Supervisor, Communications Operations

About the role

Versant Health is one of the nation's leading administrators of managed vision care, serving over 35 million members across the United States. The Supervisor, Communication Operations supports 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. The position manages communication requirements, coordinates document updates, supports communication platform initiatives, analyzes communication performance, and drives continuous improvement across both print and digital communication strategies. Additionally, this role provides day-to-day supervision for designated Mail Services staff or functions.

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, including Quadient Inspire, and 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.
• 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.
• Bachelor’s degree in Business Administration, Communications, Marketing, Operations Management, Information Systems, or a related field (or equivalent work experience).

Qualifications

• Experience working with regulated communications preferred.
• Experience with Quadient Inspire or similar customer communication management (CCM) platforms.
• Healthcare, insurance, or regulated industry experience.
• Knowledge of CMS, HIPAA, ACA, and other healthcare communication requirements.
• 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.

HIPAA & Security

All associates must comply with the Health Insurance Portability Accountability Act of 1996 (HIPAA) as it pertains to disclosures of protected health information (PHI) described in the Notice of Privacy Practices and HIPAA Privacy Policies and Procedures. Associates may have access to covered information, cardholder data, or other confidential customer information and must protect it at all times by adhering to data security guidelines established within the Company’s Privacy & Security Training Program.

Benefits

We offer a comprehensive and competitive total rewards package designed to support your health, financial well-being, and work-life balance. Benefits include:

• Medical, dental, and paid vision coverage.
• Paid time off and company holidays.
• Retirement savings with employer contribution.
• Employee wellness resources.
• Professional development opportunities.
• Flexible work arrangements (additional benefits may include employee assistance programs and other support programs).

Pay

The expected pay range for this position is $97,000.00 – $105,000.00, based on factors such as experience, skills, and role requirements. Actual pay within the range will be determined during the hiring process and in accordance with applicable wage and hour laws.

Schedule

Versant Health strongly prefers candidates who are able to work hours aligned with the Eastern Time Zone or Central Time Zone. Applicants must reside within the continental United States.