Contact Center Modernization – Senior Process Redesign Lead at Fathom Management LLC

Austin, Texas, United States -

Full Time

Start Date

Immediate

Expiry Date

29 May, 26

Salary

140000.0

Posted On

28 Feb, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Process Redesign, Process Architecture, Lean Six Sigma, Human-Centered Design, Workflow Documentation, SOP Development, RACI Matrices, Process Mapping, Requirements Validation, Operational Metrics Analysis, Visio Proficiency, Lucidchart Proficiency, Cross-Functional Workshop Facilitation, Implementation Planning, Federal Government Compliance, Clinical Contact Center Operations

Industry

Staffing and Recruiting

Description

Contact Center Modernization – Senior Process Redesign Lead Remote (U.S.) Federal Health Agency | Nationwide Clinical Contact Center Transformation Full-Time | 1 Opening Salary Range: $120,000 – $140,000 (based on experience) Public Trust Clearance (or ability to obtain) | U.S. Citizenship Required Role Overview 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. Key Responsibilities Process Architecture & Redesign Leadership 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 Technology & Implementation Alignment 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 Adoption, Rollout & Governance 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 Required Qualifications 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 Preferred Qualifications 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 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.

Responsibilities

This role is responsible for architecting and operationalizing future-state clinical contact center processes by transforming high-level operating models into implementation-ready workflows, SOPs, and job aids using Lean Six Sigma and Human-Centered Design. Key duties include facilitating process mapping workshops, designing future-state artifacts like swim lane diagrams and RACI matrices, and partnering with technology teams to ensure workflow alignment.