From the Desk of Allen Fredrickson Word
Associate
State
Signature
The
Signature
Celebrating
To
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FROM THE DESK OF
Allen Fredrickson
Founder and Chief Executive Officer
As 2024 comes to a close, so does the wonderful celebration of Signature’s 20th anniversary. I hope you enjoyed the look back at Signature’s history via our social media channels and were able to participate in one of our 20th-anniversary celebrations either in person or virtually.
Approximately 20% of businesses make it to their 20th anniversary. Signature, we are in rare air, and I often reflect on what makes Signature different from the majority.
Over the years, I have seen the Signature team work with urgency, have the ‘X’ factor, an esprit de corps, or simply put they have obsessiveness that propels them to unparalleled heights.
You have permission to obsess. Because average never changed the world.
Obsession requires a relentless focus on the right things. One of the tenets of the Signature Way is “I will be a difference maker”. Difference makers are focused on making a positive difference. Not confusing effort with results, nor activity with productivity. Work hard on what matters and seek meaningful work.
Are you focused on the impactful things? Are you laser-focused on your goals? Is your work competitive with the industry’s best?
To obsess means that you care deeply and are driven to be the best at what you do
Our mission of improving the health of our clients’ business and making the lives of the people we work with is centered on caring. Caring about our clients and partners and caring about the people we surround ourselves with every day.
Recently, a group of Signature operations managers demonstrated this in an impactful way. We had an excess of claims that needed to be reprocessed. A group of 21 managers raised their hands and said they wanted to help. They worked nights, weekends, and even a holiday weekend to re-process the claims and make sure providers were paid. That’s care for our client.
Finally, obsessed colleagues commit completely. Two words that are easy to say and hard to do. Committed people find a way. Healthcare needs committed people. The market is screaming for what Signature offers and the market needs to experience us - the special us. But we all need to be committed to lowering healthcare administration costs and burdens in the United States. We need to be committed to performing at the highest levels. We need to be committed to each other looking for ways to grow our business.
As we close the year - I challenge you to measure your level of obsession. Ask yourself - do you have a relentless focus on the right things? Do you care deeply and embody our mission in all that you do? Are you completely committed to making a difference in healthcare?
This I know, you can be assured that Signature is committed to you, our clients, and making an impact in healthcare.
It’s our moment to rise up and obsess!
Carpe Diem,
Word on the Street
Word on the Street offers a platform to amplify the voices of our Associates and showcase the remarkable work they do each day at Signature Performance.
This quarter, we asked: “As we approach the end of 2024, which project, milestone, or accomplishment are you most proud of? How does your work contribute to Signature’s vision of transforming healthcare?”
Jami Finn CAEC Customer Representative
In 2024, I had the honor of working on the Optum Scheduling contract. I am extremely proud to be a part of that contract, and I am especially grateful to have been a part of the specialized team for Behavioral Health so I could assist Veterans in scheduling the care they deserve. This work always has a huge impact on Veterans’ healthcare, and they are always grateful to have their care scheduled sooner rather than later. I am proud to be a part of streamlining the healthcare experience for our veterans.
Nick Larson Systems Engineer
As we begin to wrap up the year, we want to highlight the ways we’re impacting Signature and transforming healthcare. We started this year with some critical moments regarding our IT systems and security. Several weeks were spent identifying new VPN solutions, working with vendors and partners, and finally deploying new technology products that provide better security and a better user-experience for our Associates. This project took the coordination of several teams to make big things happen. I’m proud to be one of the front-line engineers who engaged with the product and tailored it to the solution we needed here at Signature. By maintaining secure data and systems, we ensure our vision by continuing to be a trusted leader in the healthcare industry.
Erica Becker Medical Coder
Medical coding is one of the most important aspects of the healthcare industry. It is responsible for translating information into a universal language that can be understood by insurance companies and other medical professionals. This information is used to generate bills and track payments. One of my accomplishments this year has been the ability to meet and exceed my metrics for production as well as accuracy with my coding. I strive to do my best work at Signature to support those goals every day.
Alicia
Viner
CAEC Customer Representative
The thing I’m most proud of is the work we do to better the lives of Veterans. The countless hours of dedication , attention to detail, and the passion to ensure each notification is input correctly so providers can give the care our Veterans deserve. We wholeheartedly provide customer service to the highest degree, ensuring our Veterans don’t have to worry about a thing. The love and dedication we put into this work, not just from myself but from my team and the CAEC department as a whole, is amazing to me. We love what we do here, and in doing so, the lives of our Veterans are much better for it. I am proud of what we do here at Signature and happy to log in each day to make our mission my mission.
John Smith Senior Application Developer
My team and I have so much to be proud of in 2024. Currently, I’m working on rewriting our eligibility processing, collaborating with the Development Team on Multi-Engine, and supporting 835s and Prior Year Accumulators. In addition, I was also promoted from EDI Developer to Senior Application Developer. It’s an honor to work alongside an amazing team of managers, developers, administrators, Quality Assurance professionals, business owners, analysts, and product managers who serve our clients with pride, passion, and excellence. They’re truly the best in the industry!
Michelle Ritzen Medical Coder
I really enjoy helping my teammates in any way I can! I am proud to be helping my team stay up to date with our current month of coding. I am also happy to have finished my CEUs (Continuing Education Units) promptly this year. Healthcare professionals and medical coders are obligated to obtain CEUs to stay current in our professions. Each day, I try my best to be someone my team and manager can always count on. One way of doing this is by obtaining and maintaining 95% coding accuracy and coding productivity. This will help us reach our mission of lowering healthcare administrative costs in the United States.
Associate Master Class:
Be the Teacher
“At work, my thoughts and ideas matter.”
Each year on our annual S14 Engagement Survey, we ask Associates if they believe this statement is true. We know that every individual has unique expertise, and when those thoughts and ideas are shared, they can leave an enduring impact.
One of the newest ways Associates can share their important thoughts and ideas is through our Associate Master Class program. Associate Master Classes offer an exciting platform for Associates to share their passions, knowledge, and stories on topics that align
with Signature’s mission. These short digital courses are created by Associates at a variety of levels and from various departments throughout Signature. Each Associate Master Class covers a single topic meant to spark curiosity and share actionable skills and ideas.
Instructional Designer, Andrew Ciochetto walks with the Associate through every step of the course creation process.
“After the Associate gets manager approval and shares their idea, that’s where the fun begins,” Andrew said. “We’ll meet a couple of times to talk about their
idea and turn it into a digital course. Many times, an Associate comes in with a good idea and we turn it into a great idea. When it’s ready, we film their presentation and make sure everything looks professional and polished.”
Creating a Master Class is not only a great way for Associates to make their thoughts and ideas heard, but it’s also a perfect opportunity to develop leadership skills and practice public speaking and presentation skills in an encouraging space. Andrew supports the Associate Masters throughout the process and Digital Producer II Addison Stoddard edits their presentation video for a professional finish.
“I help the Master think about what they want others to get out of their course,” Andrew said. “A lot of Associates have not thought about what the learning goal is or how it can be accessible to others. I can help the Master deliver the content in the best way so people absorb the information. This program is a great way to highlight people so that when opportunities come up, people remember them. I want to make our folks memorable.”
Just like the world-famous MasterClass online classes, the best lessons come from the Associate Masters when they bring their unique perspective, experience, and creativity to a topic. For example, Provider Experience Representative Jay Watson has a Master Class about how his experience as a military Veteran helped him develop practical strategies for handling stressful situations.
Others are crafting courses based on their experiences at Signature, in previous careers, or outside of work. Everyone can be a Master, regardless of title or role.
“A lot of mastery comes from self-identification,” Andrew said. “The other part of it comes from experience or having a story to tell. A lot of times we think we can only be Masters if we have a title or a degree, and that’s not necessarily true. Everybody can learn from someone else. If it’s teachable to someone else, that’s what makes you a Master.”
Teaching an Associate Master Class is a unique opportunity to make a meaningful impact. By sharing their knowledge, these Masters become part of something far more significant, a growing movement
that ignites a spark of innovation and passion, fueling ideas that spread far beyond a digital course. And learners reap tremendous benefits, too. Associates have 24/7 on-demand access to the Associate Master Class courses on Signature YOU. These courses provide unmatched access to experts around the organization.
Looking to apply for a new role? Watch Talent Acquisition Manager Tatiem Bender teach about crafting the perfect cover letter to complement your resume. Then hear Operations Manager Stephanie Kafka talk about preparing for the interview.
Want to connect with more Associates at Signature? Watch strategic ally Melanie Mills teach about the value of the handwritten note. And hear Operations Manager Steven Walls talk about how to stay positive, motivated, and engaged while working remotely.
And more Masters are crafting their lessons as you read this. Look for new expert advice and insights dropping in Signature YOU all the time. And if you’re interested in creating an Associate Master Class, the topic options are endless.
“If you have a lesson you’ve learned throughout your career, I’d love to hear it,” Andrew said. “Specifically, Associates are craving more content about interview skills, corporate etiquette, communication, building trust, and mental health awareness.”
Associate Master Classes foster continuous learning and strengthen connections by building a supportive environment where ideas and experiences are shared. It’s more than just a group of courses. This program is an example of Signature’s dedication to knowledgesharing and professional growth.
This platform is designed to not only enhance the skills of each participant but also contribute to the overall mission of Signature Performance by creating a thriving, engaged, and knowledgeable workforce.
“Not a lot of other companies have something like this,” Andrew said. “We‘re focused on our people and making sure that Signature is here to help them grow.”
Renee Rodgers: Outlook Rules and Filters
Renee’s Master Class teaches Associates how to create rules and filters in Outlook to organize their inboxes efficiently.
Renee is a master at this topic because she not only uses these features herself, but she also helps other Associates utilize these tools every day in her IT Customer Service Support role.
“Some people think IT can be intimidating,” Renee said. “I’m hoping this course helps people see that IT is not a scary or unapproachable group. We’re not just here for the end of the world when a computer won’t start. We can help with many other things, too.”
For Renee, tech tips like establishing
inbox rules or optimizing screen settings often come up naturally during her support calls regarding other technology issues. These quick, practical tech tips can easily make a big impact for the userexperience. So when she heard about the Associate Master Class program, Renee realized she had the perfect topic for a course. Once she shared the idea with Andrew, Renee’s course creation process went quickly. She decided to treat the filming process as though she was talking to someone on the phone.
“This is just me and this is what I would do,” she said. “In my video, I even thought to myself out loud and they kept it in the video. It showed my personality. That’s just me. This is how I talk to people on
phone calls.”
By sharing her expertise in a relatable and approachable way, Renee hopes her Master Class not only teaches Associates useful Outlook techniques but also encourages them to see IT as a supportive and accessible resource.
Overall, Renee said the process of creating a Master Class was enjoyable and helpful. If there is a topic you think will benefit your a wider audience, then you should consider creating your own Master Class.
“Associate Master Class can be about anything you want,” Renee said. “It’s about being creative and sharing your unique skills and perspectives to help benefit others.”
“This was extremely useful information,” Nathan Young, CAEC Customer Representative, said. “I had no idea that you could do this. This will definitely save me a lot of time and energy, and I know it will help many others do the same.
Thanks, Renee!”
Steven Carlisle: The Power of Positive Words
Steven’s Master Class teaches Associates how the right words can transform conversations, relationships, and even mindsets.
As an Operations Manager, Steven has witnessed how words can have a great impact. A shift in his own selftalk has allowed Steven to pursue greater opportunities.
“I thought about some of my own experiences of not challenging myself or volunteering for things because I didn’t think I had enough experience,” he said. “But when I ended up doing it, I realized we can stop ourselves from growth opportunities based on our thought patterns.”
His team’s focus for the year is accountability and responsibility.
“As leaders, we need to know how to convey, express, and manage ourselves,” he said. “We have to be aware of how we feel and how we present ourselves to others. I have to manage Steven first before I manage any situation.”
Steven loves motivating others to lead and manage themselves. By giving others permission to be themselves, even flawed, he’s able to help them see greatness.
“I want my team to say ‘My manager was there for me. Someone believed in me.” Steven’s class teaches that a single word can have negative power, too.
“Sometimes we deal with heavy conversations, especially with our Veterans,” Steven said. “And
sometimes we have our own heavy situations in life. One word that’s not well thought out could send a conversation into a spiral when we’re here to uplift one another. We have to be intentional and deliberate.”
During the creation of his Master Class, Steven was very careful about the words he chose to share. As a spoken word performer, he’s not shy about public speaking, but he has some powerful words of encouragement for other Associates who may be interested in producing their Master Classes.
“If you want to do a Master Class, I encourage you to really know your content so you can express yourself and convey the right message,” Steven said. “Really learn your message and speak from the heart.”
“I love Steven’s idea of positive self-talk,” Abby WorkmanErtz, CAEC Customer Representative, said. “We get so caught up in the negative that we beat ourselves up regularly. We are strong, wise, good people! It’s time we give ourselves some credit.”
California State Spotlight:
California is often celebrated for its diverse landscapes and vibrant culture. With stunning coastlines, majestic mountains, and expansive deserts, the state offers a variety of outdoor activities, from surfing in Malibu to hiking in Yosemite.
Culturally, California is a melting pot. From delicious food scenes in Los Angeles to artsy spots in San Francisco, there is a flavor for everyone. With its mix of natural beauty, diverse culture, and tons of opportunities, it is no wonder so many people want to call California home!
Signature Performance currently has twelve Associates who have planted their roots in California, but that doesn’t stop them from making connections. Hear how some of them are building relationships and staying up to date on all things Signature.
John Sperry IT Technical Analyst
One of my favorite things about living in California is the incredible year-round outdoor activities. In winter, you can hit the slopes in the Sierra Nevada and then drive down to enjoy the coast all within the same weekend! If you visit, you should definitely try skiing or snowboarding at Mammoth Mountain. The views are stunning, and the thrill of winter sports is unbeatable!
To navigate my remote work setup while staying connected to Signature and my team, I focus on maintaining open lines of communication. I use regular check-ins to ensure everyone is on the same page and to foster collaboration. I recommend taking advantage of the social events that Signature offers to get to know people on a personal level. If you’re comfortable, you can also reach out to someone whose work you admire and ask for a one-on-one chat. Building relationships takes time, but being proactive and open will help you create meaningful connections!
Kaylene Hagerty Medical Coder
It may be one of the more expensive states to live in, but there is a good reason for it. There is a little bit of everything for visitors in California. The weather is amazing and if you travel just a few hours, you can see completely different terrain. Hiking trails, lakes and rivers, wineries, art, ocean and beaches, beautiful historic cities, small quaint towns with deep roots in gold mining history, and so much more! I can’t pick one as my favorite but I don’t have to...you can do it all!
I use Teams to interact with others on my team about work and at times that leads to connections on other, more personal things. I would encourage everyone to lean on their team for collaboration and share more about themselves during those conversations. Building relationships is a two-way street!
Matthew Suchoski ClaimsXM Supervisor - Software Application Development
My favorite part about living in California is the pleasant climate. Being near the beach, mountains, and desert provides endless opportunities for year-round outdoor activities. When visiting SoCal, a must-do is cruising the Pacific Coast Highway (PCH) which is one of the most scenic road trips you can experience. It hugs the coastline and offers breathtaking ocean views while cutting through various coastal towns each with its unique appeal.
Staying connected while working remotely requires effective communication and collaboration tools. I rely heavily on Microsoft Teams for messaging, online meetings, and video calls. Weekly one-on-ones and team meetings also provide good opportunities for connection. For anyone looking to make new connections, I suggest utilizing professional platforms like LinkedIn and trying to attend either in-person or virtual conferences for additional networking opportunities.
Satasia Brown Contracts and Procurement Analyst Specialist
I love the weather here in California! It’s almost always sunny. I also love that you can go about two or three hours in any direction and be in a different environment. If you visit California you should travel the coastline from Los Angeles to San Diego on the Metrolink - it’s a beautiful view you won’t want to miss.
One thing that helps me as a remote Associate is having a quiet peaceful space. This allows me to engage and focus. I make sure to check on my team frequently to ensure we stay connected outside of the weekly department meetings. I definitely suggest anyone looking to make new connections check out Signature YOU and Signature LIVE events and sign up for training or any networking events hosted by Signature. These are all great opportunities to learn about the firm and connect with fellow Associates that you may not have otherwise had the opportunity to connect with.
Coaches Corner: Ending The Year On A High Note
Mark Mathia | Chief Executive Officer
As the year ends, it’s an excellent opportunity to reflect, recharge, and prepare for a fresh start. I like to call this “ending the year on a high note,” as it can set a positive tone for the coming months. This concept is based on the idea that our memories of experiences are greatly influenced by our most positive moments and how those moments ended. So, take the time to finish the year well and set yourself up for a strong start in the new year.
Here are five positive psychology coaching tips to help you close out this year and enter the next with enthusiasm!
1. Reflect and Celebrate Your Achievements
Before jumping into next year’s intentions, take a moment to reflect on what you’ve accomplished this year. Grab a notebook and write down everything you’ve done, even the small achievements. Did you learn a new skill? Build stronger relationships? Overcome a challenge? Celebrate these successes! Recognizing your progress boosts your confidence and reminds you that you can do great things. By the way - you are capable of great things!
2. Practice Gratitude
Gratitude is a powerful tool that shifts our focus from what we lack to what we have. As the year ends, acknowledge and appreciate the experiences, lessons, and people who have influenced you. Keeping a gratitude journal or sending thank-you notes can boost your mood, strengthen relationships, and promote a positive mindset for the new year. I love this reminder about the importance of gratitude: “Gratitude makes sense of our past, brings peace for today, and creates a vision for tomorrow.” - Melody Beattie.
3. Create a Vision Board for the New Year
Harness your future by creating a vision board that showcases your goals, dreams, and aspirations for the upcoming year. Collect images, quotes, and symbols that inspire you and unleash your creativity! This board
visualizes your desired path in life and helps keep those intentions at the forefront of your mind. Display it in a prominent location to remind you daily of the exciting possibilities in the new year.
4. Set Intentions Instead of Resolutions
New Year’s resolutions can often feel overwhelming and may lead to feelings of failure by February. Instead, consider setting intentions. Intentions focus more on the mindset you want to adopt rather than strict goals to achieve. For example, instead of saying, “I will lose 10 pounds,” you might express the intention to “nurture my body and embrace a healthy lifestyle.” This approach promotes a positive relationship with your goals, allowing for flexibility and personal growth as the year progresses. Setting intentions is like planting seeds in the garden of your life; it gives you the edge to nurture growth and blossom into your best self.
5. Plan for Joy
As the saying goes, “You make time for what matters most.” Why not set aside time for joy in your life? Let joy take a front seat as best you can. It’s easier to accomplish than you might imagine. Reflect on the past year and consider what brought you happiness—was it time with loved ones, outdoor adventures, or even winning at work? Plan to include more of those types of activities in the coming year. Prioritizing joy can lead to a more fulfilling year ahead. Better yet, joy makes good business sense. I believe that joy is the fuel that ignites creativity and builds resilience; in both business and life, it transforms challenges into opportunities and fosters a connection that inspires shared success.
As you close the chapter on this year, remember that it’s not just about marking the passage of time; it’s about celebrating who you are and everything you’ve experienced. With these five positive psychology techniques at your disposal, you can end this year on a high note and prepare for a vibrant new beginning.
Your Signature Story Is OUR Signature Story
WE’RE WORKING ON SOMETHING NEW AND IT IS ALL ABOUT YOU!
We are so excited to share a fun new way to voice your thoughts at Signature. Think of it as a visual of Signature’s cornerstone events, your hobbies, your interests, the ways you’ve poured into your communities, your hot-takes, your favorite memories to fondly look back on the year, and more.
Our inaugural 2024 Associate Voices publication will be hitting mailboxes early next year. If you want to get involved in our 2025 edition, here’s how!
GET INVOLVED!
Each month, you can take part in the monthly poll. These typically make their debut in our digital Monday Memo. To help us bring this project to life, you can also opt-in to our Associate Photo Submission Texting Prompts. You’ll periodically receive prompts to request various photos to feature in our project. Opt in using the QR code to ensure you never miss a prompt!
A Steadfast Commitment To Associates In The Armed Forces
Today, there are over 20 million Veterans and service members in America. They are our neighbors, co-workers, friends, and family members. At Signature Performance, we are privileged to have many Veterans and service members among our workforce.
Our Commitment
Signature recognizes and deeply values the dedication, courage, and selflessness of Veterans, service members, reservists, and National Guard members. These brave men and women have faced challenges most can only imagine, yet they return home with a steadfast commitment to serve, in different ways, their country and their communities.
At Signature, we believe that by welcoming the military-connected community into our workforce, we
not only honor their contributions but also harness their invaluable skills, experiences, and dedication to further our mission of improving the health of our clients' business and making the lives of the people we work with better.
Signature Performance remains proudly committed to supporting the military service of our current and future Associates. Our Talent Acquisition and Operations teams have crafted a distinct strategy to recruit, retain, and develop members of the militaryconnected community, ensuring they have a pathway to thrive and contribute to our mission.
First Lieutenant (1LT) Prisca (Pixie) Marcus Xavier
Commander, 325 Field Hospital Headquarters Company IT Compliance & Security Manager, Signature Performance
Service Member Spotlight
First Lieutenant (1LT) Prisca (Pixie) Marcus Xavier Commander, 325 Field Hospital Headquarters Company IT Compliance & Security Manager, Signature Performance
Born and raised in Sri Lanka, Pixie moved to the United States in 2010 and was directly commissioned into the United States Army Reserves in August 2020. Her military career began in the Medical Services Corps where she served as a Health Services Systems Manager, aligning with her education in Health Informatics.
Not long after beginning her civilian career as a Provider Experience Representative at Signature Performance, she was called upon to move across the country for two weeks with her unit. Leaving a new role so soon would be daunting in most places, but John Scheneman and the Signature team ensured Pixie could support her unit without sacrificing her new career.
Between four-week and ten-week training stints in Independence, Missouri, Signature’s support remained unwavering as her responsibilities as a leader grew. Since commissioning, Pixie’s leadership roles in the Army have evolved from Lodging-inKind Coordinator to Commander of the 325 Field Hospital Headquarters Company, where over 150 soldiers report to her.
In parallel with her journey as an Officer of the United States Army Reserves, Pixie’s civilian path was evolving. Often working from the road between Oklahoma and Missouri to honor her responsibilities, Pixie’s dedication caught the attention of the IT and Project Management departments.
"Pixie is dedicated to those she serves, ensuring they feel supported. Her willingness to be brave and have difficult conversations at all levels of the organization, along with her exceptional collaboration with others, drives consistent and measurable progress,” Jennifer McCallister, Director of Information Security, said.
“The growth she experiences at Signature and in the Army are reciprocal; everything she does for the Army enriches her role at Signature, while her experiences at Signature propel her advancement through the ranks in the Army."
Her latest promotion at Signature to IT Compliance and Security Manager marks a proud culmination of her dedication both to her civilian career and our country. Throughout her journey, Pixie has found joy and fulfillment in her dual roles, grateful for the team at Signature that continues to support her aspirations and military service.
Celebrating Our Legacy with Joy and Unity SIGNATURE SPIRIT WEEK
Signature Performance Spirit Week: (proper noun) // A vibrant celebration of camaraderie and creativity, where Associates come together for a week of activities that honor Signature's legacy and foster lasting connections.
For twenty years, Signature’s vibrant history has been shaped by our dedicated Associates, and Spirit Week 2024 was the perfect occasion to reflect on—and celebrate—this legacy. This year, we brought back classic theme days, and Associates nationwide showed up in style, sharing photos and capturing the spirit of Signature.
A Festive Start with a Virtual Kick-Off Party
For this first time in Signature history, we hosted a Virtual Kick-Off Party on October 24th, welcoming over 100 remote Associates from across the country. Each attendee received a special treat delivered right to their doorstep, adding an extra touch of excitement. The night buzzed with energy as everyone joined in on a trivia game highlighting Signature’s rich history, setting the tone for the week ahead.
Themed Days and Signature Pride
Spirit Week officially kicked off the following week on October 28th with Signature Gear Day, where Associates sported our colors with pride. Each day brought a new theme that encouraged everyone to embrace a bit of fun and creativity. Crazy Hat Day had Associates reaching for their most outrageous head-wear, from fedoras to hats with beloved movie characters. Pink Day was an honorable ode to October as Breast Cancer Awareness Month. Sports Fanatic Day encouraged friendly competition as Associates dressed in the jerseys and colors of their favorite sports teams. Our Associates rose to the occasion, embracing each day’s challenge with enthusiasm and creativity. It was a joyful reminder of the creative and dynamic spirit that defines us as a team.
A ‘Spooky’ Evening of Fun
This year’s on-campus event embraced the Halloween spirit with Spooky Spirit Night. Associates, along with their friends and families, gathered at the office on October 29th for an evening of fun, complete with treats, games, and plenty of smiles. Seventeen cars decorated in Halloween style were ready to host our first-ever Trunk-or-Treat event. Associates put on a tough competition with trunk themes ranging from Jurassic Park to Toy Story. With over 475 guests in attendance, the event was a fantastic success, bringing our Signature community together in celebration.
A Celebration of Connection and Community
At Signature Performance, Spirit Week is more than just a series of themed days; it is a time to come together, celebrate our shared history, and deepen the connections that make our organization uncommon. Building meaningful relationships is a top priority, and Spirit Week serves as a joyful reminder of the camaraderie and unity that define us as a team. We look forward to many more years of celebration and connection!
“People are the backbone of our organization and this event, like every other event I have attended at Signature Performance, illustrates the commitment to uplifting people as a principle and a priority.”
“I thought it was really cool when we were able to celebrate with our loved ones at a work event! We are inspired by the support of our families, so to join them with the Signature family was an amazing experience!”
“Signature does an excellent job at keeping inclusion top of mind. It feels great to feel like I am part of something.”
Simplified Coordination of Benefits with Signature’s eOHI Expertise
The advancement of healthcare technology has transformed not only patient care but also the administrative processes that support it. One significant advancement is the development of Electronic Other Health Insurance (OHI) services, which play a critical role in ensuring efficient claims processing, coordination of benefits, and the reduction of healthcare administrative costs for both providers and patients. Signature Performance’s team of healthcare experts have end-to-end knowledge of the revenue cycle and can help ensure efficient coordination of benefits from patient enrollment to final claims payment.
What is Other Health Insurance (OHI)?
Other Health Insurance (OHI) refers to any health insurance coverage a patient might have beyond their primary health plan. This can include various types of secondary insurance, such as Employer-sponsored health insurance, Government-funded plans like Medicaid, TRICARE, or Veterans Affairs (VA) benefits, dental or vision insurance, or supplemental insurance policies such as accident or disability insurance.
For healthcare providers, understanding a patient’s OHI is crucial because it allows them to bill insurance providers correctly and ensure that healthcare claims are processed in a timely and efficient manner. With administrative costs in the U.S. making up 40% of all healthcare costs, incomplete or inaccurate patient insurance information can add stress to an already complex process. In cases where a patient has more than one form of coverage, coordination of benefit services are used to determine which insurance plan pays first and how much of the remaining balance the secondary insurer, or patient should cover.
Simplify with Customized Solutions
Detecting Other Health Insurance (OHI) information and maintaining databases can be a huge administrative undertaking for insurance companies and healthcare facilities alike. The benefits of partnering with administrative experts like Signature Performance, include having a more efficient way to safeguard funds, improve quality, reduce customer
service issues, costly rework, and resolve payment recovery challenges.
When it comes to coordination of benefits, you want assurance that you are working with the most up-todate information. Our team has designed a real-time discovery engine that includes defined and reliable connectivity to the nation’s top payer databases. Our optimized solution is able to identify the highest volume of billable OHI policies and ensures accurate and complete third-party insurance information. In fact, Signature’s eOHI solution has increased our clients average return by up to 43%.
Through our methodology, only validated data resulting in a billable policy is identified. Our system allows for increased transparency, false positive prevention, match verification, and the validation of insurance policy information for claims to be billed and paid correctly. Our discovery process optimizes the number of validated insurance policies, ultimately allowing our clients to coordinate benefits effectively and meet healthcare compliance regulations.
Partner with Signature Performance
Signature’s eOHI services allow healthcare providers, insurers, and patients to efficiently coordinate the use of multiple health plans, reducing the need for manual paperwork and minimizing the risk of errors in billing and claims processing. Our team is revolutionizing the way healthcare providers manage insurance claims and coordinate benefits by automating processes to improve efficiency, reduce costs, and enhance the overall patient experience. As technology continues to advance, these services will become an integral part of healthcare operations, driving further innovation and improved outcomes for providers, payers, and patients alike.
At Signature, we improve not only our clients’ business, but the healthcare industry at large by finding better ways to leverage technology, talented people, and industry-leading processes to lower healthcare administrative costs. Our eOHI approach is built on best practices and security standards that have proven to uncover legitimate instances of eOHI for effectively coordinating benefits.
Signature Reads 2024 A Journey of Learning, Connection, and Growth in the Workplace
Unlocking knowledge and fostering connections, the Signature Reads program isn’t just about books—it’s a journey toward a more engaged and thoughtful workplace.
This annual program, which was first launched in 2022, aims 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.
After three successful years of the Signature Reads program, we can confidently say this program benefits both the participants and Signature Performance as an organization, which ultimately translates to higher performance and a greater impact in the healthcare industry.
Research shows that reading can improve cognitive function, foster empathy, enhance written and verbal communication skills, inspire creativity and innovation, and reduce stress.
In addition, we have discovered that Associates who participate in the Signature Reads program are more likely to stay at Signature. The program boasts a roughly 80% retention rate for participants.
When our Associates and our organization are given opportunities to grow and thrive, like the Signature Reads program offers, we get one step closer to fulfilling our mission of improving the health of our clients’ business and making the lives of the people we work with better.
This year’s program featured a unique twist. Instead of us all reading the same book, the 95 Associates who participated chose from 58 titles, grouped into 12 topics like healthcare, leadership, Strengths, and connection. This way, each reader could select a topic that felt most meaningful, relevant, and timely for them. And this gave Associates a chance to explore some of the titles that
are always available in our Signature Library.
“I really love that I can be a part of a program at Signature specifically for something I love so much like reading,” said Gabi Remedies, Provider Experience Representative, who read The Power of Moments by Chip Heath and Dan Heath.
Even though they read different titles, participants were able to build connections and meet other Associates who were interested in the same topic. Each topic had an ongoing Teams chat to discuss their books while reading. Then, in October, the readers gathered at a virtual celebration to share their final takeaways and recommendations.
Many readers left the discussion with new titles on their reading lists, like Senior QA Specialist Christeena Petersen who was intrigued by Provider Experience Representative Jay Watson’s review of Business Made Simple by Donald Miller.
“Thank you so much for sharing, Jay,” Christeena said. “This book is going on my reading list. It sounds like it has so many valuable takeaways. Thank you for the reminder of the importance of our personal purpose!”
Finally, participants read the reviews provided by each reader and identified the Books of the Year for their category - the books they believe more Associates at Signature should read. You can check out their list on the right.
“This experience was so fun,” said Toni French, CAEC Customer Representative who read Soundtracks by Jon Acuff. “I can’t wait for the next session!”
The title for Signature Reads 2025 hasn’t been unveiled yet, but Associates can expect more information early in the new year. Until then, those eager to read some of our favorite books from this year’s program can head over to the Signature Library in Signature YOU to explore these and other great titles.
Associate Book Recommendations:
Business & Finances
Business Made Simple | Miller
Connection
How to Know a Person | Brooks
Supercommunicators | Duhigg
Exceptional Service
Be Our Guest | Disney
Unreasonable Hospitality | Guidara
Goals & Motivation
All it Takes is a Goal | Acuff Leveling Up | Leak
Healthcare
An American Sickness | Rosenthal Beyond the Walls | Neuwirth M.D.
Positive Mindset Soundtracks | Acuff
Leadership
Leading with the Heart | Krzyzewski
Small Brave Moves | Bianchi
Managing Others
Leading from Anywhere | Burkus
It’s the Manager | Clifton & Harter
Productivity & Habits
Atomic Habits | Clear
Self-Care & Well-Being
Fringe Hours | Turner
Stillness is the Key | Holiday
Strengths
How Full is Your Bucket | Rath & Clifton
Veteran Stories
Make Your Bed | McRaven
“Be Our Guest was really good at piecing together all of the small details and showing how these details create a big picture. The strategies will work in any business. The big picture is a company’s culture and what defines it. I was able to see how Signature Performance applies the same principles to create our company culture.”
Deb Gude
Provider Experience Representative
“Unreasonable Hospitality makes a significant impact on what service can be. I really enjoyed this book and the message behind how hospitality helps others grow. The stories were great and the overall message is inspiring.”
Andrew Ciochetto Instructional Designer
“All it Takes is a Goal will blow your mind and turn you upside down on how you write goals! It’s a phenomenal book!”
Toni French CAEC Customer Representative
“Atomic Habits is a really good book with so many key takeaways. Changes that seem small and unimportant at first will compound into remarkable results if you’re willing to stick with them. And once a good habit is formed, it is unlikely to be forgotten. Finally, keep going even if it’s only a 1% improvement.”
Estell Moore
Provider Experience Representative
“I really enjoyed how Beyond the Walls brought the hypothetical changes that could happen in the healthcare field into reality through examples and stories of how changes are taking place right now. It’s also broken up really well into digestible sections, which made it a nice read and great resource to go back to.”
Kristy McGuire
Provider Experience Representative
Celebrating Signature’s 2024 Emerging Leaders
Congratulations to our 2024 Emerging Leaders graduates! We’re thrilled to see the positive ripple effects of your journey as you continue to impact Signature Performance and inspire those around you.
Emerging Leaders is Signature’s nine-month, in-house leadership development lab. This program empowers our Associates to embark on their unique leadership paths while grounding them in the core values and principles that define our organization. During this transformative journey, participants engage in core classes, essential engagements, formal mentorships, and learning symposiums. They expand their leadership skills and forge meaningful connections with their peers.
We sincerely thank Dangie Jansen and Melanie Mills, Signature’s Emerging Leaders Program Leads, and Mark Mathia, Executive Sponsor, for their invaluable guidance and support. We also thank our senior leadership teams and the many subject matter experts who invested their time and expertise to ensure an exceptional experience for this year’s cohort.
We proudly celebrate the graduation of 40 dedicated Associates who have completed the program. Thank you for embracing new challenges and laying the foundation for a brighter future at Signature Performance. We can’t wait to witness the positive impact you’ll bring as you continue to grow as leaders within our organization.
Andrea Batten Benefits Manager
Connie Mantle Provider Experience Lead
Emerging Leaders Class of 2024
Andrew Ciochetto Instructional Designer
Crystal Lankford Provider Experience Representative
Jamie McEvoy Provider Experience Lead
Jay Watson Provider Experience Representative
JoAnna Bonham Senior eOHI Discovery Lead
Ashtyn Hebert CAEC Customer Representative
Deb Gonzales Provider Experience Representative
Jeannie Hamilton CAEC Customer Representative
Katrina Weber Product Owner
Kayla White CAEC Customer Representative
Christina Gill Provider Experience Lead
Dru Selders Provider Experience Lead
Clay Delcoure IT Systems / Desktop Support
Greg Kafka Talent Operations Generalist
Jennifer Brady CAEC Customer Representative
Jeremy Garfield Workflow Analyst
Ken Ford Operations Manager
Lacey Pousson Provider Experience Representative
Laurie Ipsen Provider Experience Representative
Nathan Young CAEC Customer Representative
Emerging Leaders Class of 2024
Lily Keogh Executive Support Specialist
Nayeli Molina Provider Experience Lead
Renee Rodgers IT Support Service Specialist
Toni French CAEC Customer Representative
Sarah McCoy Provider Experience Lead
Tori Antley Provider Experience Representative
Lucia Felipe Provider Experience Representative
Nick Bohunis HRIS Data & Reporting Specialist
Shannon Foster CBO Operations Lead
Valerie Manzer Production Support Lead
Maggie Korczyk Provider Experience Lead
Noor Radjabu Database Administrator
Montana Moore Payroll Specialist
Renee Castillo CAEC Customer Representative
Thuy Nguyen Provider Experience Representative
Varina Anderson Provider Experience Lead
Tiffany Washington CAEC Customer Representative Lead
Yaffa Richmond CAEC Customer Representative
To Signature: In Honor Of Our Years
By Amy Hennings | VP of Organizational Experience
In the year two thousand four, a vision was born, with dreams to soar, Allen Fredrickson, with purpose true, set out to make the healthcare world anew. Business services for health, the call, forty medical facilities, standing tall.
By two thousand seven, the scope had grown, expanding skills and knowledge shown, Health Information Management, a new door, coding, auditing—services galore. Referrals, authorizations, and case care, helping health systems everywhere.
Five years passed, and Signature thrived, with awards in hand, they had arrived. Only half of startups see this day—But Signature carved its special way.
In twenty-thirteen, the mission expanded, to include payers, new goals were branded. Claims processing for the nation's best, signature rose to meet the test. A larger role in healthcare's tale, supporting both payer and provider without fail.
Ten years later, in twenty-fourteen's light, Signature reached an unmatched height. Private sector joined their fold, a broader vision, clear and bold.
Payers, providers, both public and private, an all-encompassing role they did ignite. In twenty-fifteen, a milestone bright, Five hundred Associates, a proud sight.
A legacy of service, innovation, too, a team of talent, all coming through. A Signature legacy, placed with care, in the industry, we forever share.
Fifteen years passed, and Signature shone, one thousand two hundred strong, we’d grown. A center of excellence, a new frontier, improving experiences far and near. Claims made clearer, with guidance and care, a patient’s journey, with Signature there.
In twenty-twenty-one, a breakthrough in mind, ClaimsXM arrived, technology refined. Faster, smarter, more cost-efficient, improving healthcare, patient and client. A revolution in claims, a service divine, Signature’s vision, now truly aligned.
From respectable beginnings to industry height, Signature’s journey, a shining light. With each milestone, we’ve paved the way, For better healthcare, day by day. Through passion and purpose, our path was clear—Signature’s legacy, forever near.
Exceptional Customer Service: Essential to Healthcare Transformation
When our team at Signature Performance launched our first-of-its-kind Customer Contact Center in 2019, we set out to transform how customers experience healthcare customer service. Since the launch in 2019, Signature Performance has successfully offered full-service contact center solutions including processing healthcare claims inquiries, claims resolution, referral management, and care coordination for over five years and counting.
Our industry-best talent, streamlined processes, and state-of-the-art technology solutions have greatly reduced administrative burdens and costs by maximizing efficiencies and by providing exceptional customer service for our clients and partners. As we celebrate Customer Service Week, we are proud to reflect on the impact our team has made for not only the customers we serve but for healthcare as a whole.
The Importance of Exceptional Service
The business of healthcare is not only Signature’s profession but also our calling. We understand the importance of providing excellent customer service because healthcare is for everyone. Whether you are an expecting parent, a child of an aging parent, someone who requires a specialized treatment plan, or simply in need of a routine check-up, it is essential that people can not only access the healthcare services they need but that they can understand and navigate the process with comfort and ease.
Our team of customer service representatives is passionate about providing a customer experience unlike anything the industry has ever known. Since the launch of our Customer Experience Center in 2019, our team of Representatives has successfully answered over 15 million incoming calls. Signature
is proud to provide our customers with timely, accurate service via communication platforms that best suit their needs. By responding to our customers’ needs with accuracy and timeliness, we know we can help reduce administrative burdens and costs while also improving patient satisfaction.
As the healthcare ecosystem grows increasingly more complex, so do the inquiries and scenarios that customer service professionals experience in their daily interactions with customers and clients. Signature Performance operates a nationwide Customer Experience Center, offering support services to healthcare providers, Veterans, and their families. Our specially trained team of over 750 Customer Experience Representatives have both the subject-matter expertise and the compassionate insight to solve our customers’ challenges while also helping them feel understood and valued. Although AI Chatbots are on the rise and a valuable asset to delivering high-quality business results, we know that many people still prefer to speak with a live agent about their healthcare challenges. With a portion of our representatives available 24 hours a day, seven days a week, Signature Performance is available to tackle any incoming challenge with the knowledge, sensitivity, and personalization that our customers deserve.
When Signature set out to transform healthcare in 2004, we knew the importance of going above and beyond for our customers. On average, patients are 94% more likely to stay loyal to their healthcare providers if they rate their customer service experience as positive. Imagine a world where you could make an appointment, receive treatment, and complete your payment process without any major delays or hiccups. Signature’s team of healthcare professionals is in the business of healthcare to improve healthcare efficiencies and reduce administrative burdens and is proud to routinely receive Customer Satisfaction Scores of over 96%. We are dedicated to improving the health of our clients’ business and making the lives of the people we work with better through our industry-best customer service and continued commitment to improving healthcare.
Best Moments in 2024
As another year wraps up, it’s natural to look ahead, set ambitious goals, and draft plans for what’s next. There’s a hopeful feeling that comes with the turning of the calendar.
But before diving into the new year, there’s one powerful step that can shape your future goals and boost your motivation: reflecting on your biggest wins and best moments.
Celebrating your accomplishments reminds you of what’s going well and sheds light on your strengths, passions, and values. By looking back on what you’ve achieved, you can move forward with purpose and clarity, ready to make the year ahead your best one yet and continue to build a lasting legacy.
Inspired by Jon Acuff’s Best Moments list from his book All it Takes is a Goal, the prompts below can help you build your own list. Use these prompts to reflect on some of the experiences, accomplishments, relationships, and objects which have contributed to your success so far.
Check out some of the responses from our Associates, then use the space provided to write your own list of best moments:
What’s an activity that makes time speed up or slow down for you?
Peter Cialfi | Provider Experience Representative
Something that makes time slow down would definitely be being out in nature. Whether that is hiking, hammocking, or being in the water, nature allows me to take a breather. It’s my safe place to declutter everything going on internally and it allows me to shut off my brain and focus on the sights and sounds around me at that moment. From birds chirping and crunchy leaves to a thunderstorm, I love it all.
Who do you always laugh with?
Dallas
Finn | CAEC Customer Representative
I always laugh with my family, but mostly my wife, Jami. She always has some sarcastic quip or clever remark that can get anyone to laugh, especially since it comes from the quietest person in the room.
If we wrote an over-the-top bio for you on the back of a
Danielle Canovi | Outpatient Coder
Well, it just so happens, I did write a book and I am a published author. My book is on Amazon and LifeRich Publishing. The title of my book is Warriors of Light and, yes, that was a shameless plug. So far, I have had three book signings at Barnes and Noble in my hometown in Missouri. They were all well-received if I could be so bold as to say that for myself. The foreword of the book is really my journey and my family’s journey through life in a fantastical form. I hope you check out the book!
The best gift that I have ever received is a homemade pink rose quilt from my grandmother with the saying “Grandmothers make every day a little sweeter.”
Selena Cardenas | Bilingual CAEC Customer Representative
Some of the smallest joys that come to mind are watching the sunrise or sunset, reading a good book, finding beautiful leaves, seeing my children smile, and lastly knowing I can make a difference every day.
Stephanie Pate | Revenue Cycle Specialist
CAMPBELL COUNTY HEALTH SPOTLIGHT
Building Momentum with Revenue Cycle Success
In early 2024, Signature announced its partnership with Campbell County Health (CCH), a rural healthcare facility located in Gillette, WY. Nearly a year later, this commercial-sector partnership has found its stride and continues to see revenue cycle success.
With a 232-bed hospital and almost 20 specialty clinics, CCH offers a wide variety of services to meet the varying health needs of the patients they serve. While such a breadth of services is inspiring
in a community like Gillette, it also poses complex revenue cycle challenges - challenges that can significantly impact the health system’s operations.
And that’s where Signature Performance is proud to step in. Beginning in January 2024, an estimated 40 Signature Performance Health Care (SPHC) Associates were providing medical coding and HIM management services, as well as handling all insurance billing and follow-up needs for CCH facilities.
In the initial months of our partnership, we experienced growing pains as one does when they set out to transform operational performance. Despite the challenges and transitions, our SPHC team remained steadfast in our mission to improve the health of our clients’ business and make the lives of the people we work with better.
Today, our Associates’ expertise has enabled Campbell County Heath to experience greater coding accuracy and higher clean claim acceptance rates on top of optimization across their many service lines.
Signature’s intervention and support have empowered CCH to lower the administrative costs of healthcare. Our SPHC management team drives success by providing regular operational performance feedback to CCH’s leadership and front-line staff to ensure quality outcomes that meet organizational needs.
Led by Christina Frye, Sr. Director, Revenue Cycle Management, and Courtney Hewitt, Sr. Director, Health Information Management, our Signature Performance Health Care team has been integral to the success of our partnership with Campbell County Health.
Thank you to our SPHC Associates working day in, and day out to carry the momentum forward.
Through collaboration and a personalized approach, CCH has realized greater optimization of its revenue cycle operations, which can be attributed to the strategic knowledge, functional capabilities, and dedication of our Signature team of experts leading our industry-best approach to revenue cycle optimization.
Courtney Hewitt Senior Director, Health Information Management
Christina Frye Senior Director, Revenue Cycle Management
Chris Vairo Chief of Staff
A Game of Career Tetris: Creating a Vibrant and Engaging Professional Journey
By Mark Mathia | Chief Experience Officer
Signature Performance is different from your typical workplace when building a successful career. The traditional approach of climbing the corporate ladder is simply outdated. As an organization, we are matrixed, and each role requires a thorough knowledge of healthcare, leadership, and job-specific skills. That is why we've embraced a modernized concept that encourages Associates to view their careers like a "Career Tetris" game – where each new skill and experience fits together seamlessly, creating a more vibrant and engaging professional journey. For those drawn to Signature by its mission, vision, and values, this perspective invites you to seize opportunities and adapt them creatively to build a fulfilling career.
In our Signature YOU live course, Career pathing at Signature, participants learn how to break free from the conventional notion of climbing
the corporate ladder. Instead, we teach viewing our careers through the lens of the game of "Tetris," a metaphor that emphasizes adaptability, strategic and multi-dimensional thinking, and the integration of new skills and experiences. This fresh perspective not only empowers us to navigate the complexities of our careers, even the setbacks, but also gives us a sense of control and creativity in shaping our professional journey.
One of the most compelling aspects of Career pathing at Signature is our focus on transforming our mindsets. The course introduces the concept of the three types of learning – experiential, social, and formal – and demonstrates how to harness each to foster growth and development. By embracing these diverse forms of learning, we not only continuously evolve and stay ahead at work but also feel more motivated and engaged in our professional journeys. As Lorenzo de' Medici
once said, "Learning is the only thing the mind never exhausts, never fears, and never regrets." This profound insight from the Renaissance era underscores our commitment to lifelong learning.
Embracing The Future Ahead
Embracing the concept of career pathing at Signature is not just about adapting to change; it's about fortifying our resilience and cultivating a mindset of continuous growth. We equip you with strategies to ascend from the depths of career uncertainty, we call this career uncertainty the valley of doubt and teach you how to advance step by step toward your professional aspirations. By strengthening perseverance through challenging times, you’ll figure out the tools you need to overcome obstacles and maintain momentum on your career journey, feeling more prepared and confident in facing challenges.
Remember, every setback is an opportunity to learn, and every challenge is a chance to shine. You'll be inspired to navigate your unique path, turning each experience into a building block for a brighter future.
Navigating career growth requires a multifaceted approach, much like the strategic game of Tetris. Imagine each piece in Tetris symbolizing one of the four levels of career growth – expanding our roles, making lateral moves, resetting, and advancing. Each level offers unique opportunities to align our skills and experiences, allowing us to broaden our horizons and achieve vocational excellence.
As in Tetris, where each piece must be thoughtfully placed to form a cohesive whole, our career progression involves strategic decisions shaping our professional journey. Expanding our roles is akin to a long piece fitting perfectly to clear multiple lines, creating significant progress. Lateral moves resemble the zigzag pieces, filling gaps and diversifying our skill set. Sometimes, we may need to reset and rotate our approach, like repositioning a Tetris piece to fit the everchanging puzzle. Finally, advancing symbolizes the continuous upward movement, where each right move propels us closer to our aspirations. Embrace each piece of your career with intentionality and creativity and watch your professional path transform into a fulfilling, successful, and longlasting journey at Signature.
At the heart of what makes Signature a great place to work is a deep appreciation for the power and edge of taking on new adventures in our careers. Associates are constantly encouraged to seek mentors who can provide guidance and support, build trusting relationships with colleagues, get professional coaching, and remain open to feedback. By doing so, we will expand our knowledge, create trusted friends at work, and cultivate a network of people who care as much about our careers as we do.
At the heart of what makes Signature a great place to work is a deep appreciation for the power and edge of taking on new adventures in our careers.
Signature is not a regular place to build your career, and the insights gained by attending this course deeply enrich our career experiences. At Signature, we are committed to reducing the rising costs and administrative burdens plaguing our industry; this means we are working hard together for a cause larger than ourselves. Part of making this vision possible is embracing our roles and intentionally shaping our journey with passion, integrity, courage, and respect. Together, let's turn challenges into stepping stones and aspirations into achievements.
A Powerful Mission: Signature’s Continued Commitment to Healthcare Transformation
At Signature Performance, we are captivated by our mission of improving the health of our clients’ business and making the lives of the people we work with better. A mission of this nature fits well into the metaphor of being a ‘workhorse’ over a ‘show pony’. While show pony missions may impress stakeholders or adhere to external expectations, workhorse missions are deeply integrated into a company’s culture and truly influence the organization’s direction.
Our mission symbolizes strength, reliability, and the tireless effort we dedicate to reducing administrative burdens in healthcare. It’s the backbone of our strategy, pulling the weight of daily operations and driving us toward long-term objectives. Our mission is deeply integrated into the fabric of Signature, influencing decisions, shaping culture, guiding actions, and aligning teams. It works hard to create value and propel the organization forward.
Why are Mission, Vision, and Values
Direction and Purpose
A clear mission provides a north star for the organization, keeping everyone focused on what truly matters. It answers the fundamental question, "Why do we exist?"
Inspiration and Motivation
A vision paints a picture of the future the organization aspires to create. It’s the dream that Associates and stakeholders buy into, providing inspiration to push forward even when the going gets tough.
Decision-Making and Behavior
Values act as the organization’s moral compass, guiding decisions and behaviors. They define the “how” in achieving the mission and vision, ensuring actions are true to the organization’s identity.
Signature’s Mission Statement
Improving the Health of Our Clients’ Business and Making the Lives of the People We Work With Better.
At Signature, our mission is deeply embedded and essential to our organization’s strategic journey. When paired with our vision and values, we exert a substantial impact on the business of healthcare. Let’s hear from a few of our Associates about what Signature’s mission means to them:
Tiffany Reikofski | Accountant
“Our mission statement makes me feel like Signature truly cares for its Associates. I feel like I matter, and I have experienced how much they care for every one of us. Having been here for a little over a year, I am amazed at how Signature treats all Associates as I came from a very large corporation where you were just a number. I look forward to growing with Signature.”
Christeena Petersen | Senior QA Specialist
“Signature’s mission statement shows a focus on overall well-being. It acknowledges the level of passion that our Associates bring each day, which allows individuals and our firm to excel. Our mission statement fills me with a sense of pride. When I read our mission, I am reminded of who I represent and why I am proud to place my signature on the work I do.”
Amanda Linse | Director, Provider Experience Center
“Whenever I read Signature’s mission statement, I am reminded that I am part of something far bigger than anything I ever thought possible. I know I have an opportunity each day to make an impact, and our mission reassures me that I am in the right place, with other like-minded humans. I am proud to say I spend my time here, at Signature Performance!”
Brittanya Martinez | CAEC Customer Representative Lead
“Our mission makes me feel a strong sense of purpose and motivation. I know our work has a meaningful impact not only on the business of healthcare but also on the lives of the people we work with. Knowing our efforts contribute to the well-being of both our clients and our Associates reinforces my commitment to excellence and drives me to go above and beyond in my role.”
Brianna Gable | Corporate Communications Coordinator
“When I read our mission, I feel inspired to do my best work. A mission of this nature reminds me I have daily opportunities to improve lives and make others feel valued, even in small ways. One of my favorite ways to make the lives of my teammates better is by bringing homemade cookies to share. It’s not earth-shattering, but it is one way I carry our mission forward.”
Associate Kudos
Shout-out to ChampVA Provider Experience Representative, Apole Zekpa! A recent caller had such a pleasant interaction with Apole, that it made her want to call back again. “This was my first time calling in and she was very personable and educated me so that I am more informed moving forward,” said the caller. Nicely done, Apole!
Kudos to CAEC Customer Representative, Tequana Betties. A Veteran recently expressed his thanks after speaking with Tequana. He went on to say her professionalism, empathy, and etiquette were amazing. He said this was one of the best customer service experiences he has had in a very long time and that her kindness and patience set the standard for everyone. Way to go, Tequana!
Special shout-out to Talent Operations Manager Amber Schmit! Amber recently earned her SHRM Certification. The SHRM-CP and SHRM-SCP certifications measure your ability to apply Human Resource principles to real-life situations. Congratulations, Amber!
Hip hip hooray for C4 Provider Experience Representative, Kristen Haberon! A Veteran recently had such a positive experience with Kristen, that they suggested the call be used for training purposes. Kristen was confident, clearly communicated what she was doing and how long wait times would be, and was able to resolve the issue. Nice work, Kristen!
Congratulations to HIM Manager, Christie Mares! Christie successfully passed her RHIA certification today! The RHIA certification is the highest certification offered by the two governing bodies of AHIMA and AAPC. To sit for the certification test, you must have graduated with a bachelor’s degree from an accredited HIM program. Wonderful work Christie!
Hats off to ChampVA Provider Experience Representative, Anthony Arrigo, for his problem-solving! A caller expressed their frustration with a claim lingering from 2023, even though it had been paid. Anthony took the time to call the provider, ensure the Explanation of Benefits was filed correctly, and resolve the issue for good. Great work, Anthony!
Sending congratulations to Business Analyst Chelsea Moses! Chelsea recently obtained a new certification, PMI Professional in Business Analysis (PMI-PBA) from the Project Management Institute. This certification recognizes an individual’s expertise in business analysis and uses these tools and techniques to improve the overall success of projects. What an accomplishment, Chelsea!
Round of applause for CAEC Customer Representative, DeAmber Hulett! A Veteran wanted to let us know how wonderful DeAmber was to her. DeAmber’s positive energy and patience were highlighted during this call. She explained what was going on so the Veteran could understand the full picture - which they very much appreciated. Keep shining, DeAmber!
Cheers to C4 Provider Experience Representative, Jason Valandra! A Veteran called in to make sure Jason got the praise he deserved. The Veteran stated, “I had been on the phone for over an hour, making multiple calls on this claim, and Jason went above and beyond what I was hoping for. He was professional and good at his job. I feel very confident that this was taken care of!” Gold star for you, Jason!
Special shout-out to Rathnakar Addagada and Rhianna Jones for obtaining their Certified Product Owner Certifications! Achieving a Certified Product Owner certification equips professionals with essential skills to drive product success in agile environments. It signifies a deep understanding of Scrum principles, enabling effective prioritization, collaboration, and communication between development teams and stakeholders. Thanks for your commitment to continuous improvement, Rathnakar and Rhianna!
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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.