Knowledge Management Technical Writer – $54,000 to $57,000 per year
Required:
• Must be a U.S. Citizen
• Must be able to receive a favorable Interim and adjudicated final Department of Defense (DoD) background investigation
• Three years of proven experience writing procedural documents and/or knowledge base based on a comprehensive Style guide
• Proficiency in Microsoft Office suite products
• Bachelor’s degree in English, communication, technical writing or related field or equivalent experience
Preferred:
• Two years of healthcare experience
• Working knowledge of medical terminology
• Experience with HTML
• Experience conducting Process Mapping sessions with key stakeholders and creating process flows in Visio
• Experience in identifying and/or implementing process improvements
Key Responsibilities
• Writes and edits knowledge base content and step-by-step procedures based on current business rules, operational processes, and contract modifications.
• Collaborates with subject matter experts (SMEs) to gather information and creates plain-language documents that meets the needs of internal customers.
• Works closely with Training team to identify and provides content for ongoing Training documentation and curriculum updates..
• 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 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 problems as warranted.
• Conducts Peer-to-Peer editing reviews and assists team members, as needed, during the writing process.
• 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 to achieving outcomes; producing outcomes without direction and 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: Prioritizes and manages 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