Technical Writer (Remote)

Resp & Qualifications

PURPOSE:

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. This position will support the Knowledge Management team for various business areas and participate in reconciliation efforts across multiple sources.

ESSENTIAL FUNCTIONS:

• 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.
• Research topics and interviews stakeholders to understand communication product requirements; analyze business problems and help prescribe communication solutions. Utilizes provided tools/workflows to track progress of documentation and ensure publication on Learning Management and Governance Tools. Communicates weekly with management verbally and via written detail status report regarding potential problems and concerns.
• 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.
• Ensures project documentation is in compliance with company legal, business and regulatory requirements.

SUPERVISORY RESPONSIBILITY:
This position has no direct reports, however, may informally lead teams in a matrix environment.

Education Level: Bachelor’s Degree in English, Journalism, Business or Technical Discipline OR in lieu of a Bachelor’s degree, an additional 4 years of relevant work experience is required in addition to the required work experience.

Licenses/Certifications Preferred:

• Publications & Graphic Arts\Certified Technical Writer

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

Preferred Qualifications:

• Knowledge of call center operations, claims and/or enrollment and billing and workflows.
• 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.
• 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.

Salary Range: $58,680 - $116,545

Salary Range Disclaimer

The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the work is being performed. This compensation range is specific and considers factors such as (but not limited to) the scope and responsibilities of the position, the candidate’s work experience, education/training, internal peer equity, and market and business consideration. It is not typical for an individual to be hired at the top of the range, as compensation decisions depend on each case’s facts and c…