Specialist III, Knowledge Base

Grow was born to tackle a critical challenge: making mental health care more effective and accessible for everyone. Since launching in 2020, 15 million sessions have started on Grow. We do it through a three-sided marketplace that empowers providers, augments insurance payors, and serves patients. The company has raised more than $328M in funding, including a Series D at a $3B valuation.

Responsibilities

Create, edit, organize, publish, and retire internal guides, standard operating procedures, decision trees, job aids, and other knowledge resources, initially for RCM and, over time, for additional assigned domains; Translate complex payer rules, compliance requirements, product behavior, and operating processes into clear, action-oriented guidance for frontline and operational teams; Maintain logical content architecture, naming, metadata, ownership, and findability; Manage the content lifecycle for assigned domains, including intake, prioritization, SME review, approval, publication, revalidation, version control, and retirement; Test priority content against real or representative cases and document gaps; Monitor product, policy, payer, process, and regulatory changes and coordinate timely updates; Use frontline feedback, quality findings, contact drivers, search behavior, and content-performance data to identify unclear, missing, duplicative, or outdated guidance; Build relationships with RCM leaders, subject matter experts, and domain owners; Partner with Training and Quality on onboarding, reinforcement, and evaluation materials; Support launches and process changes by identifying knowledge impacts and confirming frontline readiness; Escalate unresolved policy or process ambiguity and facilitate decisions across teams; Track and report knowledge system measures such as validation coverage, validation pass rate, change-update SLA, demand coverage, and user feedback; Recommend improvements to templates, governance, workflows, and tooling; Structure content to support both human teammates and AI-enabled workflows; Communicate approved knowledge updates and workflow changes to the RCM team in partnership with managers

Requirements

2+ years of experience in knowledge management, content operations, technical or process writing, RCM/insurance operations, support enablement, or a closely related field; equivalent demonstrated internal experience is welcome; Working knowledge of healthcare revenue-cycle or insurance operations, such as billing, claims, denials, collections, payer requirements, credentialing, eligibility, benefits, or related workflows; Strong written communication and editing skills, with the ability to turn complex or incomplete source material into concise, actionable guidance for different audiences; Experience partnering with subject matter experts and operational leaders to clarify ambiguity, document decisions, and move content through review and approval; A practical quality mindset: ability to test whether guidance works, identify edge cases and risk, and revise content based on evidence; Strong organization and ownership, including managing competing requests, communicating tradeoffs, and keeping stakeholders informed in a fast-changing environment; Comfort using data and feedback to prioritize content work and evaluate whether knowledge is accurate, findable, and effective

Nice to have

Hands-on experience with practice-management systems, electronic health records, claims or billing platforms, or customer-support tools; Familiarity with commercial insurance, Medicaid, Medicare, managed care, HIPAA, CMS, or payer-specific requirements; Experience with tools such as Notion, Jira, Intercom, Looker or another BI platform, Google Workspace, or content-governance tooling; Experience writing structured content for AI search, agent-assist, automation, or other knowledge-retrieval use cases; Experience supporting a high-growth, regulated, or operationally complex organization

Benefits

Comprehensive medical, dental, vision, life, and disability coverage; No cost access to therapy through the Grow platform (available to US employees); Retirement savings programs and equity opportunities; Flexible time off, company paid holidays (which vary by country), and a company-wide Winter Break; Up to 18 weeks of paid parental leave and a new child stipend; Dedicated weekly flexible time for self care (Mental Health Mornings/Afternoons); Annual wellness and development stipend; Pre-tax commuter benefits for hub-location teammates; Home office support and meal benefits for remote and hub-based employees; Wellbeing benefits including wellness memberships, virtual care, pet insurance discounts (where available), and global travel assistance