Contact Center Modernization – Senior Process Redesign Lead

Fathom Management LLC•Austin, TX

17h•$120,000 - $140,000•Remote

About The Position

A large U.S. federal health agency is leading a nationwide contact center modernization initiative to expand 24/7 virtual access to high-quality healthcare services and elevate the Veteran experience. The Senior Process Redesign Lead is responsible for architecting and operationalizing future-state clinical contact center processes. Leveraging Lean Six Sigma methodologies and Human-Centered Design, this role transforms high-level operating models into implementation-ready workflows, SOPs, job aids, and playbooks that improve efficiency, reduce friction, and enable consistent adoption at scale. Why This Role Matters This role sits at the center of a mission-critical federal healthcare transformation, directly shaping how Veterans and patients access care through modernized clinical contact centers. The Senior Process Redesign Lead ensures that strategy becomes scalable, frontline-ready operations-delivering measurable improvements in access, efficiency, and experience nationwide.

Requirements

4+ years of experience in process improvement or redesign, preferably within healthcare, technology, or government environments
3+ years of experience working in or with the Federal Government
Demonstrated ability to lead cross-functional workshops and deliver clear, actionable process documentation
Strong analytical skills, including the ability to interpret contact center operational metrics such as AHT, ASA, occupancy, and 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 Visio, Lucidchart, or similar process-modeling tools
U.S. Citizenship required with ability and willingness to obtain a U.S. Public Trust clearance

Nice To Haves

Experience supporting federal healthcare clients, including VA, DoD, or other U.S. 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 hands-on experience in Human-Centered Design

Responsibilities

Facilitate process mapping and requirements validation workshops with contact center leaders, schedulers, clinicians, and call agents to identify current-state challenges and operational gaps
Design comprehensive future-state artifacts, including swim lane diagrams, RACI matrices, SOPs, and workflow documentation across intake, triage, appointment scheduling, secure messaging, and escalation pathways
Quantify business and operational benefits of redesigned processes, including efficiency gains, quality improvements, and experience enhancements
Partner closely with Technology teams to ensure redesigned workflows align with system capabilities, configuration decisions, and user interface requirements
Support pilot planning and execution, defining success metrics, data collection approaches, and structured feedback loops
Train frontline supervisors and agents on redesigned processes and lead iterative refinements based on adoption feedback
Develop implementation playbooks and rollout materials to guide consistent adoption across sites and operational teams
Provide leadership-level summaries, recommendations, and status updates to program stakeholders
Ensure redesigned processes support federal healthcare standards, clinical workflows, and operational readiness