Knowledge Management Technical Writer

TriWest Healthcare Alliance in; Phoenix (AZ); Remote; USD 54,000 - 57,000; Full time

Job summary

An established industry player is seeking a Knowledge Management Technical Writer to enhance customer service through effective content creation. This role involves developing various forms of documentation, ensuring consistency across communication channels, and collaborating with teams to maintain operational processes. The ideal candidate will have a strong background in healthcare, excellent writing skills, and the ability to thrive in a fast-paced environment. Join a mission-driven organization that values teamwork and offers a supportive work culture, along with competitive compensation and benefits.

Benefits

Medical, Dental and Vision Coverage

Generous paid time off

401(k) Retirement Savings Plan

Tuition reimbursement

Paid volunteer time

Qualifications

• Two years of healthcare experience required.
• Demonstrated experience writing instructional communications.

Responsibilities

• Develops content to enhance customer service experience.
• Communicates operational changes to stakeholders.

Skills

Microsoft Office

Healthcare Experience

Instructional Writing

Process Improvement

Medical Terminology

Education

High School Diploma or GED

Associate's Degree in Business

Tools

SalesForce

CareRadius

Job description

Knowledge Management Technical Writer (Finance)

Knowledge Management Technical Writer (Finance)

We offer remote work opportunities (AK, AR, AZ, CO, FL, HI, IA, ID, IL, KS, LA, MD, MN, MO, MT, NE, NV, NM, NC, ND, OK, OR, SC, SD, TN, TX, UT, VA/DC, WA, WI & WY only).

Our Department of Defense contract requires US citizenship and a favorably adjudicated DOD background investigation for this position.

Veterans, Reservists, Guardsmen and military family members are encouraged to apply!

Job Summary

Responsible for developing multiple forms of content to enhance TriWest's customer service experience. Creates content to highlight products and services and reviews competitor content and market trends to identify new content ideas. Ensures consistency across all customer service communication channels, to include procedures, call center scripting, chat, and correspondence. Ensures contract change orders are interpreted accurately and transformed into appropriate knowledge articles for use by contact center personnel. Consults with business owners and other process participants to maximize the accuracy of content and the readability of the completed documents by intended audiences. Serves as a subject matter expert for assigned operational processes. Works closely with operational team, management and corporate communications team to maintain and update operational process documentation and training. Partners with training team members to ensure new hire and continuous training is accurate and relevant. Partners with colleagues and management to ensure operational consistency across the enterprise.

Education & Experience

Required:

• Must be a U.S. Citizen
• Must be able to receive a favorable Interim and adjudicated final Department of Defense (DoD) background investigation
• High school diploma or GED
• Two years of healthcare experience
• Two years of experience using Microsoft Office
• Demonstrated experience influencing or leading others to productive outcomes
• Demonstrated experience writing instructional or procedural communications or documents
• Working knowledge of medical terminology

Preferred:

• Experience in identifying and/or implementing process improvements
• Associate's degree or equivalent college hours in Business or related field

Key Responsibilities

• Writes and edits content, desk procedures and job aids based on current business rules, operational processes and contract modifications.
• Works closely with operations leadership to develop and update training curriculum.
• Communicates operational process changes to all stakeholders to include training team and operational leaders.
• Effectively negotiates disagreements or misunderstandings of operational processes to get to correct consensus.
• Ensures operational consistency across the enterprise.
• Uses results of call monitoring review and/or audits to refine desk procedures, training content, and process documents.
• Partners with other TriWest departments to identify, address, and resolve process issues to ensure high quality service levels throughout TriWest.
• Seeks advice and escalates policy and/or procedure issues or problem as warranted.
• Actively stays up to date of knowledge in all aspects of assigned TriWest programs.
• Works closely with management to achieve goals and performance standards.
• Performs other duties assigned.
• Regular and reliable attendance is required.

Competencies

Computer Literacy: Ability to function in a multi-system Microsoft environment using Word, Outlook, Excel and PowerPoint, TriWest Intranet, the Internet, and department software applications.

Independent Thinking / Self-Initiative: Critical thinking skills including the ability to focus on things which matter most to achieving outcomes; commitment to task to produce outcomes without direction and to find necessary resources.

High Intensity Environment: Ability to function in a fast-paced environment with multiple activities occurring simultaneously while maintaining focus and control of workflow.

Multi-Tasking / Time Management: Prioritize and manage actions to meet changing deadlines and requirements within a high volume, high stress environment.

Organizational Skills: Ability to organize people or tasks, adjust to priorities, learn systems, within time constraints and with available resources; detail-oriented.

Problem Solving / Analysis: Ability to solve problems through systematic analysis of processes with sound judgment; has a realistic understanding of relevant issues

Technical Skills: Working knowledge of SalesForce, CareRadius and other operational software applications.

Working Conditions

Working Conditions:

• Availability to cover any shift
• Works in a standard office or telecommuting environment
• Extensive computer work with prolonged sitting
• Department of Defense security clearance

Company Overview

Taking Care of Our Nation's Heroes.

It's Who We Are. It's What We Do.

Do you have a passion for serving those who served?

Join the TriWest Healthcare Alliance Team! We're On a Mission to Serve!

Our job is to make sure that America's heroes get connected to health care in the community.

At TriWest Healthcare Alliance, we've proudly been on that important mission since 1996.

DoD Statement

Our Department of Defense contract requires US citizenship and a favorably adjudicated DOD background investigation for this position.

Benefits

We're more than just a health care company. We're passionate about serving others! We believe in rewarding loyal, hard-working people who are willing to learn as they grow. TriWest Healthcare Alliance values teamwork. Join our team, fulfill your responsibilities, and you may also be considered for frequent pay raises, overtime opportunities to earn even more, recognition and reward programs, and much more. Of course, we also offer a comprehensive and progressive compensation and benefits package that includes:

• Medical, Dental and Vision Coverage
• Generous paid time off
• 401(k) Retirement Savings Plan (with matching)
• Short-term and long-term disability, basic life, and accidental death and dismemberment insurance
• Tuition reimbursement
• Paid volunteer time

TriWest job postings typically include a salary range, which can vary based on the specific role and location, but generally this position ranges from around $54,000 to $57,000 per year.

Equal Employment Opportunity

TriWest Healthcare Alliance is an equal employment opportunity employer. We are proud to have an inclusive work environment and know that a diverse team is a strength that will drive our success. To that end, TriWest strives to create an inclusive environment that cultivates and supports diversity at every organizational level, including hiring and retaining a diverse workforce, and we highly encourages candidates from all backgrounds to apply. Applicants are considered for positions without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or any other consideration made unlawful by applicable federal, state, or local laws.