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Technical Writer

Company: WELL Health, Inc.
Location: Boston
Posted on: April 11, 2021

Job Description:

Our Mission: Make healthcare the gold standard in customer service. What We Deliver: WELL TM Health is a SaaS digital health leader in patient communications and the 2021 Best in KLAS winner in Patient Outreach . WELL Health's intelligent communications hub is the only two-way digital health solution engaging patients throughout their entire care experience. WELL Health enables conversations between patients and their providers through secure, multilingual messaging in the patient's preferred communications channel: texting, email, telephone, and live chat. By unifying and automating disjointed communications, WELL Health helps healthcare organizations drive more patient visits, build exceptional patient loyalty, and reduce staffing costs, frustration and turnover.-- Our Impact: WELL Health helps 200k+ healthcare providers facilitate more than 1 billion messages for 30+ million patients annually.-- Our award-winning culture: In 2021, WELL Health was named #10 on the Forbes list of America's Best Startup Employers and was also recognized as one of the Best Midsize Companies to Work for in Los Angeles by Built In LA . In 2020, WELL Health was named among the Best Places to Work by Modern Healthcare and ranked #170 on the Inc. 5000 list of fastest growing private companies.-- SUMMARY-- WELL is looking for a talented Technical Writer to join our Account Management team. As the Technical Writer, you will report directly to our Director of Support Services, and play a critical role in ensuring client happiness.-- The initial focus of this role will be creating durable customer-facing documentation for self-service. Dependent on business needs, you will also be responsible for creating other items like release notes, and writing for technical partners, should those needs arise. You are deadline and data-driven, and you have strong independent working skills. You are comfortable working in a fast-paced environment, and excited about working at a hyper-growth organization.-- RESPONSIBILITIES

  • Building, curating, and maintaining the WELL knowledge base--
  • Collaborate with Customer Support, Account Management, Product, Client Training, Software Engineering, and BI teams to carry out extensive research in order to create documentation that communicates information in a clear, concise manner--
  • Help establish a consistent voice and communicate information through documentation
  • Analyze the target audience and craft documents to best meet the audience's level of knowledge
  • Develop engaging, helpful content by using images, diagrams, lists, charts, and headings
  • Partner with the Product team to assist with planning and tracking documentation work to meet product releases and client deliverables REQUIREMENTS--
    • 3-4 years technical writing experience
    • Excellent reading comprehension, listening, and writing skills that drives you to produce world class content
    • Motivated to deliver a positive customer experience by writing, explaining, and expressing complex concepts for non-technical audiences in a straightforward way
    • Enjoys finding knowledge gaps that will benefit customers and team members alike
    • Experience producing short form content: user briefs, tip sheets, troubleshooting guides, FAQs, etc.
    • Experience building and maintaining knowledge bases
    • Experience with Salesforce Knowledge Base, Confluence, and JIRA (or similar tools)
    • Comfortable working as a solo producer within in a team context BONUS--
      • Bachelor's Degree in English, Communication, Journalism, or related field
      • Knowledge of healthcare workflows
      • Experience working in a SaaS environment
      • Experience writing for a technical audience
      • Experience creating customer training materials
      • Experience with HTML and creating web media content including infographics LOCATION WELL is headquartered in Santa Barbara, CA, with a second office being created in Boston, MA. As a result of the COVID-19 pandemic and to prioritize the health of our employees, all WELL positions are temporarily remote. We are looking forward to when our company returns to in-office work at or around June 2021. When in-person work resumes, this candidate must be willing to work full-time out of an office in Boston, MA or Santa Barbara, CA.-- WORKING AT WELL
        • Fantastic company culture - frequent Zoom company events (Lunch & Learns, trivia, yoga, etc.) and daily fun brought to you by many creative Slack channels.
        • Employee equity groups - 11 groups available for all to join. Black & Latinx, Women, LGBTQ+, Disability, and many more!
        • Learning and development - frequent events and tools available to help our employees #PursueGrowth.
        • Career mobility - we promote from within and have opportunities for employees to transfer between teams.--
        • Santa Barbara office perks - dog-friendly office, healthy (and unhealthy) snacks, Kombucha and beer on tap, light-filled space, standing desks, and the occasional taco truck.
        • Company perks and benefits - MacBook Pro provided, unlimited PTO, generous equity package and full health benefits (medical, dental, and vision). Committed to Diversity, Equity, and Inclusion WELL Health Inc. is an Equal Opportunity Employer and is committed to fair and equitable hiring practices. All hiring decisions at WELL are based on strategic business needs, job requirements and individual qualifications. All candidates are considered without regard to race, color, religion, gender, sexuality, national origin, age, disability, genetics or any other protected status.-- We're dedicated to creating an inclusive, equitable, and diverse workplace, where everyone feels safe to be themselves and diversity is a strength. WELL is committed to providing employees with a work environment free of discrimination and harassment; WELL will not tolerate discrimination or harassment of any kind. Were you referred to this job? If yes, by whom?
          What is the salary range that you are looking for? --*
          Do you have a non-compete or similar agreement with your former employer(s) that would preclude you from working at WELL Health? --*
          Why WELL? --*
          U.S. Equal Opportunity Employment Information (Completion is voluntary) Individuals seeking employment at WELL Health Inc. are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file. Gender Please select Are you Hispanic/Latino? Please select Race & Ethnicity Definitions If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows: A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability. A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service. An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense. An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985. Veteran Status Please select Form CC-305 OMB Control Number 1250-0005 Expires 05/31/2023 Voluntary Self-Identification of DisabilityWhy are you being asked to complete this form? We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years. Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and not be seen by selecting officials or anyone else involved in making personnel decisions. Completing the form will not negatively impact you in any way, regardless of whether you have self-identified in the past. For more information about this form or the equal employment obligations of federal contractors under Section 503 of the Rehabilitation Act, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp . How do you know if you have a disability? You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition. Disabilities include, but are not limited to:
          • Autism
          • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, or HIV/AIDS
          • Blind or low vision
          • Cancer
          • Cardiovascular or heart disease
          • Celiac disease
          • Cerebral palsy
          • Deaf or hard of hearing
          • Depression or anxiety
          • Diabetes
          • Epilepsy
          • Gastrointestinal disorders, for example, Crohn's Disease, or irritable bowel syndrome
          • Intellectual disability
          • Missing limbs or partially missing limbs
          • Nervous system condition for example, migraine headaches, Parkinson's disease, or Multiple sclerosis (MS)
          • Psychiatric condition, for example, bipolar disorder, schizophrenia, PTSD, or major depression Disability Status Please select 1 Section 503 of the Rehabilitation Act of 1973, as amended. For more information about this form or the equal employment obligations of Federal contractors, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp . PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.

Keywords: WELL Health, Inc., Boston , Technical Writer, IT / Software / Systems , Boston, Massachusetts

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