Hybrid Role, 3 days a week in the Troy, NY office

Supervisor, Communications Operations

Who are we?

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.

See how you can make a difference with the support of strong leadership and a team environment.

Versant Health: Making Healthy Vision a Reality for Everyone

What are we looking for?

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.

 

The Supervisor, Communication Operations will manage communication requirements, coordinate document updates, support communication platform initiatives, analyze communication performance, and help drive continuous improvement across both print and digital communication strategies. This position will also provide day-to-day supervision for designated Mail Services staff or functions, helping coordinate priorities, provide guidance, monitor work quality, and escalate resource or performance concerns as appropriate. 

Where you will have an impact

Communication Management & Analysis

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.

Communication Platform Support

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.

Compliance & Quality Assurance

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.

Supervisory & Team Coordination

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. 

What’s necessary to do the job?

Experience, Education, And Certifications/Licenses:

Education

Bachelor's Degree

Preferred

Bachelor's degree in Business Administration, Communications, Marketing, Operations Management, Information Systems, or a related field.

Equivalent work experience may be considered in lieu of education.

Experience

5 Years

Required

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. 

Preferred 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.

Knowledge & Skills

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.

Licenses and Certifications

CBAP, CCBA

Preferred

Certification in Business Analysis (CBAP, CCBA, or equivalent) preferred.

HIPAA & Security Requirements

All Associates must comply with the Health Insurance Portability Accountability Act of 1996 (HIPAA) as it pertains to disclosures of protected health information (PHI) as described in the Notice of Privacy Practices and HIPAA Privacy Policies and Procedures. As a component of job roles and responsibilities, Associates may have access to covered information, cardholder data or other confidential customer information which must be protected at all times. As a result, Associates must explicitly adhere to all data security guidelines established within the Company’s Privacy & Security Training Program.

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; and professional development opportunities. Additional benefits may include flexible work arrangements, employee assistance programs, and other programs that support you both at work and beyond.

This role is compensated on an hourly basis. 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.

Versant Health will never request money from candidates who seek employment with us and will never ask for any payment as part of the recruitment process.

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 regards 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.

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, Versant Health believes 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.

Versant Health

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Supervisor, Communications Operations