Website Clipboard Health
Job Title: Knowledge Operations Manager
Position Overview: We are seeking a skilled and proactive Knowledge Operations Manager to lead our document operations team and ensure the accuracy, clarity, and compliance of our knowledge base and processes. The successful candidate will play a vital role in maintaining high-quality documentation, improving team efficiency, and contributing to the success of our organization. This role requires a detail-oriented individual with exceptional organizational skills and the ability to collaborate effectively with cross-functional teams.
Knowledge Operations Manager Responsibilities: As the Knowledge Operations Manager for our documents team, you will be responsible for the following:
- Knowledge Base Management:
- Own and maintain our knowledge base system, ensuring all content is accurate, up-to-date, and easy to navigate.
- Collaborate with various teams to gather and update information, troubleshoot issues, and improve overall knowledge base usability.
- Proactively identify knowledge gaps and work to address them through clear and concise documentation.
- Quality Assurance and Compliance:
- Set and monitor performance metrics for document specialists and subject matter experts (SMEs).
- Oversee the rollout of new document requirements and ensure compliance with state regulations.
- Collaborate with Legal and Compliance teams to maintain a comprehensive understanding of legal obligations and risks, making informed decisions that align with our organization’s goals.
- Process Improvement:
- Develop and implement effective processes for identifying new document requirements and proactively building rollout plans.
- Streamline document creation and update processes to ensure agents are equipped with accurate information for handling new requirements.
- Identify areas for improvement in team accuracy and efficiency and implement strategies to address them.
- Team Collaboration:
- Conduct weekly calls with facilities to understand requirement needs at both facility and state levels.
- Engage with facilities that have low fill rates to address challenges and improve performance.
- Foster collaboration with cross-functional teams to enhance the quality of documentation and align knowledge base updates with organizational goals.
- Continuing Education and Training:
- Revamp and manage the continuing education program for SMEs and specialists, ensuring all updated processes are effectively communicated and understood.
- Develop and administer knowledge check tests to identify gaps and opportunities for improvement in the knowledge base.
- Utilize assessment results to update knowledge base pages and enhance overall training materials.
- Bachelor’s degree in a relevant field or equivalent work experience.
- Excellent attention to detail and the ability to create clear and concise documentation.
- Proven track record of improving team accuracy, efficiency, and performance.
- Strong analytical and problem-solving skills, with the ability to proactively identify and address issues.
- Effective communication and collaboration skills, including the ability to work with cross-functional teams.
- Familiarity with legal and compliance considerations related to document operations.
- Proficiency in using knowledge base software and tools.
- Prior experience in process improvement initiatives is a plus.
To apply for this job please visit boards.greenhouse.io.