[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.
  • Conduct thorough gap analysis to identify inefficiencies and suggest improvements.
  • Ensure documentation is standardized, consistent, and aligned with 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 for accuracy and relevance.
  • Implement version control procedures to track changes and updates.
• Quality Assurance:
  • Conduct periodic reviews and validations of process documentation.
  • Gather feedback from stakeholders to refine and enhance documentation.
• Documentation Standards:
  • Develop and implement documentation standards and best practices.
  • Create and maintain documentation templates 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.
• Project Management, Reporting and Communication:
  • Track and report progress on documentation projects.
  • Manage documentation-related project activities, including work planning and milestone tracking.
  • Communicate findings, recommendations, and project updates clearly.

Qualifications

• Bachelor's degree in Technical Writing, Business, Communication, or related field OR equivalent combination of education and experience.
• Knowledge management skills, including identifying, creating, storing, and disseminating information.
• Confidence in leading Teams meetings and gaining necessary process information.
• Good communication and interpersonal skills.
• Microsoft Office Suite experience and proficiency.
• Working knowledge of process mapping techniques.
• 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 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.
• 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.
• Leadership and technical development academies.