Knowledge Content Specialist
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Job Description
Knowledge Content Specialist at CVS Health responsible for developing and governing high-quality knowledge content. Collaborating with SMEs and managing content initiatives.
Responsibilities:
- Serve as the primary author and owner for knowledge articles, job aids, decision trees, and visual decision flows supporting frontline operations.
- Translate complex policy, regulatory, and operational changes into concise, plain‑language content that is accurate, compliant, and actionable.
- Lead content initiatives using project management best practices, including scoping work, developing project plans, defining milestones, managing timelines, and identifying risks and mitigation strategies.
- Manage version control, approvals, and timely content updates in alignment with content governance standards and audit requirements.
- Apply information design standards to ensure consistency, readability, and usability across all knowledge assets.
- Create and maintain visual artifacts such as decision flows, quick reference cards, and job aids to support efficient frontline decision‑making.
- Monitor content quality and effectiveness through routine reviews, audits, and frontline feedback; identify knowledge gaps and implement improvements.
- Communicate project status, risks, dependencies, and deliverables to stakeholders, ensuring clarity of roles, expectations, and outcomes.
- Collaborate with Training and operational partners to support reinforcement materials, learning integration, and adoption of knowledge content.
- Apply continuous improvement practices to enhance content processes, tools, and methodologies, driving efficiency, scalability, and quality.
Requirements:
- 5+ years' experience in customer service, call center, or healthcare industry
- 3-5 years experience developing and delivering training curriculum
- Project Management Professional (PMP) certification or equivalent experience.
- Demonstrated ability to translate complex, regulated information into clear, concise, frontline‑ready written content.
- Working knowledge of project management principles, including planning, execution, prioritization, risk identification, and stakeholder communication.
- Strong problem‑solving and decision‑making skills with exceptional attention to detail and accuracy.
- Proven experience collaborating with subject matter experts and cross‑functional partners.
- Ability to manage multiple priorities and deliver high‑quality work in a fast‑paced environment.
- Strong discipline in version control, documentation standards, and content governance.
- Proficiency in information design and use of visual artifacts to enhance comprehension and decision‑making.
Benefits:
- medical, dental, and vision coverage
- paid time off
- retirement savings options
- wellness programs
- comprehensive benefits package
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