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About the Role

The Supervisor, Communication Operations is responsible for supporting the development, analysis, implementation, and ongoing management of member, provider, and client communications produced through the Mail Services department. This role serves as a key liaison between customers and production operations to ensure communications are accurate, compliant, accessible, cost-effective, and delivered through the appropriate channels.

Responsibilities

Analyze and document business requirements for member, provider, client, and operational communications.
Coordinate the development, review, testing, and implementation of communication templates, notices, letters, EOBs, IDNs, postcards, surveys, and outreach materials.
Evaluate existing communications and recommend improvements to readability, member experience, operational efficiency, and regulatory compliance.
Conduct impact assessments related to communication changes, regulatory updates, and client-specific requirements.
Maintain communication inventories, version controls, and governance documentation.
Support communication platforms, Quadient Inspire.
Collaborate with stakeholders to implement communication enhancements and template updates.
Participate in testing, validation, and production readiness reviews for communication changes.
Assist with document migration, template standardization, and communication modernization initiatives.
Ensure communications comply with state, federal, CMS, HIPAA, ACA, accessibility, language, and client requirements.
Review documents for accuracy, branding, formatting, and regulatory adherence.
Support Section 508 accessibility reviews and remediation efforts.
Coordinate approvals with Compliance, Legal, Marketing, and operational stakeholders.
Provide day-to-day guidance and task coordination for designated Mail Services staff or communication operations activities.
Help assign, prioritize, and monitor work to support service levels, production timelines, quality expectations, and business priorities.
Review team output for accuracy, completeness, and adherence to compliance and operational standards.

Requirements

5–7 years of experience in communications, business analysis, document management, mail operations, customer communications, healthcare operations, or a related field.
Experience gathering business requirements and managing communication-related projects.
Experience coordinating work across a small team, project group, or operational workflow preferred.
Experience working with regulated communications preferred.
Experience with Quadient Inspire or similar customer communication management (CCM) platforms preferred.
Healthcare, insurance, or regulated industry experience preferred.
Knowledge of CMS, HIPAA, ACA, and other healthcare communication requirements preferred.
Certification in Business Analysis (CBAP, CCBA, or equivalent) preferred.
Strong written and verbal communication skills.
Excellent analytical and problem-solving abilities.
Knowledge of document composition and communication management platforms.
Understanding of print and mail production processes.
Familiarity with healthcare communications, EOBs, notices, and regulated documents preferred.
Knowledge of accessibility standards (Section 508) and communication compliance requirements preferred.
Advanced Microsoft Office skills, particularly Excel, PowerPoint, and Visio.
Experience with reporting and data analysis tools.
All Associates must comply with the Health Insurance Portability Accountability Act of 1996 (HIPAA) as it pertains to disclosures of protected health information (PHI).

Skills

Quadient Inspire
Microsoft Office
Excel
PowerPoint
Visio
Reporting
Data analysis

Location

Troy, NY

Work Type

Hybrid
Onsite

Experience Level

5-7 years

Education Level

Bachelor's Degree

Salary/Compensations

$97,000.00 – $105,000.00

Benefits

Medical coverage
Dental coverage
Paid vision coverage
Paid time off
Company holidays
Retirement savings with employer contribution
Employee wellness resources
Professional development opportunities
Flexible work arrangements
Employee assistance programs

About the Company

Versant Health is one of the nation's leading administrators of managed vision care, serving over 35 million of our clients' members across the United States.
Our purpose is to make healthy vision a reality for everyone by improving access to care and education in the communities we serve.
Fueled by our mission to improve members' lives with easy-to-use vision solutions rooted in choice, value, and care, we believe that everyone has the power to become anything they set their sights on.
Our team is guided by core Leadership Principles—Perspective, Care, Drive, and Ownership—which shape how we work, lead, and grow together.
Our Management Team is committed to fostering a strong and supportive culture, cultivating a thriving work environment, providing clear direction, optimizing resources, enabling innovative solutions, and driving meaningful results.

Equal Opportunity

Versant Health is a proud Equal Employment Opportunity and Affirmative Action employer dedicated to attracting, retaining, and developing a diverse and inclusive workforce.
All qualified applicants will receive consideration for employment at Versant Health without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, national origin, marital or domestic/civil partnership status, genetic information, citizenship status, uniformed service member or veteran status, or any other characteristic protected by law.