Documentation Intern

Position Overview

The Operations team seeks an intern to fulfill project requirements related to migrating and enhancing internal training content, transitioning customer-facing documentation to a new marketing-designed template, and organizing all internal support-related SOPs for leadership review.

This is a full-time position that will span over the course of 10 weeks. The program will start Monday, June 3rd, 2024 and end Friday, August 9th.

Who will love this job? 

• A self-starter who thrives in a collaborative, fast-paced environment 

• A creative problem solver who gets excited about leveraging a variety of resources to create solutions to technical issues 
• A team player who is always willing to help the group and enjoys working through challenges with colleagues from other teams within DrFirst 
• An enthusiastic learner who embraces the opportunity to learn about new products, technologies, and tools in a continuously evolving environment 

What you will work on

• Improve internal training by transitioning training content from NorthPass to Leapsome, facilitating the growth trajectory of Tier 1 and Tier 2 support representatives
• Transfer all customer-facing documentation to a newly designed marketing template
• Conduct an audit of internal support SOPs

Learning Goals:

• Learn how to effectively utilize the Leapsome platform for accessing training materials, completing assessments, and monitoring progress
• Assist in the development and implementation of targeted training programs within Leapsome to enhance support representatives’ skills in areas such as customer service, product knowledge, and troubleshooting techniques
• Contribute to the expansion of training programs beyond the initial 90 days for Tier 1 representatives to include advanced topics like product and systems training
• Participate in collecting feedback from support representatives and staff members to continually enhance training materials and delivery methods
• Gain insight into measuring the impact of training programs on key performance indicators (KPIs) such as customer satisfaction and employee retention rates
• Understand template design by gaining familiarity with the design principles and elements of the new marketing-designed template, including layout, typography, color scheme, and branding guidelines
• Enhance technical proficiency skills by utilizing software tools or platforms required for document creation and formatting
• Learn how to organize and structure documents effectively within the new template to enhance readability and accessibility for customers
• Acquire skills in migrating content from the old template to the new template while ensuring accuracy, consistency, and alignment with branding guidelines
• Understand the importance of quality assurance processes in document migration, including proofreading, formatting checks, and version control to maintain document integrity
• Practice effective communication and collaboration with team members, stakeholders, and subject matter experts to gather feedback, address concerns, and ensure alignment with project goals
• Learn how to gather feedback from stakeholders and end-users on the migrated documentation and use this feedback to iterate and improve the documentation further
• Gain a comprehensive understanding of what SOPs are, their importance in maintaining operational consistency, and their role in supporting internal support functions
• Learn how to systematically gather and organize SOPs from various sources, including digital repositories, shared drives, and individual team members, to create a centralized repository for easy access and review
• Understand the process of revising and updating older SOPs, including the importance of involving leadership in reviewing and approving changes to ensure alignment with current best practices and organizational goals
• Acquire basic project management skills, including task prioritization, time management, and progress tracking, to effectively manage the gathering, organization, and revision of SOPs within specified timelines

Qualifications

• Currently enrolled in or possessing a degree in Instructional Design, Technical Writing, English, Communications, Journalism, or a related field
• Successful completion of the Criteria Cognitive Aptitide Assessment with a passing score
• Ability to work a minimim of 40 hours per week
• Demonstrates proficiency in writing, with a keen eye for grammar, spelling, and punctuation
• Capable of crafting clear, concise, and accurate content
• Meticulous attention to detail as it is imperative for maintaining precision and consistency across documentation
• Familiarity with document creation tools such as Microsoft Word, Google Docs, or Adobe Acrobat
• Knowledgeable in markup languages like Markdown or HTML
• Effective collaboration skills
• Strong verbal and written communication abilities to gather information and clarify requirements effectively
• Capacity to juggle multiple tasks and meet deadlines concurrently. Organizational prowess and adept time management skills
• Flexible and receptive to learning new tools and methodologies

Physical Requirements

100% remote. 

About Organization

Since 2000, DrFirst has pioneered healthcare technology solutions and consulting services that securely connect people at touchpoints of care to improve patient outcomes. We create unconventional solutions that solve care collaboration, medication management, price transparency, and adherence challenges in healthcare. We unite the Healthiverse™ by providing our clients with real-time access to the information they need, exactly when and how they need it – so patients get the best care possible.

The “Healthiverse” is a term coined by DrFirst to describe our vision of a united healthcare universe where everyone is connected in real-time to each other and to the information they need, so patients get the best care. The vast Healthiverse includes patients, medical professionals and caregivers, hospitals, pharmacies, EHRs, payers, HIEs, pharmaceutical companies, and more. The expansiveness of the Healthiverse means that providers need better access to complete, clean, and consumable information to provide the best care for patients. DrFirst’s mission is to unite the Healthiverse with revolutionary products and services that close the gaps between information and people so that all sectors in healthcare can create better outcomes together.