Learning and Development Operations Technical Writer

It’s an exciting time to join the WellSense Health Plan, a growing regional health insurance company with a 25-year history of providing health insurance that works for our members, no matter their circumstances.

Job Summary:

The Operations Technical Writer is responsible for organizing, editing, and maintaining internal procedural content, including knowledge articles, job aids, FAQs, and additional materials from various business areas. This role acts as the initial point of contact for all incoming documentation requests, ensuring timeliness and organization of work. The Operations Technical Writer plays a vital role in providing accurate and promptly updated documentation.

Our Investment in You:

·       Full-time remote work

·       Competitive salaries

·       Excellent benefits

Key Functions/Responsibilities:

• Create, update, publish, and maintain documentation, obtaining necessary approvals before making changes.
• Ensure the accuracy and consistency of documents by reviewing and editing for grammar, spelling, and formatting errors.
• Ensure content is correctly entered into pre-existing templates and overall content framework within the knowledge management system.
• Monitor request queues, research inquiries, and suggestions for new knowledge articles and incorporate updates into knowledge articles.
• Stay current on Knowledge Management (KM) trends and technology to improve documentation and KM tools.
• Understand and promote the mission, vision, and values of WellSense Health Plan in the workplace and the community.
• Expected to take on and complete other assignments outside of the regular duties as assigned.

Supervision Exercised:

• None

Supervision Received:

• Regular weekly supervision through one-on-one conversations and team meetings.

Qualifications: 

Education Required:

• Bachelor’s degree in communications, journalism, business, related field or, the equivalent combination of education.

Experience Required:

·       0-2+ years of experience in technical writing focusing on writing, editing, and publishing content or equivalent combination of education and experience.

Experience Preferred/Desirable:

• Prior experience in operational areas, including Customer Service, Claims, and Enrollment.
• Prior experience within a Learning and Development environment.

Required Licensure, Certification, or Conditions of Employment: 

• Successful completion of pre-employment background check.

Competencies, Skills, and Attributes:

• Proficient in using Microsoft Office products such as Word, Excel, PowerPoint, and Outlook required.
• Proficient business writing skills, with grammar, punctuation, and sentence structure.
• Ability to synthesize complex processes into simple and engaging language and easily adapt writing to different audiences.
• Demonstrated organization, prioritization, and time management skills.
• Ability to adapt quickly to changing priorities.
• Ability to manage competing priorities as well as stakeholders with differing objectives/perspectives.
• Ability to interact with all levels of the organization, as well as external stakeholders.
• Attention to detail and the ability to effectively multi-task in a deadline-oriented work environment.
• Ability to work both independently and collaboratively, drive work forward with minimal supervision.
• Proactive, motivated, and a collaborative team player.

Working Conditions and Physical Effort:

• Job functions to be completed remotely.
• Occasional travel to corporate meetings as needed.

About WellSense

WellSense Health Plan is a nonprofit health insurance company serving more than 740,000 members across Massachusetts and New Hampshire through Medicare, Individual and Family, and Medicaid plans. Founded in 1997, WellSense provides high-quality health plans and services that work for our members, no matter their circumstances. WellSense is committed to the diversity and inclusion of staff and their members.

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. WellSense participates in the E-Verify program to electronically verify the employment eligibility of newly hired employees