PROFILE

We offer remote work opportunities (AK, AR, AZ, CO, FL, HI, IA, ID, IL, KS, LA, MD, MN, MO, MT, NE, NV, NM, NC, ND, OK, OR, SC, SD, TN, TX, UT, VA/DC, WA, WI & WY only).
Our Department of Defense contract requires US citizenship and a favorably adjudicated DOD background investigation for this position.
Veterans, Reservists, Guardsmen and military family members are encouraged to apply!

JOB SUMMARY

Responsible for developing multiple forms of content to enhance TriWest’s customer service experience. Creates content to highlight products and services. Ensures consistency across all customer service communication channels, to include procedures, call center scripting, chat, and correspondence. Ensures contract change orders are interpreted accurately and transformed into knowledge articles for use by contact center personnel. Consults with business owners and other process participants to maximize the accuracy of content and the readability of the completed documents by intended audiences. Works closely with Subject Matter Experts throughout the organization and the TriWest Leadership team to maintain and update operational process documentation and training. Partners with Training team members to ensure new hire and continuous training is accurate and relevant. Partners with colleagues and management to ensure operational consistency across the enterprise.

IT’S WHO WE ARE. IT’S WHAT WE DO.

Do you have a passion for serving those who served?

KEY RESPONSIBILITIES

• Writes and edits knowledge base content and step-by-step procedures based on current business rules, operational processes, and contract modifications.
• Collaborates with subject matter experts (SMEs) to gather information and creates plain-language documents that meets the needs of internal customers.
• Works closely with Training team to identify and provides content for ongoing Training documentation and curriculum updates..
• Communicates operational process changes to all stakeholders to include training team and operational leaders.
• Effectively negotiates disagreements or misunderstandings of operational processes to get to consensus.
• Ensures operational consistency across the enterprise.
• Uses results of call monitoring review and/or audits to refine desk procedures, training content, and process documents.
• Partners with other TriWest departments to identify, address, and resolve process issues to ensure high quality service levels throughout TriWest.

• Seeks advice and escalates policy and/or procedure issues or problems as warranted. • Conducts Peer-to-Peer editing reviews and assists team members, as needed, during the writing process.

• Actively stays up to date of knowledge in all aspects of assigned TriWest programs.
• Works closely with management to achieve goals and performance standards.
• Performs other duties assigned.
• Regular and reliable attendance is required.

We’re more than just a health care company. We’re passionate about serving others! We believe in rewarding loyal, hard-working people who are willing to learn as they grow. TriWest Healthcare Alliance values teamwork. Join our team, fulfill your responsibilities, and you may also be considered for frequent pay raises, overtime opportunities to earn even more, recognition and reward programs, and much more. Of course, we also offer a comprehensive and progressive compensation and benefits package that includes:

• Medical, Dental and Vision Coverage
• Paid time off
• 401(k) Retirement Savings Plan (with matching)
• Short-term and long-term disability, basic life, and accidental death and dismemberment insurance
• Tuition reimbursement
• Paid volunteer tim