Technical Writer - Remote

Blue Cross Blue Shield of Arizona•Phoenix, AZ

1d•Hybrid

About The Position

Prepare procedures, training materials, and other supporting documentation. Clearly document complex information, work independently, and develop productive relationships with coworkers, management, and internal customers. This role supports AZ Blue’s Knowledge Management function. Responsibilities vary by level: Levels 1–2 manage writing tasks and create and publish content in accordance with established standards and priorities; Level 3 adds quality audits, peer coaching, and calibration; Level 4 supports and coordinates the work of Knowledge Management Technical Writers, manages requests and deliverables, monitors metrics, and recommends program and process improvements. The position is hybrid and requires the employee to reside and perform work within Arizona. Employees must maintain a schedule of at least 40 hours per week and may need to work additional hours when requested or required by business needs.

Requirements

All levels: High school diploma or GED in a general field of study.
Level 1: 1–2 years of BCBSAZ business experience.
Levels 2–4: 2 years of professional writing experience.
Levels 2–4: 2 years of experience writing business or operational content.
Level 4: 2 years of supervisory or lead-level experience.
Level 1: Basic written and verbal communication skills; intermediate proficiency with Microsoft Word, Outlook, Excel, and Microsoft 365.
Levels 2–4: Advanced written and verbal communication skills, including persuasive communication, and experience translating complex concepts into well-structured narratives.
Levels 2–4: Advanced proficiency with Microsoft Word, Outlook, and Excel; intermediate proficiency with Microsoft 365.
Levels 2–4: Advanced experience with publishing formats and platforms, including PDF, online publishing, and SharePoint.
All levels: Ability to create and edit documents efficiently; learn and navigate document-control systems for routing and approval; proofread documents for content and formatting accuracy; demonstrate effective active listening; and translate verbal guidance and process-flow diagrams into clear operating instructions.
Level 1: Proficiency in business writing, grammar, and sentence structure.
Levels 2–4: Advanced proficiency in business writing, English grammar, and sentence structure.
All levels: Ability to establish and maintain effective working relationships in a collaborative team environment; strong customer-service skills; adaptability to shifting priorities, organizational changes, and workplace demands; and ability to balance organizational, colleague, customer, and assigned-work needs.
Levels 3–4: Strong organizational and project-management skills, plus advanced meeting-facilitation, screen-sharing, communication, and time-management skills.
All levels: Ability to facilitate group and individual discussions.
Level 4: Ability to direct and lead others.

Nice To Haves

Level 1: 2–3 years of BCBSAZ business experience.
Levels 2–4: 3 years of professional writing experience.
Levels 2–4: 3 years of experience writing business or operational content.
Level 4: 3 years of supervisory or lead-level experience.
Levels 2–4: Bachelor’s or master’s degree in business, healthcare, or a related field.
Intermediate knowledge of health-insurance industry operations.
Intermediate understanding of medical terminology.
Working knowledge of HTML.
Knowledge of instructional-design principles.
Ability to apply Six Sigma process-improvement tools and techniques.
Experience designing and launching new operational processes or programs.

Responsibilities

Use Knowledge Management authoring tools and manage assigned authoring tasks in the Knowledge Management system (Levels 1–2).
Ensure content follows the Knowledge Management Style Guide and Playbook, and publish according to priorities and service-level agreements (Levels 1–2).
Select appropriate content types, templates, and approval workflows; partner with subject-matter experts and business owners to confirm accuracy (Levels 1–2).
Escalate blockers, issues, and risks to the Lead or Knowledge Management leadership as needed (Levels 1–2).
Conduct quality audits, track audit results, recommend content changes based on findings, coach peers, and lead calibration sessions (Level 3).
Support Knowledge Management Technical Writers and technical-writing planning, administration, and processes for complex projects, system enhancements, and operational improvements (Level 4).
Assess technical-writing requests, resource capacity, assignments, due dates, and progress; assist writers with onboarding, scope assessment, resource identification, testing, prioritization, and relationship-building (Level 4).
Identify and prioritize content needs using user feedback, compliance reviews, quality-assurance findings, and other business requirements (Level 4).
Provide coaching, training, development, and support to Technical Writers; help maintain the Knowledge Management Playbook and Style Guide and ensure adherence to style guidelines (Level 4).
Ensure content review and publishing meet standards, priorities, and service-level agreements; triage urgent or escalated content needs with business partners and leadership (Level 4).
Analyze knowledge-base usage and related metrics; track and report deliverable status and productivity, monitor key performance indicators, and recommend improvements (Level 4).
Review documents and coach writers on process, standardization, style, voice, and tone; keep documentation current with company systems, technology, and operational changes (Level 4).
Use end-user and stakeholder feedback and assess external trends and technologies to improve technical-writing deliverables and document development (Level 4).
Recommend Knowledge Management program improvements and assist management in promoting programs, projects, organizational value, and best practices (Level 4).
Facilitate group and individual discussions (all levels); direct and lead others (Level 4).
Maintain a full-time schedule of at least 40 hours per week, work additional hours when requested or required by business needs, and perform other duties as assigned.