Knowledge Operations Specialist

Position Overview

Clipboard Health is seeking its first Knowledge Operations Specialist to establish and enhance the company's internal knowledge ecosystem. This role is crucial for ensuring the clarity, accuracy, and effectiveness of internal documentation, including Standard Operating Procedures (SOPs). The specialist will manage real-time consultations from internal teams, identify and address documentation gaps, and simplify complex processes for easy understanding, even for those without a healthcare background. This position combines documentation, systems thinking, and operational triage to empower teams with accessible knowledge for faster decision-making and reduced risk.

About Clipboard Health

Clipboard Health is a rapidly growing Series C marketplace dedicated to improving the lives of healthcare professionals by connecting them with opportunities. Our app-based platform allows professionals to book on-demand shifts and healthcare facilities to access on-demand talent. We are a leader in the Long Term Care vertical and are expanding into other sectors like Dental Offices and Schools. As a Y Combinator Top Company with a global, remote team of over 600 people, we have been profitable since 2022. We facilitate millions of shifts annually across the US, serving tens of thousands of professionals each year. We are looking for talented individuals to join us in our mission to lift people up the socioeconomic ladder.

Learn more about us on our website.

Responsibilities

• SOP Management: Create, audit, and update internal SOPs and operational content to ensure clarity, accuracy, and usability.
• Consultation Handling: Triage real-time Slack consultations from internal team members (Support, CX, Ops), find answers, or identify documentation gaps.
• Root Cause Analysis & Recommendation: Investigate unclear processes, surface documentation breakdowns, and propose improvements to existing SOPs.
• Knowledge Audits: Identify outdated, inconsistent, or redundant knowledge and proactively clean it up.
• User-Centric Documentation: Write SOPs that are intuitive and clear, enabling individuals with no prior context to follow them successfully.
• Cross-functional Collaboration: Work closely with Subject Matter Experts (SMEs), Support, and Ops teams to gather accurate information and validate updates.

Requirements

• Experience or sound knowledge in documentation, knowledge operations, support enablement, or process improvement.
• Strong writing skills: Emphasis on clarity, structure, and tone, in addition to grammar.
• Experience writing SOPs, help articles, or internal documentation.
• Comfortable simplifying complex processes into plain English.
• Detail-oriented, highly organized, and capable of managing multiple ongoing documentation tasks.
• Bonus: Experience working in support or operations, or handling internal stakeholder requests.
• Bonus: Familiarity with tools such as Confluence, Notion, Zendesk, Google Docs, Zapier, and Jotform.

System Requirements

• 15+ Mbps wired internet connection
• CPU: Minimum i5 (8th gen or higher), AMD Ryzen 5 2000 series or higher, or Apple M1
• RAM: 12GB minimum (16GB preferred)
• Noise-canceling headset
• Power backup and a quiet working environment

Why This Role Matters

Clear knowledge empowers fast and confident execution. Your work in this role will directly enhance our team's efficiency, bridge knowledge gaps, and ensure healthcare professionals receive timely and accurate service. As Clipboard Health's first dedicated hire for documentation quality and consultation management, you will play a foundational role in building this critical function.

What Success Looks Like

• Internal teams receive fast, helpful answers from your SOPs and consultation responses.
• SOPs are consistently updated, logically structured, and easy to follow.