Position Overview:   

The Director of Documentation will play a critical role in shaping the future of HealthEdge’s technical documentation and knowledge management. This role will oversee the creation, optimization, and automation of customer-facing and internal documentation ensuring that all content is clear, accurate, and aligned with regulatory standards. 
 
This leader will manage onshore and offshore technical writing teams, champion AI-driven documentation strategies, and expand video-based training initiatives to enhance customer experience. The ideal candidate is a strategic thinker, an expert in healthcare technology documentation, and a passionate advocate for knowledge accessibility. 

The Product: 

With Source, we’re changing the industry narrative, providing a more holistic approach to payment integrity that focuses on comprehensive reimbursement, agile editing, and integrated analytics. Our interoperable, cloud-based solution is modular to meet a health plan’s needs today and extensible to grow with their organization over time—bringing disparate parts of a payer’s organization together for improved accuracy and insights. The Source platform offers the ability for clients to unlock transformation at the reimbursement, payment integrity, and enterprise level. Our Reimbursement Transformation features Medicare and Medicaid content coupled with flexible contract configuration capabilities for Commercial lines of business. Payment Integrity Transformation includes rich editing libraries with history-based capabilities, easy development of customized edits, and improved transparency to reduce vendor dependency and increase control. As a complete solution, clients can achieve Enterprise Transformation, where root-cause issues are identified and addressed upstream, and all aspects of claims operations are centralized for comprehensive business intelligence. The complete suite of solutions from HealthEdge delivers a digital foundation for payers specifically designed to fuel a digital transformation, reduce costs, and improve both clinical outcomes and the member experience. 
 

Your Impact: 

Documentation Strategy & Leadership 

• Develop and execute a comprehensive documentation strategy ensuring clarity, compliance, and usability. 

• Lead and mentor a global team of technical writers, fostering a culture of collaboration, innovation, and excellence. 

• Standardize documentation processes, ensuring consistency across user guides, API documentation, release notes, troubleshooting guides, and FAQs. 

• Establish structured authoring standards (e.g., DITA) and implement a robust content governance framework for version control and content lifecycle management. 

• Oversee the integration of AI-driven automation tools to streamline documentation workflows, improve efficiency, and enhance content personalization. 

Content Development & Optimization 

• Ensure documentation is comprehensive, structured, and easily accessible for both technical and non-technical users, including healthcare payers, system administrators, and developers. 

• Expand the use of video-based training materials, interactive tutorials, and visual documentation to improve learning outcomes and user engagement. 

• Leverage content analytics to measure user engagement, search effectiveness, and documentation gaps, continuously optimizing based on insights. 

• Collaborate with Product, Engineering, Customer Support, and Compliance teams to align documentation with product updates and regulatory requirements. 

Compliance & Industry Alignment 

• Ensure all documentation aligns with healthcare regulatory standards, including HIPAA, NCQA, CMS, and other payer-related compliance requirements. 

• Maintain detailed API documentation and integration guides to support HealthEdge’s interoperability initiatives and third-party integrations. 

• Work closely with Legal, Security, and Compliance teams to ensure all documentation meets industry and customer-specific security and privacy requirements. 

Innovation & Continuous Improvement 

• Stay ahead of emerging trends in AI-driven content automation, structured authoring, and digital learning platforms. 

• Drive the adoption of cutting-edge documentation technologies, such as chatbot-assisted help, dynamic content personalization, and voice-enabled documentation. 

• Lead initiatives to improve self-service capabilities, ensuring customers can easily find answers through well-structured knowledge bases and AI-enhanced search. 

What You Bring: 

• 10+ years of experience in technical documentation, with at least 5+ years in a leadership role overseeing distributed teams. 

• Experience managing onshore and offshore technical writing teams supporting SaaS-based healthcare technology products. 

• Proven expertise in AI-powered documentation solutions, content automation, and video-based learning methodologies. 

• Deep understanding of healthcare payer technology, regulatory compliance, and enterprise software documentation best practices. 

• Strong proficiency in structured authoring tools, content management systems (CMS), and documentation platforms, such as MadCap Flare, Oxygen XML, Adobe FrameMaker, or Paligo. 

• Knowledge of FHIR, HL7, API documentation standards, and healthcare interoperability frameworks. 

• Excellent leadership, communication, and stakeholder management skills, with the ability to collaborate effectively across teams. 

• Analytical mindset with experience using data-driven insights to optimize documentation strategies and content delivery.