Sr. Knowledge Management Analyst

Job Description

We all depend on healthcare throughout our lifetimes, for ourselves, and our families and friends, but it is notoriously difficult to navigate and understand. As an industry that comprises 20% of the US economy we think healthcare should work better for all of us. At Collective Health we believe it’s time for a new day in healthcare where as members we are informed and empowered to make the right care choices when the decisions are urgent and critical.

Sr. Knowledge Management Analyst (Location: Lehi)

The Knowledge Management team is part of the Member Experience Readiness Center of Excellence within Customer Experience. Above all this team will focus on ensuring the access to knowledge for our teams and members enabling delivery of a superior customer experience.

As a Senior Knowledge Management Analyst you will help guide the team as they curate and maintain content within our internal knowledge management platform while streamlining the processes by which information is created, stored and retrieved. You will work with subject matter experts to ensure the content needed to serve our customers is accurate and available. You will rely on analytical skills to surface the right answers at the right time, allowing our team members to respond to customer inquiries effectively and efficiently.

Additionally, in collaboration with Product teams you will work on external facing knowledge management resources (FAQ, self-service articles, etc.) to ensure our members have access to information that will allow them to self-serve.

Sitting within the Member Experience Readiness COE, this individual may also contribute towards Training and Quality programs as well.

What you’ll do:

• Lead projects for the Knowledge Management (KM) team directing our approach, strategy and execution while also coordinating the work of the other analysts
• Act as the subject matter expert for KM workflows and systems
• Operate as escalation point for KM team members regarding complicated, disputed content decisions
• Represent the KM Team throughout the business by leading change management efforts
• Maintain expert level KM industry best practices in your work to stand as an example to the team – sharing information with the team to build out internal KM team processes
• Support the maintenance of our new knowledge base by continuing to improve content and iterate on feedback from the teams we support
• Implement and reinforce our content strategy throughout the business
• Help define processes for member facing teams by reviewing the current state, identifying opportunities and implementing improvements
• Coordinate across teams in Customer Experience (CX) to project manage the generation of KB content that surfaces to our member facing teams
• Apply critical thinking skills and technical skills to manipulate page layouts to ensure content necessary for client interactions is surfaced in the most intuitive and easily accessible manner
• Execute and manage audits of all member facing KB spaces, triage ticket requests for content updates, and identify needs for new topic content
• Work with subject matter experts and leverage process, tools and analytics to ensure KB is being consumed and providing the necessary information to solve customer problems
• Aid in the overhaul and possible migration of content into new KB systems

What you've done / Who you are:

• 2 years experience as a Knowledge Management Analyst
• A proven track record in your previous role
• You are highly organized and detail oriented
• You are passionate about providing a great customer experience
• You have a strong understanding of our current KB and processes going into its development
• You are analytically minded and like to make data-driven decisions
• You are a critical thinker who is not afraid to make bold recommendations
• You have excellent verbal, written and interpersonal communication skills
• You are a self-motivator and self-starter
• You have the ability to multitask and successfully operate in a fast paced, team environment

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Founded in 2013, Collective Health has created an ecosystem of innovative partners across care and benefits delivery, as well as built a powerful and flexible infrastructure to better enable employees and their families to understand, navigate, and pay for healthcare. By reducing the administrative lift of delivering health benefits, providing an intuitive member experience, and improving health outcomes, the company guides employees toward healthier lives and companies toward healthier bottom lines. Collective Health is headquartered in San Francisco, CA with locations in Chicago, IL, and Lehi, UT. For more information, please visit collectivehealth.com .

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Collective Health is committed to providing support to candidates who require reasonable accommodation during the interview process. If you need assistance, please contact [email protected] .