Knowledge Content Specialist

We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time.

Position Summary

The Knowledge Content Specialist is responsible for developing, maintaining, and governing high‑quality, frontline‑ready knowledge content that enables accurate, consistent, and compliant execution of operational processes. This role serves as a core content author and project lead, translating complex, policy and operational information into clear, actionable guidance. The Specialist partners closely with subject matter experts (SMEs), Training, and operational stakeholders to ensure knowledge resources are current, accessible, and aligned with business objectives, while applying structured project management and content governance practices to manage demand, quality, and delivery.

Primary Job Duties & Responsibilities:

• Serve as the primary author and owner for knowledge articles, job aids, decision trees, and visual decision flows supporting frontline operations.

• Translate complex policy, regulatory, and operational changes into concise, plain‑language content that is accurate, compliant, and actionable.

• Lead content initiatives using project management best practices, including scoping work, developing project plans, defining milestones, managing timelines, and identifying risks and mitigation strategies.

• Manage version control, approvals, and timely content updates in alignment with content governance standards and audit requirements.

• Apply information design standards to ensure consistency, readability, and usability across all knowledge assets.

• Create and maintain visual artifacts such as decision flows, quick reference cards, and job aids to support efficient frontline decision‑making.

• Monitor content quality and effectiveness through routine reviews, audits, and frontline feedback; identify knowledge gaps and implement improvements.

• Communicate project status, risks, dependencies, and deliverables to stakeholders, ensuring clarity of roles, expectations, and outcomes.

• Collaborate with Training and operational partners to support reinforcement materials, learning integration, and adoption of knowledge content.

• Apply continuous improvement practices to enhance content processes, tools, and methodologies, driving efficiency, scalability, and quality.

Required Skills & Competencies:

• Demonstrated ability to translate complex, regulated information into clear, concise, frontline‑ready written content.

• Working knowledge of project management principles, including planning, execution, prioritization, risk identification, and stakeholder communication.

• Strong problem‑solving and decision‑making skills with exceptional attention to detail and accuracy.

• Proven experience collaborating with subject matter experts and cross‑functional partners.

• Ability to manage multiple priorities and deliver high‑quality work in a fast‑paced environment.

• Strong discipline in version control, documentation standards, and content governance.

• Proficiency in information design and use of visual artifacts to enhance comprehension and decision‑making.

Required Qualifications:

• 5+ years' experience in customer service, call center, or healthcare industry

• 3-5 years experience developing and delivering training curriculum

• Project Management Professional (PMP) certification or equivalent experience.

Preferred Qualifications:

• Previous experience working directly with Resources For Living operations

• Valid, unrestricted, independent professional behavioral health clinical license, active and in good standing, to practice per applicable state regulations in the state of residence.

• Preferred licenses include one or more of the following (or equivalent):

  • Licensed Professional Counselor (LPC), Licensed Marriage and Family Therapist (LMFT), Licensed Clinical Social Worker (LCSW), Licensed Mental Health Counselor (LMHC), Licensed Clinical Mental Health Counselor (LCMHC), Licensed Independent Clinical Social Worker (LICSW), Licensed Independent Social Worker (LISW), Clinical Psychologist

Education

• Bachelor’s degree preferred, or an equivalent combination of education, specialized training, and relevant professional experience.

Anticipated Weekly Hours

Time Type

Pay Range

The typical pay range for this role is:

This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls.  The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors.  This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above. 
 

Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.

Great benefits for great people

We take pride in offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families.

Additional details about available benefits are provided during the application process and on Benefits Moments.

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.