As Amazon One Medical continues to grow and enhance the primary care experience, we are looking for dedicated and skilled leaders to oversee the people, processes, and technology that set us apart. As a Knowledge Management Specialist, you will play a key role in ensuring Amazon One Medical delivers high-quality care, seamless access, and patient-centered experiences at an affordable cost.
Your primary role will be to execute Amazon One Medical's mission of delivering high-quality care and service through established best practices and workflows. Specifically, you'll help to develop process standards and ensure quality interactions with members using CI-CARE, a framework containing the key elements of a great interaction and effective communication that the organization uses with patients and team members. Additionally, you'll create and maintain knowledge databases, as well as foster a culture of knowledge sharing through training and continuous improvement to ensure the company provides a great experience for both patients and team members.
The ideal candidate is a strong and innovative problem-solver, detail oriented and driven to create efficient workflows and cultivate cohesive processes and policies. This individual is self-aware, a continual learner, and focuses on quality interactions. They have mastered the art of customer-service, communication, and helping a team or your peers, especially during times of change.
If you are currently looking for your next opportunity with an emphasis on delivering results, driving engagement, and all things content and training management at an organization that is transforming healthcare, we would love to connect with you.
Key job responsibilities
- Support the development and maintenance of operational processes, standard work procedures, process flows, and knowledge base articles to enhance communication and interactions with patients and colleagues.
- Partner with peers to support the training and ongoing development of Centralized Support Specialists by establishing mechanisms that enhance skill effectiveness and inform performance improvement.
- Collaborate in designing and refining the training and onboarding program to ensure high-quality interactions with patients.
- Serve as a process expert and advocate for Centralized Support Specialists, addressing issues, escalating workflow problems, and supporting projects and initiatives.
- Create and update eGain intranet content for diverse audiences while tracking and reporting on key metrics such as KPIs and training compliance.
- At least 1 year of experience in content management and development, and/or a minimum of 1 year training customer-facing or patient-facing support teams in a high-volume contact center or similar setting, or 1 year of experience in a patient-centered role within a multi-state primary healthcare company.
- Proven experience in training, managing, and developing content and communications for customer or patient-facing support teams.
- Strong communication and presentation skills.
- Experience in developing process workflows, standard operating procedures (SOPs), performance tracking, and feedback loops.
- Proficient in Google Workspace (Docs, Sheets, Slides)- Proven ability to create a strong, collaborative environment that ensures a supportive and engaging experience for all team members.
- Experience with MAX Agent, Nice-InContact, G Suite, and Electronic Health Record (EHR) systems.
- Previous experience in healthcare, especially working alongside clinicians.
- Analytical and organized with the ability to prioritize multiple tasks.
- Familiarity with knowledge management frameworks and systems
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit
https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
