Specialist III, Knowledge Base

About Us:

Grow was born to tackle a critical challenge: making mental health care more effective and accessible for everyone. Since launching in 2020, 15 million sessions have started on Grow, and we've barely scratched the surface. We do it through a three-sided marketplace that empowers providers, augments insurance payors, and serves patients. Every solution we build reveals ten more waiting to be delivered, and that's just what gets us going. We've backed that ambition with more than $328M in funding, including our Series D at a $3B valuation from Sequoia Capital, Transformation Capital, TCV, SignalFire, Menlo Ventures, Goldman Sachs Alternatives, and others.

At Grow, the work you do can literally change someone's life. Your work here doesn't stay on a screen; it impacts whether someone can find, afford, and access quality care. That ambition sets us apart, and offers you an endless runway to impact one of the world's most urgent issues. We don’t have passenger seats here. Everyone is driving something that matters.

This work deserves real commitment. So if you thrive on meeting problems head on, untangling serious complexity, and working at pace with the sharpest yet kindest people around, you've come to the right place.

What You’ll Do

Own RCM knowledge and build for scale

• Create, edit, organize, publish, and retire internal guides, standard operating procedures, decision trees, job aids, and other knowledge resources, initially for RCM and, over time, for additional assigned domains.

• Translate complex payer rules, compliance requirements, product behavior, and operating processes into clear, action-oriented guidance for frontline and operational teams.

• Maintain logical content architecture, naming, metadata, ownership, and findability so users can locate and apply the right guidance quickly.

Keep content accurate and validated

• Manage the content lifecycle for assigned domains, including intake, prioritization, SME review, approval, publication, revalidation, version control, and retirement.

• Test priority content against real or representative cases to confirm it leads to the correct outcome without undocumented help; document gaps and drive them to resolution.

• Monitor product, policy, payer, process, and regulatory changes and coordinate timely updates before outdated guidance creates customer or operational risk.

• Use frontline feedback, quality findings, contact drivers, search behavior, and content-performance data to identify unclear, missing, duplicative, or outdated guidance.

Partner across teams

• Build trusted relationships with RCM leaders and subject matter experts, and with additional domain owners as the role generalizes—making ownership, decisions, dependencies, and approval timelines clear.

• Partner with Training and Quality to ensure onboarding, reinforcement, and evaluation materials reflect the current source of truth.

• Support launches and process changes by identifying knowledge impacts, documenting edge cases, and confirming frontline readiness.

• Escalate unresolved policy or process ambiguity and facilitate decisions when multiple teams own pieces of the same customer or operational journey.

Improve the knowledge system

• Track and report measures such as priority-content validation coverage, validation pass rate, change-update SLA, demand coverage, knowledge-assisted quality accuracy, and user feedback.

• Recommend improvements to templates, governance, workflows, and tooling that make knowledge easier to create, maintain, find, and use.

• Structure content so it can reliably support both human teammates and AI-enabled workflows as Grow’s knowledge ecosystem evolves.

• Communicate approved knowledge updates and workflow changes to the RCM team through appropriate channels, such as Slack or team meetings, in partnership with managers. This role owns the communication of changes; RCM managers retain ownership of change management, adoption, and adherence.

You’ll Be a Good Fit If

• 2+ years of experience in knowledge management, content operations, technical or process writing, RCM/insurance operations, support enablement, or a closely related field; equivalent demonstrated internal experience is welcome.

• Working knowledge of healthcare revenue-cycle or insurance operations, such as billing, claims, denials, collections, payer requirements, credentialing, eligibility, benefits, or related workflows.

• Strong written communication and editing skills, with the ability to turn complex or incomplete source material into concise, actionable guidance for different audiences.

• Experience partnering with subject matter experts and operational leaders to clarify ambiguity, document decisions, and move content through review and approval.

• A practical quality mindset: you can test whether guidance works, identify edge cases and risk, and revise content based on evidence rather than preference.

• Strong organization and ownership, including…