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

Austin, Texas, United States -

Full Time

Start Date

Immediate

Expiry Date

29 May, 26

Salary

130000.0

Posted On

28 Feb, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Process Mapping, Process Redesign, Workflow Diagrams, SOPs, RACI Matrices, Escalation Pathways, Pilot Planning, Training Material Preparation, Data Collection, Frontline Feedback Gathering, Implementation Playbooks, Status Updates, Cross-functional Coordination, Process Modeling, Operational Metrics Interpretation, Requirement Validation

Industry

Staffing and Recruiting

Description

Contact Center Modernization – Supporting Process Redesign Lead Remote (U.S.) Federal Health Agency | Nationwide Clinical Contact Center Transformation Full-Time | Multiple Openings Salary Range: $110,000 – $130,000 (based on experience) Public Trust Clearance (or ability to obtain) | U.S. Citizenship Required Role Overview A large U.S. federal health agency is 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. Key Responsibilities Process Mapping & Redesign 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 Pilot Support, Training & Adoption 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 Program Coordination & Communication 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 Required Qualifications 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 Preferred Qualifications 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 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 involves designing, documenting, and operationalizing future-state clinical contact center processes by translating enterprise operating models into practical workflows, SOPs, and job aids. Key duties include participating in process mapping sessions, developing future-state documentation, supporting pilot activities, and collaborating on implementation materials.