Process Documentation Lead

Impact Advisors, LLC is a nationally recognized healthcare management consulting firm delivering Best in KLAS advisory, implementation, and optimization services. We are driven by a commitment to exceed client expectations and are proud to be a trusted partner to many of the nation's leading healthcare organizations. Our mission to drive patient-centered, value-driven outcomes has earned us prestigious industry accolades. To learn more about us, visit www.impact-advisors.com

The Manager, Content Management is responsible for the strategy, development, governance, and maintenance of all Revenue Cycle Managed Services (RCMS) operational content. This role leads the creation of standardized documentation, training materials, and knowledge management assets that enable consistent execution across revenue cycle operations and client engagements.

The Manager, Content Management oversees the development of Situation Response Guides (SRGs), Standard Operating Procedures (SOPs), policies, job aids, training curricula, learning pathways, process documentation, and operational knowledge repositories. This individual serves as the central owner of content standards and ensures documentation remains accurate, scalable, and aligned with client requirements, regulatory guidelines, and operational best practices.

The position regularly collaborates with clients, operational leaders, quality teams, trainers, and subject matter experts to capture business requirements, document complex workflows, and support operational transformations across multiple engagements.

Key Responsibilities

Content Strategy & Governance

• Develop and execute the enterprise RCMS content management strategy.
• Establish documentation standards, templates, governance processes, and content lifecycle management practices.
• Define content priorities and delivery roadmaps aligned to business objectives and operational needs.
• Create and maintain a centralized knowledge management framework.
• Establish version control, approval workflows, and content review processes.
• Drive consistency across all operational documentation and learning assets.

Documentation Development

• Oversee the creation and maintenance of:
  • Situation Response Guides (SRGs)
  • Standard Operating Procedures (SOPs)
  • Policies and Procedures
  • Job Aids
  • Process Maps
  • Decision Trees
  • Quick Reference Guides
  • Workflow Documentation
  • Operational Playbooks
  • Client-Specific Documentation
• Ensure documentation is accurate, current, and operationally effective.
• Translate complex workflows into clear, easy-to-follow instructions.
• Partner with subject matter experts to capture and document operational knowledge.

Training & Curriculum Management

• Lead the design and management of revenue cycle training curricula.
• Develop role-based learning paths and onboarding programs.
• Partner with Training and Quality teams to identify learning gaps and content needs.
• Ensure training materials reflect current operational requirements and best practices.
• Support the development of instructor-led, self-paced, and digital learning content.

Operational Enablement

• Serve as the primary content advisor for RCMS operational initiatives.
• Support new client implementations, process changes, and operational transformations.
• Ensure documentation quickly reflects workflow, payer, regulatory, and system updates.
• Collaborate with operations leadership to identify opportunities for standardization and process improvement.
• Drive adoption and utilization of content resources across the organization.

Team Leadership

• Lead and mentor Content Specialists, Technical Writers, and other content resources.
• Define workload priorities and manage content development schedules.
• Establish productivity, quality, and delivery metrics.
• Foster a culture of continuous improvement and operational excellence.
• Support hiring, onboarding, coaching, and professional development of team members.

Quality & Continuous Improvement

• Implement content quality assurance standards and review processes.
• Monitor documentation effectiveness and user adoption.
• Analyze feedback from operations, training, and quality teams to identify improvement opportunities.
• Drive ongoing updates and optimization of the knowledge management ecosystem.
• Define and report key performance indicators related to content development and maintenance.

Client Engagement & Partnership

• Serve as a content and documentation subject matter expert in client-facing meetings and workshops.
• Partner with clients to understand operational workflows, business requirements, and documentation needs.
• Facilitate discovery sessions and process reviews to capture operational knowledge and translate it into standardized documentation.
• Present content strategies, documentation plans, and progress updates to client and internal leadership teams.
• Support client implementations, transitions, process improvement initiatives, and operational assessments.

Required Qualifications

• 5+ years of experience in revenue cycle operations, healthcare operations, training, content management, technical writing, process improvement, or related disciplines.
• 3+ years of leadership, team management, or project leadership experience.
• Demonstrated experience developing operational documentation, SOPs, process guides, job aids, and training materials.
• Strong knowledge of healthcare revenue cycle operations, including registration, billing, claims processing, denials management, accounts receivable, reimbursement, and related functions.
• Exceptional written, verbal, and presentation communication skills.
• Strong client-facing consulting and stakeholder management experience.
• Ability to manage multiple projects and competing priorities in a fast-paced environment.

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Preferred Qualifications

• Experience building large-scale knowledge management programs.
• Background in instructional design and adult learning methodologies.
• Experience with Learning Management Systems (LMS).
• Experience with content management, documentation, or knowledge-sharing platforms.
• Lean, Six Sigma, or process improvement certification.
• Familiarity with quality assurance methodologies and operational performance metrics.

For salaried positions, this role may also be eligible for an annual performance bonus. Additional benefits and perks may also be available, depending on the position and employment terms. This range reflects consideration of several factors, including skills, experience, training, certifications, and organizational needs.

Our People and Culture

At Impact Advisors, we cultivate a caring, fun, honest, and autonomous work environment. Our success stems from our associates' dedication and a shared mission to create a “Positive Impact.” We embrace diversity and inclusion, fostering an environment where all employees feel valued and empowered.

Join Impact Advisors and make a real difference in healthcare.