Manager of Business Operations of Digital Mailroom

Manager II-BPM

 

Who We Are:

UST HealthProof is a trusted partner for health plans, offering an integrated ecosystem for health plan operations. Our BPaaS solutions manage complex admin tasks, allowing our customers to prioritize members’ well-being. With our commitment to simplicity, honesty, and leadership, we navigate challenges with our customers to achieve affordable health care for all.

We have a strong global presence and a dedicated workforce of over 4000 people spread across the world.

Our brand is built on the strong foundation of simplicity, integrity, people-centricity, and leadership. We stay inspired in our goal to unburden healthcare and ensure it reaches all, equitably and effectively.

 

You Are:

UST HealthProof is looking for a Manager of Business Operations of Digital Mailroom, reporting to the Sr. Business Operations Group Manager for Digital Mailroom. We are seeking a proactive, client-centered Manager of Business Operations to support the ongoing operations and relationship management of Digital Mailroom services.

This role serves as the primary point of contact for client-facing interactions, responsible for ensuring smooth day-to-day delivery, maintaining clear communication, and driving operational excellence within the defined scope of mailroom workflows, tickets, and document handling processes.

The individual will also act as a liaison between the client and our mailroom vendor, helping translate business needs into actionable vendor tasks, escalating issues appropriately, and ensuring alignment between client expectations and vendor performance. This position requires strong coordination, high attention to detail, and the ability to anticipate client needs and deliver solutions before they’re requested. The ideal candidate is highly responsive, naturally collaborative, decidedly adaptable, and thrives in a service-driven environment.

The Opportunity:

As a Manager of Business Operations of Digital Mailroom at UST HealthProof, this is your opportunity to:

•        Client and Vendor Support

•        Act as the bridge between clients and vendor, facilitating clear and effective communication to ensure mutual understanding and alignment.

•        Proactively monitor client activity and deliver timely updates, documentation, or responses without requiring escalation.

•        Coordinate and oversee project timelines, deliverables, and expectations to ensure all commitments are met.

•        Address and resolve any issues, concerns, or conflicts that may arise, maintaining professionalism and a solution-oriented approach.

•        Monitor and evaluate vendor performance to ensure compliance with client requirements and company standards.

•        Provide regular updates and reports to clients and internal teams, ensuring transparency and accountability. Operations Oversight

•        Monitor inventory volumes, key performance metrics, and mailroom throughput for applicability, accuracy and timeliness.

•        Track and assist in triaging tickets, change requests, and issues to ensure they are progressing and aligned with client expectations.

•        Escalate risks, blockers, or delays as needed to internal stakeholders or vendors.

•        Maintain up-to-date documentation, issue/resolution logs, and operational trackers.

•        Identify, solution and implement improvements to mailroom processes, leveraging experience and technology to enhance efficiency and mitigate errors. Workflow & Change Support

•        Support execution of process enhancements, change requests, and operational changes Identify, solution and implement improvements to mailroom processes, leveraging experience and technology to enhance efficiency and mitigate errors. Reporting & Visibility

•        Assist in preparing client-facing reports and performance dashboards using data from internal and vendor systems.

•        Provide insight into trends, recurring issues, and areas for improvement.

•        Ensure documentation is audit-ready and SOP-aligned.

This position description identifies the responsibilities and tasks typically associated with the performance of the position.

Other relevant essential functions may be required.

 

What You Need:

You bring:

•        Bachelor’s degree or equivalent work experience in Mailroom operations, Healthcare Administration, or a related field.

•        5+ years of experience in account management, client services, or operations coordination—preferably in healthcare or document management services.

•        Experience working with performance metrics (CPIs, KPIs, SLAs), tickets, and performance tracking tools.

•        Proven ability to lead and motivate a team, with strong communication and interpersonal skills. Familiarity with document management processes, scanning technology with associated business rule’s structure, and adherence with all necessary compliance standards.

•        Strong working knowledge of Microsoft Office (Excel, PowerPoint, Outlook), Teams, tools like JIRA or SharePoint, and mailroom specific technology such as optical character recognition (OCR) and sorting guidelines. Key Traits for Success

•        Client-First Mindset: Maintains accessibility, builds rapport, anticipates needs, and delivers clear, consistent communication with clarity and care.

•        Proactive and Reliable: Identifies efficiencies, delivers updates, resolutions, and insights before being asked.

•        Organized and Detail-Oriented: Maintains clean documentation and tracks moving parts effectively.

•        Collaborative Executor: Works well across internal and external teams to meet shared goals.

•        Adaptability: Remain flexible, resilient, open to new ideas and maintain the ability to adjust priorities when necessary.

•        Calm Under Pressure: Can juggle multiple tasks without losing accuracy or composure

Compensation can differ depending on factors including but not limited to the specific office location, role, skill set, education, and level of experience. UST HealthProof provides a reasonable range of compensation for roles that may be hired in various U.S. markets as set forth below.

Role Location: Remote

Compensation Range:  $79,000 -90,000 an hour 

 

Benefits

Full-time, regular employees accrue up to 16 days of paid vacation per year, receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year), 10 paid holidays, and are eligible for paid bereavement leave. They are eligible to participate in the Company’s 401(k) Retirement Plan with employer matching. They and their dependents residing in the US are eligible for medical, dental, and vision insurance, as well as the following Company-paid benefits: basic life insurance, accidental death and disability insurance, and short- and long-term disability benefits. Regular employees may purchase additional voluntary short-term disability benefits, and participate in a Health Savings Account (HSA) as well as a Flexible Spending Account (FSA) for healthcare, dependent child care, and/or commuting expenses. Certain regular employees may have the potential for quarterly incentive-based bonuses and or commissions depending on role. Benefits offerings vary in Puerto Rico.

Part-time employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year) and are eligible to participate in the Company’s 401(k) Retirement Plan with employer matching.

Full-time temporary employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year) and are eligible to participate in the Company’s 401(k) program with employer matching. They and their dependents residing in the US are eligible for medical, dental, and vision insurance.

Part-time temporary employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year).

All US employees who work in a state or locality with more generous paid sick leave benefits than specified here will receive the benefit of those sick leave laws.

What We Believe

At UST HealthProof, we envision a bold future for American healthcare. Our values are the bedrock beliefs our organization holds dear. They not only define what our brand stands for but also serve as a compass guiding every action and decision.

 

Guiding Principles

These principles illuminate the path of ‘how’ we operate. They detail actions and behaviors we much embody to honor our values and achieve our goals.

Simplicity

Simplifying complexity underlines everything we do—this approach is what makes us unique. We come with an open mind and straightforward approach, cutting our way to the core with measurable and actionable insights.

Integrity

Integrity is our currency to build relationships. We believe in being open and honest. It is only natural when we have nothing to hide. It demonstrates that we are here to do the right thing, no matter who is watching.

People-Centricity

Everything that we do reflects our deep bonds with peers and customers. These aren't mere transactions, but transformational ties. They shape our culture and decisions, affirming that our true value lies in the lives we touch and impact.

Leadership

Taking ownership is about taking initiative, being in-charge and driving things to completion. It’s a brave choice to ‘own’ all aspects of our work, ensuring we take full responsibility for everything we handle.

Mission

A future possible only when health plans are free from administrative burdens so they can truly focus on what matters more – their members’ well-being.

Equal Employment Opportunity Statement

UST HealthProof is an Equal Opportunity Employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other applicable characteristics protected by law. We will consider qualified applicants with arrest or conviction records in accordance with state and local laws and “fair chance” ordinances.

UST HealthProof reserves the right to periodically redefine your roles and responsibilities based on the requirements of the organization and/or your performance.

 

 

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