Supervisor, Communications Operations

What are we looking for?

The Supervisor, Communication Operations is responsible for supporting the development, analysis, implementation, and ongoing management of member, provider, and client communications produced through the Mail Services department. This role serves as a key liaison between customers and production operations to ensure communications are accurate, compliant, accessible, cost-effective, and delivered through the appropriate channels.

The Supervisor, Communication Operations will manage communication requirements, coordinate document updates, support communication platform initiatives, analyze communication performance, and help drive continuous improvement across both print and digital communication strategies. This position will also provide day-to-day supervision for designated Mail Services staff or functions, helping coordinate priorities, provide guidance, monitor work quality, and escalate resource or performance concerns as appropriate.

Where you will have an impact

Communication Management & Analysis

Analyze and document business requirements for member, provider, client, and operational communications.

Coordinate the development, review, testing, and implementation of communication templates, notices, letters, EOBs, IDNs, postcards, surveys, and outreach materials.

Evaluate existing communications and recommend improvements to readability, member experience, operational efficiency, and regulatory compliance.

Conduct impact assessments related to communication changes, regulatory updates, and client-specific requirements.

Maintain communication inventories, version controls, and governance documentation.

Communication Platform Support

Support communication platforms, Quadient Inspire

Collaborate with stakeholders to implement communication enhancements and template updates.

Participate in testing, validation, and production readiness reviews for communication changes.

Assist with document migration, template standardization, and communication modernization initiatives.

Compliance & Quality Assurance

Ensure communications comply with state, federal, CMS, HIPAA, ACA, accessibility, language, and client requirements.

Review documents for accuracy, branding, formatting, and regulatory adherence.

Support Section 508 accessibility reviews and remediation efforts.

Coordinate approvals with Compliance, Legal, Marketing, and operational stakeholders.

Supervisory & Team Coordination

Provide day-to-day guidance and task coordination for designated Mail Services staff or communication operations activities.

Help assign, prioritize, and monitor work to support service levels, production timelines, quality expectations, and business priorities.

Review team output for accuracy, completeness, and adherence to compliance and operational standards.

What's necessary to do the job?

Experience, Education, and Certifications/Licenses:

Education

Bachelor's Degree

Preferred

Bachelor's degree in Business Administration, Communications, Marketing, Operations Management, Information Systems, or a related field.

Equivalent work experience may be considered in lieu of education.

Experience

5 Years

Required

5-7 years of experience in communications, business analysis, document management, mail operations, customer communications, healthcare operations, or a related field.

Experience gathering business requirements and managing communication-related projects.

Experience coordinating work across a small team, project group, or operational workflow preferred.

Experience working with regulated communications preferred.

Preferred Qualifications

Experience with Quadient Inspire or similar customer communication management (CCM) platforms.

Healthcare, insurance, or regulated industry experience.

Knowledge of CMS, HIPAA, ACA, and other healthcare communication requirements.

Certification in Business Analysis (CBAP, CCBA, or equivalent) preferred.

Knowledge & Skills

Strong written and verbal communication skills.

Excellent analytical and problem-solving abilities.

Knowledge of document composition and communication management platforms.

Understanding of print and mail production processes.

Familiarity with healthcare communications, EOBs, notices, and regulated documents preferred.

Knowledge of accessibility standards (Section 508) and communication compliance requirements preferred.

Advanced Microsoft Office skills, particularly Excel, PowerPoint, and Visio.

Experience with reporting and data analysis tools.

Licenses and Certifications