Technical Writer

Technical Writer

Responsible for the design, writing, editing and re-writing of procedure manuals, operational process specifications and related publications to communicate instructions to a wide range of audiences while adhering to standards for clarity, quality, graphics, coverage, format and style. Acquires or verifies knowledge of subject matter by interviewing workers or software experts, observing performance methods and/or referring to technical or regulatory documentation.

Essential Functions:

40% Writes, reviews, and edits material for test certification memo, reports, manuals, briefs, proposals, instruction books, catalogs, standard operating procedures, job aids, and other operational documentation and related technical and administrative publications. Translates complex processes and systems into easily understandable step by step processes. Improves quality, usability and efficiency of existing documentation.

30% Researches topics and interviews stakeholders to understand communication product requirements; analyzes business problems and helps prescribe communication solutions. Utilizes provided tools/workflows to track progress of documentation and ensures publication on Learning Management and Governance Tools. Communicates weekly with management verbally and via written detail status report regarding potential problems and concerns.

20% Leads and participates in meetings to support new products, initiatives or operational work groups to understand impacts to processes and documentation. Provide subject matter expertise to support operational initiatives as needed including process and system impacts. Communicates and collaborates with diverse internal and external stakeholder groups and individuals.

10% Ensures project documentation is in compliance with company legal, business and regulatory requirements.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education Level: Bachelor's Degree

Education Details: English, Journalism, Business or Technical Discipline

Experience: 3 years' experience as a technical writer or communications experience.

In lieu of a Bachelor's degree, an additional 4 years of relevant work experience is required in addition to the required work experience.

Preferred Qualifications:

Knowledge of call center operations, claims and/or enrollment and billing and work flows.

Knowledge of Facets and/or NASCO

Knowledge of ACA

Knowledge, Skills and Abilities (KSAs):

Ability to grasp technical concepts and effectively convey information to technical and non-technical audiences.

Ability to recognize, analyze, and solve a variety of problems.

Proficient in Microsoft Office programs.

Excellent communication skills both written and verbal.

Ability to work independently and effectively in small teams is necessary and be able to handle multiple tasks in a fast-paced environment.

Associate must be a team player, use professional judgment, and must support organizational and departmental goals.

Individual must demonstrate initiative and work well independently as well as a contributing member of a team.

Should be well organized and detail oriented as well.

The incumbent is required to immediately disclose any debarment, exclusion, or other event that makes them ineligible to perform work directly or indirectly on Federal health care programs. Must be able to effectively work in a fast-paced environment with frequently changing priorities, deadlines, and workloads that can be variable for long periods of time. Must be able to meet established deadlines and handle multiple customer service demands from internal and external customers, within set expectations for service excellence. Must be able to effectively communicate and provide positive customer service to every internal and external customer, including customers who may be demanding or otherwise challenging.

Licenses/Certifications:

Publications & Graphic Arts/Certified Technical Writer Upon Hire

Required Skills : Basic Qualification : Additional Skills : ***Please note: Send only resumes with technical writing experience who have worked in Salesforce and have experience writing SOP's in either call centers or operations.