Revenue Cycle Managed Services, Technical Writer - Operations

Location: US Remote

Time Type: Full time

Job Description

Impact Advisors, LLC is a nationally recognized healthcare management consulting firm delivering Best in KLAS advisory, implementation, and optimization services. We are driven by a commitment to exceed client expectations and are proud to be a trusted partner to many of the nations leading healthcare organizations. Our mission to drive patient-centered, value-driven outcomes has earned us prestigious industry accolades. To learn more about us, visit www.impact-advisors.com

The Technical Writer, Revenue Cycle Operations is responsible for developing and maintaining clear, accurate, and standardized operational documentation that enables consistent execution across Revenue Cycle Managed Services (RCMS).

The primary focus of this role is the development and maintenance of Situation Response Guides (SRGs) that provide detailed, step-by-step guidance for performing revenue cycle activities. The Technical Writer works directly with operational teams, clients, and subject matter experts to understand current-state processes, observe workflows and system activities, identify variations and exceptions, and translate complex operational knowledge into practical documentation that can be consistently followed by end users.

Beyond documenting existing processes, this role is expected to recognize opportunities for standardization and improvement. The Technical Writer identifies effective practices, recommends opportunities to improve or simplify workflows, and helps share applicable knowledge and best practices across teams, clients, and engagements.

The role may also develop supporting job aids, quick-reference guides, process maps, and other operational reference materials as needed.

Key Responsibilities

SRG & Operational Documentation Development

• Develop, maintain, and continuously improve Situation Response Guides (SRGs) as the primary source of detailed operational guidance for revenue cycle teams.
• Translate complex revenue cycle processes into clear, logical, step-by-step instructions that enable team members to perform assigned responsibilities accurately and consistently.
• Document system navigation and actions, research steps, decision points, business rules, expected outcomes, exceptions, escalation paths, and client-specific requirements.
• Create screenshots, examples, tables, decision trees, process maps, and other supporting elements when they improve clarity or usability.
• Develop job aids and quick-reference guides when a condensed performance-support resource is more appropriate than a full SRG.
• Organize documentation so information is intuitive, searchable, and easy for operational users to apply while performing their work.
• Write content using established RCMS templates, terminology, formatting, and documentation standards.

Process Discovery & Knowledge Capture

• Partner directly with operational leaders, team members, clients, and subject matter experts to understand and document revenue cycle processes.
• Facilitate process-discovery sessions and workflow reviews to capture how work is performed across different clients, facilities, systems, payers, and operational environments.
• Observe process demonstrations and system workflows and translate what is observed into accurate written procedures.
• Ask targeted questions to uncover decision points, dependencies, exceptions, workarounds, escalation requirements, and other details necessary to fully document a process.
• Identify gaps, inconsistencies, conflicting guidance, or areas requiring further validation before documentation is finalized.
• Validate completed documentation with the appropriate operational and client stakeholders to confirm accuracy and completeness.

Best Practice & Process Standardization

• Evaluate documented workflows to identify opportunities for standardization, simplification, and improved consistency.
• Recognize effective operational practices and recommend where they may be applicable across other teams, clients, or engagements.
• Compare similar workflows across operational environments to identify common practices as well as legitimate client, payer, system, or regulatory variations.
• Partner with Operations and subject matter experts to distinguish required process variation from unnecessary variation.
• Share relevant lessons learned, process improvements, and effective practices across RCMS to support continuous improvement and reduce reinvention.
• Recommend documentation or process changes when recurring questions, operational gaps, or unclear procedures are identified.
• Support the development of reusable standard content while appropriately preserving necessary client-specific requirements.

Content Governance & Maintenance

• Maintain documentation throughout its lifecycle to ensure content remains current, accurate, and ready for operational use.
• Apply established version control, review, approval, naming, and content-management standards.
• Coordinate reviews with operational owners and subject matter experts when workflows, systems, payer requirements, or client processes change.
• Identify outdated, duplicate, conflicting, or redundant content and recommend consolidation, revision, or retirement.
• Maintain clear separation between enterprise-standard processes and client-specific requirements where appropriate.
• Support the organization and maintenance of centralized operational knowledge repositories.

Client & Stakeholder Collaboration

• Build effective working relationships with client stakeholders, Operations, Quality, Training, and subject matter experts.
• Participate in client meetings, operational assessments, workflow demonstrations, and process-review sessions.
• Communicate documentation needs, knowledge gaps, conflicting information, dependencies, and decisions requiring stakeholder input.
• Present draft documentation and workflow findings clearly and incorporate stakeholder feedback into final deliverables.
• Support new client implementations, transitions, process changes, and operational improvement initiatives through timely development of operational documentation.

Qualifications

Required

• 3+ years of experience in content creation, technical writing, process improvement, or a related discipline. 

• Demonstrated experience developing detailed step-by-step operational documentation, such as SOPs, process guides, work instructions, job aids, or similar procedural documentation.

• Demonstrated ability to learn an unfamiliar process through interviews, observation, process demonstrations, existing documentation, and collaboration with subject matter experts.

• Working knowledge of healthcare revenue cycle operations, such as billing, claims processing, denials management, accounts receivable, reimbursement, eligibility, authorization, or related functions.

• Strong technical and procedural writing skills with the ability to translate complex processes into clear, concise, actionable instructions.

• Strong interviewing and information-gathering skills, including the ability to recognize missing information and ask effective follow-up questions.

• Ability to analyze workflows, recognize process variation, and identify opportunities for standardization and improvement.

• Strong attention to detail and commitment to documentation accuracy and consistency.

• Ability to collaborate effectively with operational teams, leadership, clients, and subject matter experts.

• Ability to manage multiple documentation assignments and changing priorities within a fast-paced, client-service environment.

• Proficiency with Microsoft Word, Excel, PowerPoint, Teams, and SharePoint.

Preferred

• Experience documenting healthcare revenue cycle workflows across multiple clients, facilities, or business units.
• Experience with hospital and/or professional revenue cycle operations.
• Experience documenting workflows within EHR, patient accounting, claims, payer, or other healthcare revenue cycle systems.
• Experience developing process maps, workflow diagrams, decision trees, and other visual process documentation.
• Experience working within a consulting, managed services, or client-facing environment.
• Experience with knowledge management, content governance, or large-scale documentation libraries.
• Revenue cycle certification such as CRCR, CHFP, or CPC.
• Lean, Six Sigma, business process improvement, technical writing, or related certification.

Travel Requirements

Ability to travel up to 25% including potential nearshore travel.

For salaried positions, this role may also be eligible for an annual performance bonus. Additional benefits and perks may also be available, depending on the position and employment terms. This range reflects consideration of several factors, including skills, experience, training, certifications, and organizational needs.

Our People and Culture

At Impact Advisors, we cultivate a caring, fun, honest, and autonomous work environment. Our success stems from our associates dedication and a shared mission to create a “Positive Impact.” We embrace diversity and inclusion, fostering an environment where all employees feel valued and empowered.

Join Impact Advisors and make a real difference in healthcare.