Knowledge Management Specialist at HotDoc

Computer Software, Strategy/Planning, Full-time, Melbourne, Victoria, Australia melbourne full-time
Posted 20 days ago

As the preferred vendor of healthcare software solutions, HotDoc is improving the patient experience for over 4 million Australians and counting. HotDoc helps bridge the gap between patients and doctors nationwide, by providing cutting edge technology and an easy, proactive, and accessible means of managing the patient journey from booking to check-in. This role will help enable our customer facing teams to assist our customers in an efficient and effortless way.

This role is a great opportunity to join a fast-paced scale-up with an amazing company culture who are leading in the healthtech space.

As a Knowledge Management Specialist, you will help improve our self service and knowledge base strategies. Your work will assist with enabling our staff to find the right information when they need it. You will take ownership of ensuring that all information remains a constant source of truth as our product suite updates and changes at an incredible speed.


Over the past twelve months, HotDoc has become Australia’s market leader and we’re on the cusp of launching into new markets with the overall ambition of improving the healthcare experience for everyone in Australia. To help us on this journey we’re looking for someone to help develop, manage and support our knowledge management strategy.

Reporting to the Support, Knowledge and Content Lead, it will be your responsibility to ensure that all systems and processes that support Knowledge Management at HotDoc work in an integrated way and are appropriately supported.

You will be responsible for:

  • Creating, managing and reviewing the backlog for content across multiple knowledge platforms
  • Updating resources in line with HotDoc product changes for both internal and external guides
  • Reporting on content engagement and reduction in effort to train internally, specifically across the Customer Experience Team
  • Assisting with creating training material for internal staff as part of our go to market process
  • Working cross functionally with other departments to get content vetted, reviewed and included


We offer a market salary with startup perks such as great tech, local wine, craft beer and unlimited kombucha, standing desks, weekly yoga and PT sessions. You'll get to take on new challenges and contribute to shaping our customer experience strategy. We foster a collaborative work environment where you’ll get to work cross-functionally with members of the marketing, product and wider CX teams to support the knowledge management journey of our people from start to finish. You will enjoy flexible work arrangements while thriving in an ethically driven company that fosters inclusivity, and where action on personal and professional development is actively encouraged.



  • 1-2 years supporting knowledge base frameworks which may include experience in instructional design and working with LMS platforms
  • Prior experience creating accurate, clear and concise instructional content
  • Evidence that you are a master of the written word and a stickler for spelling and grammar
  • A meticulous and strict attention to detail
  • Knowledge in Human Centred Design and the best practice application of adult learning styles
  • The ability to create and sustain cross functional relationships across different stakeholders, both at an individual and group level
  • A consistently positive and customer centric approach with a strong understanding of CX principals
  • Proven ability in innovative thinking and using data to identify process improvement opportunities

  • You’re a socially conscious person who wants to be in a role that positively impacts Australian healthcare
  • Are results driven with strong time management and organisational skills
  • Have passion for HotDoc’s mission, values and above all, empathy for the HotDoc customer base
  • You’re passionate about technology, health IT and/or SaaS


We’ve adapted pretty well to a COVID world. You’ll be invited to many Zoom-based events including (but not limited to) Bob Ross inspired painting sessions, sourdough masterclasses, book clubs and wine tastings. And once COVID settles down, you can also expect:

  • Our kitchen is full of fresh fruit, snacks, tea and a serious coffee machine. We also have some particularly talented bakers here!
  • Your calendar is pretty full here - end-of-year parties, golf and table tennis, competitions, BBQs and a yearly Talent Show. Friday nights here are also pretty great
  • A CBD location, that makes commuting a breeze with new bike lockup and lockers, and a stroll to Southern Cross Station or Flinders Street Station
  • Wellness at your keyboard, with in-office subsidised yoga and personal training sessions
  • We have a beautiful, green and light-filled office on the Yarra River in Melbourne’s CBD that boasts the best balcony view in Melbourne.