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 individuals without prior healthcare experience. This position combines documentation, systems thinking, and operational triage to improve team speed, reduce risk, and facilitate better decision-making.

About Clipboard Health

Clipboard Health is a rapidly growing Series C marketplace dedicated to improving socioeconomic mobility for healthcare professionals. Our app-based platform connects healthcare facilities with on-demand talent, enabling professionals to book shifts and facilities to access needed staff. We are a leader in the Long Term Care vertical and are expanding into other sectors like Dental Offices and Schools. Recognized as a YC Top Company, we operate with a global, remote team of over 600 individuals and have been profitable since 2022. We facilitate millions of shifts annually across the US, serving tens of thousands of healthcare professionals.

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• Knowledge Audits: Identify outdated, inconsistent, or redundant knowledge and proactively clean it up.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 enough for individuals with zero prior context to follow 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, with a focus on clarity, structure, and tone, in addition to grammar.
• Proven experience writing SOPs, help articles, or internal documentation.
• Ability to follow instructions precisely and simplify complex processes into plain English.
• Detail-oriented, highly organized, and capable of managing multiple ongoing documentation tasks.

Bonus Qualifications

• Experience working in support or operations roles.
• Experience handling internal stakeholder requests.
• Comfort 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.
• 12GB RAM minimum (16GB preferred).
• Noise-canceling headset.
• Power backup and a quiet working environment.

Why This Role Matters

Clear knowledge empowers fast and confident execution. This role directly contributes to improving team efficiency, closing knowledge gaps, and ensuring 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.

Employment Type

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Salary

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Location Type

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Company Information

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