Contact Center Modernization – Supporting Process Redesign / SOP Support
About The Position
Seeking a Supporting Process Redesign / SOP Support professional to contribute to a large-scale Contact Center Modernization initiative supporting the U.S. Department of Veterans Affairs (VA). This effort focuses on improving 24/7 virtual access to high-quality healthcare services and enhancing the overall Veteran experience. In this role, you will support the design and documentation of future-state clinical contact center processes and standard operating procedures (SOPs). Working under senior redesign leadership, you will translate enterprise operating models into practical workflows, SOPs, and job aids that improve efficiency, streamline operations, and support successful nationwide implementation. This position requires close collaboration with operations teams, technology partners, and frontline staff to ensure redesigned processes are scalable, user-friendly, and aligned with system capabilities.
Requirements
- 3+ years of experience in process improvement, operations, or business analysis, ideally within healthcare, technology, or government environments.
- Experience supporting cross-functional teams and participating in structured workshops or process improvement sessions.
- Strong documentation and organizational skills, including experience creating process maps, SOPs, and workflow documentation.
- Ability to interpret operational metrics such as call volumes, handle times, and service levels.
- Bachelor's degree in Business Administration, Healthcare Administration, Information Technology, 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 ability and willingness to obtain a U.S. Public Trust clearance.
Nice To Haves
- Experience supporting federal healthcare clients, including VA or DoD.
- Exposure to clinical contact center operations or healthcare workflows.
- Experience contributing to organizational change or technology-enabled transformation initiatives.
- Training or exposure to Human-Centered Design practices.
Responsibilities
- Participate in process-mapping workshops 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, and RACI matrices across intake, triage, appointment scheduling, secure messaging, and escalation pathways.
- Assist in validating requirements and ensuring alignment between redesigned processes and system capabilities.
- Contribute to pilot planning and readiness activities, including defining success metrics, preparing training materials, and supporting data-collection efforts.
- Help deliver training and onboarding sessions for supervisors and contact center agents adopting new processes.
- Gather feedback from operational teams and support continuous process improvement and iterative refinements.
- Collaborate on implementation playbooks and rollout materials to ensure consistent adoption across sites.
- Prepare executive summaries, presentations, and status updates for project leadership and stakeholders.
- Support cross-functional collaboration across operations, clinical teams, and technology partners.
Benefits
- Paid vacation, sick leave, and company holidays
- Medical, dental, and vision insurance
- Life insurance coverage
- Short-term and long-term disability insurance
- 401(k) retirement plan with company match and immediate vesting
- Military leave benefits
- Professional training and career development opportunities
- Tuition reimbursement programs
- Employee wellness initiatives
- Commuter benefits
- Additional voluntary benefits
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
