**Job Description** **UWMedicine Contact Center** has an outstanding opportunity for a **Knowledge Specialist** _WORK SCHEDULE_ Full Time Remote _DEPARTMENT DESCRIPTION_ The UW Medicine Contact Center is a high-volume, mission-critical operation handling over 1.4 million calls annually and supporting approximately 200 clinics. The Knowledge Management function ensures that nearly 150 Contact Center staff have access to accurate, up-to-date, and clearly documented information. This enables efficient service delivery and supports continuous improvement across the health system. The **Knowledge Specialist** plays a key role in maintaining the knowledge platform, collaborating with stakeholders, and driving innovation in how information is accessed and used. _POSITION HIGHLIGHTS_ + Lead Knowledge Platform Development + Owns the creation, editing, and maintenance of the Contact Center’s knowledge base. Ensures all articles are accurate, clear, and regularly reviewed to support staff in delivering consistent, high-quality service. + Cross-functional Collaboration & Innovation + Partners with ITS, Access & Innovation, clinic designees, and leadership to integrate advanced tools, capture relevant updates, and report on knowledge activity. Drives improvements through quarterly reporting and stakeholder engagement. + Performance Monitoring & Continuous Improvement + Uses analytics, staff feedback, and quality audits to assess the effectiveness of knowledge tools. Provides actionable insights to stakeholders to enhance usability and impact. _PRIMARY JOB RESPONSIBILITIES_ + Develop and maintain Contact Center knowledge platform. Draft, edit, and publish new knowledge articles as needed; keep all published articles up to date through scheduled review cycles and ad-hoc changes. + Partner with ITS and other stakeholders to ensure the latest search and automation tools are available to Contact Center team members and provide the correct information when queried. + Partner with Access & Innovation team members, clinic designees, and Contact Center leadership to ensure relevant information is captured and updates are completed in a timely manner, providing quarterly reports of update activity and areas of concern / opportunity. + Monitor effectiveness of knowledge tools using analytics, staff feedback, and quality audits to provide regular reports to stakeholders and drive ongoing improvement efforts. _REQUIRED QUALIFICATIONS_ Bachelor’s Degree in a field related to the role 3-5 years experience in knowledge management, content management, or an advanced role within an inbound call/contact center in a healthcare environment. OR An equivalent of education/experience will substitute for all minimum qualifications except when there are legal requirements, such as a license/certification/registration. **Compensation, Benefits and Position Details** **Pay Range Minimum:** $61,368.00 annual **Pay Range Maximum:** $92,064.00 annual **Other Compensation:** - **Benefits:** For information about benefits for this position, visit https://www.washington.edu/jobs/benefits-for-uw-staff/ **Shift:** First Shift (United States of America) **Temporary or Regular?** This is a regular position **FTE (Full-Time Equivalent):** 100.00% **Union/Bargaining Unit:** Not Applicable **About the UW** Working at the University of Washington provides a unique opportunity to change lives – on our campuses, in our state and around the world. UW employees bring their boundless energy, creative problem-solving skills and dedication to building stronger minds and a healthier world. In return, they enjoy outstanding benefits, opportunities for professional growth and the chance to work in an environment known for its diversity, intellectual excitement, artistic pursuits and natural beauty. **Our Commitment** The University of Washington is proud to be an affirmative action and equal opportunity employer (https://hr.uw.edu/eoaa/) . All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, protected veteran or disabled status, or genetic information. To request disability accommodation in the application process, contact the Disability Services Office at 206-543-6450 or dso@uw.edu . Applicants considered for this position will be required to disclose if they are the subject of any substantiated findings or current investigations related to sexual misconduct at their current employment and past employment. Disclosure is required under Washington state law (https://app.leg.wa.gov/RCW/default.aspx?cite=28B.112.080) . University of Washington is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to, among other things, race, religion, color, national origin, sexual orientation, gender identity, sex, age, protected veteran or disabled status, or genetic information.