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Commonwealth of Pennsylvania |
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POSITION DESCRIPTION FOR JOB POSTING |
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Position Number: 50634736 |
Description Activated On: 4/21/2026 12:17:43 PM |
Position Purpose: Describe the primary purpose of this position and how it contributes to the organization’s objectives. Example: Provides clerical and office support within the Division to ensure its operations are conducted efficiently and effectively. This position ensures that the standard operating procedures, system and software documents, and managerial process information utilized by Pennie employees are accurate, clear, compliant, and easy to use during live interactions and when performing daily work tasks. The role is responsible for keeping reference materials for Pennie staff and consumers up to date as complex policy rules and eligibility regulations change. |
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Description of Duties: Describe in detail the duties and responsibilities assigned to this position. Descriptions should include the major end result of the task. Example: Types correspondence, reports, and other various documents from handwritten drafts for review and signature of the supervisor. Partners with subject matter experts to gather accurate information and document processes operational processes like enrollment processing, escalation procedures, appeals handling, ticket workflows, workforce management procedures, interactive voice response (IVR) change processes. Develops, creates, and updates standard operating procedures (SOPs), process documentation for new systems, tools, and software rollouts, evaluation standards, call scripts, troubleshooting guides, and communication guides. Updates documentation when policy changes to ensure instructions and reference materials do not become outdated. Translates regulations, policies, and procedures into operational instructions that are simple to understand and provide step-by-step instructions. Maintains version control of all procedural documentation to ensure documents are current and accurate. Recommends improvements to documentation processes and tools. Manages internal knowledge base used by contact center staff during touchpoints (e.g., calls, chats) with consumers, including job aids, knowledge articles, self-service guides, escalation procedures, and eligibility rule explanations. Improves knowledge base usability so that clear information is easy to find and use during live contacts (e.g., calls, chats) through tagging, consistent formatting, simplified language, and reduced reading time. Monitors knowledge base usage analytics to identify content gaps and identify existing documentation that is outdated or inaccurate. Modifies and tracks document inaccuracies and requests or drafts new documentation to bridge content gaps. Establishes and manages documentation governance process, including standards, templates, and style guides. Organizes a structure for documents to improve content visibility. Assists with the creation of release notes when processes are updated or system enhancements are deployed Assists with the creation and update of training resources such as facilitator guides, participant guides, onboarding manuals, system guides, quick reference sheets, process flow diagrams, assessments, quizzes, and scenario-based exercises. Collaborates with other program areas on ways to improve consumer-facing content, including help center articles, website FAQs, consumer guides, email templates, and outreach materials. Drafts internal communications, bulletins, and alerts to notify contact center staff of process changes. Creates visual aids such as flowcharts, diagrams, and infographics to simplify complex processes. Gathers feedback from all program areas on effectiveness of process documentation and knowledge base systems. Participates in continuous improvement initiatives related to knowledge management and customer service representative enablement. Maintains familiarity with contact center tools, including customer relationship management, ticketing, and eligibility platforms. Performs other duties as required. |
Decision Making: Describe the types of decisions made by the incumbent of this position and the types of decisions referred to others. Identify the problems or issues that can be resolved at the level of this position, versus those that must be referred to the supervisor. Example: In response to a customer inquiry, this work involves researching the status of an activity and preparing a formal response for the supervisor’s signature. Independently drafts managerial process documents across multiple mediums and organizes the repository in a user-friendly system. Meets with other program areas and provides recommendations in resolving content and knowledge documentation gaps. Any systematic or policy modifications, major changes, or complex issues would escalate to management. |
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Requirements Profile: Identify any specific experience or requirements, such as a licensure, registration, or certification, which may be necessary to perform the functions of the position. Position-specific requirements should be consistent with a Special Requirement or other criteria identified in the classification specification covering this position. Example: Experience using Java; Professional Engineer License Experience: Licenses, registrations, or certifications: 1. N/A 2. N/A 3. N/A 4. N/A 5. N/A 6. N/A |
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Essential Functions: Provide a list of essential functions for this position. Example: Transports boxes weighing up to 60 pounds.
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