WEEK RECAP

BUILDING STRONGER TEAMS

Overall, many Associates walked away from Strengths Week with a renewed sense of self and a spark for their work.

“I didn’t realize how much my Strengths played into what I do every day,” said Angela McIntosh, CAEC Customer Representative.

This week of events was one of our Connection Points for 2023. Connection Points are twelve unique experiences where Signature Associates can connect, contribute, advocate, and know that they belong. Associates should keep an eye on their Monday Memo for more information about upcoming Connection Points.

MARK MATHIA

DANGIE JANSEN

MORGAN SAMMONS

AMBER SCHMIT

AREAS OF EXPERTISE

AREAS OF EXPERTISE

AREAS OF EXPERTISE

AREAS OF EXPERTISE

Team Coaching Executive Coaching Leadership Wellbeing Career Growth

Team Coaching Wellbeing Communication Hiring Support Manager Training

Team Coaching Career Growth Professional Development Manager Training New Associate Coaching

Career Pathing Personal Development Wellbeing Life Coaching Manager Training

T O L E A R N M O R E V I S I T W W W. S I G N AT U R E P E R F O R M A N C E . C O M / C O A C H I N G

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CLIENT SPOTLIGHT: MEMORIAL HOSPITAL

client spotlight:

MEMORIAL HOSPITAL Serving the small community of Blair in eastern Nebraska, Memorial Community Hospital and Health System covers over 20 fields of ancillary care services to address the expansive health needs of their community. As a critical access hospital, they are equipped with a 24-hour emergency department, four clinics, and 21 staffed beds.

As a quick refresher, critical access hospitals (CAHs) are strategically designated in remote areas of the country to ensure that rural residents have reliable access to medical care. They must have 25 or fewer acute care beds, be located more than 35 miles away from another hospital, and provide 24/7 emergency services. As a CAH, Memorial fulfills a wide variety of health services, serving as a healthcare hub for its patients who travel from far and wide to receive care. In addition to providing on-site care services, Memorial regularly performs community health assessments to understand the ever-changing needs of their patient populations and ensure they are offering adequate services to address those needs.

STRATEGIC PARTNERSHIP Offering all these services in a rural setting is no small feat - CAHs like Memorial have the unique challenge of doing more with limited resources. In addition to

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providing quality healthcare services, they must also remain vigilant about their financial viability. Signature Performance Healthcare (SPHC) has partnered with Memorial since 2017 to help optimize its revenue cycle operations.

Justine Olsen, Vice President of Partner Engagement, explains how Signature strives to go beyond staff augmentation to provide an uncommon client experience: “Our SPHC teams offer a tailored approach to how we serve our clients. Building and maintaining relationships with Memorial’s leadership is our top priority. Our people operate as an extension of Memorial’s staff, going the extra mile to integrate with their organizational culture and maintain regular feedback loops with leadership on enhancing revenue cycle operations. This, combined with our optimized workflow and credentialed team of subject matter experts, is what helps Signature provide an unmatched service experience.”

These approaches have led to a top-tier working relationship and have helped Memorial achieve greater financial success. Let’s take a closer look at the

REVENUE CYCLE PROGRAM MANAGEMENT:

timely fashion. Sometimes, a payer may deny a claim for a variety of reasons - including improper coding, contractual terms, coverage limits, or other reasons.

If a payer denies a claim, Signature provides denial management services to quickly identify the root cause and appeal for resolution.

Throughout the revenue cycle, Signature conducts ongoing review and management activities to maintain smooth operations. Some activities include:

OUR IMPACT

•

Developing a tailored approach to optimizing their workflow through an initial review process of Memorial’s revenue cycle model.

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Collaborating with Memorial’s leadership to discuss quality improvement opportunities.

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Overseeing quality assurance and compliance systems to verify that federal, state, and industry regulations are adhered to regarding billing, coding, HIM, and privacy matters.

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Providing Payer Relations services to help navigate Memorial’s contractual spaces.

HEALTH INFORMATION MANAGEMENT (HIM): Once patient care occurs, Signature’s team of HIM professionals performs several important services to keep the revenue cycle churning: •

Medical coders accurately code each encounter based on standardized coding systems in preparation for billing.

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Pre and post-billing audits serve as a quality assurance checkpoint for coding and documentation accuracy.

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Release of Information (ROI) processing gets the right medical records to the right people without compromising protected health information.

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Physician education programs promote feedback between providers and billers to improve documentation processes.

INSURANCE/PAYER BILLING AND RESOLUTION: Once a bill is generated from the coded encounter, the billing team submits it to the payer for processing.

Using a standardized system, this team follows up on these claims regularly to ensure they are paid in a

CLIENT SPOTLIGHT: MEMORIAL HOSPITAL

areas in which we partner with Memorial to enhance their revenue cycle performance:

Ryan Nokes, Revenue Cycle Business Partner, serves as a client account manager with SPHC. In his role, he and his team collaborate with healthcare facilities to ensure financial stability, oversee compliance with revenue cycle operations, and utilize data insights to secure strategic planning for market conditions. He shared his thoughts on how Signature is making a difference through our partnership with Memorial: “We team with hospitals at a local and national level to ensure a significant impact on the financial health and overall revenue performance of a healthcare organization.

We are improving revenue cycle operations to increase revenue, reduce costs, and improve patient satisfaction. All these efforts help in the success of our clients' future in providing the best possible care and service to their patients.”

Signature Performance is grateful for its business partnership with Memorial. By lowering their administrative burden, we are improving the health of their business and sustaining access to quality healthcare in the communities Memorial serves.

JUSTINE OLSEN

VICE PRESIDENT OF PARTNER ENGAGEMENT

RYAN NOKE S

REVENUE CYCLE BUSINESS PARTNER

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SIGNATURE RECEIVES KLAS DESIGNATION

KLAS

S I G N AT U R E P E R F O R M A N C E R E C E I V E S K L A S R AT I N G O N R E V E N U E C YC L E O P T I M I Z AT I O N Being designated as a Best in KLAS business is no small feat for commercial healthcare companies.

KLAS Research is a trusted and impartial research firm dedicated to the commercial market of healthcare (think of them like a consumer reporting agency, only for healthcare organizations).

The KLAS rating system is used to help healthcare organizations identify other highquality partners and clients who provide the solutions and services they may be looking for.

The organization conducts research on hospitals, payers, and vendors in the industry through a two-fold assessment:

QUANTITATIVE EVALUATION KLAS analyzes data from a scored quantitative evaluation completed by real company clients.

This process helps identify key trends and insights into an organization’s overall performance.

CLIENT INTERVIEWS KLAS conducts interviews with clients in the areas of Loyalty, Operations, Product/Service, Relationship, and Value. Clients are not handpicked by the organization being evaluated, which provides a more authentic story of business-client relations.

Once these assessments are completed, KLAS develops a composite score for their 18

findings. They share this information with involved organizations and work directly with organizational leaders to provide feedback & discuss solutions.

Signature Performance was recently recognized as one of the industry’s top-tier revenue cycle optimization companies. We received a score of 94.8 on Revenue Cycle Optimization, with 99% of clients and partners giving a positive rating on their experience working with Signature. Our KLAS commentary consistently noted Signature’s depth of knowledge, ability to innovate under unusual circumstances, and willingness to expand and adapt when facing challenges.

Receiving the Best in KLAS designation is a significant achievement for our organization, as it indicates a high level of credibility and trust in how we conduct business. The excellent work our Associates do each day has a direct impact on our KLAS rating. Each positive testimonial from our clients is derived from a real experience or interaction they have had with our teams. This designation proves that our Signature team of industry experts is well-equipped to help reduce healthcare administrative costs and burdens in the United States.

To learn more about Signature’s KLAS designation, please visit, signatureperformance. com/thelink.

THE SIGNATURE EDGE

A S I G N AT U R E P E R F O R M A N C E P R O D U C T I O N

F I N D T H E S I G N AT U R E E D G E A N Y W H E R E P O D C A S T S C A N B E F O U N D.

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 SIGANTURE EDGE HAS 40+ EPISODES DESIGNED TO CONNECT YOU WITH SIGNATURE’S PEOPLE, CULTURE, AND MISSION!

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AUTHOR JON ACUFF VISITS SIGNATURE

AUTHOR JON ACUFF VISITS SIGNATURE In October, Signature Associates wrapped up the second iteration of the Signature Reads program.

Signature Reads is a company-wide professional development program. Signature provides copies of that year’s book and creates several related opportunities to learn and connect. Our goal for this program is to create a space for Associates to connect over common learning and ideas, understand how professional development connects to Signature’s mission, vision, values, and the Signature Way, and recognize and celebrate leadership in the firm.

This year’s Signature Reads book, Soundtracks

by Jon Acuff, was selected to help Associates find the mindset necessary to accomplish their biggest goals. We know a little something about big goals around here. Signature is on a quest to bend the curve of rising administrative costs and burdens in healthcare. We aim to be the foremost healthcare administrative services company in the industry, successfully driving these costs down while improving the quality, access, and cost of care. We know that the people and organizations most likely to reach their goals are the ones who

believe they can. They play mental soundtracks that promote growth, achievement, and positivity, and they turn down the dial on the soundtracks that indicate doubt, failure, or negativity.

More than 400 Associates requested a copy of this year’s book and participated in virtual and live classes, discussion boards, Signature LIVE check-ins, and quizzes. Throughout the organization, we have heard success stories about altered soundtracks and the power of positive thinking.

“I have been heavily affected by this book,” said Kayla Johnson, C4 Representative. “I came into this year and my soundtracks were all negative. I couldn’t figure out how to get my monthly stats, my customer service, and my satisfaction scores all where they needed to be. So, I retired my negative soundtracks and replaced them with and repeated ‘I know this. This is what I do - customer service and reaching out to Veterans and talking to providers.’ And my stats shot up. My selfgrowth is just amazing, and I’m proud that I took the opportunity to read this book.”

“ONE OF THE GREATEST MISTAKES YOU CAN MAKE IN LIFE IS ASSUMING ALL YOUR THOUGHTS ARE TRUE.” - J O N AC U F F, S O U N DT R AC K S: T H E S U R P R I S I N G S O LU T I O N TO OV E RT H I N K I N G

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“I was one of the lucky ones to attend the Jon Acuff event,” said Leave & Benefits Specialist Kim Fryar. “Jon spoke about how we all overthink and how we need to change our negative soundtracks to positive soundtracks. Jon is constantly working on his overthinking and changing his soundtracks to positive ones. This was a reminder to me that we all need to continue working on ourselves.”

AUTHOR JON ACUFF VISITS SIGNATURE

In August, to celebrate the success of the program and to continue the investment in our Associates’ power to turn overthinking from a super problem into a superpower, Signature brought in the author, Jon Acuff, to present to an audience of more than 200 Associates and Signature partners.

Many audience members walked away with reinforced beliefs in the power of positive soundtracks and newfound strategies and ideas for soundtracks.

“I have three pages of notes,” said Project Manager II Jossy Rogers after Jon’s presentation. “I especially like this one: ‘Thoughts come by choice or chance.’ I liked his approach to using empathy and planning to consider where you want to have an impact and make fewer assumptions. He talked about really trying to plan your approach to thinking and framing, which was a good takeaway in intentionality for me.”

Additionally, Jon’s visit to talk with Signature Associates left many audience members with new or stronger connections with their fellow Associates, their managers, and even their family members.

“Jon told us about his book about overthinking for teenagers, Your New Playlist,” Fryar said. “How many of us were overthinkers as teenagers or have teenagers that are constantly overthinking? I know I did as a teenager, and my teenagers are doing this. Before the event, I had told my 16-year-old identical twin daughters about Soundtracks and overthinking. When Jon mentioned this book he wrote with his daughters, I realized that this book could be perfect for them. Guess what they’ll be getting for Christmas this year!”

Some Associates even made new connections with Jon, himself. Before the presentation, several stood in line to get their books signed by the author. Johnson even challenged Jon on his claim that “If you find me, I’ll give you one of my symbols.”

“I met Jon Acuff,” said Johnson. “I approached him and said ‘I’ve read your book so many times. Who goes to the bank to buy pounds of coins?’ I asked him if he happened to have one, and he gave me one of his signature coins from his book. He holds onto it in his pocket, and I have carried it around every day since. It helps me stay grounded and attached to myself. It helps me know that everything is ok.”

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BENEFITS THAT BENEFIT YOU

B E N E F I T S T H AT B E N E F I T Y O U

SIGNATURE’S PARENTAL LEAVE Benefits are deeply personal. They encapsulate your health, your peace of mind, your overall well-being, and your financial security. They extend their reach to envelop your family and your loved ones, proving invaluable when a family member’s health takes an unexpected turn, during moments of celebration like weddings or the birth of a child, and as you dream about your retirement. In essence, benefits are there for you through life’s highs, lows, and everything in between.

than just a policy; it’s a standard we have set, ensuring that all our new parents have the necessary time to nurture their new child and establish a strong foundation for their family.

At Signature Performance, we embrace and celebrate all new parents, regardless of their gender, sexual orientation, marital status, family structure, or location. This inclusive benefit is available to any new parent, be it through natural birth, adoption, fostering, surrogacy, or any other means of welcoming a child into their lives.

Here at Signature, we take immense pride in offering an extensive array of benefits – over 25 and still counting – all meticulously chosen to enhance your total wellness. Whether it’s your physical health, mental well-being, financial stability, or personal growth, our benefits are curated with care, aimed at making your life richer and more secure.

We are thrilled to introduce our Signaturesponsored benefits, each designed to have a personal impact on you, aiming to foster a profound positive change in your life.

This marks the latest evolution of our supportive workplace policies, carefully crafted to empower our Associates to manage their personal and professional responsibilities seamlessly.

We are immensely thrilled for our new parents and eagerly anticipate supporting them in their journey toward building flourishing families.

Our commitment goes beyond just providing benefits; we are dedicated to being an organization that prioritizes health, flexibility, and well-being. Our mission revolves around not just improving our clients’ businesses but also making the lives of the people we work with better. To achieve this, we continually invest in programs and benefits that significantly enhance the well-being of our Associates.

In this exciting year of 2023, we are delighted to unveil a new addition to our Benefit Bundle – Paid Parental Leave. This is more 22

Our parental leave policy is not just a gesture; it’s a bold move that underscores our unwavering support for working families. It builds on the significant strides we’ve taken to invest in our people, ensuring that our Associates not only work in a conducive environment but also thrive both professionally and personally at our company.

At Signature, your well-being is not just a priority; it’s our purpose. We’re here to make the lives of the people we work with better.

We are dedicated to walking this journey with you, ensuring that you and your loved ones experience a life that’s not just secure but truly fulfilling.

BENEFITS THAT BENEFIT YOU

NEWBORNS AND NEW FLEXIBILITY Experience the profound impact of this new benefit through the perspective of Gibril Mansaray, our Manager of Diversity, Equity, Inclusion, and Belonging, and a devoted husband and father of two sons. Gibril was the first father to seize the opportunity provided by this family-focused benefit.

“During my six-week bonding period, amid the delightful chaos of welcoming our new son and the inevitable sleepless nights of parenthood (yes, the struggle is indeed real!), I embraced the chance to reset, refresh, and refocus. Now, my commitment is not just steadfast; it’s an unyielding determination to bring my authentic self to the table. I aim to embrace my unique perspective, champion a culture of empowerment, and inspire others.

Traditionally, the role of ‘nurturer’ has been associated with mothers, but fathers are nurturers too. Our new policy marks a significant stride toward recognizing the importance of genderneutral workplace policies. During my parental leave, I provided crucial support to my wife as she recovered from childbirth, and I tended to our two-year-old’s practical and emotional needs as he adjusted to his new sibling. This dedicated time enabled me to be fully present at home, free from workplace concerns, ensuring I could return to my role at my very best.

Now, after six transformative weeks of parental leave, I am back at work, invigorated, and prepared to create a significant impact. As a passionate leader, my mission remains steadfast – to ignite the flame of purpose in others.”

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SPIRIT WEEK RECAP

SPIRIT WEEK 56% of associates participated in one or more spirit week activities 22% of associates participated in ten or more spirit week activities

more than 2672 courses were completed in signature you over 400 associates subscribed to ‘the link’ we collectively packaged over 5,000lbs of food for the foodbank 287 associates attended the special ospar edition of signature live more than 100 associates joined our internal facebook group more than 300 spirit week pat on the backs were sent 182 associates participated in our new spirit week buddy program

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SPIRIT WEEK RECAP

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PERFORMANCE CONVERSATIONS

PERFORMANCE CONVERSATIONS Performance conversations are designed to be two-way discussions that demonstrate courage, integrity, and respect. They should never be a one-way download, only sending information from the manager to the Associate. With a robust focus on two-way exchange, we can reduce conversational imbalances that might dampen interactions between managers and Associates.

Performance-based conversations also help organizations track progress, measure success, and identify areas that can be improved upon over time. When done effectively, these conversations provide a valuable framework for both Associates and managers to work toward success. When utilized correctly, they can help both parties reach their desired outcomes while keeping fairness, consistency, and performance goals contextually aligned with our company culture.

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Every manager I talk to wants the same thing - that everyone on their team is wildly successful and performing to the highest levels. Achieving that goal takes some elbow grease, and it starts with frequent performance-based conversations. Recently, I read a headline from Gallup that caught my eye. It said, “Performance-based conversations are the most important habit you can have as a manager.” Wow. That’s a big proclamation. Our recent S14 Associate engagement data backs Gallup up and shows the importance of meaningful conversations. Based on the data, there is a staggering 97.9 point difference in an NPS between Associates who have had a meaningful conversation with their manager to the ones who haven’t.

SO, WH AT DO P E RFO RM A N CE - BASE D C ONV E RSATI O N S LO O K LIKE A N D HO W AS MA NAGE RS DO WE LE A D T HE M WE LL?

MARK YOUR CALENDAR One of the first things we can do as managers is make sure we are scheduling time for performance-based conversations with our direct reports regularly. I prefer weekly one-on-ones but sometimes every other week is more realistic. As simple as it sounds, scheduling a meeting or connection time makes the conversation more likely to happen. For me, I make my meetings with my direct reports at the same time every week so I can get into a good rhythm. But, scheduling time also allows your team members to come prepared and not be caught off guard.

If you only do an annual appraisal of your team once or twice a year, consider how you can track performance more regularly. And if you can do that, you can coach, give feedback, and manage performance continuously.

It’s not an easy addition to the calendar, but it’s the most effective thing you can do as a people leader right now. Also, it’s important to note, that these meetings can be as short as 20 minutes. Gallup research shows that having a meaningful 20-minute conversation is much better than not talking at all and even better than a long low-impact conversation.

P R E PA R E A N D P R E PA R E S O M E M O R E As managers, our life moves fast. So, we need to have systems in place to help us drive meaningful conversations. For me, I keep a grid with all my direct reports listed. When I see something great, if I can’t tell them immediately, I write it on my grid. If I see something that I think would help take their performance to the next level, I write it down immediately. I have seen other managers keep a spreadsheet open on their computers all day - each tab is a different direct report and they track items that would be good conversation topics.

Developing a system that doesn’t take much time is the key to being the most prepared for important conversations with your direct reports.

PERFORMANCE CONVERSATIONS

Performance-based Conversations For Managers

ASK HIGH-GAIN QUESTIONS While one-to-one conversations allow you to share your perspective on how your Associate can grow and excel in their role, these conversations also allow you to gain context on how your direct report is doing and how you can plug in to help them grow and belong.

Michael Bungay Stanier’s book, “The Coaching Habit, Say Less, Ask More, and Change the Way You Lead Forever” offers five great questions to help drive your conversation: These questions are designed to help you kickstart conversations, narrow your focus, and look for solutions together. As a leader, I have personally found these questions to be very helpful in prompting my curiosity, adapting my support to meet Associate needs, and understanding my direct report in a greater depth.

WHAT’S ON YOUR MIND? AND, WHAT ELSE? WHAT’S THE REAL CHALLENGE HERE FOR YOU? WHAT DO YOU WANT TO HAPPEN? HOW CAN I HELP?

EMBRACE THE SOUND OF SILENCE One last pro-tip for really great conversations, sit in silence. As mentioned earlier, performance conversations are two-way discussions, not one-way downloads. Implementing a strategic pause plays an essential role in the two-way nature of these conversations.

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PERFORMANCE CONVERSATIONS

Our Associates might be mustering up the courage and looking for the right time to supplement the conversation, so sometimes silence is the best opportunity for us as managers to ensure their voices are heard. I’m not saying this is easy, but sometimes by implementing a strategic pause, you will gain valuable insights and perspectives that you might have missed.

K N O W T H E B OT TO M L I N E Conversations matter. One-on-one time with your team is essential to helping everyone reach their full potential, and it is a great privilege as a manager to be able to pour into each of our Associates as we serve our big mission of improving the health of our clients’ business and making the lives of those we work with better.

Performance-baseD Conversations For Associates To an Associate, ‘performance conversations’ may sound a lot like “It’s time for your (dreaded) annual performance evaluation!” Though they sound similar, let the record show that these conversations are meant to realize your potential and unlock the resources necessary to exceed it.

F L I P T H E N A R R AT I V E Whether it was in an early childhood classroom or around the family dining table, we as children were usually advised not to talk back to our elders. Although well-intended, this advice conveys that our elders may hold the power and ultimate say, quieting our inner advocate. At some point along the way, society mistook self-advocacy as back talk, but I am here to tell you that you know you best.

When it’s your performance on the topic of conversation, there is immense value in having your voice be heard, respected, and above all else, valued. Self-advocacy is the ability to articulate your needs and make informed decisions about the support necessary to meet those needs. Performance-based conversations play a key role in an Associate’s ability to advocate for their needs!

U S E F E E D B A C K TO F L O U R I S H Asking high-gain questions that invite powerful feedback will help your career at Signature flourish.

Utilize your next performance conversation as an opportunity to collaborate with your manager and establish a strategic plan to achieve an uncommon career in healthcare.

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Recognizing a job well done is an essential part of our culture. When it’s time to celebrate your talent, ask: “Have you seen improvements in [area your manager asked you to work on in the past]?”

“What stands out to you as one of my biggest successes or achievements since our last conversation?”

To ask more of yourself is to exemplify the Signature Way. When it’s time to elevate your impact, ask: “Are there any stretch assignments I could take on in the coming months to develop new skills?”

“How would you suggest that I approach learning [new skills] and applying it to my role?”

Associate-led development at Signature is a mindset.

When it’s time to capture your career aspirations, ask: “In the future, I’d like to [professional goal you have]. What do you think I need to do to get there?”

“I’m interested in learning more about [another area of your role]. How could I go about doing this?”

When managers realize an Associate’s needs, they are better equipped to help them reach peak performance.

MAXIMIZE BUFFER TIME The nervous connotations surrounding performance conversations can be felt by both the Associate and the manager. Being personable is important, but don’t derail the entire performance conversation with topics that are easier to chat about. When nerves begin to own your conversation, discuss programs that nurture professional growth or avenues to belong in our workplace culture.

We understand that voices matter. Performance-based conversations have the potential to clarify an Associate’s vision, intensify managerial support, and forge new opportunities at Signature. It is collaboration and targeted communication between Associates and their managers that propels Signature toward our mission of improving the health of our clients’ business and making the lives of the people we work with better.

Signature Performance was born with an ambitious goal to transform the healthcare industry beyond our wildest dreams. With nearly twenty years under our belt, we have crafted an exceptional pool of talent that has the same desire, and we aren’t done yet. In 2023, we said we need more - more talent, more ambition, and to be a little more uncommon.

Signature’s Internship Experience was born from the belief that we can achieve more when we pour into the growth and development of the next generation of business professionals. We seek confident, driven, and inventive Interns who are in pursuit of more, and we’re better because of them.

Intentionally designed, this experience encompasses an in-house Leadership Lab, a dedicated team of Associates for Intern support, and an opportunity for personalization.

“Signature Performance recognized the promising talent and abilities of young people pursuing higher education, many of whom are seeking viable experiences and real-world skill sets that aren’t otherwise available in the confines of a classroom,” Andrew Ciochetto, Instructional Designer, said. “Described as active and intentional, the experience’s strategic programming and learning outcomes directly support the development of future professionals and empower them to thrive through a healthcare career.”

From being perfectly matched to a department that aligns with the Intern’s objectives to selecting a research topic they are passionate about, Signature understands the value of creating an experience that serves our mission and the individual’s personal and professional development aspirations. After all, it is

INTERNSHIP SPOTLIGHT

EMPOWERING THE NEXT GENERATION. ACHIEVING MORE IN HEALTHCARE. the collective effort of individuals that ultimately leads to transformation.

Signature’s Compliance team recently welcomed two Interns to their team and has felt the impact of those fresh perspectives. Both recent graduates of Arizona State University’s Healthcare Compliance and Regulations program, Joti and Nimo interact with Associates from many pockets of Signature, navigate corporate etiquette and processes, and apply their undergraduate knowledge to various compliance initiatives.

“Our Interns have been instrumental in helping us dedicate more time to researching emerging compliance communication methods and legislation. They have played an integral role in reviewing and updating our robust collection of policies, realigning them with Signature’s recent branding update,” Kate Massey, Vice President of Contracts and Compliance, said. “It has been our distinct pleasure to host high-caliber Interns in Compliance and play a part in preparing these young individuals with promising talent for careers in healthcare.”

We have been blown away by the capabilities of our young talent. In 2023, our Interns rose to the challenge, elicited brilliant results in our compliance pursuits, and delivered on our desire to be a little more uncommon. 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 nurture the next generation of professionals in healthcare through our Internship Experience.

"The Compliance team excels at assigning projects that foster skill development. These skills encompass research, writing, data interpretation, and professionalism. These projects enabled me to implement the seven key elements of compliance effectively.”

"Since I joined the Signature team, I acquired the ability to proficiently conduct research and honed my skills in forging connections within the company. Furthermore, I gained a deeper understanding of myself and my Strengths through the Gallup survey."

Nimo Guhad, Compliance Intern

Joti Kaur, Compliance Intern 29

TRUSTED FRIENDSHIPS AT WORK

BUILDING TRUSTED FRIENDSHIPS AT WORK AND WHY IT MATTERS. B Y M A R K M AT H I A | C H I E F E X P E R I E N C E O F F I C E R

What if I told you, I have the secret to boosting your overall happiness, maximizing your performance, and improving your overall well-being? I piqued your interest, didn’t I? While there are many trends, tips, tricks, and habits out there that will help improve your life and your career - there’s one constant - having meaningful connections with friends. According to Gallup research, only 2 out of 10 Americans say they have a best friend at work. Why is it that more people don’t take the time to make meaningful connections in their careers?

If you don’t have a trusted friend at work, do not despair! It’s never too late to forge a new friendship and build great relationships at work. Here are some ideas for how you can meet new people and friends at Signature: Attend A Connection Point Event - at Signature, we have designated events that inspire professional development, friendships, traditions, and service.

These events are a great way to meet people.

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of remote work is you get a snapshot of everyone’s personal life - if you are on a Teams meeting and see something interesting in the background (books, a pet, or even artwork), ask them about it.

Take A Signature YOU Course - learning something new together is a great way to be introduced to people across the organization. Many of our classes include small group exercises, and you never know who you might connect with.

Join An ALOHA Pod - our in-house well-being program, ALOHA, is set up to assign you a pod to go through the program with. During this 40day journey, you can meet people from across the organization.

When making connections, it takes bravery to put yourself out there and to go first. Take initiative and be the friend that you would like to have.

Look For Great Work - if you see someone do something great, let them know! Everyone loves to get a Pat on the Back and be noticed for the important work they are doing.

I think it’s also important to remember building a friendship doesn’t happen overnight. It takes time and commitment to build trust and rapport with someone new. Research tells us that it takes 90 hours to go from stranger to friend and another 100 hours to go from friend to trusted friend.

Digital Meeting Connections - One of the best parts

Having a trusted friend in the office can bring a sense

HOW DO YOU NURTURE YOUR FRIENDSHIPS AT WORK? “We hold each other accountable. We give advice, solutions, and answers to unknown questions or situations. We also keep each other humble, motivated, and calm by telling jokes and letting out our frustrations to each other.” - Bre Johnson, Provider Experience Representative

WHY IS IT IMPORTANT TO HAVE A TRUSTED FRIEND AT WORK?

“I rely on my work bestie to tell me the truth, no matter if it’s hard. She is amazing and comforting when I need it.” - Beth Cioffi, Claims XM Coding Consultant

“It makes work more fun. It doesn’t feel like you are working when you are making a difference and getting to do all of it with one of your best friends.

You never feel alone, and the support factor is always there.” - Blake Eilers, Operations Manager

“Being resources for each other, it is always great to get feedback on situations that you know someone else has been faced with. Our friendship is all about pep talks, small talk, discussions, advice, and so on.”

- Jessica McDaniel, Operations Manager

“Having a trusted friend at work means I know I always have support and someone to confide in. We celebrate the victories, no matter how big or small, and know that we can rely on each other to be honest about everything, and know it's coming from a good place.” - Rachael Lewis, Operations Manager

“I ask them for work advice, share how my day is going, ask questions to help better myself, and try to be there for them, as well.” - Hope Josefiak, CAEC Customer Representative Lead

“Trusted friends at work can be the "X factor", making the good days the best and the bad days not as bad. Mutual support is key with these trusted work friends.” - Nicholas Bohunis, HRIS Data & Reporting Specialist “I have a trusted friend who moved from processing to lead with me. We kept each other going through shifts in responsibilities and shared any information we learned. It made us feel less alone to have the same questions and we worked as a team to search for answers. By having a trusted friend in my department, I can problem-solve, brainstorm, and gain fresh perspectives while sharing important information, “go-to” contacts, the latest news, and updates to ongoing processes.” - Pamela Battiato, Production Support Lead

TRUSTED FRIENDSHIPS AT WORK

of camaraderie and purpose to an otherwise chaotic day, making work seem less stressful and more enjoyable. When you feel like you can depend on someone, it's easier to tackle your tasks confidently, knowing you have someone to turn to if you need help or support. At Signature, our internal data through our S14 engagement survey tells us that 73% of you report having a trusted friend at work. So, we asked you why it is important to have a trusted friend at work and what you do to nurture that relationship.

Looking back, I've realized that having reliable friends in the workplace has been one of the most rewarding experiences of my career. The connections I've established with my colleagues have enabled me to develop, learn, and advance. I've discovered that through dependable friendships, my weaknesses are strengthened, and every project I embark on is completed with excellence. At work, my connections are more than just colleagues; they are my teammates, allies, and friends. Together, we have motivated and inspired each other to accomplish things that we never thought were possible.

Best friends at work are a gift! Of course, they take some work but are so worth it. To have the best work experience possible, having a trusted friendship is part of it. No one should go through life alone and when you spend an estimated one-third of your life at the office, filling that time with a worthy mission and great people makes every day a Signature day.

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IN THE COMMUNITY

SIGN AT UR E IN THE C OMMUN I T Y Signature Performance Associates continually exemplify our mission far beyond their job descriptions, especially when our Associates join forces for the common good. Our Associates are difference-makers who ask more of themselves, contributing to the community in a multitude of ways. Giving back and getting involved in the communities we serve is integral to our uncommon approach to making a greater impact.

SUPPORTING BUSINESS ETHICS Signature recently participated in several educational events hosted by the Business Ethics Alliance. Their annual Ethics Luncheon covered artificial intelligence (AI) and the future of business, featuring a conversation with Dr. Kathy Meier-Hellstern, Principal Engineer and Director of Responsible AI and Human-Centered Technology at Google Research. Several Associates also attended the 15th annual EthicSpace conference where they had the opportunity to hear from insightful keynote presenters and have deeper conversations about ethical workplaces. Signature is a Mission Driver with the Business Ethics Alliance, committing to their standards of ethical business practices and continued ethical development opportunities.

BUILDING AN INCLUSIVE COMMUNITY Our company was proud to sponsor the 2023 Inclusive Communities Humanitarian Awards. Inclusive Communities is committed to powerful human relations work, providing education and advocacy related to the topics of diversity and inclusion. This annual awards program acknowledges and celebrates trailblazers of change who are actively making the Greater Omaha area a more inclusive place to live, work, and thrive. Signature recognizes the importance of a diverse workforce and is committed to creating an inclusive environment where all are empowered to do their best work.

“I was delighted to be a part of an Inclusive Communities event with Signature Performance. Getting to celebrate those in the community inspires me to continue forward with purpose and to lead with empathy and compassion. Signature’s dedication to being present in the community allows me to see all the good we are doing and ways we can continue to grow.”

Milena Barone, Operations Manager

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IN THE COMMUNITY

FEEDING HOPE Two groups of Signature Associates volunteered at the Food Bank for the Heartland as part of Spirit Week 2023. Food Bank for the Heartland offers a variety of programs and opportunities to get involved in addressing food insecurity across Nebraska and western Iowa. Signature Associates helped out by repackaging 3,600 pounds of Salisbury steaks, quality-checking nearly 1,500 pounds of canned vegetables, and preparing packing materials for additional food shipments to the community. Our Associates had a great time giving back while celebrating their Signature Spirit!

I G N I T I N G A C U LT U R E O F E T H I C A L B U S I N E S S P R A C T I C E S The Better Business Bureau (BBB) developed its Torch Award for Ethics to honor businesses that exhibit the highest standards of leadership, character, ethics, and ethical enterprising. Signature was a proud recipient of the 2023 BBB’s Torch Award for Ethics in the Midwest Plains division. Businesses across Nebraska, South Dakota, Kansas Plains, and Southwest Iowa were considered for their ability to put integrity into action. The event featured “Nebraska’s Astronaut” Clayton Anderson, who gave a riveting keynote presentation on how ethics play a role in every single industry – even in space exploration! Signature is a BBB-accredited organization, a significant designation that shows our commitment to ethical business practices.

MAKING LIFE-LONG DRE AMS COME TRUE We sponsored the 2023 Dreamweaver Foundation’s “Boots and Buckets” annual fundraiser. This special organization helps make life-long dreams come true for older adults with life-limiting illnesses. No matter the size, these unforgettable experiences offer hope and help connect seniors with their loved ones. It was an honor for our organization to participate in this inspiring program.

“Being able to attend one of the fundraisers this year allowed me to see the direct impact that we are having in the community. I was filled with joy as they showed the stories of some of the terminally ill seniors and their last wishes. I am proud and grateful to be part of a company that supports numerous causes.”

Faviola Martinez-Perez, Accountant II

SERVING THOSE WHO SERVE Members of Signature’s leadership were honored to attend the 2023 At Ease USA Benefit Luncheon. At Ease USA is an organization committed to providing active military, Veterans, and more with cost-effective treatment for post-traumatic stress disorder (PTSD). This annual benefit event raises funds for essential services, including behavioral health services, peer support programs, and other opportunities for service personnel to connect. As a sponsor of this special event, we are helping make significant strides in eliminating barriers to effective PTSD treatment. Signature is committed to improving the healthcare experience for our nation’s Veterans and military personnel.

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HALF-DAY ORIENTATION EXPERIENCE

I N T RODU C ING S IG NATU R E ’S

1/2 DAY EXPERIENCE FIRST IMPRESSIONS MATTER. WHAT AN ASSOCIATE EXPERIENCES ON THEIR FIRST DAY AT SIGNATURE PERFORMANCE CAN LEAVE A LASTING IMPRESSION THROUGHOUT THE REMAINDER OF THEIR CAREER WITH SIGNATURE AND BEYOND. THAT’S WHY SIGNATURE INVESTS IN CREATING A THOUGHTFUL, ORGANIZED, AND INCLUSIVE HALF-DAY EXPERIENCE FOR NEW HIRES TO GET CRUCIAL INFORMATION TO HELP THEM SUCCEED IN THEIR ROLE FROM DAY ONE AND MAKE VALUABLE CONNECTIONS THAT WILL SUPPORT THEM THROUGHOUT THEIR TIME ON OUR SIGNATURE TEAM.

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“Orientation has been a great setting for new Associates to find common ground with other new hires,” said John Scheneman, Operations Experience Manager, who presents during the half-day orientation experience. “Before training, they can get to know the stories of other people in their class.”

Omaha-area training classes attend the orientation session in person on one of our Omaha campuses, but half-day orientations are also conducted via Zoom for our new Associates who are working remotely. Did you know that Signature has Associates in 48 states accross the country?!

“With the majority of our Associates working remotely from Day 1, it is difficult to connect with other Signature coworkers,” said Scheneman.

“We are setting the tone in orientation that we want to encourage friendships at work.”

Many Associates can confirm that they made connections during orientation and training that have lasted throughout their Signature careers.

“I have 24 new best friends,” said Kayla White, CAEC Customer Representative. “Our class is in a group chat together, and we still help each other out to this day. So much support!”

New hires at any job have questions. Our orientation model allows time for our new teammates to ask their questions and process the new information.

“We all had the same nervousness and questions anxiety,” said White. “But our shared emotions brought us much closer together.”

Ultimately, we hope that the orientation experience allows Signature Associates to feel part of the Signature culture and family from the moment they start their employment with us.

“I believe that these new Associates can feel from the start that they are valued,” said Scheneman. “Signature doesn’t look at them as a number, but we see them as part of the Signature family. When Associates feel valued like this, they are more engaged with their training as they discover their job expectations.”

HALF-DAY ORIENTATION EXPERIENCE

Previously, Associates would start their first day of training with a brief overview from our Talent Operations team. We noticed that this didn’t give our new teammates time to learn or ask questions about everything Signature has to offer. So for the last two years, we have invited new hires to attend a half-day experience session to learn all about Signature’s culture, mission, vision, values, opportunities for growth and development, and what to expect during training and beyond. Since its inception, more than 900 Associates have experienced our half-day orientation experience.

In addition to the benefits felt by new Associates, our presenting team also finds the half-day experience to be extremely valuable to their own work. The team includes a representative from the Talent Operations, Experience, Operations, and Compliance teams.

“Half-day orientation is my favorite thing to do,” said Tara Brooks, Associate Relations Specialist, who presents the Talent Operations portion of the day. “I have the privilege of meeting our Associates on their first day as a part of the Signature family. I can make the type of connections that humanize Talent Operations and help our new Associates feel comfortable with reaching out when they need us. I am here to support our Associates at any stage of their journey, and it starts with the first step, orientation.”

As we continue to welcome new Associates to our organization regularly, we hope the half-day orientation experience continues to be successful and inviting.

“I really appreciated the community feel of the orientation,” said William Leverson, Provider Experience Representative.

“Additionally, I learned a great deal about Signature Performance and the company's mission. The whole orientation team was so inviting and encouraging. I can honestly say the orientation helped motivate me to do well and be a member of the team for as long as I'm able.”

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STATE SPOTLIGHT

S TAT E S P OT L I G H T :

ARIZONA AS SIGNATURE CONTINUES TO GROW, SO DOES OUR REMOTE WORKFORCE. MAINTAINING A SENSE OF COMMUNITY AMONG ASSOCIATES REMAINS A TOP PRIORITY AT SIGNATURE PERFORMANCE. WE CURRENTLY HAVE EIGHT ASSOCIATES AND TWO INTERNS LIVING AND WORKING IN THE STATE OF ARIZONA. WE WANTED TO KNOW WHAT THEIR EXPERIENCE IS LIKE AND HOW THEY STAY CONNECTED TO SIGNATURE AND THEIR TEAM MEMBERS. M A L I N D A S A N T I A G O, C A E C C U S TO M E R R E P R E S E N TAT I V E I like working at home, given my health issues. Arizona is good if you love the heat like I do. I live in the desert and there are many little creatures here in the area. I reach my team members through email and Teams chats. I work with great people!

C A R O L I N E M A S S E Y, C O M P L I A N C E & C O N T R A C T S A N A LY S T My experience living in Arizona is quite hot but enjoyable! I love our hiking opportunities available across the state. I try to stay connected to Signature virtually through events, such as Signature LIVE, and I appreciate that I get to visit Omaha as well throughout the year. Our Compliance and Contracts team is fully remote, so we stay connected with virtual team events; my personal favorite is hot cocoa with Compliance in December! Of course, our annual Corporate Compliance and Ethics Week in November of each year is when we connect in person and remotely with fellow Associates.

B E O N C A O R T E G A , C A E C C U S TO M E R R E P R E S E N TAT I V E My favorite part about living in Arizona would have to be the mountains. They are so beautiful and stand tall with elegance and confidence and that is how I want to be in my life. They remind me to keep reaching for my goals.

I stay connected with my team and job through our Teams platform; it is an excellent tool to stay connected and not feel like you’re alone. We are still part of the workplace even though we work from home.

KRISTEN NIEDERMEYER, MEDICAL CODER I live in central Arizona at a high altitude, so the weather here is milder than in southern AZ. I love this state and the beautiful desert. There are many things to do, so many hiking trails and campgrounds.

The wildlife where I live is amazing, always a constant presence of elk, lizards, and coyotes right in my neighborhood. I enjoy photographing wildlife and going to the trails in the mountains.

Being fully remote, it can be challenging to get to know other Associates and stay connected with my team. I think Teams helps! We try to touch base with each other this way and it has been a huge help. I am always a message or phone call away if I need help or a team member needs anything.

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SIGNATURE LIVE

JOIN US ON ZOOM

W E D N E S D AY S AT N O O N !

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.

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C HE E RS TO YO U !

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CHEERS AND ANNIVERSARIES

Let’s give a round of applause to CAEC Customer Representative, Renita Shelly! She was recently working with a Veteran and his wife who said she did such an amazing job! They said she was very professional and helpful. She took her time to explain the process and answered all their questions so they could understand the process and know what to expect. The Veteran said if he had a gold star, he would give it to her. Great work Renita! Thank you for all that you do for our callers!

CHEERS AND ANNIVERSARIES

Associate celebrations & KUDOS

Congratulations to Amy Cataldi, Talent Acquisition Business Partner, for her recent Employing Abilities at Work Certificate from SHRM. This program aims to educate human resource professionals, managers, and business leaders about the benefits of providing a more equitable, diverse, and inclusive workplace for individuals with disabilities.

Thanks for ensuring Signature is an inclusive place to work, Amy! Kudos to C4 Provider Experience Representative, Audrea Welch! A Veteran recently expressed his appreciation for Audrea and the care he received. They stated, "She is wonderful. The VA needs 1,000 of her. I have never been helped with as much consideration. I was blown away, and I can't explain what she means." Thank you for giving our Veterans outstanding service, Audrea!

Cheers to ChampVA Provider Experience Representative, Troy Farley, who received a kudos call from a beneficiary who said it was such a delight working with him. Troy went above and beyond and was very knowledgeable. They said they could tell he really loves his job and thanked Signature for hiring an employee like Troy. Great job!

Congratulations to Shaloe Nations Hodges on her recent certification: Disciplined Agile Scrum Master (DASM). This certification is awarded by the Project Management Institute to help people, teams, and organizations streamline their processes. Way to keep learning, Shaloe!

Special shoutout to C4 Provider Experience Representative, Brad Walton. The spouse of a Veteran wanted to recognize him. She explained that Brad gave her all the resources to help get her husband’s claims paid and remained patient the entire time, ensuring she had all the correct information. Keep up the amazing work, Brad! You make a difference.

A round of applause to ChampVA Provider Experience Representative, Varina Anderson! A provider had nothing but positive things to say about Varina, explaining that she was very helpful and knowledgeable. She also mentioned they accomplished a lot during their hour-long phone call, and Varina was very patient even though she had a lot of claims to take care of! She said her call with Varina was a refreshing way to start her day. Keep shining, Varina!

MILESTONE ANNIVERSARIES

Brent Christoffersen (15) Chris Vairo (10) Katie Jackson (5)

Lisa Medeiros (5) Lynn Steinhauser (5) Steph Shepard (15)

CONGRATULATIONS TO OUR 2023 EMERGING LEADERS GRADUATES! Alexis McGee Ali Christenson Andrea Carpenter Andrew Hershey Beth Cioffi Bre Johnson Bre’Yonka Crosby Cherrell Lee Christeena Petersen

Christopher Fontenot Dave Bennett Deliliah Currie Faviola Martinez-Perez Jason Leichner Jessica Dykstra Jordan Nichols Joseph Garcia Kayla Johnson

Kim Fryar Kywana Mumphrey Leeanne Braaten Liz Jones Lynne Klein Mark Rine Markisa Kelly Nataya Thomas Nicole Becker

Nicole Bence Pam Battiato Richard Cooks Sandra Stephens Scott Cover Shaloe Nations Hodges Steven Walls Tabitha Eele Taylor Shipley

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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