Steven D. Graber Email & Phone Number

Waltham, Ma, Us

Mobile Heartbeat provides mobile apps (iOS, Android) that allow instant communications between patient-facing hospital staff.Write and manage product / technical documentation for clinical communications apps. Audience external and internal. Manage tech writer, doc strategy, budget, tools. Initiatives:• Active Directory Sync User Guide.• Analytics Data Dictionaries Guide.• Banyan Install, Configuration, and MDM Guide.• InterApp and Inbound Alerting API Guides.• Lab Results Deployment / Quick Start Guides.• MH-CURE Admin Guide.• MH-CURE BYOD Quick Reference.• MH-CURE Implementation Best Practices Guide.• MH-CURE Notifications Guide.• MH-CURE Platform Requirements and Setup.• MH-CURE QuickLaunch Guide.• MH-CURE Rauland Integration Guide.• MH-Spring Admin Guide.• Single Sign-On Guide.

Louisville, Kentucky, Us

Waystar’s web-based software simplifies the revenue cycle and maximizes hospital revenues.Product owner for a software portfolio that uses predictive analytics, reporting, and workflow to help providers optimize collections and patients’ financial experience. Drove roadmap, backlog, migrations, QA, UAT, and dev training. Documentation SME. Products:• Advanced Propensity to Pay: Identifies delinquent accounts that are likely to pay, allowing prioritized collections efforts.• Agency Manager: Allows hospital business staff to manage / track collections and commissions.• AR Manager: Workflow application. Helps hospital business staff follow up with insurance claims.• Dialer Integration: Supports automated calls to delinquent accounts.• PARO Charity Screening: Determines accounts eligible for financial counseling or charity.• Payment Plan Optimizer: Provides optimized payment plans based on a patient’s risk profile.

Waltham, Ma, Us

Waystar acquired Connance (2018).Wrote and managed product / technical documentation for software products and security audits. Built standard documentation set from ground-up. Audience external and internal. Assigned / reviewed team documentation. Ran release meetings to ensure features / process changes were socialized and training needs met. Four value award nominations. Initiatives included:• Agency Manager API Guides.• Azure migration team.• Built library of re-usable audit documentation. • Business Continuity, Disaster Recovery Plans.• Claim Statusing (Ovation) API Guide.• Commissioning and Business Rules Guides.• Customer Configuration Files Guide.• Customer documentation requests.• Database Tables and Fields Guide.• Data Team Training, Procedural, Admin Guide.• Dialer Integration Guide.• File Alerts, Exchange, and Security Guides.• HIPAA Privacy and Security Guides.• HITRUST certification.• Key, License, Patch Management Guides.• Platform Architecture / Technology Guide.• Product Portfolio Summary Guide.• Reconciliation and Repair Guide.• Reporting Guides.• Scoring / Presumptive Charity API Guides.• Software Development Lifecycle Guide.

London, Gb

IGT (fka GTECH) provides gaming software and lottery solutions to governments and private entities.Managed proposal and project development process (across disciplines) in response to complex RFPs worldwide representing $10M - $12B. Assisted with jurisdiction-specific strategy, messaging, and review. Created schedules and project plans. Assigned writers and SMEs to requirements / deliverables. Projects included:•Brazil: Lottery privatization and terminals.•Colorado: Online lottery. Won Gold Award.•Germany: System migration.•Illinois: Loyalty program. Won Silver Award.•Indiana: Privatization. Won President's Award. Largest industry win in 3 yrs.•Malta: Privatization. Won Gold Award.•MUSL: National game with TV game show.•New Jersey: Operator. Won Gold Award.•Portugal: Sports betting.•Singapore: Online lottery. Won Gold Award.•Tennessee: Online lottery.

Bozeman, Mt, Us

RightNow Technologies is a $150M developer of support CRM software. Public company based in Bozeman, MT. Acquired Salesnet in 2007.Wrote and edited training, product, and technical manuals (digital and printed) for enterprise customers and staff. Collaborated with engineering and documentation teams in MT, NY, and MA.Wrote and edited the following manuals via FrameMaker and Word during quarterly release cycles:•RightNow Voice User Guide: For complex voice-enabled application.•Training manuals: Task-based procedures for RightNow support applications (user and admin).

Salesnet (SaaS start-up) provided web-based sales CRM software. Acquired 2007 by RightNow ($150M), which provided support CRM software.Managed high-visibility projects, 6 staff (3 QA engineers, 2 support, tech writer), documentation, UX, and QA. Wrote procedural documentation set for enterprise software (sales automation, productivity, speech recognition). Collaborated with engineers in MA and Armenia. Projects included:•Salesnet online help: 110 topics, brand-neutralized for resellers. 4 stars (PC Magazine).•SalesnetDeveloper.com: Documentation for customer engineers connecting to Salesnet via API.

Adams Media publishes trade and reference books. $15M.Rebuilt division. Managed editorial production, 17 staff (9 editors, 2 sales reps, 4 temps, ghost writer, engineer) and vendor negotiations for 45 reference books annually (including series: JobBank, Mr. Cheap’s, Everything career titles). Always under $350K budget. Directed SQL development of inside sales and content databases. Authored, edited, proofread books.