Document, Fulfillment and Mail Services Team Lead

pacificsource; Bend (OR); On-site; USD 70,000 - 100,000; Full time

Job summary

PacificSource in Bend, Oregon is seeking an experienced operations leader to manage day-to-day workflows within enterprise Document, Fulfillment, and Mail Services, ensuring timely and accurate service delivery.

You will supervise staff, monitor SLAs, collaborate with vendors and IT, and support budgeting, staffing, and governance initiatives to improve performance and service levels.

Qualifications

• Minimum of 3 years of operations leadership in document services, mail, or fulfillment.
• Experience supervising staff, managing vendor relationships, and SLAs.
• Knowledge of HIPAA/privacy and healthcare operations is preferred.

Responsibilities

• Lead daily operations of enterprise Document, Fulfillment and Mail Services.
• Prioritize workload, allocate resources, and monitor staffing needs.
• Monitor service levels, quality standards, and performance metrics.
• Resolve issues, customer concerns, and service escalations promptly.
• Coordinate with vendors, IT, and business units to support operations.
• Support budgeting, workforce planning, and governance adherence.

Skills

Operations leadership

Vendor management

Performance measurement

Microsoft Office

Education

Bachelor's degree

High School diploma or equivalent

Tools

Microsoft Office Suite

Job description

Looking for a way to make an impact and help people?

Join PacificSource and help our members access quality, affordable care!

PacificSource is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to status as a protected veteran or a qualified individual with a disability, or other protected status, such as race, religion, color, sex, sexual orientation, gender identity, national origin, genetic information or age. PacificSource values the diversity of our community, including those we hire and serve. We are committed to creating and fostering a work environment in which individual differences and diversity are appreciated, respected and responded to in ways that fully develop and utilize each person's talents and strengths.

Provides day-to-day operational leadership for enterprise Document, Fulfillment, and Mail Services by directing departmental workflows, supervising staff, monitoring service levels, and ensuring document operations are delivered efficiently, accurately, and in compliance with organizational standards. Partners with department leadership to implement strategic initiatives, improve operational performance, and provide exceptional service to internal business partners.

Essential Responsibilities

• Lead daily operations of enterprise Document, Fulfillment and Mail Services to ensure efficient, accurate, and timely service delivery.
• Prioritize departmental workload, allocate resources, and monitor staffing needs to meet operational demands.
• Monitor service levels, quality standards, operational performance metrics, and productivity measures.
• Resolve operational issues, customer concerns, and service escalations in a timely manner.
• Coordinate activities across vendors, business units, and Information Technology to support document and fulfillment operations.
• Support implementation of new services, technologies, operational enhancements, and process improvement initiatives.
• Develop, maintain, and ensure adherence to departmental procedures, work instructions, and governance requirements.
• Support operational planning, budgeting, workforce planning, and performance reporting activities.
• Assist with operational planning, budgeting, staffing, and performance reporting.
• Coordinate business activities by maintaining collaborative partnerships with key departments.
• Assist with hiring, staff development, coaching, performance reviews, corrective actions, and termination of employees.
• Actively participate as a key team member in department meetings.
• Actively participate in various strategic and internal committees in order to disseminate information within the organization and represent company philosophy.

Supporting Responsibilities

• Support enterprise implementation and operational improvement projects.
• Coordinate onboarding, training, and ongoing development activities for departmental staff.
• Participate in governance committees, operational workgroups, and cross-functional initiatives.
• Develop and review operational reports, dashboards, and performance metrics.
• Meet department and company performance and attendance expectations.
• Follow the PacificSource privacy policy and HIPAA laws and regulations concerning confidentiality and security of protected health information.
• Perform other duties as assigned.

SUCCESS PROFILE

• Work Experience: Minimum of 3 years of operations experience in document services, mail operations, fulfillment, business operations, or closely related field required. Experience managing operational workflows, vendor relationships and service level agreements required. Supervisory and insurance or healthcare operations experience preferred.
• Education, Certificates, Licenses: Bachelor's degree preferred. High School diploma or equivalent required.
• Knowledge: Operational leadership and team supervision principles. Employee coaching, performance management, and staff development practices. Vendor management, service level monitoring, and customer relationship management. Process improvement and operational efficiency methodologies. Performance measurement, reporting, and productivity metrics. Customer service and issue resolution practices. Workforce planning and workload management techniques. Microsoft Office Suite, including Excel, Outlook, Word, PowerPoint, and Teams. Healthcare operations and regulatory requirements preferred.

Competencies

• Building Trust
• Building a Successful Team
• Aligning Performance for Success
• Building Customer Loyalty
• Building Strategic Work Relationships
• Continuous Improvement
• Decision Making
• Facilitating Change
• Leveraging Diversity
• Driving for Results

Environment

Work inside in a general office setting with ergonomically configured equipment. Travel is required approximately 10% of the time.

Skills

Accountable leadership, Collaboration, Communication (written/verbal), Critical Thinking, Decision-making , Influencing, Listening (active), Organizational skills/Planning and Organization C