Document Intake and Mail Operations Specialist

Location: WFH: VA

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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 at all levels of the company to foster individual, team and company growth.

• We actively participate in efforts to improve our many communities-internally and externally.

• We actively work to advance social justice, equity, diversity and inclusion in our workplace, the healthcare system and community.

• We encourage creativity, innovation, and the pursuit of excellence.

Physical Requirements: Stoop and bend. Sit and/or stand for extended periods of time while performing core job functions. Repetitive motions to include typing, sorting and filing. Light lifting and carrying of files and business materials. Ability to read and comprehend both written and spoken English. Communicate clearly and effectively.

Disclaimer: This job description indicates the general nature and level of work performed by employees within this position and is subject to change. It is not designed to contain or be interpreted as a comprehensive list of all duties, responsibilities, and qualifications required of employees assigned to this position. Employment remains AT-WILL at all times.