Documentation Specialist

TalentBoost (Point32Health) - Canton, MA

Under the direction of the Documentation Manager the Documentation Specialist supports and participates with other members of the Documentation team in the development and documentation of clear and accurate content for use by staff in the Commercial HPHC Call Center and Claims department. Communicate regularly with staff and with partner departments to assess customer needs.

Key Responsibilities/Duties – what you will be doing

Create and edit content:

  • Work with subject matter experts and analyze source materials to author content that describes business processes. Ensure documentation deadlines and editorial standards are met.
  • Use the SupportPoint application to produce resources for use by staff. Ensure effective use of these applications by using advanced features of the software (Style Guides, etc.).
  • Maintain awareness of daily events in the Call Centers and other departments we support; create documentation to address identified service issues.
  • Facilitate meetings relevant to documentation and communicate with partner departments to support projects.
  • Work with partner departments to regularly review and update existing content.

Process feedback on existing content. Research sources of truth and apply changes as needed.

Ensure effective implementation of identified projects to improve department performance or to meet changing business needs:

  • Proactively identify projects that improve the efficiency of the HPHC Commercial Call Center and Claims departments and investigate root causes of problems that arise and recommend appropriate course of action to resolve the problem. Facilitate implementation of approved solution, including the coordination of resources, development of project plans, and the definition of key deliverables.

Provide support to Management and team members as needed.

Qualifications – what you need to perform the job

EDUCATION: (Minimum education required)

  • Bachelor’s Degree or equivalent relevant work experience required.
  • Excellent verbal and written communication skills generally acquired through college or other advanced education is required.

EXPERIENCE: Years of experience

  • Requires two years of experience in a professional environment, preferably within managed care or health insurance.
  • Proficiency in knowledge management and electronic data management techniques are highly preferred.
  • Facility with plain language writing style preferred.
  • Knowledge of the HPHC Call Center and relevant systems is highly preferred.
  • Demonstrated proficiency in the use of computers, specifically PC-based applications, is essential.
  • Experience with Microsoft Office applications and Web development tools is highly preferred.

SKILL REQUIREMENTS: (Include interpersonal skills)

  • Requires the ability to assess all work and prioritize as necessary. Must be highly organized and be able to juggle multiple priorities effectively. Must be able to work independently, and as part of a team, with a minimum amount of direction.
  • Must have the ability to work cooperatively as a team member and maintain productive interpersonal relationships and foster teamwork within the department; an attitude of cooperation and a commitment to the enterprise is essential and with partner departments.
  • Requires well-developed interpersonal skills to act in the capacity of liaison. Must be accepting of change, flexible and able to successfully navigate in a fast-paced and ever- changing business environment.
  • Must be an effective and confident facilitator. Requires the ability to lead meetings and workgroups independently. Must be able to exercise appropriate judgement as necessary. Requires excellent verbal and written communication skills to effectively impart information to others.

ADDITIONAL REQUIREMENT: Provide writing sample.


Commitment to Diversity, Equity & Inclusion

Point32Health is committed to making diversity, equity, and inclusion part of everything we do—from product design to the workforce driving that innovation. Our DEI strategy is deeply connected to our core values and will evolve as the changing nature of work shifts. Programming, events, and an inclusion infrastructure play a role in how we spread cultural awareness, train people leaders on engaging with their teams and provide parameters on how to recruit and retain talented and dynamic talent. We welcome all applicants and qualified individuals, who will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

Who We Are

Point32Health is a leading health and wellbeing organization, delivering an ever-better personalized health care experience to everyone in our communities. At Point32Health, we are building on the quality, nonprofit heritage of our founding organizations, Tufts Health Plan and Harvard Pilgrim Health Care, where we leverage our experience and expertise to help people find their version of healthier living through a broad range of health plans and tools that make navigating health and wellbeing easier.

We enjoy the important work we do every day in service to our members, partners, colleagues and communities.

TalentBoost is now Ignyte AI.

This job has been posted by Ignyte AI on behalf of Point32Health. Ignyte AI is committed to the fundamental principle of equal opportunity and equal treatment for every prospective and current employee. It is the policy of Ignyte AI not to discriminate based on race, color, national or ethnic origin, ancestry, age, religion, creed, disability, sex and gender, sexual orientation, gender identity and/or expression, military or veteran status, or any other characteristic protected under applicable federal, state or local law.

Req ID: R6668

Posted On: Tuesday, May 23, 2023

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