Mgr. - Supplemental Health Operations & Document Management

Job Responsibilities and Requirements

KEY RESPONSIBILITIES

• other duties as assigned*

The Manager of Document Management & Supplemental Health Operations is responsible for the strategic leadership, operational excellence, and continuous improvement of two critical functional areas: the Document Management Department and the Supplemental Health Operations team. This role ensures efficient document intake, handling, storage, and workflow processes while also overseeing high‑quality service delivery for Supplemental Health products, including claims operations, customer service support, compliance, and performance management.

The leader in this position drives cross‑department alignment, promotes a culture of accuracy, customer focus, and operational efficiency, and ensures that all functions support enterprise goals.

Key Responsibilities

Strategic Leadership & Planning

• Develop and execute long‑term strategies for both Document Management and Supplemental Health Operations to improve efficiency, quality, and customer satisfaction.
• Establish KPIs, operational benchmarks, and performance scorecards for both functions.
• Forecast resource needs and implement scalable processes to support business growth.
• Partner with senior leadership across Claims, IT, Compliance, and Product to support enterprise goals.

Document Management Oversight

• Lead the end‑to‑end document lifecycle, including intake, digitization, indexing, routing, archival, and retrieval.
• Oversee the implementation and maintenance of document management systems (DMS), workflow automation tools, and imaging technologies.
• Ensure turnaround time (TAT) and accuracy goals are met or exceeded.
• Collaborate with IT to ensure system reliability, data security, and process automation enhancements.
• Ensure compliance with HIPAA, data privacy regulations, retention policies, and audit requirements.

Supplemental Health Operations Oversight

• Lead operations supporting Supplemental Health products (e.g., Accident, Critical Illness, Hospital Indemnity, Cancer, and other ancillary coverages).
• Oversee claims adjudication, customer support, quality assurance, and process improvement for Supplemental Health.
• Ensure claims decisions are accurate, timely, and aligned with policy provisions, regulatory requirements, and departmental guidelines.
• Implement workforce planning, training programs, and staff development to enhance team capability and knowledge.
• Partner with internal Compliance, Legal, and Risk teams to ensure regulatory and policy adherence.

Operational Excellence & Continuous Improvement

• Champion automation, digitization, and workflow optimization across both departments.
• Identify, evaluate, and implement technology solutions that reduce manual work and improve processing quality.
• Utilize data analytics to drive insights, reduce processing variability, and improve customer outcomes.
• Foster a culture of transparency, accountability, and continuous improvement.

Team Leadership & People Management

• Manage, develop, and mentor a multi‑layered team of leaders, supervisors, and specialists.
• Promote a high‑performance culture with clear goals and professional development.
• Lead change management efforts and communicate strategic priorities clearly and effectively.
• Oversee recruitment, workforce planning, and succession planning.

Cross‑Functional Collaboration

• Work closely with Claims leadership to ensure seamless integration of document handling with claim workflows.
• Partner with training, quality, compliance, and product teams to streamline processes and enhance service quality.
• Serve as primary liaison between operations teams and technology groups for system enhancements.
• Support enterprise initiatives related to customer experience, transformation, risk mitigation, and operational modernization.

REQUIRED KNOWLEDGE, SKILLS, ABILITIES, COMPETENCIES, AND/OR RELATED EXPERIENCE

• or equivalent experience gained from any combination of formal education, on-the-job training, and/or work and life experience*

Required Knowledge, Skills, Abilities and/or Related Experience

• Bachelor's degree in Business Administration, Operations Management, Insurance, or related field.
• 3-5+ years of leadership experience in insurance operations, claims, document management, or supplemental health.
• Demonstrated success leading multi‑functional teams.
• Strong understanding of workflow management, imaging systems, and operational controls.
• Excellent communication, stakeholder management, and strategic planning skills.
• Experience driving process improvement, automation, or digital transformation.

Preferred

• Prior leadership experience in Supplemental Health products or disability/ancillary benefits operations.

Ability to Travel: None

PHYSICAL REQUIREMENTS

When used in the description below, the following terms are defined as:

"Occasional": done only from time to time, but necessary when it is performed

"Frequent": regularly performed; generally an act that is required on a daily basis

"Continuous": typically performed for the majority of an employee's shift

Sitting for prolonged periods of time, frequently standing, walking distances up to one mile, bending, crouching, kneeling, reaching, occasionally lifting 25lbs, extensive typing, picking up and holding small objecting and otherwise using primarily the fingers rather than the entire hand. Employee is required to have visual acuity sufficient to perform activities such as preparing and analyzing data and figures; transcribing notes; viewing a computer terminal and extensive reading. Employee is required to have hearing sufficient to understand verbal instruction and answer telephones. Reliance Matrix will provide qualified employees with a reasonable accommodation in accordance with applicable law.

CORE VALUES

• Collaboration
• Compassion
• Empowerment
• Integrity
• Fun

The above description reflects the general details considered necessary to describe the principle responsibilities and functions of the job identified and shall not be construed as a detailed description of all the work requirements that may be inherent to this job.

The expected hiring range for this position is $83,580.00 - $120,500.00 annually. This expected hiring range covers only base pay and excludes any other compensation components such as commissions or incentive awards. The successful candidate's starting base pay will be based on several factors including work location, job-related skills, experience, qualifications, and market conditions. These ranges may be modified in the future.

Work location may be flexible if approved by the Company.

What We Offer

At Reliance Matrix, we believe that fostering an inclusive culture allows us to realize more of our potential. And we can't do this without our most important asset-you.

That is why we offer a competitive pay package and a range of benefits to help team members thrive in their financial, physical, and mental wellbeing.

Our Benefits:

• An annual performance bonus for all team members
• Generous 401(k) company match that is immediately vested
• A choice of three medical plans (that include prescription drug coverage) to suit your unique needs. For High Deductible Health Plan enrollees, a company contribution to your Health Savings Account
• Multiple options for dental and vision coverage
• Company provided Life & Disability Insurance to ensure financial protection when you need it most
• Family friendly benefits including Paid Parental Leave & Adoption Assistance
• Hybrid work arrangements for eligible roles
• Tuition Reimbursement and Continuing Professional Education
• Paid Time Off - new hires start with at least 20 days of PTO per year in addition to nine company paid holidays. As you grow with us, your PTO may increase based on your level within the company and years of service.
• Volunteer days, community partnerships, and Employee Assistance Program
• Ability to connect with colleagues around the country through our Employee Resource Group program

Our Values:

• Integrity
• Empowerment
• Compassion
• Collaboration
• Fun

EEO Statement

Reliance Matrix is an equal opportunity employer. We adhere to a policy of making employment decisions without regard to race, color, religion, sex, national origin, citizenship, age or disability, or any other classification or characteristic protected by federal or state law or regulation. We assure you that your opportunity for employment depends solely on your qualifications.

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