Technical Writer

Job Description

Awarded a Healthiest Employer, Blue Cross Blue Shield of Arizona aims to fulfill its mission to inspire health and make it easy. AZ Blue offers a variety of health insurance products and services to meet the diverse needs of individuals, families, and small and large businesses as well as providing information and tools to help individuals make better health decisions.

PURPOSE OF THE JOB

· Prepares procedures, training materials, and other supporting documentation. Requires the ability to clearly document complex information, work independently, and develop a working relationship with coworkers, management

and internal customers.

QUALIFICATIONS

REQUIRED QUALIFICATIONS

1. Required Work Experience

· 1-2 years BCBSAZ business experience (Applies to Level 1)

· 2 years professional writing experience (Applies to Level 2-4)

· 2 years of writing business/operational content (Applies to Level 2-4)

· 2 years of supervisory or lead level experience (Applies to Level 4)

2. Required Education

· High School Diploma or GED in general field of study (Applies to All Levels)

3. Required Licenses

· N/A

4. Required Certifications

· N/A

PREFERRED QUALIFICATIONS

1. Preferred Work Experience

· 2-3 years BCBSAZ business experience (Applies to Level 1)

· 3 years professional writing experience (Applies to Level 2-4)

· 3 years of writing business/operational content (Applies to Level 2-4)

· 3 years of supervisory or lead level experience (Applies to Level 4)

2. Preferred Education

· Bachelor’s Degree in business, healthcare related field of study (Applies to Level 2-4)

· Master’s Degree in business, healthcare related field of study (Applies to Level 2-4)

3. Preferred Licenses

· N/A

4. Preferred Certifications

· N/A

ESSENTIAL JOB FUNCTIONS AND RESPONSIBILITIES

LEVEL 1-2

· Uses the Knowledge Management authoring tools effectively.

· Manages all authoring tasks within the Knowledge Management system.

· Ensures content development adheres to the Knowledge Management style guide and playbook standards.

· Publishes content and ensures content publishing is within established priorities and SLAs.

· Determines the correct content type, template, and workflow necessary for approval.

· Partners with SMEs and Business Owners to ensure the accuracy of articles.

· Escalate blockers, issues and risks to the Lead and/or Knowledge Management Leadership, as needed.

LEVEL 3

· Performs regular Quality Audits.

· Provides peer coaching, and support to Knowledge Management team.

· Measures and tracks Quality audit evaluation work and results.

· Recommends content changes to the Knowledge Management Program based on Quality Audit results.

· Leads regular calibration sessions for the Knowledge Management Team. LEVEL 4

· Supports the activities of the Knowledge Management Technical Writers.

· Supports the planning, administration, and Technical Writing processes to ensure timely delivery of documentation for a variety of complex projects, ongoing system enhancements and operational process improvements, as requested by department management.

· Intake technical writing requests, assess resource capacity and assign deliverables to Technical Writing resources with clear due dates and monitor’s progress.

· Assist Technical Writers with the technical writing process, including but not limited to onboarding new writers, scope assessment, key resource identification, testing, prioritization, relationship building with subject matter experts and business partners to ensure stakeholder satisfaction and timely deliverables.

· Identifies and prioritizes areas where content is required, such as user feedback, compliance reviews, QA, etc

. · Provides peer coaching, training, development, and support to Knowledge Management Technical Writers

. · Helps maintain the Knowledge Management Playbook and Style Guide regularly.

· Ensures style guidelines are understood by the Knowledge Management Team.

· Ensures content review and publishing adhere to established standards, priorities, and SLAs.

· Triages urgent or escalated content needs by working collaboratively with Business Partners and Knowledge Management Leadership.

· Accountable to established priorities and SLAs.

· Performs regular reporting and analysis of Knowledgebase usage and related analytics.

· Tracks, monitors and report the status and productivity of all Knowledge Management deliverables to leadership.

· Monitors KPIs and associated analytics.

· Provide recommendations to Knowledge Management leadership based on results.

· Periodically review documents, identify areas for improvement and coach Technical Writers on process, standardization, style, voice and tone.

· Keep up to date with Company system developments, technology enhancements and operational changes to prioritize ongoing document updates.

· Survey end-users and stakeholders, use feedback to enhance Technical Writing deliverables and add value for stakeholders.

· Regularly assess external trends and technology available to enhance Knowledge Management programs, with a focus on streamlining document development and improving standardization, make recommendations to Management.

· Assist department management in promoting the value of Knowledge Management programs, projects and sharing best practices within the organization.

ALL LEVELS

· Each progressive level includes the ability to perform the essential functions of any lower levels · The position requires a full-time work schedule. Full-time is defined as working at least 40 hours per week, plus any additional hours as requested or as needed to meet business requirements

· Perform all other duties as assigned

COMPETENCIES

REQUIRED COMPETENCIES

1. Required Job Skills (Level 1)

· Basic written and verbal communication skills

· Intermediate MS Word, Outlook, and Excel skills

· Intermediate Office skills

· Capable of creating and editing documents quickly and efficiently

· Able to learn and navigate document control systems to facilitate document routing and approval

· Can effectively proofread documents prepared by self and ensure content and formatting accuracy

· Proficient in business writing, excellent grammar, and sentence structure

· Effective active listening skills

· Ability to translate verbal guidance and process flow diagrams into precise operating instructions

2. Required Job Skills (Level 2-4)

· Advanced and pursuasive written and verbal communication skills

· Experience translating complex concepts into well-structured narratives

· Advanced MS Word, Outlook, and Excel skills

· Intermediate Office skills

· Advanced expertise in a variety of publishing formats (PDF, online publishing, Sharepoint)

· Capable of creating and editing documents quickly and efficiently

· Able to learn and navigate document control systems to facilitate document routing and approval

· Can effectively proofread documents prepared by self and others to ensure content and formatting accuracy

· Highly proficient in business writing, strong English background, excellent grammar, and sentence structure

· Effective active listening skills

· Strong ability to translate verbal guidance and process flow diagrams into precise operating instructions

3. Required Professional Competencies

All Levels

· Establish and maintain working relationships in a collaborative team environment

· Strong customer service skills

· Ability to adapt to shifting priorities, change, stress and find appropriate balance between needs of the organization, others and self

Level 3-4

· Strong organizational and project management skills

· Highly skilled meeting facilitation techniques, screen sharing, communication and time management

4. Required Leadership Experience and Competencies

· Facilitate discussion at the group or individual level (Applies to all levels)

· Ability to direct and lead others (Applies to Level 4)

PREFERRED COMPETENCIES

1. Preferred Job Skills

· Intermediate knowledge of health insurance industry and operations

· Intermediate understanding of medical terminology

· Working knowledge of HTML

2. Preferred Professional Competencies

· Instructional design

· Application of Six Sigma process improvement tools and techniques

3. Preferred Leadership Experience and Competencies

· Experience designing and launching new operational processes/programs