Process Writer

About the Role

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.

Responsibilities

• 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, ensuring all documentation is standardized, consistent, and aligned with organizational and industry best practices.
• 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 considering process changes or new requirements.
• Implement version control procedures to track changes and updates.
• Conduct periodic reviews and validations of process documentation to ensure it reflects actual operations and complies with operational standards.
• Gather feedback from stakeholders and operational teams to refine and enhance documentation.
• Develop and implement documentation standards and best practices to ensure consistency and usability across all CX processes.
• Create and maintain documentation templates, tools, and resources to facilitate standardized practices.
• Work with cross-functional teams to gather information, clarify process details, and ensure comprehensive documentation.
• Engage with stakeholders to understand their needs and incorporate their feedback into documentation.
• Track and report progress on documentation projects, ensuring deadlines are met and deliverables are of high quality.
• Manage documentation-related project activities, including work planning, milestone tracking, risk identification, stakeholder coordination, and escalation of issues that may impact project timelines or deliverables.
• Communicate findings, recommendations, and project updates clearly to team members, stakeholders, and management.

Requirements

• 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 so that it is accessible and actionable for employees and stakeholders.
• Confidence in leading team meetings and gaining necessary process information from others.
• Good communication and interpersonal skills to interact and develop relationships, influencing both internal and external business units and subject matter experts.
• Microsoft Office Suite experience and proficiency, most extensively in Word (styles, templates, document control), Excel (tracking, data organization, basic formulas), PowerPoint, and SharePoint (document management, version control).
• Working knowledge of process mapping techniques, with the ability to facilitate stakeholder discussions, document current and future-state workflows, and develop process maps using Visio or similar applications.
• An analytical mindset to accurately break down and record processes.
• Ability to work as part of a team to identify and create solutions, as well as independently to manage and complete projects and tasks.

Preferred Qualifications

• Industry knowledge of Medicaid operations (Claims, Prior Authorization, Provider Enrollment, Contact Center, Mailroom).
• Demonstrated experience translating complex workflows into clear, standardized documentation (SOPs, DLPs, process maps).
• Experience with Lean Six Sigma methodologies or Lean Six Sigma Green Belt Certification is a plus.
• Demonstrated experience managing projects with multiple workstreams, including task decomposition, dependency tracking, and timeline management using project management tools (e.g., MS Project, Planner, or equivalent).
• Strong analytical and problem-solving skills with the ability to identify process gaps, evaluate alternatives, and recommend effective solutions.
• Proficiency in personal computer and business software applications, including Microsoft Office Suite and other business productivity tools.

Schedule

• Remote position (US only).
• Opportunities to travel through your work (0-10%).
• Video cameras must be used during all interviews, as well as during the initial week of orientation.

Pay

The pay range for this position is $44,000.00 - $62,800.00 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors.

Benefits

• Generous, flexible vacation policy.
• 401(k) employer match.
• Comprehensive health benefits.
• Educational assistance.
• Leadership and technical development academies to help build your skills and capabilities.