Process Writer

Gainwell Technologies LLC•Any city, OH

10d•$47,000 - $67,200•Remote

About The Position

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.

Requirements

Bachelor’s degree required (preferred: healthcare or STEM)
Lean Six Sigma knowledge or Green Belt certification preferred
Proven experience in process mapping, SOP development, or documentation in complex environments
Strong writing skills and attention to detail
Proficiency in Microsoft Office and process mapping tools

Responsibilities

Working closely with Lean Six Sigma Black Belts and CX teams to document existing processes through detailed flowcharts, process maps, and written descriptions.
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.
Writing and maintaining clear, concise, and standardized Standard Operating Procedures (SOPs) for all CX functional areas.
Regularly reviewing and updating SOPs to ensure accuracy and relevance considering process changes or new requirements.
Implementing version control procedures to track changes and updates.
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.
Collaborating with the training department 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.
Developing and implementing documentation standards and best practices to ensure consistency and usability across all CX processes.
Creating and maintaining documentation templates, tools, and resources to facilitate standardized practices.
Working with cross-functional teams to gather information, clarify process details, and ensure comprehensive documentation.
Engaging with stakeholders to understand their needs and incorporating their feedback into documentation.
Tracking and reporting progress on documentation projects, ensuring deadlines are met and deliverables are of high quality.
Clearly communicating findings, recommendations, and updates to team members, stakeholders, and management.