Job Description

Great companies need great teams to propel their operations. Join the group that solves business challenges and enhances the way we work and grow. Working at Gainwell carries its rewards. You’ll have an incredible opportunity to grow your career in a company that values your contributions and puts a premium on work flexibility, learning, and career development. 

Summary

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, and creating Standard Operating Procedures (SOPs) for all CX functional areas. The ideal candidate will work closely with Lean Six Sigma Black Belts and other team members to ensure comprehensive and standardized process documentation that aligns with best practices.

Your role in our mission

• Process Documentation: The role involves working closely with Lean Six Sigma Black Belts and CX teams to document existing processes through detailed flowcharts, process maps, and written descriptions. This includes conducting a thorough gap analysis to identify inefficiencies and suggesting improvements, ensuring that all documentation is standardized, consistent, and aligned with organizational and industry best practices.
• SOP Development: Responsibilities include writing and maintaining clear, concise, and standardized Standard Operating Procedures (SOPs) for all CX functional areas. Regular reviews and updates of SOPs are necessary to ensure accuracy and relevance considering process changes or new requirements. Implementing version control procedures to track changes and updates is also a key aspect.
• Quality Assurance: The role includes conducting periodic reviews and validations of process documentation to ensure it reflects actual operations and complies with operational standards. Gathering feedback from stakeholders and operational teams to refine and enhance documentation as necessary is an important responsibility.
• Training Support: Collaboration with the training department is essential to align training materials with documented processes, ensuring consistency and accuracy. Assisting in the development of training programs and evaluating their effectiveness, while making recommendations for improvements based on feedback and process changes, is also required.
• Documentation Standards: Developing and implementing documentation standards and best practices to ensure consistency and usability across all CX processes is required. Creating and maintaining documentation templates, tools, and resources to facilitate standardized practices is also part of the job.
• Collaboration: Working with cross-functional teams to gather information, clarify process details, and ensure comprehensive documentation is a key responsibility. Engaging with stakeholders to understand their needs and incorporating their feedback into documentation will be essential.
• Reporting and Communication: The role involves tracking and reporting progress on documentation projects, ensuring deadlines are met and deliverables are of high quality. Clear communication of findings, recommendations, and updates to team members, stakeholders, and management is critical.

What we're looking for

• Bachelor’s degree in any field required, preferably in a healthcare or STEM field.
• Familiarity with Lean Six Sigma methodologies or Lean Six Sigma Green Belt Certification is a plus.
• Proven experience in process mapping, process documentation, writing procedures, or developing SOPs, preferably in a large-scale complex environment.
• Proficiency in Microsoft Office Suite and process mapping software.
• Strong writing and documentation skills with a keen eye for detail.
• Demonstrated ability to work effectively with cross-functional teams and manage stakeholder expectations.

What you should expect in this role

• Remote position
• Willingness to travel up to 25% as required
• Video cameras must be used during all interviews, as well as during the initial week of orientation
• The deadline to submit applications for this posting is 09/09/2024

#LI-AV1 
#LI-REMOTE

The pay range for this position is $47,000.00 - $67,200.00 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors. Put your passion to work at Gainwell. You’ll have the opportunity to grow your career in a company that values work flexibility, learning, and career development. All salaried, full-time candidates are eligible for our generous, flexible vacation policy, a 401(k) employer match, comprehensive health benefits , and educational assistance. We also have a variety of leadership and technical development academies to help build your skills and capabilities.

We believe nothing is impossible when you bring together people who care deeply about making healthcare work better for everyone. Build your career with Gainwell, an industry leader. You’ll be joining a company where collaboration, innovation, and inclusion fuel our growth. Learn more about Gainwell at our company website and visit our Careers site for all available job role openings.

Gainwell Technologies is committed to a diverse, equitable, and inclusive workplace. We are proud to be an Equal Opportunity Employer, where all qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We celebrate diversity and are dedicated to creating an inclusive environment for all employees.

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