Sagility combines industry-leading technology and transformation-driven BPM services with decades of healthcare domain expertise to help clients draw closer to their members. The company optimizes the entire member/patient experience through service offerings for clinical, case management, member engagement, provider solutions, payment integrity, claims cost containment, and analytics. Sagility has more than 25,000 employees across 5 countries.
The role will deliver quality knowledge articles in accordance with standard Knowledge Management and Technical Writing guidelines and practices uploaded into a central content management repository.
This role is part of the Knowledge Management governance team, responsible for ensuring KnowledgeXchange performs as intended, technology enhancements are tested and implemented consistently, and knowledge author performance related to platform use is monitored and maintained."
Job title:
Job Description:
Experience:
3+ years' experience with learning and content delivery supporting operational business or college degree in education, communications, technical writing, library science, or other social science field
Mandatory Skills:
3+ years' experience with learning and content delivery supporting operational business or college degree in education, communications, technical writing, library science, or other social science field, or
Experience with or strong exposure to Agentic Learning and AI-driven knowledge systems, with the ability to evaluate and optimize knowledge structures for both human and AI consumption
Preferred Skills:
Knowledge Management and Technical Writing practice certifications or willingness to obtain (preferred)
Project Management skills
Experience with use of knowledge content systems and/or digital repositories
Strong problem-solving and hypothesis-driven research capabilities.
Ability to translate insights into actionable strategies for KM and technology teams.
Detail-oriented with strong quality assurance and content management skills.
Familiarity with AI chatbot evaluation and KM platforms.
Ability to work collaboratively across knowledge and technology teams.
Excellent communication skills, both verbal and written
Requires strong consulting and relationship-building skills
Ability to lead, persuade, and influence
Ability to operate effectively within a fast-paced, multi-stakeholder governance environment, influencing outcomes without direct ownership of content.
Roles & Responsibilities:
Principal Responsibilities
Conduct strategic analysis and testing to validate improvements in AI-generated answers.
Partner with technology teams to test, validate, and govern knowledge platform enhancements, ensuring changes are implemented consistently and do not negatively impact AI performance or author workflows.
Oversee knowledge workflows within KnowledgeXchange to ensure consistent application of standards, efficient lifecycle management, and alignment between knowledge, process, and technology.
Identify, prioritize, and implement improvements based on diagnostic insights to enhance AI accuracy, user prompt behaviors, and system performance.
Support Enterprise Operations KM initiatives and goals by:
Provide governance, guidance, and close the loop on feedback to ensure knowledge content adheres to Knowledge Management and Technical Writing accuracy and standards.
Apply Knowledge Management & Technical Writing Practices:
Review and assess knowledge articles to identify quality, structural, and performance issues impacting AI responses and user experience, providing actionable recommendations to improve adherence to standards.
Reinforcing how knowledge management practices can deliver increased value and improve the service experience
Create, maintain, and optimize diagnostic trees as performance mechanisms to improve answer accuracy, navigation efficiency, and AI behavior.
General Safety and Security
Protects the organization’s assets by upholding the principles of the Quality Information Security Management System (QISMS).
Ensures confidentiality, integrity, and availability of information critical to fulfilling the organization’s business functions.
Location:
Skills Required
- 3+ years experience with learning and content delivery supporting operational business or college degree in education, communications, technical writing, library science, or other social science field
- Experience with or strong exposure to Agentic Learning and AI-driven knowledge systems, with the ability to evaluate and optimize knowledge structures
Sagility Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Sagility and has not been reviewed or approved by Sagility.
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Healthcare Strength — The company provides medical, dental, and vision coverage along with life insurance, short- and long-term disability, Flexible Spending Accounts, and an Employee Assistance Program. Policies also indicate coverage for dependents according to local regulations and include wellness and mental health initiatives.
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Retirement Support — A 401(k) with employer contribution is part of the standard package. Role descriptions and materials consistently reference retirement plan access alongside other core benefits.
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Leave & Time Off Breadth — Paid time off is provided, and formal leave types include maternity, paternity, adoption, and bereavement in line with local regulations. Additional flexibility elements such as hybrid or work-from-home arrangements are noted in some contexts.
Sagility Insights
What We Do
Sagility is a U.S.-based, tech-enabled healthcare business process management company that supports payers, providers, and their partners to deliver best-in-class operations, enhance the member and provider experience, improve the quality of care and promote health equity all while delivering cost-effective healthcare financial and clinical outcomes. Sagility Technologies uses a holistic consulting approach to identify the root causes of healthcare payer and provider pain points, analyze the issues, and provide a complete solution that encompasses people, process, and technology platform improvements. Equipped with a strategic solutions mindset, our core focus is on what most benefits the client. Combining healthcare operations and technology experience with advanced UI, UX, and analytics expertise, we develop and deploy customized solutions for our client’s business. Additionally, with our extensive global resources and facilities, we provide the best service/price ratio for any service outsourcing needs.
