Claims Technical Documentation & Content Manager

About Reserv

Reserv is an insurtech creating and incubating cutting‑edge AI and automation technology to bring efficiency and simplicity to claims. Founded by insurtech veterans with deep experience in SaaS and digital claims, Reserv is venture‑backed by Bain Capital and Altai Ventures and began operations in May 2022. We are focused on automating highly manual tasks to tackle long‑standing problems in claims and set a new standard for TPAs, insurance technology providers, and adjusters alike.

We have ambitious (but attainable!) goals and need people who can work in an evolving environment. If building a leading TPA and the prospect of tackling the long‑standing challenges of the claims role sounds exciting, we can’t wait to meet you.

• As the Content Manager for Claims Technical Documentation, you will own two critical pillars of content at Reserv: technical claims documentation and customer communication management.
  You will build upon and maintain the comprehensive knowledge base that enables our claims teams to handle claims with precision, while simultaneously managing all communication templates within our claims management system to ensure every claimant interaction is clear, empathetic, and professional.
  On the technical documentation side, you will maintain our complete documentation library, and develop standard operating procedures, claims handling guidelines, and other materials that serve as the operational backbone for our growing claims organization. On the communication side, you will own our complete library of CMS templates. From initial acknowledgment letters to status updates, payment notifications, and closure communications, you will ensure consistency and quality across all claimant touchpoints.
  Working closely with Claims Operations, Compliance, Onboarding, and Customer Success teams you will be the bridge between technical complexity and clear communication. We’re looking for someone with a deep understanding of claims who can dive deep into claim operations, interview subject matter experts about technical processes, and then craft both internal documentation and external communications that make complex information accessible and actionable.

• Technical Documentation Development:
  Create and maintain comprehensive claims handling documentation including standard operating procedures, workflow documentation, desk‑level procedures, and other reference materials that enable adjusters to handle claims consistently and accurately across multiple lines of business and claim types.
  CMS Communication Template Management:
  Own the complete lifecycle of communication templates within our claims management system, including creating, testing, maintaining, and optimizing templates for letters, emails, SMS messages, and other claim party touchpoints to ensure consistency, clarity, and quality across all external communications.
  Cross‑Functional
  
  Collaboration:
  
  Partner closely with Claim Operations, QA, Compliance, Training, and Customer Success, and Claims leadership to gather requirements from subject matter experts, validate technical accuracy, and ensure documentation and templates support operational objectives, process changes, and system enhancements.
  Structured Communication:
  Partner closely with Claims Operations and Change Management to ensure the organization is informed of updates to technical documentation and related communications. Ensure that all databases are easily searchable and referenced for relevant stakeholders.
  Continuous Improvement and Analytics:
  Leverage feedback from adjusters, Customer Success, and QA to identify documentation gaps, improve template effectiveness, and proactively update materials to reflect process changes, best practices, and evolving business needs.

• 8+ years of claims handling or claims‑related experience, preferably across multiple lines of business.
  Demonstrated ability to create both technical documentation for internal teams and customer‑facing content, with strong attention to detail, accuracy, clarity, and user experience.
  Strong project management skills with experience coordinating with multiple…