Process Writer

About Gainwell Technologies

Be part of a team that unleashes the power of leading-edge technologies to help improve the health and well-being of those most vulnerable in our country and communities. Working at Gainwell carries its rewards. You’ll have an incredible opportunity to grow your career in a company that values work flexibility, learning, and career development. You’ll add to your technical credentials and certifications while enjoying a generous, flexible vacation policy and educational assistance. We also have comprehensive leadership and technical development academies to help build your skills and capabilities.

Summary

Gainwell Technologies is seeking a highly motivated and detail-oriented Process Writer to join our Customer Experience (CX) team. This role will be instrumental in documenting processes, writing procedures, and creating Standard Operating Procedures (SOPs) for all CX functional areas. The ideal candidate will work closely with Lean Six Sigma Black Belts and other team members to ensure comprehensive and standardized process documentation that aligns with best practices.

Your role in our mission

Process Documentation

The role involves working closely with Lean Six Sigma Black Belts and CX teams to document existing processes through detailed flowcharts, process maps, and written descriptions. This includes conducting a thorough gap analysis to identify inefficiencies and suggesting improvements, ensuring that all documentation is standardized, consistent, and aligned with organizational and industry best practices.

SOP Development

Responsibilities include writing and maintaining clear, concise, and standardized Standard Operating Procedures (SOPs) for all CX functional areas. Regular reviews and updates of SOPs are necessary to ensure accuracy and relevance considering process changes or new requirements. Implementing version control procedures to track changes and updates is also a key aspect.

Quality Assurance

The role includes conducting periodic reviews and validations of process documentation to ensure it reflects actual operations and complies with operational standards. Gathering feedback from stakeholders and operational teams to refine and enhance documentation as necessary is an important responsibility.

Training Support

Collaboration with the training department is essential to align training materials with documented processes, ensuring consistency and accuracy. Assisting in the development of training programs and evaluating their effectiveness, while making recommendations for improvements based on feedback and process changes, is also required.

Documentation Standards

Developing and implementing documentation standards and best practices to ensure consistency and usability across all CX processes is required. Creating and maintaining documentation templates, tools, and resources to facilitate standardized practices is also part of the job.

Collaboration

Working with cross-functional teams to gather information, clarify process details, and ensure comprehensive documentation is a key responsibility. Engaging with stakeholders to understand their needs and incorporating their feedback into documentation will be essential.

Reporting and Communication

The role involves tracking and reporting progress on documentation projects, ensuring deadlines are met and deliverables are of high quality. Clear communication of findings, recommendations, and updates to team members, stakeholders, and management is critical.

Basic Qualifications

What we're looking for

• Bachelor's degree or equivalent combination of education and experience
• Bachelor's degree in business applications or related field preferred
• Three or more years of knowledge management experience
• Experience working with company knowledge assets
• Experience working with company methodologies and process frameworks
• Familiarity with Lean Six Sigma methodologies or Lean Six Sigma Green Belt Certification is a plus.

Other Qualifications

• Analytical and problem-solving skills
• Personal computer and business solutions software skills
• Good communication skills
• Good interpersonal skills to interact and develop relationships/influence both internal and external personnel
• Organization skills to balance and prioritize work
• Interpersonal skills to communicate with different business units and subject matter experts
• Business analysis and process modeling skills
• Technical writing skills
• Ability to work independently and as part of a team

What You Should Expect In This Role

• Remote position (US only)
• Opportunities to travel through your work (0-10%)
• Video cameras must be used during all interviews, as well as during the initial week of orientation
• The deadline to submit applications for this posting is 6/30/2026

Compensation and Benefits

The pay range for this position is $44,000.00 - $62,800.00 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors. Put your passion to work at Gainwell. You’ll have the opportunity to grow your career in a company that values work flexibility, learning, and career development. All salaried, full-time candidates are eligible for our generous, flexible vacation policy, a 401(k) employer match, comprehensive health benefits, and educational assistance. We also have a variety of leadership and technical development academies to help build your skills and capabilities.

About Gainwell Technologies

We believe nothing is impossible when you bring together people who care deeply about making healthcare work better for everyone. Build your career with Gainwell, an industry leader. You’ll be joining a company where collaboration, innovation, and inclusion fuel our growth. Learn more about Gainwell at our company website and visit our Careers site for all available job role openings.

Gainwell Technologies is an Equal Opportunity Employer, where all qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), sexual orientation, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Gainwell Technologies defines “wages” and “wage rates” to include “all forms of pay, including, but not limited to, salary, overtime pay, bonuses, stock, stock options, profit sharing and bonus plans, life insurance, vacation and holiday pay, cleaning or gasoline allowances, hotel accommodations, reimbursement for travel expenses, and benefits.

Key skills/competency

• Process Documentation
• SOP Development
• Quality Assurance
• Training Support
• Documentation Standards
• Collaboration
• Reporting
• Communication
• Lean Six Sigma
• Technical Writing