Specialist III, Knowledge Base

Grow Therapy

8d•$60,000 - $65,000

About The Position

Grow Therapy is hiring a Knowledge Base Specialist to own revenue cycle management (RCM) knowledge and build scalable knowledge practices. The role creates, edits, organizes, publishes, and retires internal guides, standard operating procedures, decision trees, job aids, and other resources, initially for RCM and later for additional assigned domains. It translates complex payer rules, compliance requirements, product behavior, and operating processes into clear, actionable guidance for frontline and operational teams, while maintaining content architecture, metadata, ownership, and findability. The Specialist manages knowledge content through intake, prioritization, subject matter expert review, approval, publication, revalidation, version control, and retirement. They test priority guidance against real or representative cases, monitor relevant changes, and use frontline feedback, quality findings, contact drivers, search behavior, and content-performance data to address unclear, missing, duplicative, or outdated guidance. The role partners with RCM leaders, subject matter experts, Training, Quality, and other domain owners to clarify decisions, support launches and process changes, and escalate unresolved policy or process ambiguity. The Specialist also tracks knowledge-performance measures, recommends improvements to governance, workflows, templates, and tooling, and structures content to support human users and AI-enabled workflows. The role communicates approved knowledge and workflow updates to the RCM team in partnership with managers; RCM managers retain responsibility for change management, adoption, and adherence. Grow Therapy is a mental health care company that operates a three-sided marketplace serving providers, insurance payors, and patients. The company describes its work as focused on making mental health care more effective and accessible.

Requirements

At least 2 years of experience in knowledge management, content operations, technical or process writing, RCM/insurance operations, support enablement, or a closely related field; equivalent demonstrated internal experience is welcome.
Working knowledge of healthcare revenue-cycle or insurance operations, such as billing, claims, denials, collections, payer requirements, credentialing, eligibility, or benefits.
Strong written communication and editing skills, including the ability to turn complex or incomplete source material into concise, actionable guidance for different audiences.
Experience partnering with subject matter experts and operational leaders to clarify ambiguity, document decisions, and move content through review and approval.
Ability to test whether guidance works, identify edge cases and risks, and revise content based on evidence.
Strong organization and ownership, including managing competing requests, communicating tradeoffs, and keeping stakeholders informed in a fast-changing environment.
Comfort using data and feedback to prioritize content work and evaluate knowledge accuracy, findability, and effectiveness.

Nice To Haves

Hands-on experience with practice-management systems, electronic health records, claims or billing platforms, or customer-support tools.
Familiarity with commercial insurance, Medicaid, Medicare, managed care, HIPAA, CMS, or payer-specific requirements.
Experience with Notion, Jira, Intercom, Looker or another BI platform, Google Workspace, or content-governance tooling.
Experience writing structured content for AI search, agent-assist, automation, or other knowledge-retrieval use cases.
Experience supporting a high-growth, regulated, or operationally complex organization.

Responsibilities

Create, edit, organize, publish, and retire internal knowledge resources, initially for RCM and later for additional assigned domains.
Translate payer rules, compliance requirements, product behavior, and operating processes into clear, action-oriented guidance.
Maintain logical content architecture, naming, metadata, ownership, and findability.
Manage the content lifecycle, including intake, prioritization, SME review, approval, publication, revalidation, version control, and retirement.
Test priority content against real or representative cases, document gaps, and drive them to resolution.
Monitor product, policy, payer, process, and regulatory changes and coordinate timely content updates.
Use frontline feedback, quality findings, contact drivers, search behavior, and content-performance data to identify content gaps and issues.
Build relationships with RCM leaders, subject matter experts, and additional domain owners; clarify ownership, decisions, dependencies, and approval timelines.
Partner with Training and Quality to align onboarding, reinforcement, and evaluation materials with the current source of truth.
Support launches and process changes by identifying knowledge impacts, documenting edge cases, and confirming frontline readiness.
Escalate unresolved policy or process ambiguity and facilitate decisions across teams.
Track and report knowledge measures, including validation coverage, validation pass rate, change-update SLA, demand coverage, knowledge-assisted quality accuracy, and user feedback.
Recommend improvements to knowledge templates, governance, workflows, and tooling.
Structure content to support human teammates and AI-enabled workflows.
Communicate approved knowledge updates and workflow changes to the RCM team through suitable channels, in partnership with managers.

Benefits

Comprehensive medical, dental, vision, life, and disability coverage.
No-cost access to therapy through the Grow platform for US employees.
Retirement savings programs and equity opportunities.
Flexible time off, company-paid holidays, and a company-wide Winter Break.
Up to 18 weeks of paid parental leave and a new child stipend.
Dedicated weekly flexible time for self-care.
Annual wellness and development stipend.
Pre-tax commuter benefits for teammates working from hub locations.
Home workspace support and meal benefits, with offerings tailored to remote and hub-based employees.
Wellbeing benefits, including wellness memberships, virtual care, pet insurance discounts where available, and global travel assistance.