Process Writer

This is a fully remote position, open to applicants in United States.

📋 Description

• Create detailed flowcharts, process maps, and written descriptions to document current CX processes.

• Perform gap analyses to pinpoint inefficiencies and recommend enhancements.

• Author and maintain standardized SOPs and DLPs for various CX functional areas.

• Review and refresh SOPs and DLPs to ensure they align with process changes and new requirements.

• Establish version control protocols.

• Carry out regular reviews and validations of process documentation.

• Collect feedback from stakeholders and operational teams to enhance documentation.

• Develop and enforce documentation standards and best practices.

• Create and sustain documentation templates, tools, and resources.

• Work collaboratively with cross-functional teams and stakeholders to gather information and clarify process specifics.

• Monitor and report on the progress of documentation projects, including deadlines, risks, milestones, and deliverables.

• Oversee documentation-related project activities, coordinate with stakeholders, and escalate issues when necessary.

• Present findings, recommendations, and updates on projects to teams, stakeholders, and management.

⛳️ Requirements

• A Bachelor's degree in Technical Writing, Business, Communication, or a related field, or a comparable combination of education and experience in technical/process writing, SOP/DLP development, and/or operational documentation.

• Proficient in knowledge management skills.

• Comfortable leading Teams meetings to obtain essential process information.

• Strong communication and interpersonal skills.

• Proficient in Microsoft Office Suite, particularly Word, Excel, PowerPoint, and SharePoint.

• Familiarity with process mapping techniques.

• Ability to utilize Visio or similar applications for process mapping.

• Analytical mindset for dissecting and documenting processes.

• Capability to work both independently and collaboratively within a team.

• Preferred knowledge of Medicaid operations industry.

• Experience in translating complex workflows into SOPs, DLPs, and process maps is advantageous.

• Lean Six Sigma methodologies or Lean Six Sigma Green Belt Certification is preferred.

• Experience in project management across multiple workstreams and familiarity with project management tools is a plus.

• Strong analytical and problem-solving abilities are preferred.

• Proficiency in personal computers and business software applications is preferred.

• Must reside in the US.

🏝️ Benefits

• Flexible work arrangements.

• Opportunities for learning and career advancement.

• Possibility for travel as part of your work (0-10%).

• Generous and flexible vacation policy.

• 401(k) employer matching.

• Comprehensive health benefits.

• Educational assistance.

• Leadership and technical development academies.