Mailroom COE Associate

Cognizant; Olympia (WA); On-site; USD 23,000 - 26,000; Full time

Benefits offered by this job

Medical/Dental/Vision/Life Insurance

Paid holidays plus Paid Time Off

401(k) plan and contributions

Long-term/Short-term Disability

Paid Parental Leave

Employee Stock Purchase Plan

Job summary

Cognizant is seeking a Mailroom COE Associate to oversee vendor partners and coordinate daily mailroom operations across intake, sorting, scanning, indexing, fulfillment, and correspondence handling. You will ensure compliance, timely delivery, and SLA adherence while acting as the primary liaison among client teams and vendors.

The role involves governance meetings, onboarding support for new clients, and developing dashboards, SOPs, and performance reports.

Qualifications

• High school diploma or equivalent is required.
• Experience with healthcare mailroom, document management, claims/enrollment, fulfillment, or vendor management is preferred.
• Experience with third-party vendors or offshore/onshore delivery teams is a plus.
• Strong production management, SLA tracking, and issue escalation skills are required.
• Proficiency in Microsoft Excel, Word, PowerPoint, and Outlook is expected.
• Strong analytical, verbal, and written communication skills are essential.

Responsibilities

• Monitor daily vendor operations and track performance against SLAs and quality standards.
• Review dashboards and reports; identify gaps and drive resolution with vendor leadership.
• Lead vendor governance meetings and track metrics and root cause analysis.
• Support onboarding of new clients and mailroom workflows as the SME.
• Define scope, volumes, SLAs, and reporting needs with cross-functional teams.
• Document SOPs and process flows; support testing, pilots, and cutover.

Skills

Excel

Word

PowerPoint

Outlook

Analytical skills

Verbal communication

Written communication

Vendor management

SLA tracking

Education

High school diploma or equivalent

Bachelor’s degree preferred

Job description

The Mailroom COE Associate oversees and coordinates the work of all mailroom vendor partners supporting Cognizant’s clients, ensuring operational accuracy, timeliness, compliance, and service-level performance. This role is the primary operational liaison between internal teams, client stakeholders, and vendor partners — driving daily production oversight, issue resolution, performance monitoring, reporting, and new client implementation support across mailroom intake, sorting, scanning, indexing, fulfillment, and correspondence handling.

In this role, you will:

• Monitor daily vendor operations (intake, sorting, scanning, indexing, fulfillment, exception handling) and track performance against SLAs, turnaround times, and quality standards.
• Review dashboards, production reports, and quality/exception trends; identify gaps and drive resolution with vendor leadership.
• Lead vendor governance meetings, including metrics, issue logs, and root cause analysis.
• Support onboarding of new clients, workflows, and mailroom requirements as the mailroom SME.
• Define scope, volumes, SLAs, and reporting needs with cross-functional teams.
• Document SOPs and process flows; support testing, pilots, training, and cutover.
• Monitor early-life production and drive issue resolution post-go-live.
• Serve as liaison across client, operations, and vendor teams on inventory status, priorities, and exceptions.
• Escalate risks, delays, and compliance concerns promptly.
• Support capacity, holiday, and business continuity planning with the COE lead.
• Monitor HIPAA/PHI, data privacy, and chain-of-custody adherence.
• Support corrective action plans for defects, missed SLAs, or misrouted/delayed documents.
• Participate in audits and control reviews; keep documentation current.
• Prepare daily/weekly/monthly performance reports; analyze volume, aging, and defect trends.
• Recommend processes, automation, and reporting improvements to leadership.

What you need to have to be considered:

• High school diploma or equivalent
• Healthcare mailroom, document management, claims/enrollment, fulfillment, or vendor management experience
• Experience with third-party vendors or offshore/onshore delivery teams a plus
• Strong grasp of production management, SLA tracking, and issue escalation
• Proficient in Excel, Word, PowerPoint, and Outlook
• Strong analytical, verbal, and written communication skills

This will help you stand out:

• Bachelor’s degree preferred.
• Knowledge of healthcare payer operations and mailroom technologies (e.g., OCR)
• Familiarity with HIPAA/PHI and document handling requirements
• Experience building SOPs, dashboards, and governance materials.
• Strong problem-solving and organizational skills; comfortable managing multiple priorities in a high-volume, deadline-driven environment

Cognizant will only consider applicants for this position who are legally authorized to work in the United States without requiring company sponsorship now or at any time in the future.

Hourly Rate and Other Compensation:

Applications will be accepted until August 10, 2026.

The hourly rate for this position is between $17.00 — $19.00 per hour depending on the experience and other qualifications of the successful candidate.

This position is also eligible for Cognizant’s discretionary annual incentive program, based on performance and subject to the terms of Cognizant’s applicable plans.

Benefits:

• Medical/Dental/Vision/Life Insurance
• Paid holidays plus Paid Time Off
• 401(k) plan and contributions
• Long-term/Short-term Disability
• Paid Parental Leave
• Employee Stock Purchase Plan

Disclaimer: The hourly rate, other compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.

Cognizant is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.