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?
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        Why WELL? --*
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Keywords: WELL Health, Inc., Boston , Technical Writer, IT / Software / Systems , Boston, Massachusetts