[Hiring] Process Writer @Gainwell Technologies LLC

Role Description

Gainwell Technologies is seeking a highly motivated and detail-oriented Process Writer to join our Customer Experience (CX) team. This role will be instrumental in documenting processes, writing procedures, creating Standard Operating Procedures (SOPs) and Desk Level Procedures (DLP), and creating process maps for all CX functional areas. The ideal candidate will work closely with Lean Six Sigma Black Belts and other team members to ensure comprehensive and standardized process documentation that aligns with best practices.

Your role in our mission

• Process Documentation:
  • Work closely with Lean Six Sigma Black Belts and CX teams to document existing processes through detailed flowcharts, process maps, and written descriptions.
  • Conduct thorough gap analysis to identify inefficiencies and suggest improvements.
  • Ensure all documentation is standardized, consistent, and aligned with organizational and industry best practices.
• SOP and DLP Development:
  • Write and maintain clear, concise, and standardized SOPs and DLPs for all CX functional areas.
  • Regularly review and update SOPs and DLPs to ensure accuracy and relevance.
  • Implement version control procedures to track changes and updates.
• Quality Assurance:
  • Conduct periodic reviews and validations of process documentation to ensure compliance with operational standards.
  • Gather feedback from stakeholders and operational teams to refine documentation.
• Documentation Standards:
  • Develop and implement documentation standards and best practices for consistency and usability.
  • Create and maintain documentation templates, tools, and resources.
• Collaboration:
  • Work with cross-functional teams to gather information and clarify process details.
  • Engage with stakeholders to understand their needs and incorporate feedback into documentation.
• Project Management, Reporting and Communication:
  • Track and report progress on documentation projects, ensuring deadlines are met.
  • Manage documentation-related project activities, including work planning and milestone tracking.
  • Communicate findings, recommendations, and project updates to team members and stakeholders.

Qualifications

• Bachelor's degree in Technical Writing, Business, Communication, or related field OR equivalent combination of education and experience in technical/process writing, SOP/DLP development, and/or operational documentation.
• Knowledge management skills; involving identifying, creating, storing, and disseminating information.
• Confidence in leading Teams meetings and gaining necessary process information from others.
• Good communication and interpersonal skills to interact and develop relationships.
• Microsoft Office Suite experience and proficiency, especially in Word, Excel, PowerPoint, and SharePoint.
• Working knowledge of process mapping techniques and ability to facilitate stakeholder discussions.
• An analytical mindset to accurately break down and record processes.
• Ability to work as part of a team and independently manage projects.

Requirements

• Industry knowledge of Medicaid operations (Claims, Prior Authorization, Provider Enrollment, Contact Center, Mailroom).
• Demonstrated experience translating complex workflows into clear, standardized documentation.
• Experience with Lean Six Sigma methodologies or Lean Six Sigma Green Belt Certification is a plus.
• Demonstrated experience managing projects with multiple workstreams.
• Strong analytical and problem-solving skills with the ability to identify process gaps.
• Proficiency in personal computer and business software applications.

Benefits

• Remote position (US only).
• Opportunities to travel through your work (0-10%).
• Video cameras must be used during all interviews and the initial week of orientation.
• Generous, flexible vacation policy.
• 401(k) employer match.
• Comprehensive health benefits.
• Educational assistance.
• Variety of leadership and technical development academies.