Technical Writer - Clinical Delivery

Overview

The Technical Writer will act as project lead responsible for creating, editing, and maintaining up-to-date business process documentation aligned with industry and organizational standards for the Clinical Delivery department and promoting adherence to those standards by all resources who generate or update deliverables. It is the responsibility of the Technical Writer to understand corporate, business unit, and departmental strategic goals, identify process enhancements that will enable operational efficiencies and quality improvements, and manage documentation projects to provide high-quality deliverables that equip the team to effectively meet objectives.

Responsibilities

• Obtain a deep understanding of products and services and rely heavily on cross-functional collaboration, to translate complex product information into simple, polished, and engaging content for internal users
• Gather technical and process information through actively participating in department/business unit project management through requirements development to UAT activities, research, subject matter expert interviews, and technical requirements review.
• Organize information and use it to write clear, concise, user-friendly content that meets the needs of the target audience, turning insights into language that sets our users up for success
• Write and generate technical documents such as user manuals, training materials, how-to guides, process guides, job aids, training slide decks and operating and maintenance instructions related to Clinical Delivery applications and processes.
• Use technology to deliver materials in a format accessible to users including written documents, online help, presentations, etc.
• Create standards for deliverables through document templates, style guides & coaching. Monitor adherence to company standards in all Clinical Delivery department documentation
• Develop and maintain detailed repositories of appropriate reference materials
• Evaluate current content and repositories and develop innovative approaches for improvement
• Develop content in alternative media forms for maximum usability, with a consistent and cohesive voice across all documentation
• Establish standards and protocols with team members for project documentation
• Edit existing content to conform to relevant standards and maximize clarity.
• Maintain a comprehensive library of technical terminology, standards, and documentation to unify communications.
• Analyze documents to maintain continuity of style of content
• Coordinate and lead meetings intended to clarify and improve processes and gain consensus on how to achieve goals. Provide input as needed as a stakeholder responsible for documentation.
• Ensure that new functionality communicated in software release meetings and documentation is incorporated into department job aids, policies and procedures, and training guides.
• Communicate and collaborate effectively with various members of the department, business unit and the development team regarding document creation and format.
• Plan future content in collaboration with management to maintain consistency and high-quality for future documentation.
• Leverage internal RCA documents and subject matter experts to draft client-facing root cause analysis and remediation plans.
• Manage the information governance requirements for the Clinical Delivery department

Qualifications

• Bachelor’s degree in Communications, or a related field or equivalent work experience.
• Minimum 4 years technical, functional, and user-facing writing background or similar role.
• Prior health plan operations experience preferred.
• Proven excellence in written and verbal communication skills
• Excellent research and writing skills, along with a demonstrated understanding of information design, documentation development cycles, information architecture, training material development, illustration and graphic design, website design and management, user interfaces, and business analysis.
• Ability to build relationships across the business to obtain the necessary information and detail to produce and maintain accurate, quality documentation
• Superior organizational and planning skills and the ability to work in a fast-faced environment, prioritize, and manage multiple completing deadlines simultaneously, with minimal direction
• Strong attention to quality and detail
• Ability to write in explanatory and procedural styles for multiple audiences
• Previous experience in configuring and customizing SharePoint systems according to company and team specifications
• Proficient skills in analysis, documentation, and presentation tools, such as Microsoft Word, Excel, PowerPoint, Visio, Adobe, etc.