Document, Fulfillment and Mail Services Team Lead

PacificSource • Boise, ID

77d • Hybrid

About The Position

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.

Requirements

• 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.
• High School diploma or equivalent required.
• 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.
• 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.

Nice To Haves

• Supervisory and insurance or healthcare operations experience preferred.
• Bachelor's degree preferred.
• Healthcare operations and regulatory requirements preferred.

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.
• 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.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED