We’re looking for a highly organised, detail‑driven Process Documentation Specialist to join us on a 6‑month fixed term contract. This is a brand-new role at Healix, created to support the implementation of our newly designed international medical assistance operating model.
If you’re someone who can turn complex operational processes into clear, user‑ready documentation — and you enjoy working collaboratively across multiple teams — this is an exciting opportunity to shape how our global operations work day-to-day.
About the Role
As our Process Documentation Specialist, you’ll be responsible for producing a complete, controlled suite of operational documents (SOPs, Working Instructions, Crib Sheets, User Guides, workflows) that will guide safe, consistent, high‑quality delivery across the case lifecycle.
Your work will enable standardisation, support training and onboarding, strengthen clinical governance and quality assurance, and ensure operational readiness for go‑live.
What You’ll Bring
Experience & Skills
Proven experience writing operational documentation, SOPs, or similar process materials.
Strong analytical thinking with a solid understanding of governance principles.
Ability to constructively challenge, refine, and improve processes.
Excellent MS Office skills — especially Word, PowerPoint, and Excel — with an eye for high‑quality visuals and formatting.
Confidence using AI tools, including Microsoft Copilot.
Strong communication and interpersonal skills, with the ability to collaborate across multiple teams and levels.
Ability to juggle multiple tasks and deliver high‑quality work at pace.
Exceptional attention to detail and dedication to producing polished, accurate documentation.
Reliable delivery against agreed objectives and standards.
Qualifications
A relevant Bachelor’s degree (e.g., Business Administration, Management, Law, or related fields) is beneficial but not essential — experience matters most.
How We Work at Healix
Our values shape how we collaborate, make decisions, and support our clients and each other:
Put People First – Care and wellbeing guide everything we do.
Think Independently – Use expertise, judgement, and integrity to make sound decisions.
Earn Trust – Act with transparency, respect, and reliability.Every role at Healix is also underpinned by our core competencies:
Accountability • Collaboration • Communication • Problem Solving • Resilience
Why Join Us?
This is a unique opportunity to be at the heart of a major transformation programme, ensuring our new operating model is ready for implementation and set up for long-term success. Your work will have a direct impact on quality, consistency, and the experience of colleagues and clients across the globe.
If you’d like to use your documentation expertise to help shape a safer, smarter, more consistent operational future at Healix, we’d love to hear from you.
About The Role
What You’ll Be Doing
You will:
Plan and deliver the full documentation pack for our new operating model, covering all case types and operational desks.
Facilitate interviews, workshops, and workflow observations with subject matter experts to elicit accurate process details.
Produce clear, consistent SOPs, Working Instructions, Crib Sheets, and process maps using agreed governance templates and terminology.
Map process inputs/outputs, roles and responsibilities (incl. RACI), SLAs, controls, and escalation paths.
Work closely with our Quality team to embed quality controls, clinical governance touchpoints, and data protection requirements.
Create easy‑to‑follow workflows (e.g., swim lanes) that show handoffs across teams, time zones, and complexity levels.
Apply full document controls, including versioning, approvals, change logs, and maintenance of a centralised repository.
Coordinate cross‑functional reviews with Customer Operations, Medical, Security, L&D, and Customer Success.
Collaborate with Learning & Development to convert procedures into training materials.
Support pilots, UAT, and go‑live by updating documents based on lessons learned, and issuing release notes.
Work with the Governance Officer to define a BAU handover, including maintenance cycles and adherence KPIs.Required Criteria
Experience of writing operational documentation and Standard Operating Procedures (SOPs)
Strong analytical and problem-solving skills with a keen understanding of governance principles and practices
Desired Criteria
A Bachelor’s degree in a field relating to Healix services and / or Business Administration, Management, Law, or a related field would be beneficial, but not essential.
Skills Needed
About The Company
We offer UK employee healthcare benefits, and travel, medical and security assistance in every corner of the globe. Our purpose is to help people in difficult situations – whether that’s a cancer diagnosis, a need for medical assistance when they’re far from home, or being caught up in conflict or natural disaster. We talk to them, support them, and make sure they get the help they need. If necessary, we’ll pull them out and bring them home.
We’re co-ordinators and problem-solvers: experts at navigating the global health and security landscape. Our teams of doctors, nurses, travel and medical co-ordinators and security experts make sure that your people will be looked after, whatever happens supported by technology designed help individuals, not slot them into a predetermined solution.
We work with governments, broadcasters, NGOs, international corporations, major insurers and more. No two clients are the same: we adapt our services to their needs.
More importantly, we adapt to the practical and human needs of the individuals we protect. Most of us are on the front line; we keep our back office lean. We don’t use scripts, and we don’t time calls. We never lose sight of the fact that we’re dealing with real people.
Company Culture
Instead, we focus on ensuring our highly trained specialists have the space and time they need to be effective. We let them use their initiative to get the job done, because the situations they face often throw up unexpected challenges – and no protocol survives contact with the real world.
Our clients have thousands of employees and customers, at home and abroad, so they need a business big enough to handle any situation. But they chose Healix because they also need an organisation that’s personal enough to care.
Our people are driven to do things in the best way, not the way they have always been done. We work hard, and our efforts are rewarded with great development opportunities and a supportive team spirit.
We want to nurture this friendly and dynamic company culture so that we can continue to attract diverse talent with a breadth of knowledge and world-class skills. As a part of Healix, you can expect a range of excellent benefits and an environment where people really do care.
Company Benefits
Commitment to career development
We are committed to helping our people build and develop successful careers. Our employees are given direct responsibility and opportunity to develop and grow whilst working on challenging and worthwhile projects in a rewarding and supportive environment.
We invest in the continuous development of our team, offering on-going training and professional enhancement opportunities for those wishing to diversify or take additional responsibilities.
Health insurance, Vacation, Paid time off, Retirement plan and/or pension, Office perks, Employee development programs, Employee discounts, Gym membership or wellness programs, Opportunity to travel, Casual dress, Cycle to work, Free work laptop, Referral bonus, Open office, Competitive salary, Life insurance, Employee Assistance Scheme, Wellbeing Scheme, Social Opportunities, Progression opportunities
Salary
£40,000.00 - £45,000.00 per year