Process Writer

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

📋 Description

• Document current CX processes using detailed flowcharts, process maps, and written descriptions.

• Perform gap analyses to pinpoint inefficiencies and propose enhancements.

• Create and uphold standardized SOPs and DLPs for CX functional domains.

• Review and revise SOPs and DLPs to incorporate process updates and new requirements.

• Establish version-control protocols for documentation modifications.

• Conduct regular reviews and validations to ensure documentation accurately reflects operational activities and adheres to standards.

• Gather feedback from stakeholders and operational teams to refine documentation.

• Develop and implement documentation standards and best practices.

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

• Collaborate with cross-functional teams and subject matter experts.

• Monitor and report on the progress of documentation projects.

• Oversee work planning, milestone tracking, risk identification, stakeholder coordination, and issue escalation.

• Communicate findings, recommendations, and project updates to team members, stakeholders, and management.

⛳️ Requirements

• Bachelor’s degree in Technical Writing, Business, Communication, or a related field OR an equivalent 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 and obtaining necessary process information from others.

• 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.

• Analytical mindset for breaking down and documenting processes.

• Capable of working independently as well as collaboratively within a team.

• Preferred: Knowledge of Medicaid operations (Claims, Prior Authorization, Provider Enrollment, Contact Center, Mailroom).

• Preferred: Experience in translating complex workflows into standardized documentation (SOPs, DLPs, process maps).

• Preferred: Lean Six Sigma methodologies or Lean Six Sigma Green Belt Certification.

• Preferred: Project management experience involving multiple workstreams and tools such as MS Project or Planner.

• Preferred: Strong analytical and problem-solving capabilities.

• Preferred: Proficiency in personal computer and business software applications.

🏝️ Benefits

• Work flexibility.

• Opportunities for learning and career development.

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

• Flexible vacation policy.

• 401(k) employer match.

• Comprehensive health benefits.

• Educational assistance.

• Leadership and technical development academies.