Process Excellence Specialist

Labcorp•Durham, NC

1d•Hybrid

About The Position

Labcorp is seeking a hybrid Process Excellence Specialist. The Clinical Contact Center (CCC) is undergoing significant transformation as we virtualize our centers and integrate teams from around the enterprise and acquired businesses into a single, customer‑centric operating model. The Process Excellence Specialist plays a critical role in ensuring each team is successfully transitioned into the CCC environment with minimal disruption, maximum efficiency, and full alignment to our standardized processes, technologies, and performance expectations.

Requirements

High School Diploma or equivalent
3 years’ experience or more in process improvement, business integration, clinical contact center, operational excellence, M&A readiness, management consulting, and stakeholder engagement
Experience with contact center workflows, Periscope, case management systems, CRM, or telephony environments.
Understanding of how systems access, onboarding, reporting, QA, and WFO tie into contact center performance.
Familiarity with M&A integration models, operational synergy planning, or large-scale transformation efforts.
Experience connecting operational improvements to financial or productivity outcomes.
Demonstrated ability to manage employee onboarding with fully prepared systems, training, and access.
Proven capability to rapidly stabilize performance KPIs during integration of new teams.
Strong competency in driving adoption of standardized processes across diverse and newly integrated organizations.
Experience delivering measurable efficiency gains and reducing operational friction to enhance customer and agent experience.
Expertise in developing comprehensive documentation, SOPs, and knowledge assets for seamless integration.
Ability to build leadership confidence through consistent, high‑quality integration execution and readiness outcomes.
Exceptional communication, facilitation, and influencing skills across all levels.
Ability to lead without authority in a fast-changing, ambiguous environment.
Hands-on experience with Lean, Six Sigma, or continuous improvement methodologies
Strong process mapping and analysis capabilities (Visio, Lucidchart, Miro, etc.).

Nice To Haves

Associate’s degree in business, Operations, Process Improvement, Engineering, or a related field.
Six Sigma Green Belt Certification
Current or previous Labcorp experience

Responsibilities

Leads operational readiness assessments for acquired organizations, identifying gaps in processes, systems, access, and technology.
Develops and executes integration playbooks tailored to CCC functions (e.g., case management, telephony workflows, QA, training, reporting).
Coordinates Day 1 and stabilization plans to ensure continuity of service and fully prepared customer‑facing staff.
Partners with CCC Technology & Support leaders to ensure system access, workflows, and performance tools, training (e.g., case management, WFO, telephony) are aligned and functioning for employee teams.
Maps current‑state processes from new team and identifies opportunities for alignment, simplification, and standardization.
Designs future‑state workflows and SOPs that fit the CCC operating model and meets enterprise compliance standards.
Works with operational leaders to eliminate redundancies, streamline handoffs, and promotes scalable processes across divisions.
Defines and tracks integration KPIs, including onboarding readiness, SLA performance, process adoption, call quality metrics, and productivity.
Monitors early performance trends during integration; identifies risks and corrective actions.
Surfaces insights to leadership on improvement opportunities, synergies, or operational constraints.
Drives change management plans that ensure smooth adoption of new processes, tools, and workflows.
Facilitates workshops, training sessions, and processes walkthroughs with relevant teams and CCC leaders.
Serves as a central liaison between new teams, operational leaders, Technology & Support, HR onboarding, WFO/COE, and compliance partners.
Develops integration SOPs, knowledge assets, onboarding guides, process maps, and training materials.
Ensures all new processes are thoroughly documented, accessible, and incorporated into the CCC’s knowledge ecosystem.

Benefits

Medical, Dental, Vision, Life, STD/LTD, 401(k), Paid Time Off (PTO) or Flexible Time Off (FTO), Tuition Reimbursement and Employee Stock Purchase Plan.

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