Knowledge Operations Manager (Remote)

Remote

Why Clipboard Health Exists:

We exist to lift as many people up the socioeconomic ladder as possible. We dramatically improve lives, by letting healthcare professionals turn extra time and ambition into career growth and financial opportunity. We achieve this with our app-based marketplace that connects healthcare facilities and healthcare professionals, allowing healthcare professionals to book on-demand shifts and healthcare facilities to access on-demand talent. Our mission is to enable healthcare professionals to work when and where they want, and to enable healthcare facilities to meet their talent needs.

About Clipboard Health:

Clipboard Health is a post-Series C, extremely fast-growing tech startup with classic two-sided network effects, revolutionizing the market for healthcare talent. We are a diverse and inclusive company with a global, remote team. We have been named one of YC’s Top Companies for two years running, and have grown 25x across all key metrics in the last 18 months. There has never been a more exciting time to join our growing team and help us serve even more healthcare professionals and healthcare facilities, who can then better serve patients. To learn more about the culture at Clipboard Health, take a look at our culture hub here.

Position Overview: We are seeking a skilled and proactive Knowledge Operations Manager to lead our document operations team and ensure the accuracy, clarity, and compliance of our knowledge base and processes. The successful candidate will play a vital role in maintaining high-quality documentation, improving team efficiency, and contributing to the success of our organization. This role requires a detail-oriented individual with exceptional organizational skills and the ability to collaborate effectively with cross-functional teams.

Responsibilities: As the Knowledge Operations Manager for our documents team, you will be responsible for the following:

• Knowledge Base Management:
• Own and maintain our knowledge base system, ensuring all content is accurate, up-to-date, and easy to navigate.
• Collaborate with various teams to gather and update information, troubleshoot issues, and improve overall knowledge base usability.
• Proactively identify knowledge gaps and work to address them through clear and concise documentation.

• Quality Assurance and Compliance:
• Set and monitor performance metrics for document specialists and subject matter experts (SMEs).
• Oversee the rollout of new document requirements and ensure compliance with state regulations.
• Collaborate with Legal and Compliance teams to maintain a comprehensive understanding of legal obligations and risks, making informed decisions that align with our organization's goals.

• Process Improvement:
• Develop and implement effective processes for identifying new document requirements and proactively building rollout plans.
• Streamline document creation and update processes to ensure agents are equipped with accurate information for handling new requirements.
• Identify areas for improvement in team accuracy and efficiency and implement strategies to address them.

• Team Collaboration:
• Conduct weekly calls with facilities to understand requirement needs at both facility and state levels.
• Engage with facilities that have low fill rates to address challenges and improve performance.
• Foster collaboration with cross-functional teams to enhance the quality of documentation and align knowledge base updates with organizational goals.

• Continuing Education and Training:
• Revamp and manage the continuing education program for SMEs and specialists, ensuring all updated processes are effectively communicated and understood.
• Develop and administer knowledge check tests to identify gaps and opportunities for improvement in the knowledge base.
• Utilize assessment results to update knowledge base pages and enhance overall training materials.

Qualifications:

• Bachelor's degree in a relevant field or equivalent work experience.
• Excellent attention to detail and the ability to create clear and concise documentation.
• Proven track record of improving team accuracy, efficiency, and performance.
• Strong analytical and problem-solving skills, with the ability to proactively identify and address issues.
• Effective communication and collaboration skills, including the ability to work with cross-functional teams.
• Familiarity with legal and compliance considerations related to document operations.
• Proficiency in using knowledge base software and tools.
• Prior experience in process improvement initiatives is a plus.