Sr. Content Specialist HighPoint’s professionals focus on helping government agencies and companies implement their most critically strategic initiatives. The role of Sr. Content Specialist contributes to HighPoint by providing guidance and expertise on processes and procedures related to the Knowledge Management team products. They will assist with the maintenance of supporting documentation while maintaining the ability to create and revise content products based on feedback from the end user and regulatory requirements. JOB RESPONSIBILITIES: + Create, edit, and revise products related to all lines of business for Medicare and Marketplace programs. + Monitor regulatory and terminology changes for impacts to existing products and make the appropriate product revisions based on such changes. + Work with lead, knowledge resource specialist, and content specialists to understand policy or technology changes and identify impacts on products. + Use creativity and problem-solving skills to develop innovative solutions when needed , especially for major initiatives, challenging or new products, and process improvement. + Work effectively with other CTC functions to ensure alignment of products and projects. + Assist with initial triage of incoming work requests to determine the process/procedure needed to carry out the request. Request needed work tickets ensuring that the appropriate resources are assigned for each product. + Monitor work request CWRs daily to ensure reporting is accurate and complete. + Ensure all changes and comments received from client along with CWR status during product development are accurately captured and logged in a timely manner within the workflow tool specified by internal operating procedures. + Assist other content specialists with product updates as needed. + Communicate all changes and updates made to products across all internal teams. + Perform monthly and quarterly reviews of standard operating procedures (SOPs), job aids, and other supporting documentation to ensure they are accurate and complete. + Ensure all staff has access to and knowledge of all current, approved internal processes and procedures. + Assist in facilitating internal training for staff to ensure professional development and increase awareness of new policies and procedures as developed and implemented. This can include facilitating training and being a mentor for new hires. + Possess basic knowledge of call center environment. + Possess an advanced knowledge of Medicare products. KNOWLEDGE AND SKILLS REQUIREMENTS: + Ability to understand and explain complicated Medicare policy in plain language and in an easy-to-understand format. + Basic knowledge of call center environment preferred. + Basic knowledge of Medicare preferred. + Moderate proficiency in Microsoft Office suite of products with a focus on MS Excel and MS Word (5 - 7 years). + Basic understanding of project management principles (1 - 3 years). + Ability to read, analyze, and interpret technical journals, reports, and legal documents. + Ability to effectively present information to management, peers, and clients. + Ability to define problems, collect data, establish facts, and draw valid conclusions. + Ability to work within established time frames. + Ability to carry out instructions furnished in written, oral, or diagram form. EDUCATION AND YEARS OF EXPERIENCE REQUIREMENTS: + Bachelor’s degree in related discipline and at least 3 years related experience and/or training; or associate degree with 7 to 7 years equivalent combination of education and experience. + Supervisory or management experience is a plus. ABOUT HIGHPOINT: HighPoint is a growth-oriented firm that provides a unique, differentiated employee culture relative to our Federal market peers. We leverage this growth-oriented and employee-focused culture to attract and retain a higher grade of talent than our peers to be an employer of choice. HighPoint helps government agencies elevate the citizen experience (CX) by improving the touchpoints through which citizens interact with government. We were founded in 2006 by Ben Lanius with the spirit of transforming how agencies connect with and empower citizens to deliver on mission-critical objectives. At HighPoint, our focus is on delivering results that matter. We support and modernize our federal customer’s mission critical systems and functions. Agility is at our core: it is the mantra that drives us to succeed. We work quickly, analytically and deliver on agency priorities. HighPoint is privately held with 250 plus passionate employees across offices and locations in Indianapolis, Indiana; and Herndon, Virginia. HighPoint Digital, Inc. is an equal opportunity employer. HighPoint Digital, Inc. will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with HighPoint’s legal duty to furnish information.