Contact Center Modernization – Supporting Process Redesign Lead
About The Position
Fathom Management, Inc. is seeking a Supporting Process Redesign Lead to contribute to a large-scale Contact Center Modernization initiative supporting a major U.S. health agency. This program is focused on improving 24/7 virtual access to high-quality healthcare services through operational transformation and enterprise modernization. Working under the guidance of senior redesign leadership, this role supports the design, documentation, and implementation of future-state clinical contact center processes. The Supporting Process Redesign Lead collaborates closely with operational teams, technology partners, and frontline staff to ensure redesigned workflows are practical, scalable, and implementation-ready-enhancing efficiency and improving the Veteran experience.
Requirements
- 2+ years of experience in process improvement, operations, or business analysis, preferably within healthcare, technology, or government environments.
- Demonstrated ability to support cross-functional teams and contribute to structured workshops or working sessions.
- Strong organizational and documentation skills, with experience creating process maps, SOPs, or workflow materials.
- Ability to interpret basic operational metrics, such as call volumes, average handle time, and service levels.
- Bachelor's degree in Business Administration, Information Technology, Healthcare Administration, or a related field.
- Familiarity with Lean, Kaizen, or Six Sigma concepts.
- 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 working in or supporting Federal Government programs is preferred but not required.
- Experience supporting federal healthcare clients, including VA or DoD.
- Exposure to clinical contact center operations or healthcare delivery workflows.
- Experience contributing to organizational change initiatives or technology-enabled transformations.
- Lean Six Sigma Yellow Belt or Green Belt certification.
- Training or exposure to Human-Centered Design (HCD) practices.
Responsibilities
- Participate in process mapping and discovery sessions with contact center leaders, schedulers, clinicians, and call center agents to document current-state workflows and identify improvement opportunities.
- Support the development of future-state process documentation, including workflow diagrams, SOPs, RACI matrices, and job aids across: Intake
- Triage
- Appointment scheduling
- Secure messaging
- Escalation pathways
- Assist with requirements validation to ensure redesigned processes align with system capabilities and operational constraints.
- Contribute to pilot planning and execution, including defining success metrics, preparing training materials, and supporting data collection efforts.
- Support training and onboarding activities for supervisors and agents adopting new workflows; gather feedback and assist with iterative refinements.
- Collaborate on the creation of implementation playbooks and rollout materials to enable consistent adoption across sites.
- Prepare summaries, presentations, and status updates for project leadership and key stakeholders.
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
