Senior Manager, Document Services

Job Description

A bit about this role: 

The Senior Manager, Document Services owns the oversight of daily operations and long-term strategy, monitoring and development of the Document Services function.  This role includes cross functional leadership and management of two distinct programs. Inbound Correspondence and Outbound Print Production. 

You will serve as the connective point between Document Services and its cross-functional partners, owns vendor relationships, manages the department budget on behalf of the Director and VP of membership operations, and is accountable for compliance across every document that enters or leaves the organization.

The Senior Manager, Document Services, role is a crucial bridge between membership and the core health plan and medical group functions.  Ensuring that all documents flow in and out of the plan ensures that the plan has the most up to date and accurate information to ensure members get the right care and support. 

Your Responsibilities and Impact will include:

• Own the operating model for both Inbound Correspondence and Print Production: including intake, routing, turnaround standards, monitoring of operational signals, and escalation paths.

• Build capacity and forecasting plans:  that anticipate membership growth and seasonal volume, rather than reacting to it.

• Build the tooling that makes change repeatable: Playbooks, intake, readiness trackers, adoption dashboards, KPIs. Anything we repeat should run as durable, self-serve tooling. Leverage AI technology and reporting tooling to help analyze and interpret trends to drive change. Build monitoring and communication plans that give internal stakeholders early visibility into risk, delay, and volume shifts, replacing ad hoc updates with predictable reporting.

• Represent Document Services to Product and Technology: Represent constraints in roadmap and design, to drive long-term scalability. 

• Act as the primary point of contact for cross functional teams such as, Compliance, IT, Marketing, MXE, Guide, DMG, and Product/ Technology Teams.

• Build trusted partnerships across operations stakeholders: Learn how each one operates and what constraints it carries, then design solutions that solve for the whole rather than one team at the expense of others.

• Partner with Compliance: Maintain audit-ready documentation and represent Document Services in internal and external audits. Ensure programs meet applicable regulatory and contractual requirements, including notice timeliness, accessibility, and record retention.

• Vendor Performance: Oversee daily operations with inbound mail and fax vendors, and outbound fulfillment vendors.  Define and build out performance standards, scorecards, business reviews, and issue resolution processes. Including vendor budgeting and forecasting. 

Required skills and experience: 

•  7+ years in operations, correspondence management, print production, or a closely related function, including 3+ years managing people, ideally including other managers.

• Demonstrated experience scaling operational programs:  tools, automations, or durable systems you created yourself, with experience scaling through significant growth. 

• Strong analytical skills; able to build reporting from operational data and explain it to non-operational audiences.

• A track record of leading change through influence rather than authority, across teams you did not manage, including as the operational counterparts

• Ability to work at altitude and in detail: write the narrative a senior leader can act on, and personally untangle the workflow detail that would otherwise break the launch.

• Comfort operating amid shifting priorities, re-sequencing work mid-flight without losing the thread or the team.

• Willingness to form a recommendation on incomplete information, deliver hard messages to senior stakeholders, and keep the relationship intact afterward.

• Working fluency with AI tools, with concrete examples of what you use them for in your own day-to-day work.

Desired skills and experience: 

• Health plan, Medicare Advantage, or other regulated-environment experience 

•  Familiarity with CMS requirements for member communications, including timeliness and alternate formats.

• Vendor management experience is a plus, including performance oversight, invoice validation, and budget accountability or experience with print/fulfillment vendor platforms, POD workflows, and mail tracking.

Salary: $110,500-$150,000 annually

The pay range listed for this position is the range the organization reasonably and in good faith expects to pay for this position at the time of the posting. Once the interview process begins, your talent partner will provide additional information on the compensation for the role, along with additional information on our total rewards package. The actual base salary offered will depend on a variety of factors, including the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, certifications or other professional licenses held, and the location in which the applicant lives and/or from which they will be performing the job.

Our Total Rewards package includes:

• Employer sponsored health, dental and vision plan with low or no premium

• Generous paid time off

• $100 monthly mobile or internet stipend

• Stock options for all employees

• Bonus eligibility for all roles excluding Director and above; Commission eligibility for Sales roles

• Parental leave program

• 401K program

• And more....

*Our total rewards package is for full time employees only. Intern and Contract positions are not eligible.

Founded in 2017, Devoted Health is on a mission to dramatically improve the health and well-being of older Americans by caring for everyone like they are family, and that includes our employees. Our robust and seamlessly integrated care platform merges advanced data and AI access with world-class clinical and service experiences to create a member experience that is unlike the industry norm. To continue building upon our mission, we want to bring together those who share our values, embrace change and advancement, and are enthusiastic about where we're going — all the while bringing their own unique qualities, experiences, and expertise, in hopes of further changing the healthcare experience.

Devoted is an equal opportunity employer. We are committed to a safe and supportive work environment in which all employees have the opportunity to participate and contribute to the success of the business. We value diversity and collaboration. Individuals are respected for their skills, experience, and unique perspectives. This commitment is embodied in Devoted’s Code of Conduct, our company values and the way we do business.

As an Equal Opportunity Employer, the Company does not discriminate on the basis of race, color, religion, sex, pregnancy status, marital status, national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment.