Contact Center Modernization – Supporting Process Redesign Lead

Fathom Management LLC•Austin, TX

21h•$110,000 - $130,000•Remote

About The Position

A large U.S. federal health agency is undertaking a nationwide contact center modernization initiative to expand 24/7 virtual access to high-quality healthcare services and improve the overall Veteran experience. The Supporting Process Redesign Lead plays a key role in designing, documenting, and operationalizing future-state clinical contact center processes. Working under senior process redesign leadership, this role translates enterprise operating models into clear workflows, SOPs, job aids, and implementation-ready materials that are practical, scalable, and aligned with both technology and frontline operations. Why This Role Matters This role supports a high-impact federal healthcare transformation, directly contributing to improved access, efficiency, and patient experience across nationwide clinical contact centers. The Supporting Process Redesign Lead helps ensure that strategy translates into practical, frontline-ready processes that can be successfully adopted at scale.

Requirements

2+ years of experience in process improvement, operations, or business analysis, preferably in healthcare, technology, or government environments
Demonstrated ability to support cross-functional teams and contribute to structured workshops or working sessions
Strong documentation and organizational skills, including experience creating process maps, SOPs, and workflow materials
Ability to interpret basic operational metrics (e.g., call volumes, average handle time, 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
U.S. Citizenship required with ability and willingness to obtain a U.S. Public Trust clearance

Nice To Haves

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

Responsibilities

Participate in structured process-mapping sessions with contact center leaders, schedulers, clinicians, and call agents to document current-state workflows and identify improvement opportunities
Support development of future-state process documentation, including workflow diagrams, SOPs, RACI matrices, and escalation pathways across intake, triage, appointment scheduling, secure messaging, and call escalation
Validate requirements and ensure alignment between redesigned processes and system capabilities
Contribute to pilot planning activities, including defining success metrics, preparing training materials, and supporting data-collection efforts
Support training, onboarding, and adoption activities for supervisors and agents implementing new processes
Gather frontline feedback and support iterative refinements to workflows and documentation
Collaborate on implementation playbooks and rollout materials to ensure consistent adoption across sites
Prepare summaries, presentations, and status updates for project leadership and stakeholders
Collaborate with operations, technology partners, and frontline teams to ensure redesigned processes are implementation-ready
Support cross-functional coordination to maintain alignment across modernization workstreams