Humana Senior Technical Writer -Author by Humana in Boston, Massachusetts
The Senior Policy Administration Professional creates, reviews, and maintains catalog of company policies and procedures. The Senior Policy Administration Professional work assignments involve moderately complex to complex issues where the analysis of situations or data requires an in-depth evaluation of variable factors.
Senior Technical Writer
About Author by Humana
Consumers have come to expect personalized and seamless experiences in nearly all aspects of their daily life - how they stay connected, shop, book travel and manage their finances. Technology innovation has enabled these experiences. Consumers should expect, and will demand, the same personalized experience for managing their health. To meet new competitive challenges, better respond to consumer needs, reduce systemic friction points and to inspire a brighter future for healthcare in America, Humana has created a new business focused on the whole health needs of seniors. Associates in this new business segment (Author by Humana) are creating a customer-back experience designed to foster a trusting relationship with seniors to help them achieve their best health. Author operates independently with a 'startup-like' mentality, and the enthusiastic support and backing of Humana and its board, with the goal of changing the healthcare industry from managing transactions to supporting a member's whole health.
We are seeking individuals who are passionate about solving big problems in healthcare for seniors. As a member of the Author team, you will have the opportunity to bring your 'A game' to work every day to improve the lives and health of the seniors we serve.
The Technical Writer, residing on the Organizational Effectiveness Team, will define and develop a cohesive system of knowledge documents, guides, learning materials and communications to help our frontline service associates meet the needs of our Author Members and Providers.
The role will steer best practices in technical, process and human-centered writing for Author by Humana. They will collaborate with frontline service leads and subject matter experts across the Health Care Team, Operations, Product and Technology to define evolving needs of end users and the business.
The Technical Writer will:
Define and transform a digital system for accessing and using all internal knowledge documents and guides.
Create and maintain a taxonomy of linked content used as the source of truth for internal learning materials and communications.
Write call processes, procedures, scripts, reference guides and communications that are clear, concise, on-brand, SEO-optimized, compliant, and aligned with business objectives and goals.
Proofread, update and publish learning content regularly.
Develop effective partnerships with business stakeholders.
Establish and promote best practices in writing and communication as part of the Organizational Effectiveness Team.
Bachelor's degree in English, technical writing, communication, instructional design or a related discipline, or comparable professional experience.
5+ years writing and editing user documentation.
Excellent writing and editing skills with a demonstrated ability to present complex and highly technical information, clearly and concisely.
Excellent verbal communication skills
Exceptionally high standards for honoring brand guidelines and human-centered design principles.
Experience working with operational and technical team members on a daily basis.
Confident setting priorities and managing change in a fast-paced environment.
Confident collaborating and presenting virtually with teams.
Passionate about contributing to an organization focused on continuously improving consumer experiences.
Expert-level experience working with Microsoft Word, PowerPoint, Excel, SharePoint and Teams
Portfolio of writing samples.
Master's Degree in English, technical writing, communication, instructional design or a related discipline
2+ years leading a high-performing team responsible for writing and communications
Experience with HTML and CSS
Experience writing for frontline service associates
Experience working in the healthcare or insurance industry
Experience working on an agile team
- Samples of written materials strong suggested
Scheduled Weekly Hours
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