Senior Knowledge Management Associate, Knowledge Management and Communications

Our Patient Services team is at the forefront of the company mission to bring not only affordable prices, but to also deliver the best possible experience for all of our customers. We are a large team of customer service personnel who provide frontline support and manage the operations of our growing customer service and pharmacy teams. We are responsible to ensure that we scale efficient customer and pharmacy services while delivering excellent customer satisfaction scores. 

What You’ll Do: 

• Craft impactful resources, both technical and non-technical documentation, knowledge base articles and job aids, that empower Patient Services with the latest information on new processes, products, and drug launches.
• Keep content fresh and relevant by updating materials to reflect evolving team needs, business functions, product details and program changes.
• Ensure top-notch accuracy by auditing and reviewing content, helping the team deliver user-driven, trusted information every time.
• Shape streamlined Knowledge Management and Communications workflows to boost efficiency and collaboration within Patient Services and cross-functionally with stakeholders across the organization.
• Create compelling communication assets that guide and engage teams through change, making transitions smoother and more engaging.

What You’ll Need: 

• Bachelor's degree with 3 plus years of experience in Knowledge Management or related skill
• At least 3 years of experience in creating and managing knowledge content
• Experience in technical writing, content management, and authoring content in KMS required
• Experience in creating content for contact center audience required 
• Experience developing and following communications style guides and tone of voice
• Strong understanding and application of User-Centered Design principles
• Strong analytical skills and ability to turn raw data into consumable information
• Strong attention to detail with a knack for accuracy
• Ability to work in a fast-paced environment
• Experience in a highly collaborative environment and working cross functionally with departments  
• Experience in healthcare or other regulated industry is preferred
• Experience applying AI to enhance or accelerate editorial workflows
• KM Certification(s): KCS v6 Fundamentals or KMI CKS and above preferred
• Location: Pittsburgh