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About the Role

Leads a high-performing operations team responsible for processing medical and pharmacy bills, correspondence, and supporting documentation for the U.S. Department of Labor Office of Workers’ Compensation Programs (OWCP). Oversees outbound mail operations supporting the Acentra Centers for Medicare & Medicaid Services (CMS) print and mail project. Drives operational excellence, workforce management, quality assurance, production performance, SLA compliance, process improvement, employee development, and customer service delivery.

Responsibilities

Lead, coach, and develop transaction processing, production, quality assurance, and team lead staff to achieve operational goals and business objectives.
Monitor and ensure compliance with service level agreements (SLAs), productivity standards, quality metrics, and customer expectations.
Track and evaluate employee performance, including productivity, quality, attendance, workflow adherence, and performance improvement plans.
Provide real-time coaching, guidance, and support while fostering employee engagement, accountability, and professional growth.
Ensure the timely, accurate, secure, and compliant processing of medical bills, pharmacy bills, correspondence, and outbound mail deliverables.
Oversee daily operations to ensure quality standards, regulatory requirements, and client commitments are consistently met.
Analyze operational reports, production metrics, and quality data to identify trends, mitigate risks, and drive continuous improvement initiatives.
Identify operational challenges, workflow bottlenecks, and process inefficiencies; develop and implement effective solutions.
Partner with leadership on staffing forecasts, workforce planning, scheduling, payroll inputs, and resource allocation.
Develop, maintain, and enforce policies, procedures, work instructions, and operational best practices.
Conduct security reviews and ensure compliance with company, client, federal, and regulatory requirements.
Support audits, special projects, operational initiatives, and other duties as assigned.

Requirements

High school diploma or equivalent required.
Minimum of two (2) years of recent supervisory, team leadership, or operations management experience.
Experience in transaction processing, document management, data entry, mailroom operations, print and mail services, healthcare administration, claims processing, or business operations.
Strong leadership skills with the ability to motivate, coach, develop, and retain high-performing teams.
Excellent written and verbal communication skills, including documentation, presentations, coaching conversations, and stakeholder interactions.
Proficiency with Microsoft Office 365, including Outlook, Teams, Word, Excel, and PowerPoint.
Strong analytical, problem-solving, and decision-making skills with a focus on operational efficiency and process improvement.
Demonstrated ability to achieve results through collaboration, accountability, empathy, and effective leadership.
Ability to work onsite Monday through Friday, with occasional weekend hours based on business needs.
Ability to obtain and maintain a U.S. Government Security Clearance and successfully pass all required background screening requirements.

Skills

Transaction processing
Document management
Data entry
Mailroom operations
Print and mail services
Healthcare administration
Claims processing
Business operations
Leadership
Coaching
Team development
Communication
Microsoft Office 365
Analytical skills
Problem-solving
Decision-making
Operational efficiency
Process improvement

Location

Onsite

Work Type

Onsite
Full-time

Experience Level

2+ years of supervisory, team leadership, or operations management experience

Education Level

High school diploma or equivalent
Associate's or Bachelor's degree in Business Administration, Healthcare Administration, Operations Management, Management, or a related field (Preferred)

Salary/Compensations

$37,961-$49,300

Benefits

Health and Welfare Benefits
Retirement Savings
Employee Discounts
Career Growth Opportunities
Paid Training
Paid time off
Health insurance coverage
Voluntary dental and vision programs
Life and disability insurance
Retirement savings plan
Paid holidays
Paid time off (PTO) or vacation and/or sick time

About the Company

Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them.
Join a mission-driven organization supporting critical federal healthcare and workers' compensation programs that impact millions of Americans.
This role offers exposure to large-scale healthcare and government operations, opportunities for leadership development, and the ability to make a measurable impact on service delivery, quality, and customer outcomes.
If you are passionate about operational leadership, continuous improvement, employee development, and delivering results in a fast-paced environment, this is an opportunity to grow your career with a global organization recognized for innovation, service excellence, and employee success.
At Conduent, we want you to be yourself. We recognize that everyone is different and that how people want to work and deliver at their best is different for everyone too.
At Conduent, we are one team, one mission. We understand that our success is directly related to the success of our associates.
We strive to create a culture where you can: Bring your authentic self to work. Grow and thrive, both personally and professionally. Make a difference with our clients, in our communities, and with the millions of people we support.
When you join Conduent, you are engaged in creating the future - both our company's and your own. With more than 60,000 associates across 24 countries, we will provide you the opportunity to grow with a team of people who will challenge and inspire you to be the best!

Equal Opportunity

Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law.
For US applicants: People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by submitting their request through this form that must be downloaded: click here to access or download the form. Complete the form and then email it as an attachment to FTADAAA@conduent.com. You may also click here to access Conduent's ADAAA Accommodation Policy.