Contact Center Modernization – Senior Process Redesign Lead

Contact Center Modernization – Senior Process Redesign Lead Location: Remote Employment Type: Full-Time Clearance Requirement: U.S. Public Trust (or ability to obtain) Salary Range: $110,000 – $130,000 Role Overview Fathom Management, Inc. is seeking a Senior Process Redesign Lead to support a large-scale Contact Center Modernization initiative for a major U.S. health agency. This program is focused on improving 24/7 virtual access to high-quality care through operational transformation and enterprise modernization. The Senior Process Redesign Lead will architect future-state clinical contact center processes, translating high-level operating models into actionable workflows, SOPs, and job aids. Using Lean Six Sigma principles and human-centered design, this role drives efficiency, reduces friction, and elevates the Veteran and patient experience across modernized contact center operations. Key Responsibilities Facilitate process mapping, discovery, and requirements validation sessions with contact center leadership, schedulers, clinicians, and call center agents to identify current-state challenges and operational gaps. Develop comprehensive future-state process artifacts, including: Swim lane diagrams RACI matrices Standard Operating Procedures (SOPs) Workflow documentation and job aids Support redesigned workflows across intake, triage, appointment scheduling, secure messaging, and escalation pathways. Quantify expected benefits from process redesign efforts, including efficiency gains, quality improvements, and customer experience enhancements. Partner closely with technology and implementation teams to ensure workflows align with system capabilities, configuration decisions, and user interface requirements. Support pilot planning and execution, including defining success metrics, data collection strategies, and structured feedback mechanisms. Train frontline supervisors and agents on redesigned processes; collect adoption feedback and drive iterative refinements. Develop implementation playbooks to support consistent rollout across multiple sites and operational teams. Required Qualifications 4+ years of experience in process improvement, preferably within healthcare, technology, or government environments. 3+ years of experience working in or supporting Federal Government programs. 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 contact center and operational metrics, including: Average Handle Time (AHT) Average Speed of Answer (ASA) Occupancy rates 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 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. Preferred Qualifications Experience supporting VA, DoD, or other federal healthcare 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 (HCD). Benefits Overview Full-time employees are offered a comprehensive and competitive benefits package, including: 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 Equal Employment Opportunity (EEO) Statement Fathom Management, Inc. is committed to providing equal employment opportunities to all employees and applicants. All employment decisions-including recruiting, hiring, training, promotion, compensation, benefits, and termination-are made without regard to race, color, religion, creed, national origin, sex, age, marital status, sexual orientation, gender identity, citizenship status, veteran status, disability, or any other characteristic protected by applicable federal, state, or local law.