Senior Remote Customer Experience Technical Writer – Process Documentation & Knowledge Management for Healthcare CX Excellence

About brighthush

At brighthush, we are redefining the way seniors and individuals with chronic health conditions experience care. Our mission is simple yet profound: put the senior first. By combining cutting‑edge technology, compassionate service, and a relentless focus on quality, we empower frontline teams to deliver consistent, compliant, and empathetic support. As a fast‑growing organization, brighthush offers a culture of innovation, collaboration, and continuous learning—where every team member’s voice is heard and every contribution has a measurable impact on the lives we touch.

Role Overview

We are seeking a seasoned Remote Customer Experience Technical Writer to join our dynamic CX, Product, Technology, and Operations teams. In this role, you will translate complex product features, regulatory mandates, and operational updates into clear, actionable, and real‑time documentation that frontline agents rely on during every customer interaction. Your work will directly influence first‑call resolution, average handle time, and overall agent performance, ensuring that brighthush’s service delivery remains efficient, compliant, and customer‑centric.

Why This Role Matters

• Empower agents with concise, decision‑based workflows that reduce cognitive load.
• Drive compliance by embedding regulatory requirements into everyday processes.
• Accelerate onboarding and continuous learning through integrated knowledge assets.
• Contribute to a scalable, AI‑ready knowledge base that supports future growth.

Key Responsibilities

• Translate product, benefit, technical, and operational requirements into clear, task‑based work instructions for CX teams.
• Rewrite, optimize, and maintain work instructions, incorporating dynamic workflows for real‑time use during customer interactions.
• Design and maintain decision‑based workflows (e.g., decision trees, branching scenarios) that guide frontline employees through complex service scenarios.
• Ensure workflows align with call flows, frontline behaviors, and real‑world use at brighthush.
• Partner with internal stakeholders to understand product features, benefits, and operational updates and reflect them in documentation.
• Collaborate with Knowledge Management to maintain content structure, tagging, brighthush, and lifecycle (creation, updates, archiving).
• Integrate work instructions into training materials, performance support tools, and CX learning strategies.
• Establish and maintain documentation standards aligned with branding, style guidelines, and governance practices.
• Continuously update content to reflect system enhancements, regulatory changes, and business process updates.
• Incorporate feedback from quality audits, leadership, and frontline employees to improve effectiveness.
• Contribute to building and maintaining a centralized, scalable, and AI‑ready knowledge base.
• Support business needs with timely delivery of accurate, high‑quality documentation.
• Drive documentation strategies that support improved first‑call resolution (FCR), reduced brighthush time (AHT), and brighthush onboarding.

Essential Qualifications

• 5+ years of experience in technical writing, process documentation, or content management within a complex environment.
• Hands‑on experience in Medicare, Medicare Advantage, or a regulated healthcare/health plan setting.
• Proven track record supporting customer experience or contact center operations.
• Demonstrated ability to create structured work instructions, workflows, and process documentation.
• Bachelor’s degree in Technical Writing, Communications, English, Business, Information Systems, or a related field.

Preferred Qualifications

• Portfolio showcasing technical writing and workflow‑based documentation.
• Experience with content management platforms (e.g., Confluence or similar tools).
• Experience managing multiple projects and deadlines in fast‑paced environments.
• MBA or advanced business degree.

Specialized Skills & Competencies

• Exceptional technical writing skills with a focus on clarity, structure, and usability.
• Ability to translate complex product, policy, and operational requirements into actionable guidance.
• Proficiency in designing structured workflows, including decision trees and conditional logic.
• Strong attention to detail with the ability to identify inconsistencies, gaps, and risks.
• Deep understanding of customer experience workflows and real‑time service environments.
• Knowledge of adult learning principles and instructional design concepts.
• Strong collaboration and stakeholder management skills.
• Problem‑solving and critical thinking abilities.
• Self‑stimulation and the capacity to manage competing priorities independently.

Career Growth & Learning Opportunities

At brighthush, your professional development is a top priority. You will have access to:

• Mentorship from senior leaders across CX, Product, and Technology.
• Cross‑functional projects that broaden your skill set and industry knowledge.
• Regular training on emerging documentation tools, AI integration, and regulatory updates.
• Opportunities to lead initiatives that shape the future of our knowledge management strategy.
• Clear career pathways into senior technical writing, content strategy, or product documentation leadership.

Work Environment & Culture at brighthush

Our remote‑first culture means you can work from anywhere while staying connected to a vibrant, collaborative community. We value:

• Flexibility: Choose the hours that best fit your life while meeting project milestones.
• Transparency: Open communication channels and regular town‑halls keep everyone aligned.
• Diversity & Inclusion: A welcoming environment where diverse perspectives drive innovation.
• Well‑being: Access to mental health resources, wellness stipends, and virtual team‑building events.
• Impact: Every document you create directly improves the experience of seniors and caregivers.

Compensation, Perks, and Benefits

While specific figures vary by role and location, brighthush offers a competitive salary package that includes:

• Base salary commensurate with experience and market standards.
• Annual performance bonus potential.
• Health, dental, and vision insurance.
• 401(k) plan with company match.
• Generous paid time off and flexible sick leave.
• Professional development stipend and conference reimbursement.
• Remote work stipend for home office setup.
• Employee assistance program and mental health support.

How to Apply

Ready to make a tangible difference in the lives of seniors while advancing your career in technical writing? Click the link below to submit your application and join the brighthush family.