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Position Description

Arkansas Blue Cross and Blue Shield - EXEMPT POSITION DESCRIPTION

Position:  Documentation Analyst
Reports To: 
Division:  ConsumrRetailMkts- CQI (0053)
Company:  ABCBS
Location:  Label
Job Code:  022187
Min Salary:   46600
Date Posted:  2/8/2013

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Position Specific Requirements: No position specific requirements

Job Summary
The Documentation Analyst/Trainer is responsible for the elicitation, development and maintenance of documentation created by Consumer and Retail Markets Continuing Quality Improvement (CRM CQI), including documentation of system-related functionality, business rules and requirements, and system specifications. This position will be responsible for research, design, writing, editing, development and maintenance of documentation, which will include working with the Individual Products Business Analysts, management staff, other members of CRM CQI, and the operational areas within CRM as a whole. The Documentation Analyst/Trainer will use several methods to elicit the information needed, interview subject matter experts, and facilitate workgroups. They will assist users in identifying business needs; in order to document those needs in a professional, consistent format.
The Documentation Analyst/Trainer will also be actively involved in the planning, develop and administration of the training to new and existing employees. Additional duties may include individual and classroom training session with team members or end users following project releases as needed for support and communication of system enhancements.  This includes researching a topic, developing a training plan, writing training modules, and creating supporting materials.
This position will also serve as the administrator for the CRM CQI SharePoint site. This will include maintaining current information, uploading documents and working with internal staff to identify changes needed to the site.

Nature & Scope
The Documentation Analyst/Trainer position reports directly to the Supervisor, Continuous Quality Improvement. This position works closely with a team of managers, supervisors, analysts and testers to meet the needs of CRM employees. The environment is fast-paced and continually changing; therefore, the Documentation Analyst/Trainer must be able to easily adapt to new challenges.

The workflow is generated by requests initiated by management staff, supervisors, analysts and other internal staff to create written documentation. It is also determined by requests from leadership staff for training programs that address new hires and employees performing new job functions.  Work is assigned by the Supervisor and may also be self-imposed as a result of feedback, observations and analysis of data that indicates new or expanded documentation is needed.

This position seeks guidance from the Supervisor, Continuous Quality Improvement, as well as peers and other internal staff.

The major challenge of this position is to write professional, accurate, comprehensive, and consistent documentation for internal staff. Information comes from various sources including business requirements, technical manuals, drafts prepared by internal staff, workgroups, and one-on-one interviews.

Principle contacts within the organization include management staff, supervisors, analysts, and operations staff.

This position has the authority to make decisions regarding format, design, and content of written documentation. The Documentation Analyst/Trainer will also be involved with management and supervisor staff in establishing deadlines and priorities.

Skills, Knowledge & Abilities

• Excellent technical writing, editing, and grammatical skills
• Strong research skills
• Strong computer skills in Microsoft Word, Microsoft Excel, and Microsoft SharePoint
• Strong planning and organization skills
• Excellent interpersonal skills
• Superior presentation and facilitation skills
• Ability to work with management and supervisory staff as well as subject matter experts to identify and prioritize documentation needs
• Superior communication skills, both oral and written
• Ability to work independently with little or no supervision
• Ability to work in teams, both as a team member and as a team leader
• Demonstrated ability to “live” the 5 traits of professionalism: character, attitude, excellence, competency and conduct.

Minimum Job Requirements

1. High school diploma or equivalent.

2. At least one of the following:

Four (4) years of experience writing documentation or instructional materials. (Writing experience must be in a position where the primary responsibility was technical writing or documentation.)

Two (2) years of experience writing documentation or instructional materials, with two (2) years of college. (Writing experience must be in a position where the primary responsibility was technical writing or documentation.)

3. Three (3) years of experience working in the health insurance field.

4. Proficient working knowledge of PC programs (at least four years), including experience with MS Office Suite, web browsers and flowcharting software. Preference will be given to applicants with Microsoft Word, Excel, PowerPoint, Visio and SharePoint skills.

5. Must demonstrate the ability to successfully manage several projects/priorities at any one time and receive commendable rating on performance evaluation.

6. Working knowledge of electronic application processing preferred






































Security Requirements
This position is identified as level three (3). This position must ensure the security and confidentiality of records and information to prevent substantial harm, embarrassment, inconvenience, or unfairness to any individual on whom information is maintained. The integrity of information must be maintained as outlined in the company Administrative Manual.

Segregation of Duties
Segregation of duties will be used to ensure that errors or irregularities are prevented or detected on a timely basis by employees in the normal course of business. This position must adhere to the segregation of duties guidelines in the Administrative Manual.

• Write, edit, and publish comprehensive documentation in an accurate and timely manner.
• Design appropriate formats for documentation that is professional, easy to read, reference and use.
• Organize and maintain documentation on the SharePoint site.
• Create and maintain a user manual for Underwriting and Marketing systems.
• Facilitate workgroups, interview individuals one-on-one, and work with internal staff to obtain content information.
• Work with management and supervisor staff to identify and prioritize documentation needs.

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