Specialist III, Knowledge Base

Role overview Build and maintain a dependable knowledge base for customer operations, turning complex policies, product behavior, and processes into clear guidance that frontline teams can use. The initial focus is internal documentation and response macros for support teams; the scope may later include public help content for clients and providers.

Responsibilities - Create, organize, publish, update, and retire procedures, decision trees, job aids, troubleshooting guides, and support macros. - Convert policy, product, compliance, and process information into practical instructions with clear escalation paths. - Manage content from intake and prioritization through subject-matter review, approval, publication, validation, versioning, and retirement. - Test important guidance against representative cases, identify gaps, and work with content owners to resolve them. - Use frontline feedback, quality results, search patterns, and contact trends to find unclear, missing, duplicated, or outdated material. - Coordinate with operations, quality, training, product, and support partners; adapt internal knowledge for external self-service when appropriate.

Requirements - Experience creating or maintaining operational knowledge, customer support content, procedures, or similar structured guidance. - Strong writing and editing skills, with the ability to make complex material clear and action-oriented. - Careful content organization and lifecycle management, including review coordination and accuracy checks. - Ability to work with subject-matter experts and frontline teams, incorporate feedback, and manage competing updates. - Sound judgment when handling sensitive operational or compliance information.

Nice to have Experience with healthcare operations, practice or claims systems, customer support platforms, insurance requirements, or content tools. Familiarity with structured knowledge for search, agent assistance, or automation is also useful.

Benefits and work setup Benefits include health and disability coverage, retirement and equity programs, flexible time off, paid holidays and a winter break, parental leave, wellbeing and development support, and home-office or commuter benefits. Some offerings vary by location.