Description:
Job Summary:
The Technical Content Writer will employ technical writing skills to support all business functions by developing and implementing documented procedures for our workflows to best support operational efficiency, continued growth and success as an organization. This position will create, edit, audit and publish processes and procedures and notify all necessary parties of those changes.
Duties and Responsibilities
- Create, maintain, and manage a documentation system which classifies and organizes process publications for user access and tracking.
- Communicate documentation status to management and team members
- Understands validation concepts in order to produce documentation for validated systems
- Submit completed documents or projects within Service Level Agreement timeframes
- Maintain accurate data in various platforms for variety of end users
- Publish, proofread, and edit documents to ensure ongoing compliance and quality
- Control and organize technical procedures and content material submitted for creating or editing new or existing technical documentation
- Work with subject matter experts to develop user guides, SOPs, job aides, processes, functional descriptions, system specifications, reports, manuals, guidelines, training, briefings and presentations, special reports, and other project deliverables to meet contract requirements
- Meet with the leaders and selected members of each vertical to acquire knowledge of each units’ operation and procedures
- Work independently to create the step-by-step standard operating procedures and policies for all processes for the organization’s operations
- Project manage and lead the analysis and recommendations for SOP effectiveness
- Learn and document existing processes and procedures to develop action plans and strategies to streamline efficiencies and support our mission to standardize practices
- Interview staff to see processes, understand the work, ask questions, and learn from those who do the work
- Escalate and communicate risks and issues as appropriate
- Review, suggest, and re-write existing policies and SOPs
- Develop and define the terminology used in SOP documents so they are clearly understood by all audiences that read and/or use them
- Develop checklists, communication templates, job aides, processes, functional descriptions, system specifications, reports, manuals, guidelines, training, briefings and presentations, special reports, and other project deliverables communication templates and guides to augment SOP
- Track all policy and SOPs from creation to implementation and through updates
- Understand and execute oral and written instructions, polices, and procedures
- Identify and analyze user requirements, procedures, and problems to improve existing processes
Requirements:
Required Knowledge, Skills, and Abilities:
- Bachelor’s degree in writing, technical writing, journalism, or mass communications or equivalent
- A minimum of two (2) years of related experience in maintaining and controlling documents, creating, editing, and coordinating content requirements for technical publications, software installation guides, manuals, or other company resource documentation, or procedure and/or technical writing experience with work experience in writing/editing, with professional and/or corporate communications
- Experience working and interacting in cross-functional teams and with various departments in a healthcare or benefits TPA setting
- Solid working knowledge of standard computer applications including MS Word, Excel, Outlook and PowerPoint
- Ability in using a computer which includes expert keyboard and navigation skills and learning new programs
- Communicate clearly and professionally with internal and external customers
- Work effectively as part of a team to achieve established outcomes. Understand other’s roles and empower one another to take responsibility to be successful. Demonstrate a collaborative interaction with peers to reach a common goal.
- Demonstrate a collaborative interaction with peers to reach a common goal as well as be a resource to team members
- Pay close attention to detail in all aspects of the job
- Make decisions using available resources and sound judgment
- Maintain confidentiality and discretion
- Identify and resolve problems in a timely manner, gather and analyzes information skillfully
- Open to other’s ideas and exhibits a willingness to try new things.
- Demonstrate accuracy and thoroughness; monitor work to ensure quality.
- Prioritize and plan work activities to use time efficiently.
- Adapt to changes in the work environment, manage competing demands and is able to deal with frequent change, delays, or unexpected events.
- Follows instructions, responds to direction, and solicits feedback to improve.
- Act in such a way to instill trust from management, other associates, as well as customers.
Physical Demands – The physical demands described here are representative of those necessary for an employee to successfully perform the essential functions of this job. Reasonable accommodation can be made to enable individuals with disabilities to perform the essential functions.
- Constant: Talk, hear, speak, and use hands and fingers to operate a computer, telephone, keyboard/mouse; occasionally move about the office
- Constant: Specific vision abilities required by this job include close vision requirements due to computer work for full shift
- Occasional: Lift and/or move up to 10 pounds
- Constant: Regular, predictable attendance [in the office] is required
- Constant: While performing the duties of this job, the employee is regularly sitting for the full shift.
Work Environment – The work environment described is representative of what must be met by an employee successfully perform the essential functions of this job.
- The physical environment is indoors in a controlled climate, office setting. The noise level may be low to moderate.
The duties described are representative, but not restrictive of tasks that may be assigned or of the abilities required to do the job. The description is subject to change at any time. Other related duties may be assigned. This description does not alter the at-will status of employment.
