Salt Lake City, Utah, United States
Open to remote opportunities as a Knowledge Management Specialist, Documentation Specialist, Compliance Analyst, Content Manager, or Information Management Specialist. I have spent the last 17 years helping healthcare and insurance organizations optimize how critical information is created, governed, and maintained. I enjoy taking complex regulations, messy business processes, and scattered operational knowledge and turning them into accurate, structured information that people can actually find, understand, and use. My goal has always been simple: ensure an employee can find a reliable answer in under a minute so they can do their job confidently and efficiently. At WTW (Willis Towers Watson), I managed enterprise knowledge repositories supporting a 1,000+ employee Medicare organization operating under strict CMS and HIPAA regulations. During my tenure, I authored more than 250 SOPs and led the migration and standardization of 200+ procedures from SharePoint to Confluence. Partnering with subject matter experts, trainers, and business leaders, I strengthened documentation governance, content lifecycle management, knowledge accessibility, and operational consistency across our teams. Tech Stack & Platforms: Confluence • SharePoint • Microsoft Excel • Pega Systems (CRM & BPM) • Jira Core Specialties: • Knowledge Management & Content Governance • Content Lifecycle Management • Information Architecture & Taxonomy • SOP Development & Technical Writing • Process Improvement & Workflow Optimization • CMS & HIPAA Compliance & Audit Support Professional Licenses: • Florida: All Lines Adjuster (6-20 / CALA) • Utah: Certified Insurance Adjuster • Utah: Life, Health, Property & Casualty Insurance I'm always interested in connecting with professionals in knowledge management, documentation governance, content operations, technical writing, and compliance. If your organization is looking for someone who brings structure, clarity, and genuine ownership to complex operational environments, let's connect!
Independent publishing initiative focused on content operations, documentation, metadata management, and digital publishing systems. • Content Operations: Founded and currently oversee an independent publishing imprint, managing content creation, editing, formatting, metadata, and multi-platform distribution. • Metadata & Content Management: Maintain metadata standards, taxonomy, keyword optimization, categories, and product information across multiple publishing platforms to improve discoverability and content organization. • Workflow Development: Created standardized workflows, documentation, and quality control processes supporting editing, design, production, and publishing activities. • Project Management: Published and marketed a multi-book children's series, coordinating production schedules, content updates, platform distribution, and release management. 🌐 Portfolio & Imprint Links: Amazon Author Page: https://www.amazon.com/stores/author/B0FK43KSLM Etsy Shop: https://whiskerwigglespress.etsy.com
Managed enterprise knowledge management systems, documentation governance, and content lifecycle management under strict CMS and HIPAA regulatory frameworks. Key Achievements & Responsibilities • Knowledge & Content Governance: Managed enterprise knowledge bases supporting Medicare Advantage, Medicare Part D, Medicare Supplement, and Individual & Family Plan (IFP) operations under strict CMS and HIPAA regulations. • SOP Development: Authored and maintained 250+ SOPs, workflows, and job aids supporting complex Medicare enrollment and service processes. • Platform Migration: Led the migration and reorganization of 200+ SOPs from SharePoint to Confluence, designing information architecture, taxonomy structures, metadata standards, and naming conventions that improved content findability and enterprise search effectiveness. • SME Collaboration: Partnered with leadership, trainers, and subject matter experts (SMEs) to continuously align operational documentation with changing CMS policies. • Lifecycle Management: Governed knowledge assets through the full content lifecycle, including creation, review, approval, publication, version control, audit, and retirement to maintain compliance and audit readiness. • Operational Scale: Maintained and governed enterprise knowledge resources supporting 1,000+ employees across Medicare enrollment and service operations, improving information accessibility and reducing repeat questions. • Tools & Analytics: Utilized Confluence, SharePoint, Jira, and Excel to track content ownership, review schedules, content health, audit activities, and knowledge management metrics.
Led customer service teams and supervisors supporting Medicare and insurance operations within a CMS-regulated environment. Key Responsibilities • Operational Leadership: Supported daily operations for supervisors and representatives across high-volume Medicare enrollment and service functions. • Performance Improvement: Coached and developed supervisors and frontline staff to improve quality, productivity, and service consistency. • Escalation & Compliance Management: Resolved complex member issues and compliance-sensitive escalations while maintaining adherence to CMS requirements and service standards. • Process Improvement: Partnered with cross-functional teams to identify process gaps, resolve recurring service issues, and improve operational workflows. • Documentation & Training Support: Collaborated with Training, Compliance, and Knowledge Management teams to support onboarding materials, process documentation, and operational guidance.
I supervised daily operations for a customer service team within a high-volume, CMS-regulated Medicare environment, focusing on team productivity, compliance, workflow efficiency, and service quality. Key Responsibilities • Operational Reporting: Developed daily and weekly performance reports to provide leadership visibility into productivity, quality, and service metrics. • Escalation Management: Resolved complex member inquiries and compliance-sensitive issues while ensuring adherence to CMS requirements and internal policies. • Training & Coaching: Facilitated onboarding and ongoing coaching for team members to improve process accuracy, compliance, and service quality. • Process Improvement: Collaborated with leadership and cross-functional teams to identify workflow challenges, improve operational processes, and enhance team effectiveness.