This is a hybrid role, onsite 3x/week in Pittsburgh, PA (Robinson Township), New York City (Flatiron District) locations.The Patient Services Operations team is central to advancing our mission to provide affordable care and deliver an exceptional patient experience. We are seeking a Technical Writer to join our Knowledge Management & Communications team. You would be responsible for all patient-facing content within Patient Services Operations. As we redefine how patients access and manage their medications, we need communicators who can make complex healthcare information clear, compassionate, and actionable. This is an ideal opportunity for a detail-oriented communicator who thrives on translating complex processes into clear, empathetic, and actionable content that empowers patients and drives consistency across all touchpoints.
What You'll Do- Serve as the primary point of contact for all patient-facing support content, including Help Center articles, IVR messaging, and macros.
- Write Help Center articles that empower patients with self-service, and train and optimize our AI Agent to better support customers.
- Design a Help Center structure that is intuitive and easy to navigate.
- Craft sample messaging that accelerates our agents' ability to support patients across all communication channels.
- Design AI-ready content by structuring information that supports conversational AI, ensuring accuracy, clarity, and alignment with patient needs.
- Keep content fresh and relevant by implementing processes that ensure materials reflect evolving team needs, business functions, product details, and program changes, and that updates flow into the AI Agent's training data.
- Audit and refine Help Center content to maintain consistency, accuracy, and trustworthiness across all channels.
- Maintain and refine a style guide to define best practices for creating patient-facing content.
- Collaborate with Marketing, CRM, and Digital Experience teams to drive content consistency across all channels and alignment with BlinkRx's brand.
What You'll Need- Bachelor's degree with 5+ years of experience in Technical Writing, Content Strategy, Knowledge Management, Communications, or related field. Healthcare experience is a plus.
- Demonstrated experience with technical writing and ability to provide work samples. Experience writing for AI Agent training is a plus.
- Familiarity with AI conversational design, prompt writing, or training AI systems with structured content.
- Strong ownership mentality and high-quality standards. You will be responsible for all of our team's patient-facing content.
- Experience developing and following style guides and tone of voice standards.
- Strong analytical skills and ability to translate raw data and feedback into clear, actionable content improvements.
- Exceptional attention to detail.
- Contact center or customer support content experience is a plus.
- Experience designing conversational AI journeys, intents, or dialog flows is a plus.
