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The cover photo for Volume II of our 2025 edition was captured by Signature Associate Lauren Johnson in her hometown of Great Falls, Montana. Lauren serves as a VA Claims Processing QA Manager and has been with Signature since January 2015.
A LETTER FROM
Our Founder and Chief Executive Officer
As we approach the halfway point of 2025, I want to take a moment to reflect on where we are — and more importantly, where we are going.
Our first half of 2025 has been one of acceleration. The energy across Signature is palpable. We’re not just moving forward, we’re gaining momentum. And that momentum is powered by you: the people, and the heartbeat of Signature. I continue to hear from our clients, partners, and peers how impressed they are with Signature based on interactions they have with the people they encounter. They specifically remark on us being mission-focused, smart, helpful, positive, and excited. That kind of consistency and character is rare and it’s what makes Signature special.
Much of what I shared early in 2025 remains true. If anything, things have intensified. We are in a strong position financially, and we’re seeing significant growth potential across both our federal and commercial markets. In the federal market, the VA Claims recompete contract and next-generation VA CCN contracts we are involved with offer large opportunities for impact. We feel confident our solutions would serve our government clients very well in terms of helping them achieve their goals. We are laser-focused and determined to do everything we can to win this business. In the commercial market, we are making unprecedented financial commitments to grow our footprint and deliver uncommon value to our clients.
But with opportunity comes responsibility, intensified competition, and scrutiny. In today’s environment, you cannot take anything for granted. The sense of urgency to improve and add value is as high as I can recall. Clients’ expectations are rising, and competitors want our clients just as badly as we want their clients. It’s truly a time when the fittest will not only survive - but thrive. Anyone other than the fittest will lose ground and thus will lose business. We see both scenarios play out every day.
We’ve made strategic changes to how we manage innovation, narrowing our scope to focus on completing work and monetization. We’ve restructured parts of our organization to better align with our mission and performance goals. And we’ve invested in business development, including new team members and legislative partnerships, to ensure we’re not just responding to the market — but shaping it.
We’ve also made leadership changes that reflect our commitment to growth and excellence. These changes are not just about titles — they’re about placing exceptional leaders where they can have the greatest impact. Signature has always been about talent and it’s one of our most enduring strengths.
Longevity. Continuity. Stability. High standards. These are the hallmarks of our leadership — and they are what will carry us into the future.
When I started Signature 21 years ago, we were one of many independent, privately owned companies. Today, we may be the only one of our size and stature still standing. That’s not luck. That’s a testament to our people, our values, and our relentless focus on doing what’s right — for our clients, our Associates, and our mission. It has not always been easy to remain independent; however, we feel it is advantageous. We want and need to capitalize on the unique position we are in.
As we look ahead, I want to challenge each of us to stay focused on what matters most. Let’s continue to innovate with purpose. Let’s lead with integrity. Let’s obsess over the right things. Because being average never changed the world — and Signature was never meant to be average.
Thank you for your commitment, your passion, and your belief in what we’re building together. The future is bright — and it’s ours to shape.
Let’s make this a moment in time when we can shine like never before.
ALLEN FREDRICKSON Founder and Chief Executive Officer
In 2025, our Associates have set their sights on reaching new heights. They are finding new ways to flex their skills, to help us bend the curve of healthcare administrative costs and make the lives of the people we work with better.
Bobbie Bourland CAEC CUSTOMER REPRESENTATIVE
One of my goals for 2025 is to spend more time outdoors and stay active. Working from home is wonderful, but being indoors constantly can make anyone feel a bit stir crazy. I like to use my breaks to get outside with my dogs, and a few evenings a week, I head to the local track to walk a few miles. Even something as simple as that has made a big difference. It helps me return to work more focused, gives my eyes a much-needed break from screens, and leaves me feeling refreshed and ready to continue making a difference in healthcare.
DeNisha Black CAEC CUSTOMER REPRESENTATIVE
One of my main goals this year has been to gain better control over my many responsibilities. I have learned that staying ahead means planning ahead. Things like creating a to-do list and sticking to it have made a big difference in how I manage my day. When I’m more organized, my workflow improves and I can handle calls more efficiently, which means I’m able to support even more Veterans. Working efficiently doesn’t just help me, it helps reduce administrative costs and creates a better experience for everyone involved.
PROVIDER EXPERIENCE REPRESENTATIVE
My goal for 2025 is to take mental health days for myself. While our work isn’t physically demanding, it does require a great deal of mental and emotional energy. We’re supporting people through some of the most important parts of their lives - their health - and that comes with a lot of emotional energy. That’s why I’ve made it a point to step away once a month, fully unplug, and give myself space to recharge - no obligations, just a day for me. Finding ways to take care of myself allows me to continue to pour into others and help advance our mission of improving the health of our clients’ business and making the lives of the people we work with better.
John Boughton
PROVIDER EXPERIENCE REPRESENTATIVE
One of my goals is to help implement ideas from the Associate-Led Engagement (ALE) team and enhance the experience of our valued representatives. By continuously improving their overall experience, we can create a better work environment for all Associates—leading to increased workflow efficiency and positively impacting the work we deliver to our clients and partners.
Kianna Clark
CAEC CUSTOMER REPRESENTATIVE
Two of my goals for 2025 are to “trust the process” and “pay it forward.” These principles apply not only to my personal life but also to the work I contribute to the healthcare industry at Signature Performance. We’re all part of the circle of life, and it’s important to keep growing and improving—not just ourselves, but the lives of many others along the way. It’s my honor and duty to give back to our Veterans—serving each one individually, as they deserve.
My goal for this year is to process claims with speed and precision, ensuring families receive the support they need in a timely fashion. I want to increase the number of claims I process, delivering timely assistance when it’s needed most. When more claims are processed efficiently, we see higher throughput, which can help lower claim costs. Ultimately, it’s about making a meaningful differencesupporting callers faster, easing stress during difficult times, and contributing to a more efficient, responsive team.
Stephanie Hughes
BUSINESS DEVELOPMENT MANAGER
One of my goals for 2025 has been to learn something new every single day. Whether it’s gaining a deeper understanding of federal procurement processes, exploring new tools, or picking up insights from colleagues, this daily commitment to learning has helped me continuously expand my capabilities in my role at Signature. It has also allowed me to play a more active role in coordinating and refining our proposal efforts and supporting partner relationships. These efforts contribute to delivering more impactful and meaningful solutions for the communities we serve.
Women proudly make up 77% of the Signature Performance team and their impact is felt at every level of our organization. Whether they are creating, innovating, or leading with excellence, women are a big part of what makes our workplace thrive. When we invest in learning experiences that support and celebrate our female Associates, we’re not just fostering individual growth, we’re strengthening the future of our entire organization. Because when women come together to learn, lead, and lift eachother up, the whole workplace rises.
Signature’s third annual Women at Work Open Forum and continued participation in the ICAN Women’s Leadership Conference are testaments to our ongoing commitment to empowering our diverse workforce. This spring, Associates of all genders were welcomed to attend these two professional development opportunities and learn more about cultivating successful business skills tailored to the unique challenges and opportunities women may experience in professional settings.
For the third year in a row, Signature kicked off our Open Forum learning series with the Women at Work Open Forum. Signature’s Open Forums offer a unique platform to engage with subject matter experts, explore crucial concepts, and facilitate meaningful conversations.
In this session, we heard more about the unique and powerful ways women positively impact the workplace and connected with peers to discuss personal growth, work-life balance, advancement strategies, and more.
Signature was thrilled to welcome keynote speaker Diane Mendenhall, President of the Omaha Supernovas professional volleyball team, to this year’s Women at Work Open Forum. Diane shared the story of her first 198 days as President of the Supernovas, where she helped build the program from scratch and filled stadiums with record-breaking attendance for women’s athletics. At the conclusion of their inaugural season, the Omaha Supernovas team won the first-ever Pro Volleyball Federation championship.
Diane grew up during Title IX and was among the first group of women to receive college scholarships based on athletic talents. Her passion for advancing volleyball in the United States fuels many of her decisions as an organizational leader. More than winning, the Supernovas are focused on advancing and uplifting people.
“We knew that if we surrounded ourselves and the team with a winning philosophy, the best-of-thebest in operational structure, and talented people, the championships would come,” Diane said. “If you look at our mission and purpose statement, you’ll never see the word ‘championship.’ It talks about people and investing in the community. If we have talented staff, supportive partners, and we get the community behind us, then we can do this. That was the philosophy we launched on.”
Diane went on to explain how the team and staff focused on their shared beliefs and cultivated a positive mindset to produce their desired outcomes.
“Everything you say must point toward your belief.”
- Diane Mendenhall
“How you think determines what you say. What you say determines how you feel. Feelings are byproducts of how you think. If you can control how you think and how you talk to yourself and talk to others, you will control your feelings.”
This belief and mindset resonated with many of our Signature Associates.
“I believe the happier or more balanced you are, whether in work life or personal life, the more productive you will be,” Beth Winn, CAEC Customer Representative, said. “It’s a byproduct of that happiness. I try to find something each day to be thankful for. Sometimes that just means I’m happy that I was able to get out of bed and come to work! I squeeze as much joy out of every second of life because tomorrow is not guaranteed, and I absolutely don’t want to go to whatever comes next with any regrets.”
In her keynote presentation, Diane also talked about the importance of preparation and adjustment.
“Throughout your career and your life, you’re going to experience some unexpected turbulence,” Diane said. “In volleyball, we talk about bettering the ball. If it’s not a good pass, the setter’s responsibility is to make it better. If the set isn’t very good, the attacker’s responsibility is to make it better.”
Rather than thinking about what’s wrong with a situation, Diane says the great ones adjust. This is exactly what two Supernovas players did when, late in the season, setters Sydney Hilley and Natalia Valentin-Anderson each found themselves stepping up in crucial moments.
“These two women sacrificed for the good of the team,” Diane said. “They understood that their time would come, and when their time came, they had to be ready. That’s the ultimate teammate. It wasn’t
about them. It was about understanding they were part of something greater than themselves. Their selfless approach just permeated through this team.”
Signature Associates embody preparation and adjustment every day.
“I feel staying ready is important,” Andrea Carpenter, CAEC Customer Representative Lead, said. “You never know what a day can bring, and staying prepared for what could happen helps me jump on growth opportunities or get the best experience out of everything I do.”
After Diane’s keynote speech, Women at Work Open Forum attendees also engaged in insightful conversations in breakout rooms. Led and facilitated by 12 women at Signature, participants shared their perspectives on personal growth and reflection, work-life balance, motivation, building connections, and networking with other women at Signature.
By providing a dedicated space for discussion and learning like the Women at Work Open Forum, Signature aims to enhance individual career paths, drive innovation, and foster an inclusive workplace that champions equality and diversity.
Signature has been a long-time supporter and participant in the ICAN Women’s Leadership Conference. Each year, the ICAN Conference provides an insightful and authentic look into the leadership trends evolving in today’s workplace.
This year’s theme was Own Your Value. When we reflect upon our value and what we bring to our workplaces, we embody the leadership it takes to own our careers. Through this learning, attendees were inspired to exert their influence, strengthen their self-advocacy, transform their careers, and make a true impact on Signature and beyond.
Roughly 40 Associates from the Omaha-Metro area met in the Signature Arena to view the conference together, network between sessions, and identify ways to put their learning to use at Signature. Signature also distributed 20 virtual tickets for remote Associates to watch the conference from their home offices across the country.
“I’m still buzzing from the ICAN Conference in April,” Cassie Spence, CAEC Customer Representative, said. “It was truly one of my top three highlights of the month! Even virtually, the sense of togetherness, diversity, and contagious energy was unmistakable. I left feeling inspired, empowered, and deeply grateful for the meaningful connections made along the way.”
Participants heard from several experienced and knowledgeable thought leaders from around the globe. The kickoff keynote from Maggie McGrath, Editor of ForbesWomen, was particularly captivating. Maggie encouraged participants to change the narrative around women’s success by telling stories of a woman’s skill, not just her luck.
“I consider both luck and skill to be important,” Tracy Hutchinson, Provider Experience Representative, said. “When I wrote my first book, I was lucky to get a publisher who accepted it right away. I consider myself lucky to have the skills to write stories and to have found a publisher who liked my work. I think it takes both skill and luck to be successful.”
Additional presentation topics ranged from mindfulness and compassion to financial strategies. Associates who participated were tasked with sharing their learning with other Signature Associates, creating a ripple effect that extends beyond the event. Many Associates also plan on using their conference takeaways in their personal lives.
“I’m raising little boys who will know that women and girls are just as powerful as they are and that their successes should also be celebrated,” Brooke Patton, Provider Experience Representative, said.
The goal of the Signature Reads program is to help Associates connect through shared learning experiences while exploring professional development topics that align with Signature’s mission, values, and the Signature Way. The 2025 Signature Reads book is All It Takes Is A Goal by Jon Acuff. To join this year’s program, email Morgan Sammons at msammons@signatureperformance.com.
From small towns nestled in the golden sandhills of Nebraska to villages hidden deep in the Colorado valleys, life in rural America moves steadily. These rural communities have deep ties to the land, with many folks working in agriculture-related jobs, oftentimes farming and ranching. But beyond the landscape lies a complex web of challenges that affect the health and well-being of its rural residents.
Rural healthcare operates differently from its urban counterparts. Developed by the USDA and HHS, the Rural-Urban Commuting Area code system considers population density and socioeconomic ties to urban centers to differentiate between areas.
Rural Areas are regions outside urban zones with limited infrastructure. Highly Rural Areas are sparsely populated landscapes, often with fewer than 2,500 people, where less than 10% of residents commute to larger towns.
More than 60 million Americans, or roughly one-fifth of the population, call these Rural and Highly Rural Areas home. Rural patients face unique needs, often
requiring more medical attention than their urban counterparts. On average, they are older and face higher incidences of chronic conditions like diabetes and heart disease.
However, long distances to clinics, a shortage of healthcare providers, and limited public health services create barriers to care. Unlike urban hospitals, which may have specialists and cuttingedge equipment, rural healthcare facilities often rely on smaller teams and basic resources. This difference requires rural providers to wear many hats to meet the diverse needs of their patients.
Rural America is rich in community spirit, but healthcare facilities face disproportionate challenges contributing to health disparities, including funding, staffing, and technology. And that’s where Signature Performance is grateful for the opportunity to partner with rural healthcare facilities across the heartland and bridge critical gaps in care.
While Critical Access Hospitals (CAH) must meet a variety of criteria, the main designation is being located in a rural area, either more than 35 miles from the nearest hospital or more than 15 miles in
areas with mountainous terrain. Additionally, they must furnish 24-hour emergency care services seven days a week.
Signature Performance is privileged to provide administrative services to our CAH-designated clients and help reduce the financial vulnerability of rural hospitals and improve access to healthcare by keeping essential services in rural communities.
“The biggest priority for our team and medical coding is consistency. These clients are running a hospital and carrying out their mission and commitment to the community with very tight operating budgets and low dollar amounts in reserves, if any,” Courtney Hewitt, Sr. Director of Health Information Management, said. “Accurate and ‘first pass’ clean claims are critical. Also, provider education and training will be paramount because of the low volume; minor mistakes or under-coding can have a big impact.”
Rural hospitals are facing insurmountable obstacles: diminishing patient access, insufficient staff, and unsustainable financial models. As bad as the situation is for hospitals, it’s even more dire for the
citizens of rural communities. The potential for long drives, limited providers, and difficulty navigating a complex system sometimes makes it easier to put off care altogether.
The Journal of the American Medical Association reveals that an estimated 20% of rural Americans live in counties without hospitals. To preserve rural health, we must invest in sustainable models, empower providers, and champion innovation. Specifically, the availability of telehealth and other remote care models can reduce costs, increase consultations, and expand virtual care beyond solely voice and video calls.
In addition, the growth of the rural physician workforce will play an essential role in improving access to care and patient outcomes. As of recent, rural patients travel twice as far for medical care and three times the distance for cancer care as their urban counterparts.
While the road to equity in healthcare is long, the resilience of rural communities and the dedication of their providers offer hope. It’s an honor to partner with our rural clients and improve the health of their businesses, ensuring that even in the most remote corners of the country, compassionate care is never out of reach.
Our Administrative Team supports Signature’s mission by serving our Associates, clients, and partners in a way that maximizes efficiency, savings, and business results. Their dedication and meticulous attention to detail in supporting our nationwide team does not go unnoticed.
When a scheduling conflict arises, they find a path forward. When a project needs to be reeled in, they step in to manage timelines for success. When airline cancellations impact a meeting, they think outside of the box to discover a solution. When information needs to flow, they ensure messages are prioritized and addressed promptly. And when Associates visit our Signature campus, our Administrative Team stands ready to make their experience unforgettable.
Additionally, our Administrative Team directly supports fast-paced individuals and teams who
require attentiveness and accuracy in service. Their role enables critical team members, such as our Executive Leadership Team, to meet with stakeholders and execute their responsibilities in an organized manner.
It truly is the partnership with our Administrative Team that makes the Signature experience not only possible, but profoundly successful. From managing executive schedules to coordinating lodging and travel, the Administrative Team demonstrates an uncommon commitment to making the lives of the people we work with better.
We asked our Administrative Team about their passion for their work and how they display their commitment to Signature’s mission. Let’s hear what they had to say.
“I make sure I meet all deadlines given to me and deliver high-quality results while maintaining integrity and accountability. It’s important to make the lives of the people we work with better because doing so directly impacts individual and organizational success.”
Angie Murphy
Executive Assistant II
“My commitment to improving the lives of the people we work with shines through several key actions: efficiency and organization, communication, support, and a positive attitude. Carrying out this portion of the mission is important because doing so directly contributes to a more efficient, harmonious, and productive workplace.”
Crystal Schulz
Administrative Assistant II
“I display my commitment to making the lives of the people we work with better through effective time management, a commitment to the success of our team and company goals, and organizational skills to accomplish tasks. I think outside the box to deliver results. I find that it’s important to take action to help the executives I support, the Associates I interact with, and the teammates I lead. My role is centered on igniting passion, establishing credibility, building momentum, achieving goals, and creating opportunities.”
Deb Holzworth
Executive Assistant to the CFO and Administrative Team Manager
“I display my commitment to my fellow Associates in making sure the details are taken care of –anything from coffee being stocked, to phone calls being screened for appropriateness, to booking early check-ins for travelers when they land hours before standard hotel check-in. My role is important because the people I support have a mission they are trying to accomplish, and with my attention to detail, they do not have to worry about the minutia and can spend their time where it matters most.”
James Thompson Executive Assistant
“I influence our mission by communicating proactively, managing schedules, researching needs, preparing for meetings, and most importantly, collaborating with the leaders I support as well as my fellow teammates. I display my commitment to both my position and Signature every day by showing up fully present and ready for the exciting day ahead! My ‘why’ is directly related to the portion of our mission that says we will make the lives of the people we work with better. I’m the best version of myself when I am providing support to others.”
Jeannine Robertson Executive Assistant II
“I strive to make the lives of those we work with better by maintaining a comfortable, safe, and healthy work environment, identifying opportunities for improvement, and following through on those improvements. Doing so is important because it can help support overall well-being in the workplace and enhance job satisfaction.”
Ray Myers Senior Manager of Facilities
“As the Executive Assistant to Allen Fredrickson, I strive to create clarity, connection, and calm amidst the fast pace of executive leadership. I see every detail — whether logistical or strategic — as an opportunity to elevate others and enable them to focus on the meaningful work of advancing our mission. Supporting our teams with integrity and excellence is how I help make lives better every day.
Shelly Schwartz Senior Executive Assistant to the Founder & CEO
Learning and development programs like SignatureYOU Live Courses offer Associates valuable opportunities to explore new topics, strengthen essential skills, and build meaningful connections.
This course is part of the Signature Reads program for 2025, a program designed to help Associates connect through shared learning experiences while exploring professional development topics that align with Signature’s mission, values, and the Signature Way. Each year, the Signature Reads program inspires personal development, fosters connections among Associates, and sparks fresh ideas across every department.
More than 200 Associates are participating in Signature Reads 2025 and reading Jon Acuff’s All It Takes Is a Goal. Whether an Associate has finished the book or hasn’t yet signed up, there’s something for everyone in the new live course.
In the one-hour virtual session, participants:
• Identify evidence of their potential by creating and categorizing their Best Moments Lists.
• Use their Best Moments to identify motivating rewards for their Easy Goals.
• Build a toolbox of activities to use when working on their Middle Goals.
• Create a scorecard to track their progress on Guaranteed Goals.
Every Associate at Signature is invited to take their Strengths assessment and identify their unique patterns of thinking, feeling, and behaving. They then have opportunities to learn more about their results through 1:1 coaching with our certified Strengths coaches or by participating in SignatureYOU Live Course focused on Strengths.
Signature has offered two Strengths-based live courses for a few years: Strengths at Signature and Strengths in Partnerships and Teams. This new course expands upon individual Strengths for learners who are ready to go deeper.
During this live course, Associates learn how to utilize their Strengths to better understand and share their personal and professional experiences. By developing a deeper, more personalized understanding of their unique
Strengths and learning a few simple but effective storytelling skills, Associates can enhance their communication, practice using a growth mindset, build more authentic connections, and contribute to our culture of diversity and belonging within Signature.
In the one-hour virtual session, participants:
• Develop a personalized definition of their unique Strengths.
• Discuss how language can affect perceptions and experiences.
• Practice simple storytelling to talk about their past experiences and future goals.
Did you know talent development researchers say it can take up to 170 hours to develop one hour of new virtual instructor-led content? Our Learning and Development team is hard at work creating the next live courses specially crafted for Signature Associates. In the meantime, Associates can explore hundreds of digital courses available on SignatureYOU — accessible anytime from any internet-connected device using the Bridge mobile app or by visiting signature.bridgeapp.com.
At Signature Performance, we challenge the status quo, push boundaries, and blaze new trails in everything we do. Whether it’s developing cutting-edge technology, cultivating a people-first culture, or solving some of healthcare’s toughest administrative challenges, innovation is at the heart of everything we do. We’re redefining what’s possible, and the industry has noticed.
Presented by Baird Holm LLP
Since our founding in 2004, the Best Places to Work in Omaha program has been a beloved tradition of Signature Performance. Each year, we look forward to hearing from our Associates to identify what keeps them motivated and how we can enhance their Signature experience.
We are deeply honored to be recognized by Best Places to Work in Omaha for the ninth year in our company history, highlighting our uncommon approach to the Associate experience. When we were first recognized by BPTW in 2009, we were a firm of just under 200 Associates. Today, we are privileged to offer an award-winning culture to our 1,200 Associates nationwide.
Presented by
At Signature, we are committed to improving the lives of the people we work with through curated benefits, mental health initiatives, and supportive resources that meet our Associates where they are. It’s a distinct privilege to be recognized by Mental Health America (MHA), the nation’s leading certification recognizing employers committed to creating mentally healthy workplaces.
As a Bell Seal recipient, Signature joins a select community of organizations committed to transforming the workplace into more supportive and psychologically safer spaces where individuals can thrive. Our commitment to expansive professional development opportunities and mental health-friendly benefits served to determine our Platinum certification.
Presented by VETS Indexes
At Signature Performance, we’ve built a community where service, sacrifice, and experience are recognized and celebrated. Marking our sixth year of distinction by VETS Indexes, this award reflects our ongoing efforts to recruit, retain, develop, and support those who served, as well as their families.
We believe Veterans and military-connected individuals bring technical expertise, strategic thinking, and a commitment to quality to our pursuits, and we are honored to provide the best opportunities possible for those who once served our great nation and are now serving our mission.
Presented by FORUM with G2Xchange and FedHealthIT
The Disruptive Tech Awards recognize and honor the federal health technology and consulting community by celebrating programs nominated and selected by their peers for driving innovation and results for the missions of the organizations they serve.
Named a 2025 Disruptive Tech Program Award recipient in the area of Cybersecurity, ClaimsXM’s Federal Risk and Authorization Management Program (FedRAMP®) Authorization is revolutionizing federal healthcare administration by setting a new standard for security and compliance, employing high-level protections to safeguard healthcare data throughout its lifecycle.
We are deeply honored to be recognized by many organizations, as it reflects our unwavering commitment to improving the health of our clients’ business and making the lives of the people we work with better. These accolades affirm our belief that with the right people, passion, and purpose, meaningful change is not only possible—it’s already happening.
President Lincoln made a monumental promise to our nation’s service members, declaring that the United States would always care for those who have served in our nation’s military and for their families, caregivers, and survivors. Today, the Department of Veterans Affairs (VA) exists to fulfill President Lincoln’s promise, and with the power of technology, Signature Performance is uniquely positioned to support the VA’s mission.
According to the National Center for Veterans Analysis and Statistics, in September of 2023, the population of Veterans enrolled in the VA healthcare system surpassed 9.1 million Veterans. In the year prior, over 6.7 million unique Veterans had been
treated through the VA healthcare system, spanning 1,376 VA care facilities. Signature’s data-driven approach to claims administration, coupled with the capabilities of ClaimsXM, is instrumental in providing quality care to Veterans.
At this time, just under two million World War II and Vietnam-era Veterans and their survivors receive various VA health care services and benefits, including disability compensation. ClaimsXM’s technological advancements have reduced the manual challenges associated with claims administration, improving the experience not only for the VA healthcare system but also for Veterans and their families.
September 1, 1939 – September 2, 1945
World War II (WWII), lasting from 1939 to 1945, was the most widespread war in history, involving over 100 million military personnel worldwide. From 1941, when the United States entered the conflict after the attack on Pearl Harbor, to 1945, the end of the war, over 16 million Americans served in various capacities in the Armed Forces.
These American service members played crucial roles in the European and Pacific theaters, contributing significantly to the Allied victory. According to the VA, today, nearly 20,000 WWII Veterans still receive benefits for their service. Additionally, over 65,000 dependents of these Veterans, such as spouses and children, are eligible for benefits, underscoring the enduring impact of the war on American families.
November 1, 1955 – May 7, 1975
Ten years after the beginning of The Vietnam War, the United States deployed armed forces to support the war effort. While approximately 2.7 million American men and women served overseas, the population of Americans who served during the Vietnam era from 1964 to 1975 neared nine million individuals.
Following the Presidential Proclamation that officially ended the war on May 7, 1975, the VA recommitted itself
to supporting all Vietnam-era Veterans, their families, and their caregivers. Today, 1.495 million Vietnam-era Veterans continue to receive VA benefits, and an additional 370,000 dependents of these Veterans remain eligible for benefits.
The continued provision of service benefits highlights our nation’s commitment to honoring the sacrifices made by Veterans and their families, ensuring they receive the support and recognition they deserve even decades after a war’s end.
Through decades of war, United States Soldiers, Sailors, Marines, and Airmen fought with unwavering courage and risked everything for freedom and democracy. Today, the World War II and Vietnam Memorials stand in Washington, DC, honoring the millions of Americans who served in the military and all who supported the war effort on the home front.
In partnership with the VA, Signature Performance is privileged to help carry out President Lincoln’s promise, starting with improving the healthcare experience for our nation’s Veterans. These Veterans exemplify courage, integrity, and selflessness in the face of adversity.
As we honor the legacy of our Veterans, Signature continues to seek new opportunities and challenges within the healthcare industry to ensure we are positioned to care for the next generation of our nation’s military and their families, caregivers, and survivors.
While the purpose of healthcare is healing and recovery, business administration has become an increasingly essential part of the system. Healthcare administration enables organizations to manage resources, maintain regulatory compliance, and deliver high-quality care to patients. But in recent years, healthcare administrative costs have skyrocketed at an unsustainable rate, creating a massive burden on the system. Administrative expenses now account for 40% of total healthcare expenditures, a drastic increase from a few decades ago. Signature Performance is dedicated to transforming healthcare through our strategic solutions designed to lower healthcare administrative costs and burdens.
The administrative complexity of the U.S. healthcare system creates challenges for patients, who spend considerable time dealing with bureaucratic red tape. These compliance hurdles come with significant financial costs. One study found U.S. employees spend nearly $21.6 billion in time and resources coordinating with health insurance administration each year. For patients, these cumbersome
tasks also add to the emotional toll of accessing healthcare. Patients who should be focused on healing must instead use their energy to make calls and handle insurance paperwork, adding unnecessary stress to what can be an already difficult journey.
Administrative barriers can also result in decreased access to care. For example, in one study, one-quarter of patients (24.4%) experience challenges to receiving care because of administrative tasks, such as addressing billing issues or obtaining prior authorization. Among those patients, 22.6% delayed getting care and 15.7% avoided getting care entirely. By delaying or avoiding care, patients risk exacerbating medical conditions that could have been treated earlier at lower costs.
The brunt of administrative burden has arguably fallen on healthcare providers, including physicians, nurses, and support staff. Administrative tasks, such as documentation and billing, have become a chief complaint of healthcare providers, resulting in increased levels of burnout. In turn,
burnout has become a primary driver behind the recent crisis of healthcare providers leaving the industry.
Providers have been forced to shift their priorities from delivering patient care to handling administrative duties. Physicians in ambulatory practices spend nearly twice as much time on desk work as they do on clinical time with patients. These administrative tasks cost the industry $83 billion annually on staff time, with 97% of those costs coming from provider transactions. Additionally, administrative inefficiencies can occur when working within a complex system that features 900 private payers and thousands of different health plans.
While healthcare spending in the United States has increased, it has not produced additional resources or better health outcomes for communities. In fact, high administrative costs can be crippling for healthcare institutions in many regions.
Rural hospitals, for example, spend roughly half of their overhead costs on general administration. In the past two decades, nearly 200 rural hospitals have closed or converted to emergency or outpatient care. These closures have deep impacts on local communities, forcing millions of rural Americans to travel longer distances for medical care.
Healthcare spending continues to increase in the United States. In 2023, health spending grew to $4.9 trillion, accounting for 17.6% of the country’s gross domestic product. A substantive portion of this increase can be attributed to higher administrative costs. Data shows the cost of administration accounts for 40% of total hospital expenses. Inflated administrative costs, along with the prices of labor and goods, lead the United States to have much higher levels of health spending than other countries.
In other wealthy countries, healthcare spending has increased at a more sustainable rate. While the United States spends more than $11,000 per capita each year on healthcare, other countries spend an average of $4,300 per capita annually.
Despite the country’s incongruous spending levels, the United States ranks well below other countries in many health outcomes. The average U.S. citizen lives to be 77 years old — three years lower than the average life expectancy of 80.4 years in high-income countries. The inverse relationship between spending and outcomes suggests the United States allocates its healthcare expenditures inefficiently. The rapid increase in administrative costs must be considered in discussions about how the country can reverse this alarming trend.
One driving factor behind rising healthcare administration costs has been an increase in the number of administrative professionals working in the industry. Data shows the growth of healthcare administrators has greatly surpassed the relative increase in the number of providers. Between 1975 and 2010, the number of physicians working in the United States grew by 150%, a reasonable increase that correlated with population growth. Over the same period, the number of healthcare administrators grew a staggering 3,200%. While there’s a need for administrators within the industry, this heavily lopsided growth signals a cause for concern.
The cost of administering healthcare in the United States has become unsustainable, presenting serious challenges for patients, providers, and communities. The industry cannot continue on the current path without grave risks to its ability to provide effective care and produce positive health outcomes. There’s no single solution to this complex problem, but various improvements, such as automation, AI, and interoperability, have the potential to significantly reduce administrative costs.
Solving this challenge is both a critical responsibility and a remarkable opportunity. Consider a healthcare system where administrative costs no longer overshadow the mission of healing. This vision is within reach, but it requires bold action and a collective effort. Signature Performance, which has the unique perspective of representing payers and providers in both the public and private sectors, aims to be a catalyst for change in the healthcare industry.
Alicia Davis PROVIDER EXPERIENCE REPRESENTATIVE
My favorite part about living in Alabama is the beautiful scenery. I have visited many states in my lifetime, and nothing compares to my home state. One place everyone should visit is Mount Cheaha. It is a great place to escape the hustle and bustle of life and relax.
My team members are amazing and help me stay connected to Signature every day! Each one of them has something unique to offer. The first thing I do each day is send a quick “Good Morning” message. I would suggest that other people try doing the same. Whether you know them or not, you never know what kind of friendships could spark up from that!
Kortney Langford MEDICAL CODER
My favorite part of Alabama is being close to family. Some of the natural highlights of our state include Majestic Caverns, the Coosa River, and Gulf Shores. All have different activities to offer and will keep you busy.
I stay connected to our great team by interacting through our Teams platform. My team has fostered a great sense of connection. I encourage everyone not to hesitate and reach out to their coworkers. Whether it is asking them a question or wishing them a great day, opening the conversation can lead to so much more.
Home to vast forests, rich history, and legendary innovators, Alabama is as strong in character as it is in natural beauty. It is where steel is forged, rockets are built, and creativity takes flight. It is also home to more than 20 Signature Associates who bring their talents to work every day, despite being hundreds of miles from our headquarters office in Nebraska.
While they may be separated by state lines, these team members have found meaningful ways to stay connected, contribute, and thrive. They are proving that distance does not cause weakness but rather strengthens the ways we collaborate.
Renita Holmes CAEC CUSTOMER REPRESENTATIVE
My favorite part about living in Alabama is the outdoor scenery. Little River and DeSoto Falls are two beautiful waterfalls I would recommend visiting if you are ever in our state.
I stay connected with my Signature team members by utilizing Teams messaging the most. Another great way to make connections is through our ALOHA program and the other growth and development opportunities available at Signature.
Key PROVIDER EXPERIENCE REPRESENTATIVE
I grew up in California until I was 23 and moved to Alabama when our kids were little. It is such a great place to raise children. We live in the country and have always had animals. My daughter graduated from the University of Alabama, so we enjoyed going to Alabama Football games, fishing on the river, and spending time at Lewis Smith Lake.
I am super open to anyone who is looking to make new connections, whether they are in my area or not. Utilizing Teams or texting is a great way to stay in touch.
Shoutout to CHAMPVA Provider Experience Representative Wilfredo Bullock, who recently received praise for assisting a caller with compassion and exceptional service. “His compassion and dedication turned a frustrating situation into one filled with dignity and care.” Way to make an impact, Wilfredo!
Thank you to CAEC Customer Representative Rebecca Lewis for going above and beyond in her role! A caller stated that she was very informative and professional while resolving their issue. Way to go, Rebecca!
Way to go, Jules Stoker, C4 Provider Experience Representative! A caller wanted to thank us for “hiring such a sweet and caring person like Jules.” Thanks for helping someone in need, Jules!
Hats off to CHAMPVA Provider Experience Representative Kimberly Eboreime, who recently received two kudos calls! Highlights included Kimberly’s positive attitude, professionalism, and patience. You are making a difference, Kimberly!
Much appreciation to CAEC Customer Representative Jimmy Brooks for his impact on a recent call. “This changes my whole experience.” Thanks for caring for our nation’s Veterans, Jimmy!
CHAMPVA Provider Experience Representative Travollis McDaniel recently received a raving review from a caller! His thorough understanding of the situation allowed Travollis to resolve a large, outstanding medical bill for the caller. “He went above and beyond and should be commended for his dedication and skill.” Keep up the great work, Travollis!
Special shoutout to C4 Provider Experience Representative Jeremy Rivardo! A caller recently boasted about Jeremy’s patience, diligence, and expertise. Great job, Jeremy!
Round of applause for CAEC Customer Representative Cassie Martin! A caller recently shared his appreciation for her exceptional service and the work we are doing for Veterans each day. Congratulations, Cassie!
Congratulations to Cassandra Toliver-Clark, CHAMPVA Provider Experience Representative, for a job well done! A caller recently stated that Cassandra provided the best customer service they have ever received, and they could sense her compassion through the phone. Way to go, Cassandra!
Cheers to CAEC Customer Representative Jennifer Johnson! A caller stated, “Jennifer’s phone call made the rest of my day better.” Thanks for making a difference, Jennifer!
Congratulations to Business Analytics & Reporting Manager Kelly McIntosh and Data Analyst IV Michelle Simet, who recently received their Certified Scrum Product Owner Certifications! This achievement strengthens their ability to drive product value, align teams, and deliver impactful solutions for our clients. Way to go Kelly and Michelle!
Kudos to Business Systems Analyst II Chelsea Moses on her recent Facets Product Associate Certification from Cognizant! This accomplishment enhances Chelsea’s ability to support healthcare solutions with greater efficiency and insight. Great work, Chelsea!
5 YEARS
PJ
Rob
Ryan
Shannon
Stephanie Grier
Steven
Tarah
10 YEARS
Christine
15 YEARS
Candy
Margaret
Congratulations to CAEC Customer Representative Jim Loney on his retirement! Jim has been a valued member of Signature Performance for nearly 16 years and we’re grateful for his many contributions. Wishing him all the best in this exciting new chapter!
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.
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