Awarded a Healthiest Employer, Blue Cross Blue Shield of Arizona aims to fulfill its mission to inspire health and make it easy. AZ Blue offers a variety of health insurance products and services to meet the diverse needs of individuals, families, and small and large businesses as well as providing information and tools to help individuals make better health decisions.

At AZ Blue, we have a hybrid workforce strategy, called Workability, that offers flexibility with how and where employees work. Our positions are classified as hybrid, onsite or remote. While the majority of our employees are hybrid, the following classifications drive our current minimum onsite requirements:

• Hybrid People Leaders: must reside in AZ, required to be onsite at least twice per week

• Hybrid Individual Contributors: must reside in AZ, unless otherwise cited within this posting, required to be onsite at least once per week

• Hybrid 2 (Operational Roles such as but not limited to: Customer Service, Claims Processors, and Correspondence positions): must reside in AZ, unless otherwise cited within this posting, required to be onsite at least once per month

• Onsite: daily onsite requirement based on the essential functions of the job

• Remote: not held to onsite requirements, however, leadership can request presence onsite for business reasons including but not limited to staff meetings, one-on-ones, training, and team building

Please note that onsite requirements may change in the future, based on business need, and job responsibilities. Most employees should expect onsite requirements and at a minimum of once per week.

This position is hybrid within the state of AZ only.  This hybrid work opportunity requires residency, and work to be performed, within the State of Arizona.

POSITION PURPOSE

Prepare procedures, training materials, and other supporting documentation. Clearly document complex information, work independently, and develop productive relationships with coworkers, management, and internal customers.

REQUIRED QUALIFICATIONS

Work Experience

• Level 1: 1-2 years of BCBSAZ business experience.
• Levels 2-4: 2 years of professional writing experience.
• Levels 2-4: 2 years of experience writing business or operational content.
• Level 4: 2 years of supervisory or lead-level experience.

Required Education

• All levels: High school diploma or GED in a general field of study.

Required Licenses

• None required.

Required Certifications

• None required.

PREFERRED QUALIFICATIONS

Work Experience

• Level 1: 2-3 years of BCBSAZ business experience.
• Levels 2-4: 3 years of professional writing experience.
• Levels 2-4: 3 years of experience writing business or operational content.
• Level 4: 3 years of supervisory or lead-level experience.

Preferred Education

• Levels 2-4: Bachelor’s degree in business, healthcare, or a related field.
• Levels 2-4: Master’s degree in business, healthcare, or a related field.

Preferred Licenses

• None preferred.

Preferred Certifications

• None preferred.

ESSENTIAL JOB FUNCTIONS AND RESPONSIBILITIES

LEVELS 1-2

• Use Knowledge Management authoring tools effectively.
• Manage assigned authoring tasks within the Knowledge Management system.
• Ensure content development complies with the Knowledge Management Style Guide and Playbook.
• Publish content according to established priorities and service-level agreements.
• Determine the appropriate content type, template, and approval workflow.
• Partner with subject-matter experts and business owners to confirm article accuracy.
• Escalate blockers, issues, and risks to the Lead or Knowledge Management leadership as needed.

LEVEL 3

• Perform the applicable responsibilities of lower-level positions.
• Conduct regular quality audits.
• Provide peer coaching and support to the Knowledge Management team.
• Measure and track quality-audit work and results.
• Recommend Knowledge Management Program content changes based on audit results.
• Lead regular calibration sessions for the Knowledge Management team.

LEVEL 4

• Perform the applicable responsibilities of lower-level positions.
• Support the activities of Knowledge Management Technical Writers.
• Support technical-writing planning, administration, and processes to ensure timely documentation for complex projects, system enhancements, and operational improvements.
• Receive technical-writing requests, assess resource capacity, assign work with clear due dates, and monitor progress.
• Assist Technical Writers throughout the writing process, including onboarding, scope assessment, resource identification, testing, prioritization, and relationship-building with subject-matter experts and business partners.
• Identify and prioritize content needs based on user feedback, compliance reviews, quality-assurance findings, and other business requirements.
• Provide peer coaching, training, development, and support to Knowledge Management Technical Writers.
• Help maintain the Knowledge Management Playbook and Style Guide.
• Ensure the Knowledge Management team understands applicable style guidelines.
• Ensure content review and publishing comply with established standards, priorities, and service-level agreements.
• Triage urgent or escalated content needs in collaboration with business partners and Knowledge Management leadership.
• Maintain accountability for established priorities and service-level agreements.
• Report on and analyze knowledge-base usage and related metrics.
• Track, monitor, and report the status and productivity of Knowledge Management deliverables to leadership.
• Monitor key performance indicators and associated analytics.
• Recommend improvements to Knowledge Management leadership based on performance results.
• Periodically review documents, identify improvement opportunities, and coach Technical Writers on process, standardization, style, voice, and tone.
• Remain current on company system developments, technology enhancements, and operational changes to prioritize documentation updates.
• Survey end users and stakeholders and use their feedback to enhance technical-writing deliverables.
• Assess relevant external trends and technologies that could streamline document development or improve standardization.
• Recommend Knowledge Management program improvements to leadership.
• Assist department management in promoting Knowledge Management programs, projects, organizational value, and best practices.

RESPONSIBILITIES FOR ALL LEVELS

• Each progressive level includes the ability to perform the essential functions of lower-level positions.
• Maintain a full-time schedule of at least 40 hours per week.
• Work additional hours when requested or required to meet business needs.
• Perform other duties as assigned.

REQUIRED JOB SKILLS

LEVEL 1

• Basic written and verbal communication skills.
• Intermediate proficiency with Microsoft Word, Outlook, and Excel.
• Intermediate proficiency with Microsoft 365.
• Ability to create and edit documents quickly and efficiently.
• Ability to learn and navigate document-control systems used for document routing and approval.
• Ability to proofread independently prepared documents for content and formatting accuracy.
• Proficiency in business writing, grammar, and sentence structure.
• Effective active-listening skills.
• Ability to translate verbal guidance and process-flow diagrams into clear operating instructions.

LEVELS 2-4

• Advanced written and verbal communication skills, including persuasive communication.
• Experience translating complex concepts into well-structured narratives.
• Advanced proficiency with Microsoft Word, Outlook, and Excel.
• Intermediate proficiency with Microsoft 365.
• Advanced experience with publishing formats and platforms, including PDF, online publishing, and SharePoint.
• Ability to create and edit documents quickly and efficiently.
• Ability to learn and navigate document-control systems used for document routing and approval.
• Ability to proofread documents prepared by self and others for content and formatting accuracy.
• Advanced proficiency in business writing, English grammar, and sentence structure.
• Effective active-listening skills.
• Strong ability to translate verbal guidance and process-flow diagrams into clear operating instructions.

REQUIRED PROFESSIONAL COMPETENCIES

ALL LEVELS

• Ability to establish and maintain effective working relationships in a collaborative team environment.
• Strong customer-service skills.
• Ability to adapt to shifting priorities, organizational changes, and workplace demands.
• Ability to balance the needs of the organization, colleagues, customers, and assigned responsibilities.

LEVELS 3-4

• Strong organizational and project-management skills.
• Advanced meeting-facilitation, screen-sharing, communication, and time-management skills.

REQUIRED LEADERSHIP COMPETENCIES

• All levels: Ability to facilitate group and individual discussions.
• Level 4: Ability to direct and lead others.

PREFERRED JOB SKILLS

• Intermediate knowledge of health-insurance industry operations.
• Intermediate understanding of medical terminology.
• Working knowledge of HTML.

PREFERRED PROFESSIONAL COMPETENCIES

• Knowledge of instructional-design principles.
• Ability to apply Six Sigma process-improvement tools and techniques.

PREFERRED LEADERSHIP COMPETENCIES

• Experience designing and launching new operational processes or programs.

#LI-AHAZ

Our Commitment

AZ Blue does not discriminate in hiring or employment on the basis of race, ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status or any other protected group.

Thank you for your interest in Blue Cross Blue Shield of Arizona.  For more information on our company, see azblue.com.  If interested in this position, please apply.