I'm a senior technical writer at Quest Diagnostics, a US medical laboratory. At Quest, I use MadCap Flare (XML and text editor) in conjunction with Perforce, as well as Word, Adobe Acrobat Pro and Snagit, to deliver help content in HTML5 and PDF outputs. I'm integrated with multiple Agile teams as their technical communicator. Before I was rebadged to HCL, I also collaborated with the corporate Brand Lab to determine in-house style guidelines applicable to the entire company.
My work for Quest is proprietary, but I can provide the following summaries of my work by product:
Quanum EHR. Maintained the physician-facing help content for the Quanum EHR electronic medical record, a platform available on the web, iOS, and Android apps.
Deliverables included process-based documentation, F1-linked (context sensitive) help, quickstart guides, release notes, and reference material for CMS (Centers for Medicare & Medicaid Services) guidelines with annual changes.
Additionally, the ePrescribing module of Quanum EHR required documentation with extensive compliance research to guide physician users in electronic prescription writing, including controlled substance prescriptions with varying reporting and documentation requirements based upon location.
Quanum Enterprise Content Solutions. Assisted with the conversion of Quanum Enterprise Content Solutions (ECS) help from FrameMaker to Madcap Flare files. This effort required both automation and manual oversight to preserve data integrity. The converted documentation included web-based context-sensitive help for modular Windows programs.
Quanum Hub (formerly Quanum Data Exchange Services). Updated and maintained a 600+ page programmer's reference guide for this API system, which routes lab orders and lab results (and the patient, billing, insurance, and medical information carried with them) from your doctor to Quest's laboratories and back. This manual is available to clients who want to integrate Quest orders and results into their EMRs.
Topics covered included system architecture maps, guidance on OAuth 2.0 authentication, properly formatting requests and responses, and specifications for HL7 2.3, 2.3.1, and 2.5.1 fields and expected values. I used Madcap Flare to modernize code samples.
Under the umbrella of Quanum Hub, I also:
created a JSON FHIR reference guide, which assists readers in understanding how to interface with Quanum Hub through the more accessible JSON language
created both external and internal (with additional guidance on setting up a new client for Quest employees) versions of a specialized version of the above API manual, for a merger and acquisition effort that required additional development
updated and maintained a customer center website with modernized branding and style, where clients could retrieve updated versions of reference material and implementation toolkits.
MyQuest and Appointment Scheduling. Updated and maintained web-based help, quickstart guides, FAQs, and internal release notes for patient end users who schedule appointments at a Quest location or with mobile phlebotomy services, and/or purchase a test from Quest. Documentation for this product required writing at a sixth-grade reading level.
Additionally, I worked with the UX/UI teams to write microcopy and name UI elements. While I no longer contribute to this team, some of my writing is still available (last verified September 2026):
Quickstart guide on verifying your identity. Quest can only release health information to users whose identity can be confirmed. This quickstart walks a user through providing ID and photo verification.
Quickstart guide on using the Quest AI Companion. Quest made an AI chatbot available to patients receiving their lab results. This quickstart assists a patient in using the AI service and retaining information to share with their doctor.
Quanum eLabs and Lab Services Manager. Updated and maintained web-based help, quickstarts, quickviews, release notes, and system broadcast messages to assist physicians, clinical office staff and phlebotomists in placing lab orders and viewing test results in the Quest web portals.
I work with the UX team to develop microcopy for the Lab Services Manager interface, and write customer-facing emails. I publish internal release notes to assist Quest staff in understanding changes and enhancements to this foundational software.
Quanum Lab Benefit Manager. Updated and maintained web help and release notes for Quest employees assisting patients in getting insurance coverage for genetic, precision oncology, and specialty testing services.