Process Writer

Process Writer

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. 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.

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.

Responsibilities include writing and maintaining clear, concise, and standardized SOPs and DLPs for all CX functional areas. Regular reviews and updates of SOPs and DLPs 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.

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.

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.

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.

The role involves tracking and reporting progress on documentation projects, ensuring deadlines are met and deliverables are of high quality. The Process Writer is responsible for managing documentation-related project activities, including work planning, milestone tracking, risk identification, stakeholder coordination, and escalation of issues that may impact project timelines or deliverables. Clear communication of findings, recommendations, and project updates to team members, stakeholders, and management is critical.

Basic Qualifications:

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 Teams meetings and gaining the 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 work streams, 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.

Remote position (US only) Opportunities to travel through your work (0-10%) Video cameras must be used during all…