CX Knowledge Management Specialist

CX Knowledge Management Specialist at Alignment Health

Alignment Health is breaking the mold in conventional health care, committed to serving seniors and those who need it most: the chronically ill and frail. It takes an entire team of passionate and caring people, united in our mission to put the senior first. We have built a team of talented and experienced people who are passionate about transforming the lives of the seniors we serve. In this fast-growing company, you will find ample room for growth and innovation alongside the Alignment Health community. Working at Alignment Health provides an opportunity to do work that really matters, not only changing lives but saving them. Together.

The CX Knowledge Management Specialist is responsible for designing, developing, and maintaining high-quality technical documentation, workflow instructions, and knowledge assets that enable employees to deliver accurate, consistent, and compassionate customer experiences. This role translates complex operational workflows, system processes, and policies into clear, intuitive, and actionable content that supports First Call Resolution (FCR), regulatory compliance, and exceptional customer experience outcomes.

The ideal candidate brings experience working in a healthcare environment, with an understanding of Medicare/Medicare Advantage health plans and call center operations. With a proven track record developing technical documentation, online help systems, and dynamic workflow-based guidance, the person in this role also brings experience building or maintaining an internal knowledgebase, leveraging AI-enabled knowledge tools to improve information access, searchability, and accuracy. This individual is a highly detail-oriented, independent contributor who excels at formatting, structuring, and governing content to optimize operational efficiency and improve consistency at scale.

Job Duties/Responsibilities

Knowledge Management & Technical Documentation

• Develop, edit, and maintain technical user documentation, including:Online step-by-step workflow instructions, including customer journey mapping
• Standard Operating Procedures (SOPs)
• Job aids, quick reference guides, and decision trees
• Online and web-based documentation
• Translate complex healthcare and operational workflows into clear, concise guidance.
• Ensure documentation is accurate, complete, and aligned with approved workflows, policies, and business rules.
• Apply exceptional formatting, layout, and visual organization to improve readability and usability.

Workflow & Customer Journey Enablement

• Partner with cross-functional internal teams and SMEs to document end-to-end workflows.
• Map customer and CX Specialist journeys to identify opportunities to improve clarity, efficiency, performance, and operational execution
• Design content that supports real-time call handling and reduces Specialist cognitive load.

Knowledgebase Development & Maintenance

• Build, organize, and maintain a structured, searchable internal knowledgebase for employees.
• Apply knowledge management best practices, including:Content taxonomy and naming conventions
• Metadata, tagging, and categorization
• Version control and governance
• Support or maintain an AI-enabled knowledgebase, ensuring content quality, structure, and relevance for accurate AI-assisted retrieval.
• Conduct regular content reviews to ensure accuracy, relevance, and compliance.

Content Standards, Governance & Quality

• Apply consistent templates, style guides, and documentation standards across all content.
• Ensure proper versioning, approvals, and documentation lifecycle management.
• Identify outdated, redundant, or unclear content and proactively recommend improvements.
• Incorporate feedback from front-line employees, Trainers, and Quality Analysts to continuously improve content effectiveness.

Collaboration & Continuous Improvement

• Collaborates cross-functionally to validate documentation accuracy and usability.
• Supports onboarding and ongoing training by providing high-quality reference and performance support materials.
• Contributes to continuous improvement efforts that enhance employee confidence, consistency, and customer experience.

Job Requirements

Core Skills & Competencies

• Exceptional technical writing, editing, and proofreading skills.
• Strong formatting and content design skills (headings, tables, callouts, step sequences).
• Ability to translate complex system logic and workflows into clear, actionable guidance.
• Strong attention to detail and commitment to accuracy, highly organized.
• Ability to manage multiple projects independently and consistently meet deadlines.
• Comfortable working remotely and collaborating with cross-functional teams.

Experience

• Minimum 3–5 years of experience in one or more of the following: Knowledge Management, Technical Writing, Operations Documentation, Content Development, Instructional Design (documentation or performance support focused)
• Experience developing documentation within healthcare, health insurance, or Medicare/Medicare Advantage environments, supporting operational workflows, health plan benefit information, and compliance requirements
• Experience creating or maintaining internal knowledgebases, online help systems or web-based documentation, SOPs and operational workflows
• Experience working with customer service or contact center teams, preferred

Education

• Bachelor’s degree in Technical Communication, English, Communications, or Journalism, Instructional Design or Learning & Development, Information Science or Knowledge Management, required

Special Skills

• Familiarity with adult learning principles and performance support concepts.
• Experience using knowledge management and documentation tools.
• Experience authoring/maintaining online help and dynamic documentation.
• Familiarity with AI-powered knowledge platforms, search optimization, content chunking, tagging, and metadata management.
• Understanding of customer experience concepts, including clarity, ease, and First Call Resolution (FCR).

Preferred Licenses And Certifications

• Certified Knowledge Manager (CKM)
• Technical Writing or Technical Communication certification
• Instructional Design or Learning & Development certification
• Customer Experience, Service Design, or Journey Mapping training

What Success Looks Like

• Customer Experience employees can quickly find accurate information during live interactions
• Documentation reduces repeat calls, escalations, and agent confusion
• Workflows are consistently followed and clearly understood
• Content supports compliant, confident, and courteous member experiences
• Knowledge assets scale effectively as processes, systems, and workflow instructions evolve

The pay range for this role is $64,384.00 - $96,577.00.

Key skills/competency

• Knowledge Management
• Technical Writing
• Healthcare Operations
• Content Strategy
• Documentation Design
• AI Knowledge Tools
• Workflow Optimization
• Customer Experience
• Regulatory Compliance
• Content Governance