Description

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.

The ID Associate/Documentation Writer is responsible for creating, editing, and maintaining high-quality Standard Operating Procedures (SOPs), Job Aids, and Process Guides that support operational excellence and new hire/refresher training content. This role bridges the gap between subject matter experts (SMEs) and end-users by transforming complex information into clear, simple, and actionable content.

Primary Responsibilities:

• Content Development
  • Develop and maintain SOPs, process documentation, and job aids-this accounts for approximately 80-100% of core work-types, with new hire training content creation being a less frequent assignment
  • Simplify complex workflows into clear, concise, and easy-to-follow instructions
  • Ensure documents adhere to organizational templates, standards, and tone
  • Design process maps to showcase the workflow
  • Create new hire/refresher/upskill training content assets such as PowerPoint Presentations, assessments etc.
  • Support in maintaining a central repository of all operational documentation developed
• Information Gathering
  • Collaborate with SMEs to extract process knowledge, clarify ambiguities through effective probing, and validate accuracy
  • Conduct group discussions, observe workflows, and document best practices
  • Work closely with trainers, instructional designers, and process owners to ensure alignment
• Editing & Quality Control
  • Review existing SOPs for consistency, relevance, and readability
  • Maintain version control and ensure compliance with audit and documentation standards
• Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so

Required Qualifications:

• Experience in E Learning content writing as well as Instructor led content writing
• Basic understanding of Instructional design - ADDIE, Gagne, etc.
• Proficiency in MS Word, PowerPoint, and collaborative documentation tools (e.g., Confluence, SharePoint)
• Familiarity with common style guides, version control and other documentation standards
• Proven solid writing and editing skills with attention to detail
• Proven ability to simplify technical or domain-heavy content for end-user clarity
• Proven good probing and SME interaction skills

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone-of every race, gender, sexuality, age, location and income-deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes - an enterprise priority reflected in our mission.