Specialist III, Knowledge Base

Grow Therapy; United States; Hybrid; USD 70,000 - 110,000; Full time

Benefits offered by this job

Health Benefits

Grow for Grow

Financial Wellness

Flexible Time Off, Holidays & Winter

Parental Leave

Mental Health Mornings/Afternoons

Wellness & Development Stipend

Commuter Benefits

Home Office & Meals

Additional Perks

Job summary

Grow Therapy is seeking a Knowledge Management & Content Operations professional to own the knowledge base, standard operating procedures, and frontline guidance. You will translate complex processes into clear content for frontline teams and coordinate with SMEs to maintain accuracy and relevance.

You’ll drive content lifecycle governance, collaborate with Training and Quality, and support product launches with up-to-date knowledge assets across RCM and related domains.

Qualifications

• 2+ years of experience in knowledge management, content operations, or related field.
• Experience working with SMEs and operational leaders to clarify ambiguity and drive decisions.
• Ability to translate complex procedures into concise, actionable guidance for diverse audiences.

Responsibilities

• Create and maintain knowledge resources for RCM and related domains.
• Translate payer rules, product behavior, and processes into clear guidance for frontline teams.
• Manage content lifecycle: intake, review, publication, and retirement.

Skills

Knowledge management

Content operations

Technical writing

Editing

Stakeholder collaboration

Tools

Notion

Jira

Intercom

Looker

Google Workspace

Content-governance tooling

Job description

About Us:

Grow was born to tackle a critical challenge: making mental health care more effective and accessible for everyone. Since launching in 2020, 15 million sessions have started on Grow, and we've barely scratched the surface. We do it through a three-sided marketplace that empowers providers, augments insurance payors, and serves patients. Every solution we build reveals ten more waiting to be delivered, and that's just what gets us going. We've backed that ambition with more than $328M in funding, including our Series D at a $3B valuation from Sequoia Capital, Transformation Capital, TCV, SignalFire, Menlo Ventures, Goldman Sachs Alternatives, and others.

At Grow, the work you do can literally change someone's life. Your work here doesn't stay on a screen; it impacts whether someone can find, afford, and access quality care. That ambition sets us apart, and offers you an endless runway to impact one of the world's most urgent issues. We don’t have passenger seats here. Everyone is driving something that matters.

This work deserves real commitment. So if you thrive on meeting problems head on, untangling serious complexity, and working at pace with the sharpest yet kindest people around, you've come to the right place.

What You’ll Do

Own RCM knowledge and build for scale

• Create, edit, organize, publish, and retire internal guides, standard operating procedures, decision trees, job aids, and other knowledge resources, initially for RCM and, over time, for additional assigned domains.

• Translate complex payer rules, compliance requirements, product behavior, and operating processes into clear, action-oriented guidance for frontline and operational teams.

• Maintain logical content architecture, naming, metadata, ownership, and findability so users can locate and apply the right guidance quickly.

Keep content accurate and validated

• Manage the content lifecycle for assigned domains, including intake, prioritization, SME review, approval, publication, revalidation, version control, and retirement.

• Test priority content against real or representative cases to confirm it leads to the correct outcome without undocumented help; document gaps and drive them to resolution.

• Monitor product, policy, payer, process, and regulatory changes and coordinate timely updates before outdated guidance creates customer or operational risk.

• Use frontline feedback, quality findings, contact drivers, search behavior, and content-performance data to identify unclear, missing, duplicative, or outdated guidance.

Partner across teams

• Build trusted relationships with RCM leaders and subject matter experts, and with additional domain owners as the role generalizes—making ownership, decisions, dependencies, and approval timelines clear.

• Partner with Training and Quality to ensure onboarding, reinforcement, and evaluation materials reflect the current source of truth.

• Support launches and process changes by identifying knowledge impacts, documenting edge cases, and confirming frontline readiness.

• Escalate unresolved policy or process ambiguity and facilitate decisions when multiple teams own pieces of the same customer or operational journey.

Improve the knowledge system

• Track and report measures such as priority-content validation coverage, validation pass rate, change-update SLA, demand coverage, knowledge-assisted quality accuracy, and user feedback.

• Recommend improvements to templates, governance, workflows, and tooling that make knowledge easier to create, maintain, find, and use.

• Structure content so it can reliably support both human teammates and AI-enabled workflows as Grow’s knowledge ecosystem evolves.

• Communicate approved knowledge updates and workflow changes to the RCM team through appropriate channels, such as Slack or team meetings, in partnership with managers. This role owns the communication of changes; RCM managers retain ownership of change management, adoption, and adherence.

You’ll Be a Good Fit If

• 2+ years of experience in knowledge management, content operations, technical or process writing, RCM/insurance operations, support enablement, or a closely related field; equivalent demonstrated internal experience is welcome.

• Working knowledge of healthcare revenue-cycle or insurance operations, such as billing, claims, denials, collections, payer requirements, credentialing, eligibility, benefits, or related workflows.

• Strong written communication and editing skills, with the ability to turn complex or incomplete source material into concise, actionable guidance for different audiences.

• Experience partnering with subject matter experts and operational leaders to clarify ambiguity, document decisions, and move content through review and approval.

• A practical quality mindset: you can test whether guidance works, identify edge cases and risk, and revise content based on evidence rather than preference.

• Strong organization and ownership, including the ability to manage competing requests, communicate tradeoffs, and keep stakeholders informed in a fast-changing environment.

• Comfort using data and feedback to prioritize content work and evaluate whether knowledge is accurate, findable, and effective.

Nice to Have

• Hands-on experience with practice-management systems, electronic health records, claims or billing platforms, or customer-support tools.

• Familiarity with commercial insurance, Medicaid, Medicare, managed care, HIPAA, CMS, or payer‑specific requirements.

• Experience with tools such as Notion, Jira, Intercom, Looker or another BI platform, Google Workspace, or content‑governance tooling.

• Experience writing structured content for AI search, agent‑assist, automation, or other knowledge‑retrieval use cases.

• Experience supporting a high‑growth, regulated, or operationally complex organization.

Full Time Employee Benefits:

• Health Benefits: Comprehensive medical, dental, vision, life, and disability coverage.

• Grow for Grow: No cost access to therapy through the Grow platform (available to US employees)

• Financial Wellness: Retirement savings programs and equity opportunities to help you invest in your future.

• Flexible Time Off, Paid Holidays & Winter Break: Flexible time off, company paid holidays (which vary by country), and a full company wide Winter Break to rest and recharge

• Parental Leave: Up to 18 weeks of paid parental leave to support you and your growing family and a new child stipend.

• Mental Health Mornings/Afternoons: Dedicated weekly flexible time for self care, whether that's therapy, exercise, journaling, time with family, or simply taking a break.

• Wellness & Development Stipend: Annual stipend to support your personal wellbeing and professional growth, from fitness and education to books and learning resources.

• Commuter Benefits: Pre tax commuter benefits to support teammates working from one of our hub locations.

• Home Office & Meals: Support for your home workspace plus meal benefits, with offerings tailored to both remote and hub based employees.

• Additional Perks: A variety of wellbeing benefits, including wellness memberships, virtual care, pet insurance discounts (where available), and global travel assistance.

Research shows that some groups hesitate to apply unless they meet every qualification. If you’re excited about this role but don’t check every box, we encourage you to apply. At Grow, we value diverse experiences, transferable skills, and the unique strengths each person brings.

Grow Therapy is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

Use of AI Tools: We use certain AI and automated tools to support recruitment. These tools help our team review applications, organize interviews, detect potential application integrity issues, and maintain interview records; they do not make final hiring decisions.

Application Review: Ashby's AI-Assisted Application Review helps review application materials against role-specific criteria and may flag potential fraud or integrity issues for recruiter review. All advancement decisions are made by our human recruiting team after independent review. See Ashby's AI Bias Audit Report.

Interview Recording: We use BrightHire to record interviews, supporting note-taking and consistency across candidates. Learn more. Interviews are confidential; you may ask your interviewer to stop recording anytime, or opt out in advance. Choosing not to be recorded will not, by itself, affect your candidacy.

AI-Assisted Recruiter Screen: For select roles, BrightHire's AI features may help structure initial recruiter screens and organize interview notes. All responses are reviewed by our recruiting team; no hiring decisions are made by AI alone.

State-specific notices: Depending on your location, you may have additional rights. Illinois: If AI analyzes a video interview, we'll provide notice, explain how it works and what it evaluates, and obtain consent beforehand. New York City: Where required, we’ll provide at least 10 business days’ notice before using an automated employment decision tool and explain how to request an alternative process. Maryland: We do not use facial recognition to create facial templates during interviews unless required notice and written consent are obtained.

Questions, accommodation requests, requests for an alternative selection process, objections to recording, or concerns about AI use? Contact [e-mail]. We’re happy to help or offer an alternative way to participate.