Document Intake and Mail Operations Specialist

pacificsource; Virginia (IL); Hybrid; USD 40,000 - 64,000; Full time

Job summary

PacificSource is hiring for a role focused on enterprise document intake and vendor-supported mail operations. The position ensures inbound communications are received, routed, tracked and processed per standards and SLAs.

The role requires at least 3 years in document management or related fields, strong OCR and imaging knowledge, and proficiency with Microsoft Office tools. Travel is ~10% with a general office setting.

Qualifications

• Minimum of 3 years of experience in document management, mail operations, records management, healthcare operations or related business operations functions.
• Knowledge of OCR, document imaging, indexing, routing and workflow management.
• Proficiency with Microsoft Office tools including Excel and Word.
• Understanding of HIPAA privacy considerations and healthcare data handling.

Responsibilities

• Oversee daily document intake operations to ensure timely and accurate processing of inbound communications.
• Monitor vendor scanning, imaging, and mail processing services to ensure quality and service levels.
• Manage PO Box administration and inbound mail handling processes.
• Monitor OCR performance, image quality, indexing accuracy, and document routing effectiveness.
• Investigate and resolve document intake exceptions, processing issues, and routing discrepancies.
• Coordinate returned mail activities and support delivery/address issue resolution.
• Track document intake service levels and operational performance metrics.
• Support document indexing, classification, and routing processes for accurate workflow distribution.
• Develop and maintain operational metrics, reports, and performance dashboards.
• Identify and recommend process improvements to enhance efficiency and quality.

Skills

Accountability

Adaptability

Collaboration

Communication

Listening

Organizational skills

Problem solving

Teamwork

Planning

Work standards

Building trust

Continuous improvement

Education

High school diploma or equivalent

Tools

Microsoft Office Suite (Outlook, Excel, Word, Teams)

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.

Responsible for overseeing enterprise document intake and vendor-supported mail operations to ensure inbound communications are accurately received, routed, tracked, and processed in accordance with organizational standards, quality requirements, and service level expectations.

Essential Responsibilities:

• Oversee daily document intake operations to ensure timely and accurate processing of inbound communications.


• Monitor vendor scanning, imaging, and mail processing services to ensure quality and service level compliance.


• Manage PO Box administration and inbound mail handling processes.


• Monitor OCR performance, image quality, indexing accuracy, and document routing effectiveness.


• Investigate and resolve document intake exceptions, processing issues, and routing discrepancies.


• Coordinate returned mail activities and support resolution of delivery or address-related issues.


• Track document intake service levels and operational performance metrics.


• Support document indexing, classification, and routing processes to ensure accurate workflow distribution.


• Develop and maintain operational metrics, reports, and performance dashboards.


• Identify and recommend process improvements to enhance efficiency, quality, and operational effectiveness.

Supporting Responsibilities:

• Assist with vendor onboarding, implementation, and operational transition activities.


• Support workflow documentation and maintenance of standard operating procedures.


• Participate in quality assurance reviews and process audits.


• Coordinate issue resolution efforts with business units and operational stakeholders.


• 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 experience in document management, mail operations, records management, healthcare operations, or related business operations functions. Experience supporting vendor-managed services, document processing workflows, operational quality controls, and process improvement initiatives preferred.

Education, Certificates, Licenses:

High school diploma or equivalent required.

Knowledge:

Document imaging, scanning, indexing, and records management processes. Optical Character Recognition (OCR) technologies and document capture workflows. Mail operations, inbound correspondence processing, and document routing practices. Workflow management and document lifecycle processes. Quality assurance techniques and operational performance monitoring. Reporting, metrics development, and basic data analysis. Microsoft Office Suite, including Outlook, Excel, Word, and Teams. Healthcare document processing and regulatory requirements preferred.

Competencies

• Adaptability


• Building Customer Loyalty


• Building Strategic Work Relationships


• Building Trust


• Continuous Improvement


• Contributing to Team Success


• Planning and Organizing


• Work Standards

Environment:

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

Skills:

Accountability, Collaboration, Communication (written/verbal), Flexibility, Listening (active), Organizational skills/Planning and Organization, Problem Solving, Teamwork

Compensation Disclaimer

The wage range provided reflects the full range for this position. The maximum amount listed represents the highest possible salary for the role and should not be interpreted as a typical starting wage. Actual compensation will be determined based on factors such as qualifications, experience, education, and internal equity. Please note that the stated range is for informational purposes only and does not constitute a guarantee of any specific salary within that range.

Base Range:

$39,807.95 - $63,692.71

Our Values

We live and breathe our values. In fact, our culture is driven by these seven core values which guide us in how we do business:

• We are committed to doing the right thing.


• We are one team working toward a common goal.


• We are each responsible for customer service.


• We practice open communication