We are looking for a Technical Writer to produce high-quality documentation that contributes to the overall success of our services.

How you can make a difference:

• Partner with subject matter experts to develop comprehensive documentation that meets organizational and legal standards as well as contact center-specific protocols and processes.

• Responsible for outlining standard operating procedures and updating content timely based on new information.

• Partners closely with the support teams to help build and/or update materials and documentation.

• Ability to translate complex information into simple, polished, and engaging content.

• Create high-quality documentation with user-friendly content that meets the needs of the target audience.

• Review and/or copy-edit content developed by other members of the team.

• Research, outline, write, and edit new and existing content, working closely with various subject matter experts to understand documentation requirements and develop innovative approaches for improvement.

• Develop content in various media forms for maximum usability, with consistent information across all documentation.

Skills for success:

• Proven working experience in technical writing of processes, policies, and procedures.

• Ability to deliver high quality documentation paying attention to details.

• Ability to quickly grasp complex technical concepts and make them easily understandable in text and pictures.

• Excellent written skills in English

• Strong working knowledge of Microsoft Office

• Extremely detail oriented and organized.

• Ability to identify process improvement, maintain appropriate permissions within the tool and ensure appropriate approval process is followed before publishing documentation.

Experience to drive change:

• Adaptability: handles frequent or unexpected changes with a positive attitude

• Collaboration: ability to establish and maintain effective and working relationships with managers, team-members, and other customers

• Communication: speaks clearly, listens and gains clarification when needed, and responds well to questions

• Confidentiality: complies with HIPAA confidentiality standards when accessing or communicating patient information

• Diversity: shows respect and sensitivity for cultural differences

• Humility: low ego; engenders trust; respectful

• Self-motivated: energetic self-starter, strong sense of ownership with personal accountability

• Teamwork: is open and objective to other’s views, gives and welcomes feedback, and contributes to positive team spirit

From a more practical level this is the actual day to day items this role will be accountable for:

• Announcements- handle the breaking news providers, clinics, and markets utilizing a template to post these updates real time.

• Feedback- Research feedback requests received in KMS for validity and resolve the invalid submissions responding back to the submitter explaining why and updating the valid submissions using the workflow process so they can go through approvals for publication.

• Test new articles and scenarios for usability, clarity. Replicate errors and validate they are issues for troubleshooting.

• Complete Clinic, provider, and insurance updates

• Gather screenshots and gifs and screen recordings of every action Athena, Web scheduler and CRS view in kms. This can be done for all the existing articles and anytime we are making new articles.

• Attend Call calibrations and take notes for the knowledge team and bring back any questions or request.

• We will provide training in HTML editing and how to use the workflow tool within KMS.