ROLE & RESPONSIBILITIES: 

• Write, edit, and maintain user-facing content for the program's public website, including FAQs, Q&As, announcements, step-by-step how-to pages, and customer experience (CX) content that helps users complete tasks and resolve system issues without contacting support.
• Learn the program's web-based system in depth, including user roles, workflows, forms, and common error conditions, in order to write accurate, task-oriented content from the user's point of view.
• Partner with the Customer Service Center to identify top call drivers; review chat transcripts and listen to recorded or live user calls to understand where users struggle, and translate those findings into new or revised content.
• Draft communications to the program's user community and stakeholders, such as system change notices, maintenance and outage announcements, policy or process updates, and event invitations.
• Coordinate program webinars and virtual learning events, including scheduling, drafting and sending invitations and reminders through Cvent, monitoring registration, and supporting post-event follow-up.
• Submit all content through the established CX review process; incorporate edits and feedback from multiple reviewers accurately, professionally, and on schedule, and maintain version control across review cycles.
• Apply the program's style guide and plain language principles to all written content, and ensure that all web pages, documents, and PDFs produced meet Section 508 accessibility requirements before they are submitted for review.
• Occasionally create simple, accessible visual aids such as infographics, process diagrams, and one-page job aids to support written content, announcements, and webinars, including text alternatives and accessible formatting.
• Track content requests and work in progress in JIRA; maintain drafts, documentation, and content inventories in Confluence; and participate in agile ceremonies such as sprint planning, stand-ups, and retrospectives as assigned.
• Perform periodic content audits to identify outdated, duplicative, or inaccurate pages and recommend updates.
• Ensure the protection of sensitive information and uphold all HIPAA and federal security standards.
• Participate in regular training, quality assurance sessions, and process updates.
• Complete other duties as assigned by the Supervisor or Manager.

REQUIRED EXPERIENCE: 

• 3+ years of professional experience writing user-facing instructional, help, or support content (for example, FAQs, how-to articles, knowledge base content, user guides, or web help content) for a software application or online system.
• Demonstrated ability to learn a complex system and explain it clearly and accurately to non-technical users.
• Strong command of plain language writing, grammar, and editing, and the ability to write concisely for the web.
• Working knowledge of Section 508 and WCAG 2.x accessibility requirements, and demonstrated experience producing accessible web content, Word documents, and PDFs (for example, proper heading structure, alternative text, meaningful link text, accessible tables, and color contrast).
• Experience working within a documented review and approval process, and the ability to accept and incorporate substantive feedback from multiple reviewers without loss of quality or turnaround time.
• Proficiency in Microsoft 365 applications, including Word, Outlook, Teams, and SharePoint.
• Ability to manage multiple content assignments with competing deadlines and to work independently in a remote environment.
• Ability to pass a federal background check and maintain the required Public Trust clearance.
• Must have lived in the United States for at least 3 of the past 5 years.
• Writing samples of user-facing support or instructional content must be provided with the application; at least one sample should demonstrate accessible formatting.
• Candidates must be able to obtain and maintain a Public Trust clearance
• Candidates must have lived in the United States 3 out of the past 5 years

PREFERRED EXPERIENCE: 

• Experience with Cvent or a comparable event management or webinar platform.
• Experience with Confluence and JIRA, and experience working on a project team that uses agile methodology and sprints.
• Experience applying an organizational style guide (for example, HHS, GPO, AP, or Chicago) and federal plain language guidelines.
• Experience using customer experience (CX) inputs, such as call driver data, chat transcripts, user feedback, or web analytics, to prioritize and improve content.
• Ability to create simple, accessible infographics and visual aids using tools such as Canva, Adobe Express, Illustrator, or PowerPoint; a visual portfolio is welcome but not required.
• Familiarity with web content management systems and basic HTML.
• Experience using accessibility checking tools (for example, the Microsoft Accessibility Checker, Adobe Acrobat accessibility tools, ANDI, or axe).
• 1+ years of experience in the health care, health insurance, or health care licensing and credentialing domain.
• Experience serving HHS, HRSA, or another U.S. Federal Government program

HOME OFFICE REQUIREMENTS

• Maintain a designated, distraction-free home workspace that supports confidential review of user calls, professional participation in virtual meetings, and hosting or supporting webinars.
• Ensure high-speed internet connectivity, either via hardwired Ethernet or stable Wi-Fi, that meets minimum system requirements.
• Internet speed: 25/5 Mbps minimum; 50/10 Mbps recommended if shared.
• Not recommended: hotspots or satellite.
• Device setup: Ethernet connection preferred; Wi-Fi acceptable if stable. A working webcam and headset are required for virtual meetings and webinars.

EDUCATION & CERTIFICATIONS:

• Bachelor's degree in English, Communications, Journalism, Technical Writing, Information Design, or a related field; or an equivalent combination of education and relevant experience.
• A technical writing, content design, user experience (UX) writing, or accessibility certification (for example, IAAP CPACC or DHS Trusted Tester) is a plus.