Content Management Specialist

Word & Brown Companies; United States; Remote; Full time

Job summary

Join a leading company in enhancing customer communication through effective written correspondence. You will be responsible for managing professional letters, collaborating across departments, and ensuring compliance with guidelines. This role demands excellent communication and analytical skills to foster customer relationships and satisfaction.

Qualifications

• 3-5 years’ experience in content management or customer communication.
• Proven expertise in letter writing and managing professional correspondence.
• Knowledge of compliance standards and administrative guidelines.

Responsibilities

• Compose and manage customer communication ensuring clarity and compliance.
• Analyze feedback to improve communication strategies and customer satisfaction.
• Implement quality assurance processes for written correspondence.

Skills

Communication

Critical Thinking

Analytical Skills

Customer Service

Time Management

Education

Bachelor’s degree in Communications, English, Business, or related field

Tools

Microsoft Office Suite

Job description

Orange Office
721 S Parker Street
Suite 140
Orange, CA 928684727, USA

Description

Hourly rate from $25.00 to $30.00 an hour (DOE)

Purpose of Position: Enhance customer communication by creating, reviewing, and maintaining all written correspondence from the CHOICE Operations Center. Ensure clarity, compliance, and alignment between internal guidelines and external messaging. Gather insights to align all messaging with our core values: Integrity, Service, Passion, Innovation, Accountability, and Respect to enhance the overall customer experience, fostering trust and reliability in our communications and building loyalty to our brand.

Essential Functions:

• Compose professional and engaging letters to customers, requesting or informing them of specific information while ensuring clarity and a sense of urgency.

• Manage the creation, review, and implementation of confirmation letters, notifications about pending items, and decline communications to ensure they are clear and effective.

• Regularly review and refresh content in accordance with the Administrative Handbook to maintain up-to-date practices and messaging.

• Collect and analyze customer feedback on written communications to identify areas for improvement.

• Develop and implement strategies that promote transparent and effective communication with customers, thereby strengthening relationships and enhancing customer satisfaction.

• Establish performance metrics for written correspondence and evaluate their effectiveness in enhancing customer communication.

• Implement a quality assurance process for all written materials to ensure they meet high standards before distribution.

• Leverage communication tools and platforms to streamline processes, enhance collaboration, and improve the timeliness of customer communications.

• Stay informed about changes in regulations that may affect written communications, ensuring prompt adaptation to new requirements.

• Collaborate with the Operations team and other departments to coordinate cohesive letter writing across the organization.

• Generate and refine ideas for literature and the Administrative Handbook.

• Partner with external departments to ensure compliance with relevant legal regulations and organizational policies.

• Serve as the authority in Operations on all reference material related to CHOICE.

• Understand company policies and procedures as they apply to CaliforniaChoice and ChoiceBuilder plans.

• Create reports, memos, emails, and notices as needed.

• Provide consistent feedback to upper management regarding progress, challenges, and potential areas for improvement.

• Adhere to all PHI (Personal Health Information) guidelines.

• Regular onsite or remote attendance and punctuality are essential job requirements.

• Perform other business tasks or functions as assigned.

Knowledge, Skills & Abilities Required:

• Excellent communication skills in English, both written and verbal, with a strong command of grammar.

• In-depth understanding of style and formatting standards commonly used in the modern workplace.

• Proven expertise in letter writing, showcasing sharp attention to detail.

• Strong analytical and critical thinking abilities for effective problem-solving.

• Proficient in assessing customer needs and tailoring messages to meet their specific requirements.

• Creative mindset with the capacity for strategic thinking.

• Skilled at building and maintaining cooperative working relationships with customers, staff, and management.

• Effective communicator, able to interact with employees and customers at all levels.

• Strong organizational skills with the ability to manage time effectively and prioritize tasks while multitasking.

• Excellent customer service skills and interpersonal abilities, capable of effectively relating to others.

• Capability to analyze customer feedback and performance metrics to identify areas for improvement.

• Insight into fostering effective customer interactions and communication strategies.

• Skills to manage timelines and ensure the timely completion of communication tasks.

• Ability to quickly adjust communications in response to regulatory changes or new guidelines.

• Competence in utilizing various communication tools and platforms to enhance productivity and communication efficiency.

• Understanding of relevant laws and guidelines governing written communications.

• Knowledge of methodologies for ensuring high standards in written materials.

• Ability to retain and recall large amounts of information.

• Typing speed of at least 50 WPM.

• Proficient in Microsoft Office Suite (Access, Word, Excel, PowerPoint, Visio, Publisher, SharePoint, Outlook) and web-based technologies.

• Highly motivated self-starter who takes initiative, is accountable, and possesses strong interpersonal and service-oriented skills.

• Ability to work effectively in a team-oriented environment.

• Knowledge of the healthcare insurance industry is a plus.

• Experience in customer service and phone etiquette is required.

• Customer Focus, Learning on the Fly, Listening, Written Communication, Time Management, Boss Relationships, Comfort Around Higher Management, Interpersonal Savvy

In addition to the KSAs and Additional Competencies listed above, there are more competencies related to this position. Please refer to the Individual Contributor – Specialist competency addendum.

Educational & Work Requirements:

• Bachelor’s degree in Communications, English, Business, or related field.

• Three to five (3-5) years’ experience working in content management (i.e., writing policies, procedures, company communications).

• Proven experience in customer communication, writing, or a similar role.

• Familiarity with compliance standards and administrative guidelines is a plus.

Physical Requirements: Must be able to sit for extended periods with occasional standing and walking. Must have adequate hearing for phone work. Vision requirements include close vision and the ability to adjust focus. Must be able to use a keyboard and other office equipment. Ability to lift up to 10 lbs. occasionally.

Qualifications

Education

Required

Bachelors or better in Business Administration or related field.

Bachelors or better in English or related field.

High School/GED or better.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.