The Mailroom COE Associate oversees and coordinates the work of all mailroom vendor partners supporting Cognizant's clients, ensuring operational accuracy, timeliness, compliance, and service-level performance. This role is the primary operational liaison between internal teams, client stakeholders, and vendor partners — driving daily production oversight, issue resolution, performance monitoring, reporting, and new client implementation support across mailroom intake, sorting, scanning, indexing, fulfillment, and correspondence handling.
In this role, you will:
•Monitor daily vendor operations (intake, sorting, scanning, indexing, fulfillment, exception handling) and track performance against SLAs, turnaround times, and quality standards.
•Review dashboards, production reports, and quality/exception trends; identify gaps and drive resolution with vendor leadership.
•Lead vendor governance meetings, including metrics, issue logs, and root cause analysis.
•Support onboarding of new clients, workflows, and mailroom requirements as the mailroom SME.
•Define scope, volumes, SLAs, and reporting needs with cross-functional teams.
•Document SOPs and process flows; support testing, pilots, training, and cutover.
•Monitor early-life production and drive issue resolution post-go-live.
•Serve as liaison across client, operations, and vendor teams on inventory status, priorities, and exceptions.
•Escalate risks, delays, and compliance concerns promptly.
•Support capacity, holiday, and business continuity planning with the COE lead.
•Monitor HIPAA/PHI, data privacy, and chain-of-custody adherence.
•Support corrective action plans for defects, missed SLAs, or misrouted/delayed documents.
•Participate in audits and control reviews; keep documentation current.
•Prepare daily/weekly/monthly performance reports; analyze volume, aging, and defect trends.
•Recommend processes, automation, and reporting improvements to leadership.
What you need to have to be considered:
•High school diploma or equivalent
•Healthcare mailroom, document management, claims/enrollment, fulfillment, or vendor management experience
•Experience with third-party vendors or offshore/onshore delivery teams a plus
•Strong grasp of production management, SLA tracking, and issue escalation
•Proficient in Excel, Word, PowerPoint, and Outlook
•Strong analytical, verbal, and written communication skills
This will help you stand out:
•Bachelor's degree preferred.
•Knowledge of healthcare payer operations and mailroom technologies (e.g., OCR)
•Familiarity with HIPAA/PHI and document handling requirements
•Experience building SOPs, dashboards, and governance materials.
•Strong problem-solving and organizational skills; comfortable managing multiple priorities in a high-volume, deadline-driven environment
Cognizant will only consider applicants for this position who are legally authorized to work in the United States without requiring company sponsorship now or at any time in the future.
We are excited to meet people who share our mission and can make an impact in a variety of ways. Do not hesitate to apply, even if you only meet the minimum requirements listed. Think about your transferable experiences and unique skills that make you stand out as someone who can bring new and exciting things to this role.
Hourly Rate and Other Compensation:
Applications will be accepted until August 10, 2026.
The hourly rate for this position is between $17.00 – $19.00 per hour depending on the experience and other qualifications of the successful candidate.
This position is also eligible for Cognizant’s discretionary annual incentive program, based on performance and subject to the terms of Cognizant’s applicable plans.
Benefits: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:
•Medical/Dental/Vision/Life Insurance
•Paid holidays plus Paid Time Off
•401(k) plan and contributions
•Long-term/Short-term Disability
•Paid Parental Leave
•Employee Stock Purchase Plan
Disclaimer: The hourly rate, other compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.
À propos de Cognizant
Cognizant (NASDAQ : CTSH) est un AI Builder et une entreprise de services numériques (ESN) élaborant des solutions complètes d’IA maximisant les investissements pour des résultats concrets. Sa profonde expertise des métiers, des processus et des technologies lui permet d’intégrer dans les systèmes technologiques le contexte unique de chaque organisation de l’ingénierie à la production à l’échelle. Son objectif : améliorer l’efficacité des équipes, créer de la valeur et permettre aux grandes entreprises de rester performantes dans un monde qui évolue rapidement. Pour en savoir plus : cognizant.ai ou @cognizant.
Renseignments suppplémentaires sur l'emploi
Les informations sur la rémunération sont exactes à la date de publication. Cognizant se réserve le droit de modifier ces informations à tout moment, conformément aux lois applicables.
Les exigences linguistiques varient selon les postes, mais nous demandons à tous les candidats d’avoir une connaissance de base de l’anglais afin de faciliter les communications internes à l’échelle de l’entreprise. Pour les postes basés au Québec, une maîtrise de l’anglais est requise puisque vous fournirez des services et collaborerez avec des parties prenantes situées hors de la province, qui ne parlent pas nécessairement le français.
Cognizant est un employeur souscrivant au principe de l’égalité d’accès à l’emploi. Votre candidature et votre dossier ne seront pas examinés en fonction de la race, de la couleur, du sexe, de la religion, des croyances, de l'orientation sexuelle, de l'identité de genre, de l'origine nationale, du handicap, de l'information génétique, de la grossesse, du statut d'ancien combattant ou de toute autre caractéristique protégée telle que décrite par les lois fédérales, provinciales ou locales.
Si vous avez un handicap qui nécessite un aménagement raisonnable pour rechercher une offre d'emploi ou poser une candidature, envoyiez un courriel à [email protected] avec votre demande et vos coordonnées.
