Business and Data Process Technical Writer

Greater Nashua Mental Health is looking for a Business and Data Process Technical Writer to join our IT team! The Business and Data Process Technical Writer position is responsible for working with GNMH staff to develop and maintain visual process flow documents of standard operational procedures.  The goal of this position is to assist GNMH and its staff through use of technology tools collaboratively develop and refine process flow documents pertaining to GNMH Operations.  Documented areas include application use within and across departments, detailing stages, process paths, roles, responsibilities, inputs, and outputs associated with information gathering, management, and utilization.  Documented process for operational and project work pertinent to interfacing with electronic medical records, document management systems, reporting systems, telecommunications, and other electronic systems and network assets, informing existing staff and on boarding staff of standard operating procedures.

Duties & Responsibilities: 

• Work collaboratively with GNMH process owners and process participants to develop and maintain concise, editable, accessible, easily understood, visual process flow documents of standard operational procedures, to inform existing staff and on boarding staff of standard operating procedures. 
• Develop process documentation using understood standard process symbols (e.g. Visio).  To ensure team members have a universal understanding of the documents and related processes summarized for operations or specific projects.  Ensure the documents convey ideas in simple language and provide easy-to-understand visual aids.
• Support process owner with communicating the overall goal and means of measurement for operations or the project and documenting the methods of monitoring the process, contribute to devising improvements based on documented process performance.
• Ensure documents communicate the scope, outline the steps an operation or project requires, activities that are included in the process, alternate pathways triggered by exceptions, so all participants understand their responsibilities, where and when those occur within the operational process and ensure process participants know what needs to be completed.
• Process documents will be clear as to the role assigned to complete each task, the point at which the task occurs, the related inputs and outputs including data and data element, the necessary resources to perform each step, summarizing the process output: what is expected to be achieved.
• Responsible for working directly with GNMH staff and vendor resources (e.g. Streamline) to integrate into process flow documents checklists, forms, assessments, policies, process maps and tutorial resource supplementary information.
• Develop process documents that facilitate onboarding, training, productivity, and help with identification of inefficiencies and bottlenecks. 
• Work with appropriate staff to assess developed documentation, assess training utility, effectiveness in identifying inefficiencies and bottlenecks and make appropriate adjustments to workflow documents.
• Engages in periodic review of process flow documents, updates and uploads them to a filing system, makes sure these documents are accessible for inspection and utilization.
• Identify, become an expert with, and train others to use technology tools to collaboratively develop and refine process flow documents at GNMH.
• Any other duties and responsibilities consistent with the employees’ education, training, or experience deemed necessary to address operational concerns of Greater Nashua Mental Health, as assigned by IT supervisory staff or other designated leadership.

Qualifications: 

• Bachelor’s Degree in Communications, Business Development, IT, or related field
• 1-3 years’ experience using process documentation tools experience can be professional, personal, and/or coursework. 
• Minimum of 1-year experience in a customer support role. 
• Must be familiar with Information Technology systems, windows environments, desktop systems, deployment, protection, troubleshooting, etc. 
• Excellent customer service skills. 
• Ability to juggle multiple projects simultaneously. 
• Ability to establish and maintain effective working relationships with others, to express ideas clearly and concisely in written and oral form, to exercise initiative and work independently, to exercise sound judgment in analyzing situations and recommending appropriate course of action.
• Direct experience in healthcare preferred. 
• Coursework in Business or IT related field, or a combination of specialized education and/or relevant business process and information technology experience (e.g. Business, Operations, MIS, Computer Science, Computer Engineering, Research, Analytics, etc.) preferred.