Process Writer

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

📋 Description

• Create documentation of current CX processes using flowcharts, process maps, and written descriptions.

• Perform gap analyses to pinpoint inefficiencies and recommend enhancements.

• Draft and maintain Standard Operating Procedures (SOPs) and Data Loss Prevention (DLP) documents for CX functional areas.

• Review and revise documentation to align with process updates and requirements.

• Establish version-control protocols.

• Conduct regular reviews and validations of process documentation.

• Collect stakeholder feedback and enhance documentation accordingly.

• Develop standards, templates, tools, and resources for documentation.

• Work collaboratively with cross-functional teams and subject matter experts.

• Monitor and report on documentation project progress.

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

• Convey findings, recommendations, and project updates to teams, 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 gathering process information.

• Excellent communication and interpersonal abilities.

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

• Familiarity with process mapping techniques.

• Ability to use Visio or similar applications effectively.

• Analytical aptitude for deconstructing and documenting processes.

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

• Preferred industry knowledge of Medicaid operations.

• Experience in translating complex workflows into standardized documentation is advantageous.

• Lean Six Sigma methodologies or Green Belt Certification is a plus.

• Preferred experience in managing projects with multiple workstreams and utilizing project management tools.

• Strong analytical and problem-solving capabilities.

• Proficiency in personal computers and business software applications.

🏝️ Benefits

• Flexible work arrangements.

• Opportunities for learning and career growth.

• Potential travel opportunities through work (0-10%).

• Flexible vacation policy.

• 401(k) employer matching.

• Comprehensive health benefits.

• Educational assistance programs.

• Access to leadership and technical development academies.