Technical Writer

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ABOUT WELL HEALTH

Our Mission: Make healthcare the gold standard in customer service.

What We Deliver: WELL™ Health is a SaaS digital health leader in patient communications and the 2021 Best in KLAS winner in Patient Outreach. WELL Health’s intelligent communications hub is the only two-way digital health solution engaging patients throughout their entire care experience. WELL Health enables conversations between patients and their providers through secure, multilingual messaging in the patient’s preferred communications channel: texting, email, telephone, and live chat. By unifying and automating disjointed communications, WELL Health helps healthcare organizations drive more patient visits, build exceptional patient loyalty, and reduce staffing costs, frustration and turnover. 

Our Impact: WELL Health helps 200k+ healthcare providers facilitate more than 1 billion messages for 30+ million patients annually. 

Our award-winning culture: In 2021, WELL Health was named #10 on the Forbes list of America’s Best Startup Employers and was also recognized as one of the Best Midsize Companies to Work for in Los Angeles by Built In LA. Additionally, WELL is proud to recently be named #484 on the Inc. 5000 list of fastest growing private companies. In 2020, WELL Health was named among the Best Places to Work by Modern Healthcare.

SUMMARY 

WELL is looking for a talented Technical Writer to join our Account Management team. As the Technical Writer, you will report directly to our Director of Customer Support, and play a critical role in ensuring client happiness. 

The initial focus of this role will be creating durable customer-facing documentation for self-service. Dependent on business needs, you will also be responsible for creating other items like release notes, and writing for technical partners, should those needs arise.

You are deadline and data-driven, and you have strong independent working skills while still effectively working cross-functionally with other departments. You are comfortable working in a fast-paced environment, and excited about working at a hyper-growth organization. 

RESPONSIBILITIES

  • Partner with the Product and Engineering teams to assist with planning and tracking documentation work to meet product releases and client deliverables
  • Creating and curating through editorial oversight the internal WELL knowledge base 
  • Collaborate with Customer Support, Account Management, Product, Client Training, Software Engineering, and BI teams to carry out extensive discovery in order to create documentation that communicates information in a clear, concise manner 
  • Help establish a consistent voice and communicate information through documentation
  • Analyze the target audience and craft documents to best meet the audience’s level of knowledge
  • Participate with other stakeholders to create and ensure adherence to a WELL style guide

REQUIREMENTS 

  • 4+ years technical writing experience within a SaaS company
  • Excellent reading comprehension, listening, and writing skills that drives you to produce world-class content
  • Ability to create a positive customer experience by writing comprehensive and easily understood WELL product releases 
  • Experience working with technical teams in an Agile environment
  • Find knowledge gaps that will benefit customers and team members alike
  • Experience producing short-form content: user briefs, tip sheets, troubleshooting guides, FAQs, and knowledge base.
  • Experience with Salesforce Knowledge Base, Confluence, and JIRA (or similar tools)
  • Comfortable working as a solo producer within a team context

BONUS 

  • Bachelor's Degree in English, Communication, Journalism, or related field
  • Knowledge of healthcare workflows
  • Experience writing for a non-technical audience
  • Experience with HTML and creating web media content including infographics
  • Experience building a customer-facing communication process or tool including release notes

LOCATION

WELL is headquartered in Santa Barbara, CA, with a second office in Boston, MA. If you are located near one of our offices, we ask that you come onsite on a regular cadence. If you do not, this role is 100% remote. #LI-Remote

WORKING AT WELL

  • Fantastic company culture – frequent Zoom company events (Lunch & Learns, trivia, yoga, etc.) and daily fun brought to you by many creative Slack channels.
  • Employee equity groups – 11 groups available for all to join. Black & Latinx, Women, LGBTQ+, Disability, and many more!
  • Learning and development – frequent events and tools available to help our employees #PursueGrowth.
  • Career mobility – we promote from within and have opportunities for employees to transfer between teams. 
  • Santa Barbara office perks dog-friendly office, healthy (and unhealthy) snacks, Kombucha and beer on tap, light-filled space, standing desks, and the occasional taco truck.
  • Company perks and benefits MacBook Pro provided, unlimited PTO, generous equity package and full health benefits (medical, dental, and vision).

Interested in learning more? Please visit our LinkedIn page or our Life at WELL Instagram (@wellhealthinc). To hear firsthand what it’s like to work at WELL, please view this team video

Committed to Diversity, Equity, and Inclusion

WELL Health Inc. is an Equal Opportunity Employer and is committed to fair and equitable hiring practices. All hiring decisions at WELL are based on strategic business needs, job requirements and individual qualifications. All candidates are considered without regard to race, color, religion, gender, sexuality, national origin, age, disability, genetics or any other protected status. 

Even if you do not meet 100% of the criteria, we encourage you to apply. 

With that said, research shows that women and other underrepresented groups apply only if they meet 100% of the criteria. WELL Health is committed to leveling the playing field, and we encourage you to apply for positions even if you do not meet 100% of the criteria. We would love to connect with you and see if you would be a great fit for our role! 

We’re dedicated to creating an inclusive, equitable, and diverse workplace, where everyone feels safe to be themselves and diversity is a strength. WELL is committed to providing employees with a work environment free of discrimination and harassment; WELL will not tolerate discrimination or harassment of any kind.

Candidates should be aware that WELL Health currently maintains a policy requiring all employees (Resident, Mobile and Remote) to be fully vaccinated. New employees should be fully vaccinated by their start date. WELL Health is an equal opportunity employer, and will provide reasonable accommodation to those unable to be vaccinated where it is not an undue hardship to the company to do so as provided under federal, state, and local law.


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Candidate Location Eligibility:
Albuquerque, NM
Ann Arbor, MI
Atlanta, GA
Austin, TX
Baltimore, MD
Baton Rouge, LA
Birmingham, AL
Boise, ID
Boston, MA
Buffalo, NY
Charleston, SC
Charlotte, NC
Chicago, IL
Cincinnati, OH
Cleveland, OH
Colorado, CO
Columbus, OH
Dallas-Fort Worth, TX
Dayton, OH
Des Moines, IA
Detroit, MI
Fayetteville-Springdale-Rogers, AR
Greensboro, NC
Hampton Roads, VA
Hartford, CT
Houston, TX
Huntsville, AL
Indianapolis, IN
Jacksonville, FL
Kansas City, MO
Las Vegas, NV
Lexington, KY
Lincoln, NE
Little Rock, AR
Los Angeles, CA
Louisville, KY
Madison, WI
Memphis, TN
Miami, FL
Milwaukee, WI
Minneapolis–Saint Paul, MN
Nashville, TN
New Orleans, LA
New York City, NY
Ogden, UT
Oklahoma City, OK
Omaha, NE
Orlando, FL
Other US Location
Palm Bay-Melbourne-Titusville
Pensacola, FL
Peoria, IL
Philadelphia, PA
Phoenix – Mesa – Scottsdale, AZ
Pittsburgh, PA
Portland, ME
Portland, OR
Providence, RI
Provo, UT
Raleigh-Durham, NC
Reno, NV
Richmond, VA
Rochester, NY
Sacramento, CA
Salt Lake City, UT
San Antonio, TX
San Diego, CA
San Francisco, CA
San Luis Obispo, CA
Santa Cruz, CA
Seattle, WA
Spokane, WA
St. Louis, MO
Tallahassee, FL
Tampa Bay, FL
Tucson, AZ
Tulsa, OK
Washington DC
Wichita, KS
Wilmington, NC

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
  • People Operations
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • TypeScriptLanguages
    • ReactLibraries
    • ReduxLibraries
    • Apollo ClientLibraries
    • DjangoFrameworks
    • ExpressFrameworks
    • KafkaFrameworks
    • Next.jsFrameworks
    • Node.jsFrameworks
    • TensorFlowFrameworks
    • Temporal.ioFrameworks
    • PostgreSQLDatabases
    • RedisDatabases
    • AWS (Amazon Web Services)Services
    • FigmaDesign
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • FigmaDesign
    • AsanaManagement
    • ConfluenceManagement
    • JIRAManagement
    • TrelloManagement
    • CodaManagement
    • Lucid ChartManagement
    • ZendeskManagement
    • WordpressCMS
    • SproutSocialCMS
    • SEMrushCMS
    • SeismicCMS
    • DocuSignCRM
    • LinkedIn SalesNavigatorCRM
    • SalesforceCRM
    • Salesforce CPQCRM
    • Salesforce PardotCRM
    • SalesloftCRM
    • GrooveCRM
    • GongCRM
    • ZoomInfoLead Gen
    • RybbonLead Gen
    • SurveymonkeyLead Gen
    • ClariLead Gen
    • 6SenseLead Gen
    • SlackCollaboration
    • ZoomCollaboration
    • Google SuiteCollaboration
    • AsanaProject Management

An Insider's view of Artera

What’s the vibe like in the office?

Artera's office is an open, collaborative space from the top down -- situated in the heart of downtown SB! Impromptu coffee walks to Dune with members of the C-Suite happen regularly, and everyone who comes in knows each other by name and has likely had lunch together at our local cafe -- Savoy!

Reid

Regional Sales Director

What kinds of technical challenges do you and your team face?

At the current growth stage of Artera, the biggest technical challenge we face is scaling. As a software engineer, it's an exciting time to be a part of the team. I have a direct role in helping us as we continue to grow and expand our tech stack to scale the organization to the next stage.

Anav

Senior Software Engineer

What unique initiatives do you have that encourage innovation?

At Artera, we believe in purposeful innovation. We embed engineers in the product discovery phase so they learn more about the problems to solve. These engineering anchors have the empowerment to help us innovatively solve problems and is where critical innovation takes place for us.

Ashu

SVP of Engineering

What are Artera Perks + Benefits

Artera Benefits Overview

At Artera, we recognize that our employees lead full lives in and outside of work and need our support both personally and professionally to truly achieve success. We invest in effective, accessible benefits and programs to support all of our employees by nurturing their whole selves.

Artera benefits and cultural offerings are robust— and all have the intent to support different aspects of our employees’ lives:

Low cost medical, dental & vision plans: 5 medical plan options, one of which is available at no monthly cost to employees.

Groundbreaking access to mental health support: Employees on Artera’s healthcare plans can enjoy a $0 co-pay for in-network mental health visits and free, unlimited access to on-demand services like Ginger, Talkspace and MDLive.

Fertility benefits for family planning: Artera offers a $10,000 lifetime credit for a variety of fertility diagnostic and treatment services for each individual on one of our insurance plans.

Robust & easy parental leave: Our parental leave benefits are truly comprehensive, and include:
*Up to 16 weeks of paid parental leave at 100 percent of base salary for all parents (birthing, non-birthing, and adoptive) welcoming a new child into their family.
*30 days of $30 worth of food delivery.
*Super simple leave planning and management with Cocoon.
*Childcare stipend for up to 3 months.

Remote-friendly, hybrid work environment: The future of work is now! Artera is a Santa Barbara-headquartered, remote-friendly company that supports a hybrid way of working. Our primary way of working is not based on all employees in one office every day, allowing us to continually increase the diversity, experiences, and perspectives of our team. Our employees live and work all around the world, with additional offices in Philadelphia and Budapest, Hungary!

Career development opportunities: We provide customized learning experiences to strengthen innovation, creativity, empathy and leadership capabilities alongside critical technology skills. Our goal is to ensure all of our employees have the ability to thrive and succeed in their roles and beyond.

A few ways we #PursueGrowth at Artera:
*Learning and development funds
*Manager training and development
*Performance development check-ins in real-time

Diversity, equity, inclusion & belonging: Artera employees bring their full selves to work. Our multicultural, employee-led ‘Employee Resource Groups’ (ERGs) reflect our dedication to creating an inclusive, equitable, and diverse workplace. Everyone is welcome to join any group as an identifying member or as an ally.

Culture
Volunteer in local community
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Pair programming
Open office floor plan
Employee resource groups
Employee-led culture committees
Quarterly engagement surveys
In-person all-hands meetings
For people who are based in Santa Barbara, we encourage them to join our meetings at the office! We usually have some type of treat provided.
In-person revenue kickoff
President's club
Employee awards
Flexible work schedule
Remote work program
Diversity
Mandated unconscious bias training
All employees are required to complete unconscious bias training at the start of their employment and every two years thereafter.
Mean gender pay gap below 10%
Diversity employee resource groups
Available groups: Women, Black & Latinx, South Asian, Asian, & Pacific Islander, Indigenous People, Inter-Faith, Parents, Disability, Veterans, and LGBTQIA+.
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Employees may contribute to a medical or dependent care FSA up to IRS limits to use pre-tax funds for eligible expenses.
Disability insurance
With our Short-Term and Long-Term Disability plan you can rest easy knowing that you are covered if you become injured or too sick to work.
Dental insurance
Artera will contribute 80% for employee premium and 50% of dependent premiums. Coverage includes Orthodontia for adults and children.
Vision insurance
Artera contributes 80% for employee premiums and 50% of dependent premiums. Coverage includes eye exams, lenses, and frames every calendar year with a yearly allowance for lenses/frames or contacts.
Health insurance
Artera will contribute 100% of employee premium and 75% of dependent premium of the Medical Mid Plan. HSA eligible HDHP option also available.
Life insurance
Artera pays 100% of annual base salary to beneficiaries. Additional voluntary life insurance is also available.
Pet insurance
Artera offers pet insurance through Wishbone Pet Insurance as a voluntary benefit. Premiums are employee paid.
Wellness programs
Monthly wellness topics through Artera’s wellness app, GoPivot, that offers fun and impactful ways to improve all areas of your health through education, activities, and challenges.
Team workouts
Employees participate in occasional group meditation and yoga sessions. All employees have access to GoPivot, Artera’s wellness app that encourages team challenges such as step, sleep and workouts.
Mental health benefits
Employees on Artera medical plans can take advantage of $0 co-pay for in-network mental health visits and unlimited access to online on-demand support services. An EAP is available to all employees.
Financial & Retirement
401(K)
Employers have access to Artera’s 401(k) plan with both traditional and Roth 401(k) contribution options to help save for retirement in a tax-advantaged way.
Company equity
Artera offers stock options through its equity grant plan that vest over a four-year period with a one-year cliff.
Child Care & Parental Leave Benefits
Childcare benefits
We offer many generous benefits to our parents including a generous leave policy, food delivery and childcare stipends.
Generous parental leave
Our parental leave program currently exceeds FMLA standards.
Family medical leave
Fertility benefits
A $10,000 lifetime credit for a variety of fertility diagnostic and treatment services for each individual on an Artera Cigna plan.
Vacation & Time Off Benefits
Generous PTO
We offer a flexible time off policy to all US employees.
Paid volunteer time
We encourage employees to give back to their communities in the best way they see fit. Flexibility with our time off policy allows employees to volunteer during normal business hours.
Paid holidays
Paid sick days
All full-time employees in the US receive 10 sick and safe time days to use per year. Part time employees are granted 7 sick and safe time days plus additional time as required by state law
Flexible time off
Bereavement leave benefits
Company-wide vacation
We currently do a company closure for winter break between Christmas and New Years.
Office Perks
Commuter benefits
Company-sponsored outings
Social virtual and hybrid events are hosted by our Connected Employee Committee to foster relationships between peers.
Free snacks and drinks
Employees in the Santa Barbara office are welcome to enjoy a variety of snacks and drinks in the office.
Company-sponsored happy hours
Onsite office parking
We offer employees free on-site parking in our lot, and a parking subsidy for when the lot is full.
Pet friendly
Relocation assistance
Home-office stipend for remote employees
Artera’s WFH stipend and equipment reimbursements (monitor, keyboard, mouse, etc.) are offered to all new employees to set up their home office.
Mother's room
Professional Development Benefits
Job training & conferences
Promote from within
Mentorship program
Continuing education available during work hours
Online course subscriptions available
Customized development tracks
Paid industry certifications

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