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

About brighthush

brighthush is on a mission to transform the way seniors and people living with chronic health conditions experience care. By marrying cutting‑edge technology with a deep commitment to empathy and quality, we empower frontline teams to deliver consistent, compliant, and truly customer‑centric support. As a fast‑growing, remote‑first organization, brighthush thrives on innovation, collaboration, and continuous learning—every team member’s voice matters and every contribution has a measurable impact on the lives we touch.

Why This Role Matters

In the highly regulated world of healthcare, the frontline is the first line of defense against confusion, frustration, and costly errors. The Senior Remote Customer Experience Technical Writer is the linchpin that turns complex product features, regulatory mandates, and operational updates into clear, actionable, real‑time guidance. Your work directly influences key performance indicators such as first‑call resolution, average handle time, and overall agent performance, ensuring that brighthush’s service delivery remains efficient, compliant, and customer‑centric.

Impact Highlights

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

Key Responsibilities

As a central hub between product, technology, and operations, you will:

• 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, lifecycle (creation, updates, archiving), and governance.
• 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 average handle time (AHT), and accelerated onboarding.

Essential Qualifications

• 5+ years of experience in technical writing, process documentation, or content management within a complex, regulated 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, SharePoint, 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.