Manager, Content and Education- FULLY REMOTE
Atlanta, GA, United States
Welcome to Veradigm! Our Mission is to be the most trusted provider of innovative solutions that empower all stakeholders across the healthcare continuum to deliver world-class outcomes. Our Vision is a Connected Community of Health that spans continents and borders. With the largest community of clients in healthcare, Veradigm is able to deliver an integrated platform of clinical, financial, connectivity and information solutions to facilitate enhanced collaboration and exchange of critical patient information.
Veradigm Provider
Veradigm offers provider practices a suite of easy-to-use healthcare provider solutions that help streamline clinical and financial workflows. We then deliver actionable insights to drive improved outcomes, reduce patients’ out-of-pocket costs, and enhance patient understanding of their disease state and medication therapy.
Our Healthcare Provider Solutions Help Practices To
Reduce the administrative burden associated with ever-changing regulatory and reimbursement requirements
Improve practice financial performance and take advantage of the benefits of health information technology innovations
Enhance patient satisfaction by reducing high costs and long wait times common to many prescriptions
Get patients all their specialty medications faster and more easily
Support a Team of Innovators
This role is responsible for developing the Education and Content strategy for the suite of Veradigm products and services. It will establish content guidelines, voice and style guides, and the customer personas by product pivotal to delivering flexible, simple, and intuitive learning paths and help center support resources for our customers across all our products and services. The Content and Education Manager, ensures our content and education resources follow our corporate branding guidelines and incorporate our brand message throughout. Additionally, it will collaborate with business systems, operations, and product/program teams to make sure help and education content is accessible and easy to leverage by optimized AI-driven customer self-service and agent support workflows. Lastly, the Content & Education Manager will make sure that our content and education resources are timely, of high quality, and relevant through established audit policies, integration into product release processes, and regular feedback and suggestion workflows for our customers and our internal team.
Are you the right fit?
Are you passionate about empowering customers? Do you get satisfaction in helping teams grow? Are you data driven? Are you typically considered an excellent communicator? Are you driven towards continuous improvement?
What You Will Contribute
Develops and maintains a comprehensive style guide, setting standards for language, grammar, and content structure to ensure a consistent and unified voice across all content and education channels
Defines content guidelines for various types of content, including help center articles, graphic, audio, and video content
Establishes accessibility standards to ensure that all content and educational materials are inclusive and usable by individuals with disabilities
Defines access roles and permissions to control content availability for different user groups, products, and packages
Implements a well-defined quality control process to maintain high-quality content and educational materials
Conducts regular audits and reviews of content to identify opportunities for improvement and ensure adherence to established guidelines
Allows for the refinement of content based on AI interactions, deflection rates, customer use, customer feedback, surveys, and learner feedback Collaborates with the marketing team to ensure the integration of corporate branding and messaging into all content and educational resources
Works closely with design and branding teams to maintain consistency in visual elements and messaging
Develops role-based, self-paced education programs to empower customers and associates with the knowledge needed to excel in their roles
Establishes certification processes to recognize and reward learners who achieve specific educational milestones
Partners with business systems and support center of excellence teams to optimize customer self-service experiences through AI-driven solutions
Manages backlog, estimation, and prioritization of activities for the content & education team
Explores ways to leverage AI in associate support workflows to enhance their capabilities, productivity, and free up capacity for more valuable customer interactions
Education
The ideal candidate will have:
Bachelor's Degree or equivalent Technical / Business experience (Required)
Master's Degree (Preferred)
Experience
8+ years relevant work experience; 2-3 years at the Expert level or equivalent experience (Preferred)
2+ years experience in help center content strategy, content management, and education program development, ideally within a SaaS or technology-oriented industry (Preferred)
2-4 years relevant leadership experience (Preferred)
Strong understanding of accessibility guidelines, user experience principles, and content best practices
Excellent written and verbal communication skills, with meticulous attention to detail in grammar and language usage
Familiarity with AI technologies and their applications in customer support and education is a plus
Demonstrated ability to lead cross-functional teams and collaborate effectively with stakeholders at all levels
Exceptional project management skills, with the ability to manage multiple priorities and meet deadlines
Travel Requirements
Up to 10% travel may be required
Enhancing Lives and Building Careers
Veradigm believes in empowering our associates with the tools and flexibility to bring the best version of themselves to work and to further their professional development. Together, we are In the Network . Interested in learning more?
Take a look at our Culture, Benefits, Early Talent Program, and Additional Openings.
We strongly advocate that our associates receive all CDC recommended vaccinations in prevention of COVID-19.
Visa Sponsorship is not offered for this position.
Veradigm’ policy is to provide equal employment opportunity and affirmative action in all of its employment practices without regard to race, color, religion, sex, national origin, ancestry, marital status, protected veteran status, age, individuals with disabilities, sexual orientation or gender identity or expression or any other legally protected category. Applicants for North American based positions with Veradigm must be legally authorized to work in the United States. Verification of employment eligibility will be required as a condition of hire. Veradigm is proud to be an equal opportunity workplace dedicated to pursuing and hiring a diverse and inclusive workforce.
From a "VEVRAA Federal Contractor" We request Priority Referral of Protected Veterans
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