Care Model Academy Technical Writer - CommUnityCare Health Centers

Under the direction of the Associate Director of Care Model Academy, the Technical Writer is an experienced training specialist with a solid understanding of clinic processes, Epic applications (primarily Ambulatory and Patient Access), and adult learning styles and methodology. This includes, but is not limited to, electronic learning modules, electronic assessments (pre and post-training sessions), gap analysis, and PowerPoint presentations. They are responsible for the research, writing, and maintenance of Care Model Academy content (such as the Gold Standard Workflows) and concepts in a way that is easily understood by a broad audience. This role will combine technical and system electronic health record expertise with clinical processes to ensure a comprehensive understanding of workflows and assigned duties. The Technical Writer will provide innovative ideas for content while working both independently and collaboratively as part of a team. They will work closely with clinic managers and staff to assess learning needs and competencies as they relate to Gold Standard Workflows and tenants of Team Based Care. They will work with cross-functional teams to ensure messaging is consistent throughout all technical documentation.

ESSENTIAL/PRIMARY DUTIES
(The essential job functions or primary responsibilities that must be performed unaided or with the assistance of an accommodation – all job functions should begin with an action verb)
Essential Duties (at least 5 that are non-negotiable duties and are absolutely pertinent to successfully completing the job without accommodations):

Primary Accountabilities:
• In coordination with the Orientation and Education department, the Technical Writer is responsible for the creation and ongoing development and implementation of training curriculum for the Care Model Academy.

This includes:
o Design learning activities, assignments, and assessments
o Write scripts for video and audio content; record as needed
o Analyze, update, and refine existing content
o Generate innovative ideas for content, workflow documentation and training
o Identify and create e-Learnings for refresher training curriculums
• Must possess exceptional writing skills and be able to compose engaging and accurate content
• Must possess experience authoring and editing formal disseminated training products
• Leverage knowledge of product and processes to create concise instructional deliverables
• Experience developing and implementing successful communication strategies
• Determine the most clear and logical way to present information for greatest reader comprehension; translate complex and technical information in a way that is easily understood
• Translate complex and technical information into an intuitive and straightforward format that is easy to digest requiring fewer instructions and an increase in comprehension
• Proactively manages writing activities across assigned projects and authors deliverables with consideration for regulatory, corporate, departmental, quality, and safety standards
• Collaborates with Epic Application Analysts and subject matter experts to assess and identify appropriate curriculum content, design, educational needs and training opportunities. Accurately documents Care Model Academy topics and integrates into training for new and existing staff
• Evaluate and update training deliverables as needed to ensure content matches learner and business needs, with the goal of translating knowledge to action to ensure system workflows are followed
• Work with project team members or subject matter experts to define project scope, goals, resource requirements, timelines, and deliverables
• Define and follow course development processes that are evidence based, relevant to the stakeholders, and effective for learning by the target population
• With the Associate Director of Care Model Academy, develops a structure for refreshers, optimization, and additional trainings needed
• Create and maintain standardized templates for learning guides
• Provides proactive input to issues resolution, quality, and process improvement
• Keeps current on best practices in instructional design
• Recommends new written communication products that enhance learning objectives and engagement
• Demonstrates a willingness to be an active participant in initiatives that have fundamental impact on the organization
• Perform other duties as needed to drive the vision, fulfill the mission, and abide by the values of CommUnityCare

Knowledge/Skills/Abilities:
• Excellent writing ability with strong grammar, editing and formatting skills
• High accuracy and meticulous attention to detail
• Outstanding written and verbal communication skills
• Demonstrated ability to write clear, concise, and engaging learning content for adult learners across all levels of staff, including physicians and medical providers
• Ability to communicate complex information in clear and unambiguous terms to all levels of staff
• Fluency in written and spoken English
• Flexibility, professionalism and the ability to manage multiple projects simultaneously
• Equally comfortable working individually and within a team environment that emphasizes interdisciplinary collaboration in a dynamic organization
• Develop and maintain highly collaborative internal relationships and partnerships with coworkers at all levels
• Strong project management skills, with expertise at organization, prioritizing, balancing multiple projects, and meeting deadlines
• Demonstrated capability of working in a fast-paced and rapidly evolving environment
• Ability to work well under pressure and respond to rapidly changing priorities, evolving ideas, and deadlines
• Proficient in Microsoft Office, SharePoint, and other relevant software programs
• Demonstrated understanding of healthcare, clinic processes, population health, social determinants of health, health equity preferred
• Understanding of EMR, software integrations, and operational workflow dependencies is preferred
• Experience designing content for a healthcare organization is preferred

MINIMUM EDUCATION:
• Bachelor’s Degree in Technical Writing, Communications, Instructional Design, Instructional Technology, or related field
• OR 6 years as a technical writer, training specialist, curriculum designer or related field with high school diploma

MINIMUM EXPERIENCE:
• 4 years’ experience developing curriculum, e-learning, training, instructional design, and/or in a learning and development role

REQUIRED CERTIFICATIONS/LICENSURE:
• Epic certification required within 6 months of hire or within 6 months of completing Epic training.