Documentation Writer Fixed-Term - Multiple Locations

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.

The Documentation Writer is responsible for creating, editing, and maintaining high-quality Standard Operating Procedures (SOPs), Job Aids, and Process Guides that support operational excellence. This role bridges the gap between subject matter experts (SMEs) and end-users by transforming complex information into clear, simple, and actionable content.

Primary Responsibilities:

• Content Development
  • Create and update SOPs, process documents, and step-by-step job aids
  • Simplify complex workflows into clear, concise, and easy-to-follow instructions
  • Ensure documents adhere to organizational templates, standards, and tone
  • Design process maps to showcase the workflow
  • Create new hire/refresher/upskill training content assets such as PowerPoint Presentations, assessments etc.
  • Support in maintaining a central repository of all operational documentation developed
• Information Gathering
  • Collaborate with SMEs to extract process knowledge, clarify ambiguities through effective probing, and validate accuracy
  • Conduct group discussions, observe workflows, and document best practices
  • Work closely with trainers, instructional designers, and process owners to ensure alignment
• Editing & Quality Control

• Review existing SOPs for consistency, relevance, and readability
• Maintain version control and ensure compliance with audit and documentation standards

• High school education or equivalent experience
• Solid writing and editing skills with attention to detail
• Familiarity with common style guides, version control and other documentation standards
• Ability to simplify technical or domain-heavy content for end-user clarity
• Good probing and SME interaction skills
• Proficiency in MS Word, PowerPoint, and collaborative documentation tools (e.g., Confluence, SharePoint)

• Experience in healthcare, BPO, or RCM operations