Job Information
TRIWEST HEALTHCARE ALLIANCE CORP Knowledge Management Technical Writer in PHOENIX, Arizona
We offer remote work opportunities (AK, AR, AZ, CA, *CO, *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 and 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 TriWests 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 and 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 t 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
Annual base salary for Colorado, Hawaii and Washington State residents: Approx. [$60,000 depending on experience ]{calibri",sans-serif"=""}