Contact Center Modernization – Senior Process Redesign Lead
About The Position
Fathom Management, Inc. is seeking a Senior Process Redesign Lead to support a large-scale Contact Center Modernization initiative for a major U.S. health agency. This program is focused on improving 24/7 virtual access to high-quality care through operational transformation and enterprise modernization. The Senior Process Redesign Lead will architect future-state clinical contact center processes, translating high-level operating models into actionable workflows, SOPs, and job aids. Using Lean Six Sigma principles and human-centered design, this role drives efficiency, reduces friction, and elevates the Veteran and patient experience across modernized contact center operations.
Requirements
- 4+ years of experience in process improvement, preferably within healthcare, technology, or government environments.
- 3+ years of experience working in or supporting Federal Government programs.
- Demonstrated experience supporting large-scale change initiatives or technology-enabled transformations.
- Proven ability to lead cross-functional workshops and produce clear, actionable process documentation.
- Strong analytical skills with the ability to interpret contact center and operational metrics, including: Average Handle Time (AHT) Average Speed of Answer (ASA) Occupancy rates Voice of the Customer (VOC) insights
- Bachelor's degree in Information Technology, Business Administration, or a related field.
- Familiarity with Lean, Kaizen, or Six Sigma methodologies.
- Proficiency with process modeling tools such as Visio, Lucidchart, or similar platforms.
- U.S. Citizenship required, with the ability and willingness to obtain a U.S. Public Trust clearance.
Nice To Haves
- Experience supporting VA, DoD, or other federal healthcare agencies.
- Background in clinical contact center operations or healthcare delivery workflows.
- Experience with federal healthcare operations and clinical processes.
- Lean Six Sigma Green Belt or equivalent certification.
- Training or experience in Human-Centered Design (HCD).
Responsibilities
- Facilitate process mapping, discovery, and requirements validation sessions with contact center leadership, schedulers, clinicians, and call center agents to identify current-state challenges and operational gaps.
- Develop comprehensive future-state process artifacts, including: Swim lane diagrams RACI matrices Standard Operating Procedures (SOPs) Workflow documentation and job aids
- Support redesigned workflows across intake, triage, appointment scheduling, secure messaging, and escalation pathways.
- Quantify expected benefits from process redesign efforts, including efficiency gains, quality improvements, and customer experience enhancements.
- Partner closely with technology and implementation teams to ensure workflows align with system capabilities, configuration decisions, and user interface requirements.
- Support pilot planning and execution, including defining success metrics, data collection strategies, and structured feedback mechanisms.
- Train frontline supervisors and agents on redesigned processes; collect adoption feedback and drive iterative refinements.
- Develop implementation playbooks to support consistent rollout across multiple sites and operational teams.
Benefits
- Paid vacation, sick leave, and holidays
- Medical, dental, and vision health insurance
- Life insurance coverage
- Short- and long-term disability insurance
- 401(k) retirement plan with company match and immediate vesting
- Military leave
- Training and professional development opportunities
- Tuition reimbursement
- Employee wellness program
- Commuter benefits
- And more
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
