Remote-Customer Experience Technical Writer
About The Position
Alignment Health is a healthcare company focused on serving seniors and the chronically ill. The Customer Experience (CX) Technical Writer will develop and maintain clear work instructions and workflow documentation for frontline employees to guide them through complex customer interactions. This role involves translating product, system, benefit, and operational requirements into decision-based workflows and process documentation for use in CRM and knowledge management platforms. The writer will collaborate with various departments to ensure documentation is accurate, consistent, and aligned with workflows and regulatory requirements, supporting content lifecycle management and continuous improvement to enhance service delivery and operational efficiency.
Requirements
- 5+ years of experience in technical writing, process documentation, or content management in a complex environment
- Experience in Medicare, Medicare Advantage, or a regulated healthcare/health plan setting
- Experience supporting customer experience or contact center operations
- Demonstrated experience creating structured work instructions, workflows, and process documentation
- Strong technical writing skills with emphasis on clarity, structure, and usability
- Ability to translate complex product, policy, and operational requirements into actionable guidance
- Proficiency designing structured workflows, including decision trees and conditional logic
- Strong attention to detail with ability to identify inconsistencies, gaps, and risks
- Understanding of customer experience workflows and real-time service environments
- Bachelor’s degree in Technical Writing, Communications, English, Business, Information Systems, or a related field
- Ability to talk or hear
- Ability to stand, walk, sit, use hand to finger, handle or feel objects, tools, or controls; and reach with hands and arms
- Ability to frequently lift and/or move up to 10 pounds
- Specific vision abilities required by this job include close vision and the ability to adjust focus
Nice To Haves
- Portfolio showcasing technical writing and workflow-based documentation
- Experience working with content management platforms (e.g., Confluence or similar tools)
- Experience managing multiple projects and deadlines in fast-paced environments
- MBA
- Knowledge of adult learning principles and instructional design concepts
- Strong collaboration and stakeholder management skills
- Problem-solving and critical thinking skills
- Ability to work independently and manage competing priorities
Responsibilities
- Translate product, benefit, technical, and operational requirements into clear, task-based work instructions for customer experience teams
- Rewrite, optimize, and maintain work instructions, incorporating dynamic workflows for real-time use during customer interactions
- Design and maintain decision-based workflows (e.g., decision trees, branching scenarios) that guide frontline employees through complex service scenarios
- Ensure workflows align with call flows, frontline behaviors, and real-world use cases
- Partner with internal stakeholders to understand product features, benefits, and operational updates and reflect them in documentation
- Collaborate with Knowledge Management to maintain content structure, tagging, searchability, and lifecycle (creation, updates, archiving)
- Integrate work instructions into training materials, performance support tools, and CX learning strategies
- Establish and maintain documentation standards aligned with branding, style guidelines, and governance practices
- Continuously update content to reflect system enhancements, regulatory changes, and business process updates
- Incorporate feedback from Quality audits, leadership, and frontline employees to improve effectiveness
- Contribute to building and maintaining a centralized, scalable, and AI-ready knowledge base
- Support business needs with timely delivery of accurate, high-quality documentation
- Drive documentation strategies that support improved first call resolution (FCR), reduced handle time (AHT), and faster onboarding
Benefits
- Equal Opportunity/Affirmative Action Employer
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
