Knowledge Management Specialist, Amazon One Medical Customer Care

This Knowledge Management Specialist, Amazon One Medical Customer Care position is with Amazon in Tempe, AZ. As Amazon One Medical continues to grow and enhance the primary care experience, we are looking for dedicated and skilled leaders to oversee the people, processes, and technology that set us apart. As a Knowledge Management Specialist, you will play a key role in ensuring Amazon One Medical delivers high-quality care, seamless access, and patient-centered experiences at an affordable cost. Your primary responsibility will be to support Amazon One Medical's mission by developing, maintaining, and optimizing knowledge resources, process documentation, and content that enable high-quality care and service. You will create and maintain knowledge databases, establish process standards, and help ensure consistent, high-quality member interactions through CI-CARE, a framework that defines the key elements of effective communication with patients and team members. You will partner with cross-functional stakeholders to identify knowledge gaps, improve content accuracy, drive process improvements, and foster a culture of knowledge sharing through clear documentation and scalable resources. The ideal candidate is a strong and innovative problem solver who is detail-oriented and driven to create scalable, efficient processes. They are a self-starter with excellent written communication skills, a continuous improvement mindset, and a passion for creating clear, accurate, and user-friendly content. They thrive in a fast-paced environment, collaborate effectively across teams, and are committed to delivering an exceptional experience for both patients and team members. If you are looking for your next opportunity with an emphasis on knowledge management, content strategy, continuous improvement, and operational excellence at an organization transforming healthcare, we would love to connect with you. This is a full-time, hourly, in-person position based at the Amazon One Medical Customer Care Center in Tempe, AZ. Key job responsibilities - Support the development, maintenance, and optimization of operational processes, standard work procedures, process flows, and knowledge resources to improve consistency, efficiency, and quality across Centralized Support operations. - Own the creation, organization, and continuous improvement of knowledge management content, including knowledge base articles, process documentation, and operational resources that enable team members to deliver high-quality patient and colleague experiences. - Partner with cross-functional stakeholders and subject matter experts to identify knowledge gaps, improve content accuracy, and ensure resources are scalable, accessible, and aligned with evolving business needs. - Support the design and refinement of training and onboarding materials by ensuring learning resources, documentation, and knowledge assets are accurate, clear, and easy for team members to use. - Serve as a process and knowledge management subject matter expert for Centralized Support Specialists, identifying workflow challenges, escalating process gaps, and supporting continuous improvement initiatives. - Create and maintain eGain knowledge content for diverse audiences while monitoring content effectiveness, adoption, and key operational metrics such as KPIs and training compliance. A day in the life In this role, you'll focus on building and optimizing knowledge databases and process documentation that support our care delivery teams. You'll work with our CI-CARE framework, a communication approach that defines how we interact effectively with patients and colleagues, to ensure clear, accurate guidance is available when needed. Throughout your day, you might collaborate with clinical teams to identify knowledge gaps, partner with operations to streamline documentation, or refine existing content based on feedback from those using it. You'll also engage with cross-functional stakeholders to understand their needs and translate those insights into user-friendly resources that drive consistency across our organization. About the team We're a growing team dedicated to supporting Amazon One Medical's mission of delivering high-quality, accessible primary care. Our work centers on creating the systems and resources that enable our care teams to provide exceptional experiences for every patient. We believe that clear documentation, thoughtful processes, and shared knowledge are foundational to operational excellence and patient satisfaction. As a member of our team, you'll contribute to building scalable solutions that support both our clinical and administrative staff, helping us continuously improve how we serve our patients and communities. Basic Qualifications - Knowledge of Microsoft Office Suite (Excel, Word, SharePoint, and PowerPoint) - At least 2 years of experience in content management and development OR 1 year of experience in a patient-centered role within a multi-state primary healthcare company. - Proven experience creating, managing, and improving content, communications, and learning resources that support customer or patient-facing teams. - Strong written and verbal communication skills, with the ability to effectively present information and collaborate with cross-functional stakeholders. - Experience developing process workflows, standard operating procedures (SOPs), performance tracking mechanisms, and feedback loops to drive continuous improvement. Preferred Qualifications - Proven ability to create a strong, collaborative environment that supports knowledge sharing and ensures an engaging experience for team members. - Experience with MAX Agent, Nice-InContact, G Suite, Electronic Health Record (EHR) systems, and knowledge management platforms. - Previous experience in healthcare, especially within patient-centered environments and partnering with clinical teams. - Contact center experience with an understanding of customer-facing operations, support workflows, and the knowledge needs of frontline teams. - Strong analytical and organizational skills with the ability to prioritize multiple tasks, manage complex information, and identify opportunities for process improvement. - Familiarity with knowledge management frameworks, content governance practices, and systems used to create, maintain, and optimize knowledge resources. Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner. The starting pay for this position is listed below. Final starting pay will be based on factors including experience, qualifications, and location. Starting Day 1 of employment, Amazon offers EAP, Mental Health Support, Medical Advice Line, 401(k) matching. Learn more about our benefits at https://hiring.amazon.com/why-amazon/benefits. USA, AZ, Tempe - 15.00 - 26.00 USD hourly