[Hiring] Specialist III, Knowledge Base @Grow Therapy

Role Description

Own RCM knowledge and build for scale:

• Create, edit, organize, publish, and retire internal guides, standard operating procedures, decision trees, job aids, and other knowledge resources, initially for RCM and, over time, for additional assigned domains.
• Translate complex payer rules, compliance requirements, product behavior, and operating processes into clear, action-oriented guidance for frontline and operational teams.
• Maintain logical content architecture, naming, metadata, ownership, and findability so users can locate and apply the right guidance quickly.

Keep content accurate and validated:

• Manage the content lifecycle for assigned domains, including intake, prioritization, SME review, approval, publication, revalidation, version control, and retirement.
• Test priority content against real or representative cases to confirm it leads to the correct outcome without undocumented help; document gaps and drive them to resolution.
• Monitor product, policy, payer, process, and regulatory changes and coordinate timely updates before outdated guidance creates customer or operational risk.
• Use frontline feedback, quality findings, contact drivers, search behavior, and content-performance data to identify unclear, missing, duplicative, or outdated guidance.

Partner across teams:

• Build trusted relationships with RCM leaders and subject matter experts, and with additional domain owners as the role generalizes—making ownership, decisions, dependencies, and approval timelines clear.
• Partner with Training and Quality to ensure onboarding, reinforcement, and evaluation materials reflect the current source of truth.
• Support launches and process changes by identifying knowledge impacts, documenting edge cases, and confirming frontline readiness.
• Escalate unresolved policy or process ambiguity and facilitate decisions when multiple teams own pieces of the same customer or operational journey.

Improve the knowledge system:

• Track and report measures such as priority-content validation coverage, validation pass rate, change-update SLA, demand coverage, knowledge-assisted quality accuracy, and user feedback.
• Recommend improvements to templates, governance, workflows, and tooling that make knowledge easier to create, maintain, find, and use.
• Structure content so it can reliably support both human teammates and AI-enabled workflows as Grow’s knowledge ecosystem evolves.
• Communicate approved knowledge updates and workflow changes to the RCM team through appropriate channels, such as Slack or team meetings, in partnership with managers.

Qualifications

• 2+ years of experience in knowledge management, content operations, technical or process writing, RCM/insurance operations, support enablement, or a closely related field; equivalent demonstrated internal experience is welcome.
• Working knowledge of healthcare revenue-cycle or insurance operations, such as billing, claims, denials, collections, payer requirements, credentialing, eligibility, benefits, or related workflows.
• Strong written communication and editing skills, with the ability to turn complex or incomplete source material into concise, actionable guidance for different audiences.
• Experience partnering with subject matter experts and operational leaders to clarify ambiguity, document decisions, and move content through review and approval.
• A practical quality mindset: you can test whether guidance works, identify edge cases and risk, and revise content based on evidence rather than preference.
• Strong organization and ownership, including the ability to manage competing requests, communicate tradeoffs, and keep stakeholders informed in a fast-changing environment.
• Comfort using data and feedback to prioritize content work and evaluate whether knowledge is accurate, findable, and effective.

Nice to Have

• Hands-on experience with practice-management systems, electronic health records, claims or billing platforms, or customer-support tools.
• Familiarity with commercial insurance, Medicaid, Medicare, managed care, HIPAA, CMS, or payer-specific requirements.
• Experience with tools such as Notion, Jira, Intercom, Looker or another BI platform, Google Workspace, or content-governance tooling.
• Experience writing structured content for AI search, agent-assist, automation, or other knowledge-retrieval use cases.
• Experience supporting a high-growth, regulated, or operationally complex organization.

Benefits

• Comprehensive medical, dental, vision, life, and disability coverage.
• No cost access to therapy through the Grow platform (available to US employees).
• Retirement savings programs and equity opportunities to help you invest in your future.
• Flexible time off, company paid holidays (which vary by country), and a full company-wide Winter Break to rest and recharge.
• Up to 18 weeks of paid parental leave to support you and your growing family and a new child stipend.
• Dedicated weekly flexible time for self-care, whether that's therapy, exercise, journaling, time with family, or simply taking a break.
• Annual stipend to support your personal wellbeing and professional growth, from fitness and education to books and learning resources.
• Pre-tax commuter benefits to support teammates working from one of our hub locations.
• Support for your home workspace plus meal benefits, with offerings tailored to both remote and hub-based employees.
• A variety of wellbeing benefits, including wellness memberships, virtual care, pet insurance discounts (where available), and global travel assistance.