Supervisor, Communications Operations

Supervisor, Communications Operations

Hybrid role, three days a week in the Troy, NY office.

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

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.

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…