Knowledge Management Technical Writer (Finance)

We offer remote work opportunities (AK, AR, AZ, CO, FL, HI, IA, ID, IL, KS, LA, MD, MN, MO, MT, NE, NV, NM, NC, ND, OK, OR, SC, SD, TN, TX, UT, VA/DC, WA, WI & WY only).

Our Department of Defense contract requires US citizenship and a favorably adjudicated DOD background investigation for this position.

Veterans, Reservists, Guardsmen and military family members are encouraged to apply!

Job Summary

Responsible for developing multiple forms of content to enhance TriWest's customer service experience. Creates content to highlight products and services. Ensures consistency across all customer service communication channels, to include procedures, call center scripting, chat, and correspondence. Ensures contract change orders are interpreted accurately and transformed into knowledge articles for use by contact center personnel. Consults with business owners and other process participants to maximize the accuracy of content and the readability of the completed documents by intended audiences. Works closely with Subject Matter Experts throughout the organization and the TriWest Leadership team to maintain and update operational process documentation and training. Partners with Training team members to ensure new hire and continuous training is accurate and relevant. Partners with colleagues and management to ensure operational consistency across the enterprise.

Education & Experience

Required:

• Must be a U.S. Citizen
• Must be able to receive a favorable Interim and adjudicated final Department of Defense (DoD) background investigation
• Three years of proven experience writing procedural documents and/or knowledge base based on a comprehensive Style guide
• Proficiency in Microsoft Office suite products
• Bachelor's degree in English, communication, technical writing or related field or equivalent experience

Preferred:

• Two years of healthcare experience
• Working knowledge of medical terminology
• Experience with HTML
• Experience conducting Process Mapping sessions with key stakeholders and creating process flows in Visio
• Experience in identifying and/or implementing process improvements

Key Responsibilities

• Writes and edits knowledge base content and step-by-step procedures based on current business rules, operational processes, and contract modifications.
• Collaborates with subject matter experts (SMEs) to gather information and creates plain-language documents that meets the needs of internal customers.
• Works closely with Training team to identify and provides content for ongoing Training documentation and curriculum updates..
• Communicates operational process changes to all stakeholders to include training team and operational leaders.
• Effectively negotiates disagreements or misunderstandings of operational processes to get to consensus.
• Ensures operational consistency across the enterprise.
• Uses results of call monitoring review and/or audits to refine desk procedures, training content, and process documents.
• Partners with other TriWest departments to identify, address, and resolve process issues to ensure high quality service levels throughout TriWest.
• Seeks advice and escalates policy and/or procedure issues or problems as warranted.

• Conducts Peer-to-Peer editing reviews and assists team members, as needed, during the writing process.
• Actively stays up to date of knowledge in all aspects of assigned TriWest programs.
• Works closely with management to achieve goals and performance standards.
• Performs other duties assigned.
• Regular and reliable attendance is required.

Competencies

Computer Literacy: Ability to function in a multi-system Microsoft environment using Word, Outlook, Excel and PowerPoint, TriWest Intranet, the Internet, and department software applications.

Independent Thinking / Self-Initiative: Critical thinking skills including the ability to focus on things which matter most to achieving outcomes; producing outcomes without direction and find necessary resources.

High Intensity Environment: Ability to function in a fast-paced environment with multiple activities occurring simultaneously while maintaining focus and control of workflow.

Multi-Tasking / Time Management: Prioritizes and manages actions to meet changing deadlines and requirements within a high volume, high stress environment.

Organizational Skills: Ability to organize people or tasks, adjust to priorities, learn systems within time constraints and with available resources; detail oriented.

Problem Solving / Analysis: Ability to solve problems through systematic analysis of processes with sound judgment; has a realistic understanding of relevant issues.

Technical Skills: Working knowledge of SalesForce, CareRadius and other operational software applications.

Working Conditions

Working Conditions:

• Availability to cover any shift
• Works in a standard office or telecommuting environment
• Extensive computer work with prolonged sitting
• Department of Defense security clearance

Company Overview

Taking Care of Our Nation's Heroes.

It's Who We Are. It's What We Do.

Do you have a passion for serving those who served?

Join the TriWest Healthcare Alliance Team! We're On a Mission to Serve®!

Our job is to make sure that America's heroes get connected to health care in the community.

At TriWest Healthcare Alliance, we've proudly been on that important mission since 1996.

DoD Statement

Our Department of Defense contract requires US citizenship and a favorably adjudicated DOD background investigation for this position.

Benefits

We're more than just a health care company. We're passionate about serving others! We believe in rewarding loyal, hard-working people who are willing to learn as they grow. TriWest Healthcare Alliance values teamwork. Join our team, fulfill your responsibilities, and you may also be considered for frequent pay raises, overtime opportunities to earn even more, recognition and reward programs, and much more. Of course, we also offer a comprehensive and progressive compensation and benefits package that includes:

• Medical, Dental and Vision Coverage
• Paid time off
• 401(k) Retirement Savings Plan (with matching)
• Short-term and long-term disability, basic life, and accidental death and dismemberment insurance
• Tuition reimbursement
• Paid volunteer time

TriWest job postings typically include a salary range, which can vary based on the specific role and location, but generally this position ranges from around $54,000 to $57,000 per year.

Equal Employment Opportunity

TriWest Healthcare Alliance is an equal employment opportunity employer. We are proud to have an inclusive work environment and know that a diverse team is a strength that will drive our success. To that end, TriWest strives to create an inclusive environment that supports diversity at every organizational level, and we highly encourage candidates from all backgrounds to apply. Applicants are considered for positions based on merit and without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or any other consideration made unlawful by applicable federal, state, or local laws.