Process Writer

Gainwell Technologies LLC; Columbus (OH); Remote; USD 57,000 - 81,000; Full time

Benefits offered by this job

Generous vacation policy

401(k) employer match

Comprehensive health benefits

Educational assistance

Job summary

Gainwell Technologies is seeking a Process Writer to join our Customer Experience team. The role focuses on documenting processes, producing SOPs and DLPs, and mapping workflows across CX functions.

You will work with Lean Six Sigma Black Belts to standardize content, ensure accuracy, and implement documentation templates, templates, and version control. A bachelor's in technical writing or related field is required.

Qualifications

• Bachelor's degree or equivalent in technical documentation or process writing.
• Experience documenting SOPs, DLPs, and process maps.
• Strong writing, editing, and attention to detail.

Responsibilities

• Document existing processes with flowcharts and maps.
• Develop, maintain, and version-control SOPs and DLPs.
• Perform QA and gather stakeholder feedback for updates.
• Establish standards and templates for CX documentation.
• Collaborate with cross-functional teams and manage projects.

Skills

Process mapping

Documentation

SOP development

DLP development

Stakeholder collaboration

Leadership in meetings

Analytical mindset

Project coordination

Education

Bachelor's degree in Technical Writing or related field

Tools

Microsoft Word

Excel

PowerPoint

SharePoint

Visio

MS Project/Planner

Job description

Great companies need great teams to propel their operations. Join the group that solves business challenges and enhances the way we work and grow. Working at Gainwell carries its rewards. You’ll have an incredible opportunity to grow your career in a company that values your contributions and puts a premium on work flexibility, learning, and career development. Summary

Gainwell Technologies is seeking a highly motivated and detail-oriented Process Writer to join our Customer Experience (CX) team. This role will be instrumental in documenting processes, writing procedures, creating Standard Operating Procedures (SOPs) and Desk Level Procedures (DLP), and creating process maps for all CX functional areas. The ideal candidate will work closely with Lean Six Sigma Black Belts and other team members to ensure comprehensive and standardized process documentation that aligns with best practices.

Your role in our mission

• Process Documentation: The role involves working closely with Lean Six Sigma Black Belts and CX teams to document existing processes through detailed flowcharts, process maps, and written descriptions. This includes conducting a thorough gap analysis to identify inefficiencies and suggesting improvements, ensuring that all documentation is standardized, consistent, and aligned with organizational and industry best practices.
• SOP and DLP Development: Responsibilities include writing and maintaining clear, concise, and standardized SOPs and DLPs for all CX functional areas. Regular reviews and updates of SOPs and DLPs are necessary to ensure accuracy and relevance considering process changes or new requirements. Implementing version control procedures to track changes and updates is also a key aspect.
• Quality Assurance: The role includes conducting periodic reviews and validations of process documentation to ensure it reflects actual operations and complies with operational standards. Gathering feedback from stakeholders and operational teams to refine and enhance documentation as necessary is an important responsibility.
• Documentation Standards: Developing and implementing documentation standards and best practices to ensure consistency and usability across all CX processes is required. Creating and maintaining documentation templates, tools, and resources to facilitate standardized practices is also part of the job.
• Collaboration: Working with cross-functional teams to gather information, clarify process details, and ensure comprehensive documentation is a key responsibility. Engaging with stakeholders to understand their needs and incorporating their feedback into documentation will be essential.
• Project Management, Reporting and Communication: The role involves tracking and reporting progress on documentation projects, ensuring deadlines are met and deliverables are of high quality. The Process Writer is responsible for managing documentation-related project activities, including work planning, milestone tracking, risk identification, stakeholder coordination, and escalation of issues that may impact project timelines or deliverables. Clear communication of findings, recommendations, and project updates to team members, stakeholders, and management is critical.

What we're looking for

Basic Qualifications

• Bachelor's degree in Technical Writing, Business, Communication, or related field OR equivalent combination of education and experience in technical/process writing, SOP/DLP development, and/or operational documentation.

• Knowledge management skills; involving identifying, creating, storing, and disseminating information so that it is accessible and actionable for employees and stakeholders.
• Confidence in leading Teams meetings and gaining the necessary process information from others.
• Good communication and interpersonal skills to interact and develop relationships, influencing both internal and external business units and subject matter experts.
• Microsoft Office Suite experience and proficiency, most extensively in Word (styles, templates, document control), Excel (tracking, data organization, basic formulas), PowerPoint, and SharePoint (document management, version control).
• Working knowledge of process mapping techniques, with the ability to facilitate stakeholder discussions, document current and future-state workflows, and develop process maps using Visio or similar applications.
• An analytical mindset to accurately break down and record processes.
• Ability to work as part of a team to identify and create solutions, as well as independently to manage and complete projects and tasks.

Preferred Qualifications

• Industry knowledge of Medicaid operations (Claims, Prior Authorization, Provider Enrollment, Contact Center, Mailroom).
• Demonstrated experience translating complex workflows into clear, standardized documentation (SOPs, DLPs, process maps).
• Experience with Lean Six Sigma methodologies or Lean Six Sigma Green Belt Certification is a plus.
• Demonstrated experience managing projects with multiple workstreams, including task decomposition, dependency tracking, and timeline management using project management tools (e.g., MS Project, Planner, or equivalent).
• Strong analytical and problem‑solving skills with the ability to identify process gaps, evaluate alternatives, and recommend effective solutions.
• Proficiency in personal computer and business software applications, including Microsoft Office Suite and other business productivity tools.

What you should expect in this role

• Remote position (US only)
• Opportunities to travel through your work (0-10%)
• Video cameras must be used during all interviews, as well as during the initial week of orientation
• The deadline to submit applications for this posting is 10/30/2026

The pay range for this position is $56,900.00 - $81,300.00 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors.

• All salaried, full-time candidates are eligible for our generous, flexible vacation policy, a 401(k) employer match, comprehensive health benefits, and educational assistance.

We believe nothing is impossible when you bring together people who care deeply about making healthcare work better for everyone. Build your career with Gainwell, an industry leader. You’ll be joining a company where collaboration, innovation, and inclusion fuel our growth. Learn more about Gainwell at our company website and visit our Careers site for all available job role openings.

Gainwell Technologies is an Equal Opportunity Employer, where all qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), age, sexual orientation, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Gainwell Technologies defines “wages” and “wage rates” to include “all forms of pay, including, but not limited to, salary, overtime pay, bonuses, stock, stock options, profit sharing and bonus plans, life insurance, vacation and holiday pay, cleaning or gasoline allowances, hotel accommodations, reimbursement for travel expenses, and benefits.