Senior Process Redesign Lead
About The Position
Contact Center Modernization – Senior Process Redesign Lead 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 Senior Process Redesign Lead is responsible for architecting the detailed future-state processes that will power a modernized clinical contact center. Using Lean Six Sigma principles and human-centered design, the Lead transforms high-level operating models into actionable workflows, SOPs, and job aids that enhance efficiency, reduce friction, and elevate the Veteran experience.
Requirements
- 4+ years of experience in process improvement, ideally within healthcare, technology, or government settings.
- 3+ years of experience working in or with the Federal Government.
- 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 operational metrics such as AHT, ASA, occupancy, and VOC insights.
- Bachelor’s degree in Information Technology, Business Administration, or related field.
- Familiarity with Lean, Kaizen, or Six Sigma methodologies.
- Proficiency with process modeling tools such as Visio, Lucidchart, or similar platforms.
- Must be a US Citizen with ability and willingness to acquire a U.S. Public Trust.
Nice To Haves
- Experience supporting VA, DoD, or other federal health 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.
Responsibilities
- Facilitate process mapping and requirements validation sessions with contact center leaders, schedulers, clinicians, and call agents to capture current-state challenges and operational gaps.
- Develop comprehensive future-state artifacts—including swim lane diagrams, RACI matrices, SOPs, and workflow documentation—spanning intake, triage, appointment scheduling, secure messaging, and escalation pathways.
- Quantify expected benefits and value delivered through redesigned processes, including efficiency gains, quality improvements, and experience enhancements.
- Partner with Technology teams to ensure redesigned workflows align with system capabilities, configuration decisions, and user interface requirements.
- Support pilot planning and execution by defining success metrics, data collection approaches, and structured feedback loops.
- Train frontline supervisors and agents on new processes; gather insights from early adoption and drive iterative refinements.
- Develop implementation playbooks to guide consistent rollout across sites and operational teams.
Benefits
- full benefits included
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
