Process Redesign Support Lead

Contact Center Modernization – Supporting Process Redesign Lead

Pay Rate: $115,000 - $130,000 annually with full benefits

A large U.S. health agency is modernizing its contact centers to improve 24/7 virtual access to high-quality care. Advisory and implementation services are being provided to support this effort and facilitate large-scale adoption.

Role Overview

The Supporting Process Redesign Lead contributes to the design and documentation of future-state clinical contact-center processes. Working under the guidance of senior redesign leadership, this role helps translate high-level operating models into clear workflows, SOPs, and job aids that enhance efficiency and improve the Veteran experience. The Lead collaborates closely with operational teams, technology partners, and frontline staff to ensure redesigned processes are practical, scalable, and ready for implementation.

Key Responsibilities

• Participate in process‑mapping sessions with contact center leaders, schedulers, clinicians, and call agents to capture current-state workflows and identify improvement opportunities.
• Support the development of future-state process documentation, including workflow diagrams, SOPs, and RACI matrices across intake, triage, appointment scheduling, secure messaging, and escalation pathways.
• Assist in validating requirements and ensuring alignment between redesigned processes and system capabilities.
• Contribute to pilot planning activities, including defining success measures, preparing training materials, and supporting data‑collection efforts.
• Help deliver training and onboarding for supervisors and agents adopting new processes; gather feedback and support iterative refinements.
• Collaborate on the creation of implementation playbooks and other rollout materials to ensure consistent adoption across sites.
• Prepare summaries, presentations, and status updates for project leadership and stakeholders.

Required Qualifications

• 2+ years of experience in process improvement, operations, or business analysis, ideally within healthcare, technology, or government environments.
• Experience working in or with the Federal Government is preferred but not required.
• Demonstrated ability to support cross-functional teams and contribute to structured workshops or working sessions.
• Strong organizational and documentation skills, with experience creating process maps, SOPs, or workflow materials.
• Ability to interpret basic operational metrics (e.g., call volumes, handle times, service levels).
• Bachelor’s degree in Business Administration, Information Technology, Healthcare Administration, or related field.
• Familiarity with Lean, Kaizen, or Six Sigma concepts.
• Proficiency with Visio, Lucidchart, or similar process‑modeling tools.
• Must be a US Citizen with ability and willingness to acquire a U.S. Public Trust.

Preferred Qualifications

• Experience supporting federal healthcare clients such as VA or DoD.
• Exposure to clinical contact-center operations or healthcare workflows.
• Experience contributing to organizational change or technology‑enabled transformation initiatives.
• Lean Six Sigma Yellow Belt or Green Belt certification.
• Training or exposure to Human-Centered Design practices.

Additional Information

• Number of Openings: Multiple (Full-Time)
• Clearance Requirements: Position of Trust (or ability to obtain)
• Location: Remote