Technical Writer

Guideway Care is working to provide superior patient engagement solutions to healthcare organizations. We pride ourselves on hiring team members who can work independently but also enjoy being part of a team and like to continuously learn and grow. We are looking for candidates that exemplify these qualities and who are excited to join our team to continue to make a difference for patients and their families.

The Technical Writer will be responsible for creating and maintaining scripts for all contact center clients that increase both client and agent satisfaction. This critical role will create new client materials, review existing client training materials, and work closely with contact center leadership team to produce detailed scripts that allow agents to take calls quickly and proficiently for a wide variety of call types. This position requires extreme attention to detail and strong written and verbal communication skills. It is a great role for someone who enjoys finding creative ways to use technology to solve key business needs.
Essential Duties and Responsibilities
 

• Assist in developing the process for writing and editing client specific contact center scripts
• Learn each client’s unique workflow and write scripts that enable agents to provide excellent service to each client
• Develop clear, well organized script process maps, and then work closely with the development team to ensure scripts are implemented correctly into the phone system
• Consistently edit script process maps to ensure all scripts are up to date with the latest guidelines
• Completes quality assurance testing within the phone system for each new script and new enhancement
• Work closely with the client and leadership team to analyze effectiveness of scripts and use feedback to edit scripts as needed
• Work with new clients during implementation to create script process maps that enables agents to successfully handle a wide range of calls.
• Work closely with the Quality Assurance and Training team to understand common agent errors and then create or edit script mapping to address these errors.
• Work closely with project managers and script developers to implement projects on time

Job Requirements

• Demonstrated extreme attention to detail
• Strong organizational skills
• Demonstrated ability to learn and explain detailed business processes
• Strong written and verbal communication skills
• Healthcare, contact center experience, and technical writing experience is a plus
• Proven track record of hitting deadlines
• Client-facing communication experience
• Ability to work both with a team and independently
• Strong editing background and exceptional skills in proofreading and authoring, creating, implementing, and ensuring adherence to technical style guide
• Bachelor’s Degree in English, technical writing, computer science or a related field
• Immigration or work visa sponsorship will not be provided